Dealerships can increase customer satisfaction and drive long-term profits by improving communication between finance and insurance (F&I) and service departments, Paul Brown, Vice President of Ascent Dealer Services, said on the latest episode of F&I Today.
Brown emphasized that many dealerships struggle with a disconnect between F&I and service, leading customers to be bounced between departments when they have product questions or need to file claims. The resulting frustration can reduce customer loyalty and limit sales of ancillary products.
“The customer shouldn't feel any difference from F&I to service. It should feel like one department that's working together, they're just in separate offices.”
“When F&I and service work together, a customer’s experience becomes seamless,” Brown said. He notes that this alignment not only improves satisfaction but also drives repeat business and referrals.
He outlined practical steps to close the gap:
- Monthly roundtables between F&I managers, service advisors, and service managers to share updates, product knowledge, and real-world experiences.
- Daily visits by F&I managers to service departments to gather insights on repairs, claims, and vehicle trends, allowing F&I staff to discuss products with current, accurate data.
- Comprehensive product education for service advisors on current and legacy F&I products, including access to claim portals, 800 numbers, and procedural documentation.
Brown stressed that when service advisors can confidently explain products and assist with claims, customers are more likely to perceive value and purchase additional coverage. Service departments can also proactively discuss service contracts or ancillary products during routine maintenance or repairs, capturing revenue that might otherwise be lost.
Moreover, Brown stresses that dealerships must treat F&I and service as a continuous, collaborative cycle. If the experience isn’t seamless, he believes, the customers may take their business elsewhere, and both departments miss out on potential profits.
By integrating these strategies, Brown said, dealerships can not only improve customer satisfaction but also enhance long-term retention, generate referrals, and maximize revenue from both F&I and service operations.
