As customer expectations evolve, service departments nationwide are responding to increasing demand for convenience. In today’s episode of CBT Now, Nolan Armpriester, director of operations at Kinley Automotive Group, shares how his team is meeting that demand with a strong focus on mobile service and how dealerships can avoid falling behind.
Kinley Automotive Group has had a standout year so far in fixed ops. The organization currently operates the number one mobile service department by volume in the United States. With a heavy emphasis on fleet and B2C customers, the department helps businesses minimize downtime for their critical fleet vehicles. Two of the group’s stores are also ranked No. 4 and No. 7 in the nation for fleet sales.
Start small, but start now
As convenience becomes a higher priority for consumers, Armpriester believes that mobile service is the future of fixed operations. Dealers who delay launching mobile offerings risk falling behind.
For dealers interested in launching their own mobile service program, it’s essential to understand that mobile technicians differ from in-store technicians. While experienced A-level techs often prefer working in a traditional service bay, entry-level techs tend to embrace the flexibility and independence of mobile roles.
He encourages dealers to start by offering complimentary services to local businesses, such as independent car lots or other dealerships, before expanding to individual customers. Building experience and refining the process before launching customer-facing operations is key, as the first impression can have a lasting impact.
"I'm a big believer in AI. I believe it will be in every corner of dealerships as we move forward, and in fixed ops, there are several uses."
How AI is revolutionizing fixed ops
Technology is also playing a growing role in the fixed operations sector. Service departments are increasingly turning to artificial intelligence (AI) to streamline operations, including scheduling, customer communication and dispatching. Armpriester’s team uses AI across all locations for reception, workflow and production management.
AI tools also help alleviate the burden on service departments and BDCs overwhelmed with phone traffic. By automating routine tasks such as recall calls, appointment scheduling and follow-ups, teams can focus on more critical tasks. These tools also improve customer service by ensuring no calls are missed and support is available 24/7.
Looking ahead, Armpriester sees further opportunities for AI in fixed operations, especially in areas such as recall mining. While platforms already exist to extract recall data from NHTSA and push it to dealerships, he believes there’s potential for these tools to scale further.
Tariff watch and long-term service opportunities
Although the Trump administration’s tariffs have not yet significantly impacted Kinley’s fixed ops performance, Armpriester says they are watching closely and preparing accordingly. With more consumers keeping their vehicles longer, service departments have an opportunity to maintain longer-term customer relationships and vehicle upkeep. His team is committed to sourcing used inventory by providing accurate vehicle appraisals for as many customers as possible in the service drive, turning routine visits into acquisition opportunities.
