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Fixed Operations

Advantage

New Consumer Portal Makes Communication Even Better

By revolutionizing communication with a consumer portal, CDK is providing more effective and personalized interactions throughout the consumer service experience. This effortless channel provides key value to dealerships through asynchronous communications, so your customers can stay informed of their repairs and can get details when it’s convenient for them. With the portal, your Service Advisors are freed up from answering phone calls and providing status updates or explaining difficult repairs.

Technician Workflow (TK)

Do you want to keep your Technicians all in one place? We are currently in pilot for our new Technician Workflow (TK). With this newly enhanced functionality, your Technicians will be able to:

  • Clock on/off punch times for repair orders
  • Pause and resume the Technician timer with predefined reasons (hold for parts, customer, other)
  • Control timer actions like stop, pause and resume, plus they can act on important details such as 3Cs, notes and punch time history — all from a convenient new Punch Time panel
  • View and pause active timers even when navigating away from a repair order
  • View actual time spent for all service lines on a specific repair order

Want a bird's-eye view into your Technicians' efficiency? This new functionality gives your Advisors and Service Managers the ability to:

  • View the actual time run by all Technicians for all service lines on a specific repair order
  • Add multiple Technicians to work on a service line
  • View consolidated actual time spent by all Technicians

Want to learn more or join our pilot group? Fill out this form and we’ll contact you soon to see if you qualify.

CDK ServiceView Communication Enhancements

We’re excited to introduce enhancements to the Away feature for Service Advisors that provide better control over availability and customer communication. It's now easier to ensure that customers stay informed and service requests don’t go unanswered.

Away Duration

Advisors can now set specific time ranges for their Away. Once the set time expires, the system automatically reverts and shows them as available, eliminating the need for manual updates.

Away Options

Advisors now have two powerful options to manage incoming messages while they are away.

  • Delegation: Redirect all incoming messages to another Advisor, so all customer inquiries can be handled promptly. This allows for coverage of open repair orders.
  • Custom Auto-Response: Set an automatic message to inform customers of the Advisor’s absence and expected return time.
    • *Only one option can be used at a time.

How to get started:

  • Navigate to Away settings in your profile.
  • Select your return date and time.
  • Choose Delegation (assign messages to a colleague) or set a Custom Auto-Response.
  • The system will automatically restore availability when the set time expires.
ARTIFICIAL INTELLIGENCE

AIVA (Artificial Intelligence Virtual Assistant)

Introducing AIVA for Fixed Operations

Meet AIVA, your Service Advisors’ new best friend. Our AI-powered virtual assistant schedules appointments in real time and is fully integrated into the appointment scheduler using your capacity settings. AIVA answers every call 24/7 and doesn’t keep customers on hold, so your staff can optimize efforts that generate more service revenue and elevate the customer experience.

AIVA is:

  • A Natural Conversationalist: AIVA combines machine learning, natural language processing and generative AI to deliver intuitive, conversational responses in 50+ languages.
  • An Extension of Your Team : AIVA can answer all calls — 24 hours a day, 365 days a year — but also knows when to pass calls over to your team for further assistance.

Increase Service Revenue

Schedules appointments during and outside of normal business hours and answers all calls, including multiple simultaneous calls, 24/7

Improve Customer Satisfaction

Never leaves customers on hold and provides a conversational and intuitive dialogue in over 50 languages

Optimize efficiency

Seamless integration with Appointment Scheduler uses dealer capacity settings, so staff can focus on high-value tasks

Over $142 Billion Is the Annual Total for Dealership Parts and Service Sales*

*NADA 2023 Data Report

Keep Up With Everything Fixed Operations

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Additional Resources

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