Until recently, Al Miller, Service Manager at Coggin Ford in Jacksonville, FL, relied on an external rental car company to provide his customers with alternative transportation while their vehicles were being serviced.
The problem was that the process for customers was time-consuming and inconvenient and the dealership had no way to track the performance of the program.
Seeking a better solution, Al and his team decided to implement Dealerware and launch a courtesy loaner program. Their goal was to elevate the customer experience while improving the overall efficiency of their operation.
Dealership Quick Facts: Coggin Ford
How a courtesy loaner program changed the Coggin customer experience
Coggin Ford’s previous alternative transportation process required service customers to be shuttled to a separate location, spend additional time completing rental car paperwork, and often-times pay for the rental out of pocket.
Now that the dealership is using its own courtesy vehicle fleet, implementing Dealerware allowed them to significantly improve the customer experience. “With Dealerware Mobile, customers no longer have to wait, check-ins take just a few minutes, and it’s helping us improve CSI,” says Al.
Dealerware's impact on courtesy loaner program efficiency
With Coggin Ford now using Dealerware’s fully connected platform, the team is saving valuable time throughout the operation. “It’s the mobile app that truly makes the difference. It’s the golden buzzer for me. It enables us to run a truly efficient operation,” says Al.
Additionally, the team now has an easy way to monitor and manage their fleet.
“With Dealerware Web, I can easily see which vehicles are available, which are out on loan, and how we’re performing in terms of utilization and length of loan, among other KPIs,” says Al.