Maximizing Shop efficiency: How Gus Brown Buick Achieves Over 50% Estimate Responses Within 10 Minutes

Keeping the shop running smoothly depends on getting quick approvals for additional repairs. At Gus Brown Buick, delays were common when customers couldn’t be reached by phone, and ensuring they fully understood the necessary work often took longer than expected. These delays extended the time vehicles spent on the hoist, negatively impacting overall shop efficiency.

Gus Brown Buick turned to Kimoby’s Dealership Engagement System (DES) to improve their approval process. By sending detailed, line-by-line estimates directly to customers' phones, they made it easier for customers to respond quickly. This led to:

Clearer communications
Customers now receive estimates directly on their phones, with each repair broken down into individual costs. This transparency helps them understand exactly what work is needed and makes it possible for them to approve or decline each repair separately. Angie Prince, Service Manager, notes, “It reduces sticker shock when it's broken down that way. Seeing the cost of each repair individually, rather than being hit with one big price, makes a big difference.”

Faster operations
Vehicles spend less time on the hoist as customers respond to repair requests within minutes. The ease of creating and sending estimates also saves time for Advisors, making the process more efficient.

Better customer experiences
Clear and detailed estimates mean Advisors spend less time explaining repairs and justifying prices. Additionally, Advisors can now monitor when a customer interacts with an estimate, enabling more timely and effective follow-ups. This proactive approach not only enhances customer satisfaction but also fosters a sense of trust and transparency.