Embracing Technology in Harley-Davidson Service Departments?

Embracing Technology in Harley-Davidson Service Departments?

Having started my career in service, and now managing a Harley-Davidson dealership, I've always been passionate about providing the best service experience for our customers. Recently, I had the opportunity to experience firsthand how technology can enhance this experience, and I'm excited to share my recent experience at the local car dealership with you. For reference, the city I’m located in, Winchester, Va, has a population of thirty-eight thousand, the county, one hundred thousand, bordering West Virginia. Sufficient to say most places aren’t very technology forward as you would expect in a charming rural town.

It all started when I needed to service my car. Instead of the traditional phone call or in-person visit, I decided to try out their online appointment scheduling system. It was incredibly convenient and user friendly—I could specify the services I needed, choose a time slot that worked for me, and receive instant confirmation, right on their website all from my phone or computer.

Leading up to my appointment, I received automated reminders via email and text messages, even a calendar invite, ensuring I didn't forget. The night before my appointment, I dropped off my car using the dealership's night drop box, not knowing when it would be checked in the next day.

The communication throughout the service process was exceptional. I received a text and email letting me know my car had been checked in shortly after the service department opened, later followed by another text message and email from the service writer detailing what it needed. The best part? The text included a link to an estimate with a breakdown of parts, labor, and total cost. I was able to review everything and even e-sign to approve the work—all without stepping foot in the dealership, or having to have an annoying phone call interrupt my busy day.

As the service progressed, I received automated updates on my car's status, keeping me informed every step of the way. When the work was completed, I was notified via text and email, and I could easily schedule a pickup time that fit my schedule.

When I arrived at the dealership, I was greeted by friendly staff who handed me copies of my paperwork and explained everything that had been done. To my surprise, they had also left additional paperwork in my car, detailing the service performed.

Reflecting on my experience, the only thing that could have made it better was if I could have paid online and picked up my car after hours. The convenience of completing the entire process digitally—from scheduling to payment—would have been the cherry on top.

Overall, my experience with technology in the service department was nothing short of impressive. They made it easy for me to buy in service, communicated and coordinated with me on my terms. By embracing these innovations, I’m sure Harley-Davidson dealers can elevate the service experience for our customers and continue to set ourselves apart in the industry. I'm excited to explore further opportunities to integrate technology into our dealership and provide even greater convenience for our valued customers. Is there any one using a program like this in HD? Surprisingly, the dealerships website was by Dealer Inspire, which is an HD approved vendor, but I haven’t seen this functionality on any HD dealer website. If you’re using or have seen a system like this in an HD dealer, please comment below!

Derek Sanders

Managing Partner at Dream Team Referrals - #1 Harley-Davidson, Powersports RV & Marine Industry Recruiters

7 个月

I thought it was more like 25 years behind?

Elizabeth Morgan

Senior SaaS Sales Executive | Automotive | Powersports | RV | Marine

7 个月

As you know I loved working with Harley Davison Dealers websites and their Payment conversion tools. As soon as I joined a new software company (Volie) the first thing I asked was "what about Powersports Dealers?". Volie's tech for BDC's would really benefit some of the H-D dealerships, especially in the service department! It does just about everything you described and more. Want to see it for yourself from a Motorcycle Dealer perspective to see if this would help with your service retention, increased appointments, customer satisfaction, etc?

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