Hyundai Motor America today completed the first of a multiphase program to provide customers with more convenience and assurance when planning and scheduling service for their Hyundai. Through an industry-leading customer relationship management platform, the Hyundai Online Service Scheduling Program will not only streamline the process for customers, but will significantly improve scheduling and resource utilization for dealerships, resulting in improved customer service and more efficient service operations. The program effectively extends Hyundai Assurance, which includes the 5-year/60,000-mile fully transferable new vehicle warranty, Hyundai’s 10-year/100,000-mile powertrain warranty and 5-years of complimentary Roadside Assistance, through the entire service experience for Hyundai owners.
The first phase of the Online Service Scheduling Program is called Electronic Service Menus (ESM). Electronic Service Menus provide make-, model- and even VIN-specific information about the service requirements for an owner’s vehicle. The online system, available 24/7, will clearly explain different service options, including manufacturer-recommended maintenance and premium dealer offers. Electronic Service Menus have now been rolled out to nearly 800 Hyundai dealerships in the U.S. and are accessible through www.hyundaiusa.com.
Hyundai’s implementation of the Online Service Scheduling Program precedes the launch of its all-new flagship, the Equus premium sedan. With Equus, Hyundai is ushering in new customer relationship management tools that save owners both time and money. Examples include valet service for appointments and an iPad that will contain the entire Equus owner’s manual. Hyundai’s Online Service Scheduling Program is yet another result of this dedicated effort to enhance the customer experience. It will be fully implemented by the end of 2010 across Hyundai’s U.S. dealer network and be available to every Hyundai owner.
“Hyundai’s Online Service Scheduling Program will bring the owner, dealer and manufacturer into alignment when it comes to after-sales service and maintenance,” said Barry Ratzlaff, director of service operations, Hyundai Motor America. “Through the online portal Hyundai owners can access the full range of service options and recommended pricing for their vehicle, providing assurance that their service needs are exceeded. You don’t have to own a luxury car to get treated to the luxury service experience.”
In phase two of the implementation, Electronic Service Menus will be integrated with Online Service Scheduling, management reporting and certified DMS connectivity. This instant connection to local Hyundai dealerships’ service departments ensures that both the expertise and equipment will be available at the dealership when customers make their appointment, eliminating needless delays and improving the utilization of fixed assets in the shop. Owners can also print itemized service menus on demand through an easy-to-use web interface, and sign up for personalized appointment notifications and repair status sent by e-mail and text.
In the final phase, Hyundai dealers will have the option of automating and integrating Electronic Service Menus and Online Service Scheduling with call center and Smartphone scheduling, comprehensive shop control, greeter boards and email/text-based service marketing on a unified web-based platform. By integrating both the customer-facing and back-end technology, Hyundai dealers can further improve the customer service experience and generate increased service and parts revenue by increasing retention and improving efficiency.