John Hughes, Service Manager at Kelowna Infiniti Nissan in Kelowna, British Columbia, understands what consistent and honest communication with customers does for retention and brand loyalty. Having been familiar with Xtime’s solutions since 2005, John implemented Xtime products—starting with Schedule, then Engage and Inspect—when he came to Kelowna Infiniti Nissan one year ago.
“We were trying to solve booking issues with [our DMS],” said John. “The dealer management system we had at the time didn’t allow us to do what Xtime does, such as shop loading, which helps us plan our day better. Stretching out the duration of time between appointments instead of being able to book multiple appointments in [one time slot] created a chaotic environment. Xtime [products are] way more user friendly and allows us to accommodate clients better.”
Xtime allows Kelowna Infiniti Nissan to make better use of our time, our shop is always moving, we don’t slow down and we are always profitable.
In the time that Kelowna Infiniti Nissan has been a loyal Xtime partner, the dealership has realized*:
“One thing every business appreciates is gross profit, and we saw a 20-percent jump immediately from when we brought Inspect on,” said John. “Prior to that, we were at lower hours per RO, sometimes as low as 1.1 on any given month, and now we’ve increased that number to 1.7 on average. Everyone communicates better, fewer mistakes are made, and if they are made, it’s easier to identify what went wrong and fix it quickly.”
Overall, John and the Kelowna Infiniti Nissan staff believe that each and every dealership should incorporate software and technology into their businesses if they want to thrive.
1Based on vehicle identification numbers with a visit in Q3’2016
2Based on results October 2016 through September 2017
3Based on results September 2017
Photos courtesy of Kelowna Infiniti Nissan