GM innovates vehicle service scheduling with mobile platform
General Motors will make it easier to schedule car repair and services with an online and mobile tool for customers in need of maintenance on their vehicles, allowing users to make appointments and receive recommendations.
The auto manufacturer is hoping to make it easier on customers looking to schedule services on their vehicles by developing a platform to book online and mobile devices. Service providers will be able to provide information and recommendations for customers? automobiles within the mobile application, which can drive sales by making it more convenient.
"On average, 61 percent of consumers will abandon a site which isn't mobile-optimized (Google)," said Shuli Lowy, director of customer success for the Americas at TVTY. "Providing a solid mobile experience becomes increasingly more important when your key product offering is something that consumers will look up on a mobile device.
"A substantial portion of auto repairs and services are looked up on a mobile device, making it a particularly important for GM," she said.
Driving innovation
GM will be providing drivers with digital tools to make service appointments online, easing the tension of what can sometimes be a very frustrating experience for customers. Local dealers will be able to integrate into GM?s branded service system and allow nearby customers to browse services needed on their vehicles.
The platform will span many channels for users to make appoints on any device. Users can describe what is wrong with their vehicles or what needs to be done directly within the scheduling tool so users will not need to take another other measures to get their cars into the dealership.
Owners will also be able to see if there is a recall notice for their vehicles directly within the platform.
The service-scheduling tool is being developed by ELEAD1ONE, who has developed similar branded platforms for other dealers such as Kia, Nissan, Toyota, Chrysler, Dodge, Hyundai, Infiniti and Chevrolet.
Automotive mobility
A Ford executive at Forrester?s CXNYC 2016 discussed how FordPass, the automaker's digital platform and application, is delivering convenience with a one-stop approach for drivers that has already seen more than 40,000 registrations in just six weeks (see more).
Also, Nissan rolled out a new tablet application enabling car buyers to locate detailed information about specific models prior to making a purchase and proving that the automotive sector is going mobile in more ways than one (see more).
"On the local dealer level, many dealers realize the importance of having a solid multi-channel Web experience and providing easy scheduling features," Ms. Lowy said. "However, it isn't easy for a local dealer to put that together as their specialty is dealing with cars."
"Most dealers don't have sufficient scale to hire marketing, Web design, or UX personnel," she said.