There is perhaps only one service that is universally enjoyed by customers, and when it comes to paying there is a particular convenience that needs to be found. Here, at VenueVision, we have discovered how simplification of this single aspect of the dealership experience can change the overall perception of the customers about their visit to the facility.

This is the tale of one dealership that needed the courage to cross the Rubicon and venture into digital transformation, only to emerge with better customers, greater revenue, and less strain on the employees, all because of the smarter automotive payment solutions.

Frustrated Customers and Long Wait Times

This dealership in Ontario, a medium-sized establishment, operated smoothly; at least that is what the management thought, over the years. However, behind the curtains, the service area was experiencing bottlenecks at the cashiers office and this was worse during rush hours.

The customers who left their cars there were agreed to wait reciprocally until their service was ready, however, not to wait in order to pay. They were only interested in being given a chance to pay and move on when the service was over. The manual payment process served as a sluggard though. Traffic would congest lines. Employees took the heat. And to make it worse, some customers wrote non-glowing reports about their waiting time.

They did not have a quality problem it was a payment process problem.

The Turning Point: Implementing a Modern Payment System

Having heard of the use of digital solutions by other dealerships that have been enhancing the customer experience in the automotive industry, the dealership contacted them to inquire about their possibilities. We guided them through several important tools, such as contactless SMS payment, links that work in the mobile environment, and notifications in real-time.

And soon the dealership realized the possibilities: instead of standing in the lines and paying their invoices with paper, what about the cases when the clients can just tap on the link, check their invoice, and pay it by phones, avoiding lines, paper, waiting times?

They have managed to do it by having a soft, controlled test in their service department. The impact? Immediate.

Real Results: Happier Customers and Streamlined Operations

In the first month, the dealership saw:

• A 40% increase in customers using mobile payments

• Shorter wait times at the cashier desk

• A noticeable drop in customer complaints related to payment delays

And yet the best of the outcomes? They began to score well in their CSI (Customer Satisfaction Index) ranks that all dealerships are sensitive to.

The service manager actually joked that it seems that “they added a second cashier without hiring anybody.”

And then there was additional unforeseen benefit: the technicians and advisors were less tense to conclude transactions rapidly, as customers did not crowd the front counter. This breathing space enhanced internal morale and general service to the customers.

They in turn realized that this transferred into other touch points, such as their car dealership shuttle service. There were no paperwork to be signed or invoices to be printed thus the shuttle drivers did not have to wait in order to receive payment. The whole process of pickup and drop off was smoother which added to a frictionless process.

Personal Anecdote: A Quick Win that Built Trust

One of the advisors shared a moment that stuck with the team. A regular customer—someone known to be a bit impatient—was in for a routine service. When she received the payment link via text and paid from the dealership’s waiting area in seconds, her reaction was: “Wow, that’s slick. Why don’t more places do this?”

That one comment was validation that the dealership was on the right track.

Why Automotive Payment Solutions Are Worth It

The fact is that, no matter how skilled your technicians are and efficient the communication between people within the team is, clunky checkouts might crush the customer experience.

Automobile payment solutions are not only about the technology used but more about establishing confidence, time and ease. It informs its customers that it appreciates their time.

Want the Same Results?

At VenueVision we assist the dealerships to install quick, safe, and convenient payment methodologies that take the service visit to a much higher level. Need to minimize wait time, enhance your car dealership shuttle service, or increase customer satisfaction index (CSI) scores via an enhanced automotive customer experience? We can deliver the resources to assist you in the process.

Are you ready to make a difference in how your dealership takes payments? Let’s talk.