Mopar expects Express Lane experiment to cut wait times

Article by Christian A., on January 27, 2014

Mopar is currently conducting an experimental quick-stop service operation separate from the dealership that allows Chrysler customers to avail of basic maintenance services like oil changes and battery sales without having to set an appointment. The Express Lane experiment should show Chrysler dealers how they could improve service profits and hire promising technicians for their dealerships, according to Mopar. About a third of the Chrysler's 2,400 dealerships have Express Lane in their service departments. Only one dealership -- Freedom Dodge-Chrysler-Jeep-Ram in Duncanville, Texas -- has opened an Express Lane site that isn't physically linked to it.

According to Pietro Gorlier, global head of Mopar, the experiment in Duncanville – which features a four-bay stand-alone Express Lane center – targets to determine if dealerships can compete better with independents by offering the service. “The dealers are surrounded. There are an average of 37 independents around each of our dealers in the United States," Gorlier remarked.

Chrysler dealerships that have installed Express Lane in their service departments managed to sell more parts and write more repair orders than those without, Gorlier said. However, once stand-alone service areas become too busy, the Express Lane concept would be overwhelmed with longer wait times – resulting to a degradation of a dealership's appeal.

According to Gorlier, Express Lanes would enable dealers to separate basic maintenance work and keep customers rolling without clogging a busy service area. "You get to a point where you see dealers with 1,000 repair orders per month," Gorlier said, adding that would mean “a lot of traffic.”

He noted that dealers need to dismiss the customer perception that a visit will take more time and will be less convenient than going to an independent. He remarked that aside from reducing times, an Express Lane could provide dealers more flexibility with extending service hours. He added that an Express Lane could also serve as a training ground to identify and develop talented entry-level technicians. [source: automotive news - sub. required]

Topics: mopar

If you liked the article, share on:

Comments

Recommended

We first heard of the fifth generation SEAT Ibiza earlier this year, and last week, the company finally revealed the all-new Ibiza at the international launch in Barcelona. The new...
by - May 22, 2017
The aftermath of the Takata airbag recall still largely resounds in the automotive industry, as big automotive companies like BMW, Mazda, Subaru and Toyota were extensively hit with what is...
by - May 22, 2017
Amid reports that major rival Volkswagen would cease producing 2016 and 2017 model year diesel cars following the wake of the "Dieselgate" scandal, it’s believed that Chevrolet sees its opportunity...
by - May 22, 2017
Honda recently whips out a new feature for the S660 Bruno Leather Edition. Any guesses? Well, it’s going to be an iPhone app that goes by the name Rev Beat....
by - May 22, 2017
And so it goes, Ford is not at all closing its doors to an all-electric F-150 pickup. The American manufacturer initially laid out its plans for an F-150 hybrid earlier...
by - May 22, 2017
Facebook

Youtube Channel

Tip Us
Do you have a tip for us?
Did you film an important event?
Contact us
Newsletter
Subscribe to our newsletter!
Subscribe
Galleries