End Customer Point of View: How Audi of Pembroke Pines Boosts Customer Loyalty with myKaarma’s Service Lane Technology

When you think about taking your car in for service at the dealership, what’s the first thing that comes to mind? Probably the hassle, right? Scheduling an appointment, waiting around, and wondering if you're being upsold on things you don’t need. That’s exactly what Darjan Milosavac, a former car salesman and now CEO & Co-Founder of StockLog, expected when he took his vehicle to Audi of Pembroke Pines, part of the Holman Automotive Group.

Instead, Darjan’s experience turned out to be smooth, transparent, and trustworthy—thanks to myKaarma’s service lane technology. Here’s how the dealership, leveraging myKaarma, delivered a frictionless process that earned his loyalty.

Challenge: The Typical Service Experience

With years of experience in the automotive industry, Darjan knew what could go wrong during a service visit. A breakdown in communication can leave customers in the dark or leave them feeling like they’ve been pushed into unnecessary services.

“When I was working in automotive sales, I used to get calls from my customers saying, ‘I left my car there yesterday, and I don’t know what’s going on,’” Darjan recalled. “Customers get anxious when they don’t have information, and that leads to frustration. They called me in sales for help because they had a trusted relationship with me and not the team in the service drive.”

Audi of Pembroke Pines wanted to find a way to maintain transparency and build trust throughout the service process and avoid these common pain points.

Solution: A Seamless, Transparent Process

From the moment Darjan scheduled his oil change and tire rotation online, he noticed a major difference in how Audi of Pembroke Pines operated. The process, managed by myKaarma’s fixed ops platform, was effortless.

“Everything, from the easy scheduling online to clear automated and streamlined communication, was seamless until the moment I picked up my vehicle after the work was done,” Darjan said.

Through myKaarma’s text messaging system, Darjan received timely updates without feeling overwhelmed. He appreciated how the communication kept him informed at every step without pushing for extra services.

“There’s no way in the world I would forget my appointment because I got the right amount of information—just enough reminders without anyone trying to upsell me,” Darjan added.

The Game-Changer: Technician Video Communication

One feature that truly stood out to Darjan was the technician video he received during his service. In the video, the technician gave a detailed walkaround of Darjan’s vehicle, showing the condition of his tires and explaining what needed attention.

“My favorite part was seeing the video from the technician explaining what had been done and what I might need in the near future. That’s transparent selling, and it earned my trust,” Darjan said.

This level of transparency transformed Darjan’s view of the service process. Instead of relying on a service advisor’s explanation, which could sometimes feel like a sales pitch, he could see the condition of his vehicle for himself. It empowered him to make informed decisions without feeling pressured.

“For me, it wasn’t about being sold on something. The technician showed me exactly what was going on with my car, and I could make the decision on what to do next,” he said.

Results: A Frictionless and Efficient Experience

From the moment Darjan dropped off his car to the time he picked it up—just over two hours later—his experience was efficient and professional. With clear communication, a transparent process, and no unnecessary waiting, Darjan left feeling more than satisfied.

“There was no drama, no hassle. It’s like the experience you get at Chick-fil-A, where everything is systematic, fast, and frictionless,” Darjan noted, emphasizing the dealership’s operational efficiency.

Why This Matters for Dealerships

Darjan’s experience highlights how communication, transparency, and efficiency are the key factors in building long-term customer loyalty. By using myKaarma’s service lane technology, Audi of Pembroke Pines delivered a service experience that set them apart from other dealerships.

Dealerships that invest in this type of technology and commit to clear, transparent communication—through tools like technician videos—are better positioned to build trust and retain customers. In today’s competitive market, it’s not just about providing a service; it’s about making customers feel valued and in control.

When asked if he would consider going elsewhere for service, Darjan’s response was immediate: “They earned me as a customer, without a doubt.”

Conclusion

Audi of Pembroke Pines, supported by myKaarma’s fixed ops platform, transformed a routine service visit into a standout experience that earned Darjan Milosavac’s loyalty. By focusing on transparency, communication, and a frictionless process, they built a customer relationship that will last.

For dealerships looking to enhance their service experience and foster long-term loyalty, learn more about myKaarma’s service lane technology by requesting a demo from our team of experts.