As technology and customer expectations evolve, automotive service departments face pressure to adapt or risk falling behind. On the latest episode of Service Drive, Corey Smith, National Fixed Ops Training Manager at EasyCare, offered insight into how fixed ops leaders can improve retention, efficiency, and profitability through smarter processes and tools.
Smith emphasizes the growing impact of AI, telematics, and real-time vehicle data in reshaping service operations. While many dealerships still rely on traditional methods, those using connected vehicle alerts and predictive maintenance reminders are seeing better retention and higher margins, specifically among owners of out-of-warranty vehicles.
In the face of technician shortages and staffing constraints, Smith explains that AI-driven tools can extend the reach of service advisors by streamlining communication and scheduling. In high-volume environments, technology should be used to support people rather than replace them.
Additionally, customer engagement also plays a critical role. Service departments that use technician-created videos to explain repairs can build transparency and trust, leading to higher approval rates and better customer satisfaction. However, Smith warns advisors must follow up and provide personalized service to make these tools truly effective.
“If a picture is worth a thousand words, how much is a video worth, right? So if the technician can do a video that's concise and impactful, engaging, yes, go ahead and do it.”
Training was another key topic. Smith shares how modern service teams benefit from structured, real-time coaching models rather than outdated “sink or swim” onboarding. By integrating training into the daily workflow and focusing on real-world scenarios, dealerships can build stronger, more consistent advisor performance without disrupting daily operations.
Further, mobile service offerings also stood out as a priority. With convenience now a leading factor in customer decision-making, Smith encouraged dealers to start small, such as offering oil changes or recall services, and scale their mobile efforts based on demand.
Looking ahead, fixed ops success depends on how well dealerships can integrate data, optimize processes, and deliver on customer expectations. Dealerships that move quickly and strategically will be better positioned to capture long-term loyalty and growth.
