Xtime Inc. on Feb. 11 announced it has signed an agreement with DaimlerChrysler to conduct a pilot program for the DaimlerChrysler Service eScheduling application. The application will be installed as a pilot at 25 of DaimlerChrysler's 2,400 five-star Chrysler/Dodge/Jeep dealerships and fleet accounts.
The pilot program is the latest in a series of DaimlerChrysler service initiatives designed to leverage technology to streamline the service repair process and improve the customer service experience.
DaimlerChrysler views the application as a unique vehicle to bridge the customer's online experience with their brick and mortar service processes. "The DaimlerChrysler Service e-Scheduling application is aimed at meeting the needs of both customers and dealerships," said David Li, service process and technology manager for DaimlerChrysler. "We looked at a number of applications before choosing Xtime's. Their resource automation technology was the most robust and the most extendable, and it represents a vital link in the chain of our customer/dealership service processes."
The application was previewed at the recently concluded National Automobile Dealers Association (NADA) Convention in New Orleans, the automotive retail industry's biggest annual event in North America. James Brockman, a Chrysler/Jeep dealer in Greenville, S.C., commented, "As a previous service manager, I recognize the power of providing faster and more effective customer communication through technology. The eScheduling application is another step in DaimlerChrysler's determination and commitment to be the best." Brockman was a representative on the Service, Parts, and Quality Committee of the Chrysler/Jeep National Dealer Council and is also the Council's North Carolina zone chairperson.
Customers can use the Service eScheduling application to view available service appointments at the dealership's Web site and schedule their own appointments or make changes to previously scheduled appointments. Self-scheduling by customers can significantly reduce the workload of service advisors and reduce the amount of time both parties spend on the phone.
Customer-loyalty features of the pilot application include immediate confirmation of service appointments and automatically generated, timely reminders of the date and time. In the future, the application could allow customers to check personalized Web pages to monitor the service histories of their cars, according to Xtime.
An online calendar of service appointments and an online roster of technician schedules give automotive service organizations an at-a-glance view of their operations, making it easier for service managers to harmonize supply and demand, according to Xtime. Service managers can also use the application to fine-tune day-to-day activities, monitor demand to ensure adequate staffing, and ensure that the right technicians are scheduled for the correct amount of time.
Xtime says its technology also supports personalized outbound e-mail marketing, which will enable automotive service organizations to leverage databases of customers and service histories.
"Dealerships juggle hundreds of requests for service, and there is a tremendous amount of friction in scheduling and coordinating customer requests," said John Stewart Lee, CEO of Xtime. "Dealerships are looking for ways to eliminate that friction and focus their attention on the customer, not the process. We're thrilled to partner with DaimlerChrysler to streamline the service appointment process while enabling their dealerships to provide a new level of customer convenience through the Service eScheduling application."
About Xtime Inc.
Founded in May 1999, Xtime is involved in services automation, providing electronic scheduling, resource optimization and demand management for schedule-driven businesses.
Xtime says its solutions increase revenues and reduce operating costs by filling every service time slot at the optimal price through increased utilization rates. According to Xtime, its solutions increase customer satisfaction by giving customers the convenience of self-scheduling through Web, phone and wireless devices.
Xtime is a privately held company. Its investors include Venrock Associates, Draper Fisher Jurvetson, Rosewood Venture Group and Innovacom, the venture capital arm of France Telecom.
Xtime is based in San Mateo, Calif., and can be reached at (650) 653-4000 or www.xtime.com.
