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Jaguar Land Rover Austin transforms dealership customer experience

Dealerware helps JLR Austin accelerate and elevate the dealership customer experience with more control over their loaner program


[Customers] love the experience, we're in and out in a hurry. Being able to track your cars, being able to keep up with your inventory... it's a customer satisfaction checkpoint."

Jaguar Land Rover Austin implemented Dealerware’s mobile contracts and Toll Services solution in 2018 and transformed the dealership customer experience built around their fleet of 76 loaner vehicles.

In addition to simpler fleet management processes and more satisfied customers, Dealerware also helps JLR Austin recover costs they would otherwise be paying every month.

How the dealership customer experience changed

The Dealerware solution focuses on convenience and ease-of-use for both the dealership users and their customers.

Since using Dealerware, Damon noticed an improvement in the customer experience, saying “Oh they love the experience. We’re in and out in a hurry. It’s not taking as long at all. It’s a very quick process. We can be in and out in 5 minutes.”

That speed is unlocked with Dealerware’s mobile contracts. In just 60 seconds, any dealership employee can complete key tasks required to get a customer into or checked out of a courtesy loaner car: create a new customer profile, start a contract and close a contract. 

Plus, Dealerware’s contracting process can be completed anywhere and is fully contactless.

Dealership Quick Facts: JLR Austin



Austin, Texas
fleet size



Dealerware solution set

Better dealership customer experiences don't come with added cost.

Another positive effect Damon noticed was the simplified toll and fuel recovery process that Dealerware offers, which help dealerships recover driving costs quickly while closing a contract, instead of requiring customers to check out with a cashier.

“When you’re looking at how much gas was not put back in the car, toll tags that weren’t paid…this morning I think it was around 1,400 or 1,500 dollars. So that’s money that’s being collected because of just the process. If not, the dealership would have been paying for that at the end of the month,” he says.

While JLR Austin charges their customers manually, Dealerware’s Connected Car Services automate the data collection and charging process to ensure 100% cost recovery from courtesy loaner fleets.

Beyond faster, simpler customer service...

In addition to simpler dealership customer experiences, the service team at JLR Austin also benefits from simpler contracts, cost recovery tools and better visibility into what’s happening with the fleet.

Chris Matthews, Service Manager for Jaguar Land Rover Austin, also shared that time saved and tighter control over the fleet’s movements were the biggest benefits in the dealership’s service department.

How Dealerware saves the service team time.

Chris emphasized how Dealerware’s paperless operation has saved him time and made the process more convenient:

“[…]Before we were chasing around paperwork, trying to figure out, just a whole lot of digging trying to figure out what was going on with just one loaner car versus having this software we can just pull it up on a screen just like that.”

Chris also remarked on the enhanced visibility into his loaner fleet that the Dealerware Dashboard offers:

“I can start asking these questions – Why are these cars still sitting here? Why are we not utilizing these cars? We got clients that need these cars. Then vice versa, why these cars out so long? Just having the live quick data just at your fingertips, it’s just made my life a lot simpler.”

When you can simplify your fleet manager’s life, you can simplify all the things needed to deliver great dealership customer experiences with a loaner fleet.

Want our playbook on delivering the best dealership customer experiences?

Download Dealerware’s Loaner Fleet Management playbook here

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