THE CERTIFIED MAINTENANCE DIFFERENCE

We conducted a case study of a large General Motors dealership before and after our 12 Month Basic Maintenance Plan.
Retained customers are shown in green.

KEY
# represents visits per year

 

Our Goals:

• To create a positive first service experience in order to generate a greater number of two or more maintenance visits

• To create and implement a program to capture the 204 missed customer opportunities
Results After 12 Months:

• Dealer increased their customer’s retention from 11.2% to 63%


• The service department revenues more than doubled

 

• The GM dealership enhanced their service up-sale income

 

• They implemented a
lost-soul capture campaign to prevent missed maintenance opportunities