Implementing new technology into the dealership is important to stay relevant in our ever-changing world, but it’s easy to drown in the tips, advice, and feedback we are bombarded with while implementing new processes. From what I’ve seen when dealers add new technology, specifically self-service kiosks, there are three easy things to focus on that can make the transition successful. These three pieces are people, process, and placement.

People
Buy-in from your key players makes for an easy implementation. In our world, these are the service advisors and service managers. When approaching them, make sure you emphasize how the new software or process will make their job easier and have a thorough plan ready to describe what the new process will look like. Also, be prepared to answer questions. If there are any questions you don’t know the answer to, get back to them in a timely manner so your employees feel respected during this change. The more you look after your people during transition times, the better the transition will go.

Process
Having a well-thought out process is crucial to making a successful change. Think about the new flow from a customer standpoint and from an employee standpoint. Think of how you are going to communicate this change to everyone involved. Think of how to report the success or failure of the implementation. Having the process in mind throughout implementation will make for a better end result.

Placement
Once you have a good process in mind, it’s time to think of placement. For kiosks specifically, we want the station to be somewhere that fits in well with the process you want to implement. Choose somewhere that’s noticeable immediately to the customer upon arriving while also within eyesight of the advisors. That way if a customer is struggling, the advisor can intervene and help. Bottom line, make sure the placement of your technology makes sense with your process and your goals for the implementation.

To hear more about these topics, make sure you check out my workshop at NADA called The Service Check-In Process Made Digital on Tuesday, February 9 at 12:30 p.m.

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