CDK has recently expanded its Fixed Operations Suite, which has already been highly successful within the company’s Dealership Xperience Platform. Now, they are introducing the CDK Fixed Ops Suite for non-CDK customers. In the latest episode of Service Drive, Kim Saylor, Senior Director of Product Marketing for Fixed Operations at CDK, joins us to elaborate further on this development.
To start, Saylor highlights the challenges dealers face, such as doing more with fewer staff, increasing service revenue, and meeting growing customer demands shaped by other retail industries. CDK’s Fixed Ops Suite addresses these by automating time-consuming manual processes, like customer communications, while allowing dealers full control over message content and frequency.
The Suite leverages artificial intelligence (AI) extensively, from scheduling appointments and customer communication to technician video production. Dealers using the Suite report a 15% to 30% increase in labor hours per repair order (RO), translating into higher revenue without adding headcount.
Expanding the Suite to non-CDK dealers comes at a critical time, Saylor says, as fixed operations departments nationwide face persistent challenges. Early adopters praise the Suite’s ease of use, especially the scheduling tool and customer communication features, including video updates from technicians that build trust and transparency.
“We’re very excited to offer this to dealers outside of CDK DMS experience.”
Further, among the most praised features by early adopters are:
- AI virtual assistant for scheduling via phone, chat, or text, which accounts for 23% of appointments at pilot dealerships
- Multilingual smart replies and auto-translation into more than 50 languages
- Real-time updates through a customer portal, featuring technician videos, inspection forms, and photo documentation
- Smart scheduling AI, with 14% of appointments now being booked after business hours
- Noise-canceled technician videos with subtitles, allowing customers to review updates even during meetings
This technology isn’t just about efficiency; it’s also designed to foster transparency and trust. By giving customers clear visibility into their service process through photos, videos, and real-time updates, the Suite helps dealerships differentiate themselves from independent repair shops. Saylor added that this trust-building is crucial, especially when factory-trained technicians remain a top reason customers choose dealership service centers over chains.
Dealers using the Fixed Ops Suite have also seen up to a 30% boost in service revenue. With rising customer expectations and growing pressure on service departments, CDK’s move to open the platform to all dealerships comes at a pivotal time.
