Key drop-off is one of the first impressions a customer has of your service drive. Both you and your customer want it to be as seamless as possible. But it doesn’t always work out that way. One of the most common gripes I hear from service advisors is that there is no flexibility with drop-off and pick-up, and customers don’t want to wait in long lines.

Although the automotive industry has made significant strides in streamlining fixed operations with technology, most dealerships still rely on manual check-in processes.

Let’s talk through what your current process might look like and what it could look like with an optimized check-in option.

Dreadful Drop-Off

Meet Mark, a customer who wants to schedule a routine maintenance appointment at your dealership. He books the first time available, 8 a.m. on Tuesday.

Since Mark works on Tuesday morning, he drops off his car the night before. There are no clear instructions provided on what to do with his keys or where to drop them off, so he’s left wandering around the building trying to locate your dropbox.

After a few minutes of scanning, he sees a metal box stocked with envelopes but nothing to write with.

With no pen and no one to call after hours, Mark almost dropped the keys in a blank envelope, leaving you with no knowledge of the vehicle and no way to contact him. Luckily, he finds a pen after rummaging through his console and begins to fill out the form.

While going through the form, he feels slightly aggravated by the dual entry of information — most of it is a repeat of what he filled out online.

He writes down his information and drops the keys in the dropbox before heading home.

This isn’t the path to boost CSI scores in service, but not all hope is lost.

Perfect Motors Drop-Off

In another scenario, Mark calls and makes an appointment at Perfect Motors down the road. Upon arrival, he makes his way to a self-service kiosk, where all his information is pre-populated. He’s then taken through a series of recommended upsells. (Removing the human element doesn’t mean that upselling isn’t possible.) With more time to review recommendations, Mark is more likely to say yes to additional services.

Mark finishes answering the questions at the kiosk, drops the keys in the designated drawer, and leaves the dealership satisfied with the simplicity of the process.

Pick Up Problems

Mark is caught up at work and can’t leave the office until 9 p.m. Your service department is closed for the day, so he pays for the service over the phone and is given two options:

• Pick up the car in the morning during dealership hours.
• Pick up the car after work, and they will leave his keys under the floormat of his unlocked car.

Mark chooses the latter and is hoping to see his car in the lot when he arrives. Meanwhile, you’re hoping this doesn’t affect your CSI score.

Perfect Motors Pick-Up

Mark is working later than expected. He pays online and calls Perfect Motors to let them know he won’t be able to pick up his car until after hours. The advisor assures him that it’s no problem.

The advisor happily walks Mark through the pick-up process over the phone. Mark feels confident that when he arrives at the dealership, his keys will be safely stored in a locked drawer, only to be accessible through his unique QR code.

Once Mark gets to the lot, he pulls out his phone to scan the QR code, and the drawer holding his keys opens. He’s satisfied with how quick and convenient this process is.

Bonus: By picking up his keys at the self-service kiosk, Mark avoids the lengthy line at the cashier. Who knew this process could be so easy?

Realistic Remedy

The check-in and drop-off process can be a hassle for service employees and customers alike. Advisors struggle to balance their daily tasks and keep customers happy, while customers can be stuck with long lines, no flexibility, and duplicate entry.

With a self-service kiosk, you can delight customers who prefer a contactless method while giving advisors more time to focus on other important tasks. Say goodbye to key handling issues and hello to increased efficiency, CSI, and convenience during the check-in process.

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