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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 lost customer opportunities
• To create and implement a program to capture lost 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
