In today’s automotive world, customers expect convenience, transparency and speed — especially in the service lane. This week on Dealer Driven, hosts Michael Hayes and Cameron Wilson sit down with Kim Saylor, senior director of fixed operations marketing at CDK Global, to explore how AI and digital tools are reshaping every step of the customer journey.
Smarter Scheduling, Happier Customers
More than 60% of customers still call dealerships to book service appointments — and they’re often stuck on hold for nearly nine minutes. Saylor explains how AI-driven scheduling eliminates that frustration by offering 24/7 appointment booking, immediate response times and automated follow-ups for missed calls. It’s a simple change that boosts efficiency, satisfaction and number of service orders.
AI-Powered Transparency
From digital check-in to personalized updates, AI is helping advisors access customer history, recall data and warranty information in seconds. Saylor highlights the growing role of customer portals, which let clients monitor repair progress, review inspection videos and approve work at their convenience.
Predictive Insights and Video Trust
AI doesn’t stop at automation — it predicts. By analyzing millions of repair records, dealers can anticipate maintenance needs, stock smarter and prevent costly delays. But Saylor says one tool still outperforms them all: video. Dealerships using technician-recorded inspection videos are seeing a 29% increase in hours per repair order, thanks to improved transparency and trust.
From AI scheduling to smart payments and predictive service, this episode of Dealer Driven shows how technology can transform your fixed operations — today.
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