When customer expectations are constantly rising, the role of automotive service managers like John Frazier has never been more critical. With over 18 years of experience under his belt, John has seen firsthand the impact that digital tools can have on service departments. Now, as the Fixed Operations Director for CDJR, Volvo, and BMW of Louisville, part of Automotive Management Services, Inc. (AMSI), John is leading a transformation that’s setting new standards for service excellence.
John’s journey with myKaarma’s ServiceCart Premium Video MPI began at a pivotal time in his career. Initially a skeptic, having once represented a competitor’s product, John’s firsthand experience with myKaarma at AMSI dealerships completely changed his perspective.
“I threw away all of the paper Multipoints that we had in stock and said to the team, ‘This is it—you want to make a quote, and you want to do an inspection? It’s going to happen on myKaarma.’”
This bold move was about more than just adopting new technology; it was about fostering a culture of transparency, efficiency, and trust within the service department. The shift from traditional paper-based processes to a fully digital platform was met with some resistance, but John’s leadership and commitment to modernization made all the difference.
One of the most significant changes that John implemented was the use of video in service inspections. By utilizing myKaarma’s ServiceCart Premium Video MPI, John was able to enhance the transparency of the service process, allowing customers to see exactly what was being recommended for their vehicles.
“The transparency that was created was night and day from doing a paper inspection…we weren’t just selling, we were showing.”
Transitioning to a digital platform wasn’t without its challenges. John faced resistance from staff who were accustomed to the old ways of doing things. However, his approach to change management was both strategic and hands-on.
“You need to be as intimately involved with and know the product as well as you expect your team to know it.”
His commitment to modernization didn’t just stop at implementation. John continued to refine the process, listening to feedback from his team and making adjustments where necessary. His leadership ensured that the transition was smooth and that the benefits of the new system were quickly realized.
The results of John’s efforts speak for themselves. Under his leadership, the dealership saw:
“myKaarma allows the advisors to stay in place, the technicians to stay in place, and maximize the time they’re at work.”
John Frazier’s story is a powerful reminder of the importance of embracing digital transformation in today’s service departments. The automotive industry is changing, and those who are willing to adapt and innovate will be the ones who thrive.
For other dealerships still relying on paper-based processes, the message is clear:
“Find a way to get away from that…You can’t inspect what you expect with paper MPIs. There’s just no accountability, no measurement.”
By following John’s example and leveraging the power of digital tools like myKaarma’s ServiceCart Premium Video MPI, service departments can not only improve their operational efficiency but also build stronger relationships with their customers.
By following these best practices and leveraging the capabilities of myKaarma’s ServiceCart MPI, other dealerships can replicate the success that John Frazier has achieved at AMSI dealerships, setting a new standard for service excellence in the automotive industry.
If you’re ready to take your service department to the next level, consider following in John Frazier’s footsteps. Explore how myKaarma’s ServiceCart Premium Video MPI can revolutionize your operations, increase profitability, and enhance customer trust.
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