They’re in most Luther stores– tablet computers in service are here to stay, and are intended to increase efficiency, and customer satisfaction.
“We’ve learned a lot and come a long way, but the technology is not quite 100 percent yet,” said Mark Morcomb, director of fixed operations. He calls it another tool in the toolbox, one that tech savvy advisors utilize very well, while others are getting used to it.
Westside Volkswagen advisor Craig Gage handles 10 to 20 cars a day, and notes any “unwanted beauty marks” on them and burned out lights. “We don’t want it to leave here with any more than it came in with,” said Gage. While doing the walk-around with the hand-held, he’ll ask the customer if particular service items have already been done.
Westside has really worked on interaction with customers and the tablets, said Service Specialist Tim Stoesz. Working with these, and using the recent personality type training, the store’s customer satisfaction has been fantastic, he said.
Customers seem to be more involved in the service writeup process when it happens at the vehicle, rather than looking at the back of a computer monitor while an advisor reviews the recommended maintenance, Morcomb explained.