Infiniti Service Scheduling Proves Popular

Most service consultants would love to spend less time on the telephone setting appointments and more time with clients building satisfaction and loyalty. Infiniti has helped make that happen with ISES, freeing service consultants from telephone duties and giving clients the flexibility and convenience they desire. 

"People love it," says Randy Jones, parts and service director for Infiniti of Tustin in Tustin, California. "We do nearly 100% of our service business by appointment and clients love the way online scheduling works."

Several encouraging trends suggest the system is having its desired effect. As clients embrace ISES, Infiniti statistics show that service consultant call volume decreases.

Since its launch in the summer of 2010, more than 150 retailers have either adopted the system or are enrolled to add it in coming months.

Service consultants report more uninterrupted time consulting with clients because they are no longer tethered to phones, booking appointments.

"ISES helps create the luxury experience our clients expect," Griffin says. "If your doctor was constantly interrupted by phone calls, you probably wouldn't consider it a great experience. It's the same thing in the service department. People want to interact with their service consultant without a series of phone calls."

Service consultants at participating retailers report having more time to spend with clients in the service drive. They also have more time for follow-up, which is shown to boost satisfaction and loyalty.

Infiniti statistics say that telephone hold time at retailers without an online appointment option can reach 5 minutes or more. In addition, about 20% of service calls go unanswered during the day. The new online service combats both of those issues.

"Many clients expect to have the online option," Griffin says. "After all, when was the last time you called an airline to reserve a ticket? People expect to be able to be able to log on 24 hours a day to reserve a service."

ISES liberates service personnel from all aspects of appointment setting. The system generates appointment confirmations and can provide reminders via Web, e-mail, and text. It also manages a department’s appointment schedule to avoid overbooking.

Griffin says retailers can look for additional online services rolling out to help continually improve Infiniti customer retention and satisfaction.

Click here to check out the Infiniti Service Scheduler