On today’s episode of Service Drive, we’re joined by Jeremy Stephens, Remote Operations Director at Bozard Ford Lincoln. The last time we spoke, his team had just hit an impressive milestone of 2,000 mobile service appointments in a single month. Stephens returns to share how they’re building on that momentum, what they’ve refined since then, and where mobile service is headed from here.
Rather than relying on new technology or automation, Stephens said the team returned to in-person networking, including chamber-of-commerce events, ribbon-cuttings, and local business gatherings. Over a three-month period, those efforts helped rebuild momentum, particularly within fleet accounts, which have become a central driver of mobile service volume.
According to Stephens, fleet business now accounts for approximately 45% of mobile service operations, up from an estimated 20% to 30% last year. The dealership’s internal goal is to reach a 50% fleet mix as demand for at-home and on-site maintenance services continues to expand.
Bozard operates about 40 mobile service vans, though Stephens notes that customer awareness remains a challenge. He believes that while many consumers in the market still do not recognize that dealership-branded vans provide full-service repair capabilities, some assume they are limited to parts delivery or logistics support.
To address demand, the dealership has also adjusted scheduling flexibility, particularly for fleet customers, including earlier start times and extended service hours when needed. Stephens said the focus has been on meeting customers where they are rather than requiring traditional in-dealership visits.
A key operational driver has been the business development center, which plays a central role in identifying which service requests qualify for mobile service. Staff are trained to proactively offer mobile options for eligible work, such as recalls and routine maintenance, helping streamline adoption across both retail and fleet segments.
The growth in mobile service has also strengthened customer relationships at the technician level, according to Stephens. Some customers now request the same technician for repeat visits, a dynamic he said has improved retention and trust while differentiating the mobile experience from traditional service lanes.
The dealership has also worked to reduce silos between departments, integrating fleet sales and service teams more closely. Stevens now participates in fleet sales meetings, and the groups share customer opportunities more directly, a shift he said has helped unify operations under a single dealership strategy.
Beyond operations, Bozard has launched a weekly “Mobile Service Monday” program on LinkedIn to share best practices and operational insights with the broader industry. The series has drawn attention from other dealerships and even prompted visits from competitors exploring mobile service expansion.
“We wanted to just bring awareness to mobile service and just the best tips and practices.”
Stephens has also created a mobile service mastermind group modeled after a 20-group format, bringing operators together monthly to review performance data and share strategies. The group is now preparing to expand as interest grows among newer operators entering the mobile service space.
Technician recruitment has also benefited from the model, with Stephens noting that mobile roles appeal to technicians seeking variety, outdoor work, and direct customer interaction. That engagement, he said, has contributed to stronger job satisfaction and retention.
