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Rethink Service: How to Capture Every Opportunity

  • Room: 350-351
  • Session Number:FO7a
Thursday, January 26, 2017: 4:00 PM - 5:00 PM


Robert Leary
Director of Sales, Fixed Operations
Reynolds and Reynolds Company


Dealerships rely on CRM solutions in sales, but what about the back end? Dealerships are not tracking important metrics like declined services and profits from upsells. This presentation will offer specific ways you can embrace the CRM concept and implement modern tools in service to improve these processes, become more efficient, enhance the customer experience and accelerate profits.


Learning Objectives

• Create a standard, twenty-first century process for servicing vehicles.
• Implement tools to communicate and track important metrics.
• Identify bottlenecks and pain points.
• Take action with knowledge from data-rich reporting.