Many Canadian dealers are embracing the GoMoto kiosk that provides an alternative and faster way for customers to conveniently book service appointments and minimize wait time.
The kiosk allows customers to do everything online, though the dealership will converse with them digitally, and the option is still there to physically meet with a service advisor. In 2020, Reynolds and Reynolds bought the company that brought the kiosks to market and have made significant changes to improve the service. For Cory Coler, Supervisor of Product Management at Reynolds, it’s all about the convenience factor.
“The ability to align the customer’s schedule with what’s available for dropoff and pickup after hours at a dealership is one of the more appealing options,” said Coler in an interview with Canadian auto dealer. “Because there is such a premium on time, sometimes being able to interact differently or at different times when it’s convenient (for the customer) is a benefit.”
“In some regards, you’ll probably still have some kind of interaction (between the customer and the service department), whether (it’s) status updates or communicating with you about other things that need to be done on the vehicle while it’s there,” he added.
Reynolds had the kiosk on display as part of a recent Canadian road show to introduce the product to dealers and/or service managers, who might not have been able to see the Express version this year in Las Vegas at the National Automobile Dealers Association convention — or in previous years because of COVID.
The process of using the kiosk only takes a few minutes, and the dealer can follow up with a text or email to the customer. When the service work is done, the customer is notified. The kiosks also have lock boxes for the keys. However, the technology has a signature component that allows customers to sign off on the work order on the screen.
Chris Knight, Leggat Burlington Mazda’s service manager, said his company has been using the technology for years and recently switched over to the new Express version.
“We’re giving (the customer) the availability to provide (their) information and drop (their) vehicle off without speaking to or waiting for an advisor if it’s after hours or too busy,” said Knight. “It will never take the place of an advisor. I don’t think it’s designed to take the place of a service advisor. No matter which way (they) do it, we still interact with (the customer).”
Chris Leavens, President of Leavens Automotive Group, which owns seven dealerships in southwestern Ontario, said his company began using the service for its London store near the local airport for evening pickups and drop-offs. He said they built an entrance way for that purpose.
“We originally had visions of adding one (of the kiosks) instead of adding a fourth advisor for our counter staff, but I would say customers really still prefer to deal with people for the car drop-offs to make sure we clearly understand their problems,” said Leavens.
