Fixed Ops Journal - April 2020 - F18
FIXED OPS JOURNAL
JOE WILSSENS
EXPEDITING SERVICE
Customer demand to skip the lines spurs growing dealership use of kiosks
E
RICK POPELY
xpress-service kiosks that allow customers to check in and out of service departments on their own
schedule largely have been a novelty offered by a small number of dealerships.
But that is likely to change quickly as major
suppliers of the machines and vehicle manufacturers gear up for expansion.
In February, Reynolds and Reynolds - one
of the largest providers of dealership management systems - acquired GoMoto, the biggest supplier of self-service kiosks to U.S. dealerships.
GoMoto supplies kiosks to several manufacturers - including Ford, Volkswagen, Honda
and Kia - for pilot programs, as well as major
dealership groups such as Penske Automotive
Group and Lithia Motors.
Some of GoMoto's kiosks allow customers
only to check in and drop off their keys. A
newer version - which Reynolds is increasingly rolling out - also lets customers pay
and pick up their keys during or after business
hours, among other capabilities.
PAGE 18
least three Chevrolet dealerships in the Phoenix area are promoting express check-in
through Storm kiosks, though Storm would
not confirm whether it has a formal arrangement and GM declined to comment.
foj@autonews.com
APRIL 2020
Uncertain impact
GoMoto kiosks on display at the Reynolds
booth at the NADA Show in February and in
use at Performance Toyota in Pennsylvania.
A competing kiosk manufacturer, Storm Kiosks Inc. of Calgary, which has a strong presence in Canada, is looking to expand in the
U.S. and has an agreement with Volkswagen
of America to supply kiosks to some dealers.
All of Storm's kiosks allow customers to drop
off their keys in the machine when they check
in and to pay and pick up their keys 24/7.
General Motors also is getting involved. At
The coronavirus pandemic could potentially make self-service kiosks more appealing to
consumers who want to avoid personal contact.
"Before, you would hear a lot of people say
that they want to get that personal experience
and you can't beat the human interaction,"
says Nathan MacKenzie, a co-founder of
Storm Kiosks. "But right now we're going in a
separate direction."
The pandemic, though, could also slow
growth of kiosk use as dealerships and vehicle
manufacturers pull back on expenditures.
Volkswagen spokesman Michael Tolbert says
the automaker has "paused the evaluation" of
its kiosk programs because of the COVID-19
virus.
see KIOSKS, next page
Fixed Ops Journal - April 2020
Table of Contents for the Digital Edition of Fixed Ops Journal - April 2020
Contents
Fixed Ops Journal - April 2020 - Intro
Fixed Ops Journal - April 2020 - F1
Fixed Ops Journal - April 2020 - F2
Fixed Ops Journal - April 2020 - Contents
Fixed Ops Journal - April 2020 - F4
Fixed Ops Journal - April 2020 - F5
Fixed Ops Journal - April 2020 - F6
Fixed Ops Journal - April 2020 - F7
Fixed Ops Journal - April 2020 - F8
Fixed Ops Journal - April 2020 - F9
Fixed Ops Journal - April 2020 - F10
Fixed Ops Journal - April 2020 - F11
Fixed Ops Journal - April 2020 - F12
Fixed Ops Journal - April 2020 - F13
Fixed Ops Journal - April 2020 - F14
Fixed Ops Journal - April 2020 - F15
Fixed Ops Journal - April 2020 - F16
Fixed Ops Journal - April 2020 - F17
Fixed Ops Journal - April 2020 - F18
Fixed Ops Journal - April 2020 - F19
Fixed Ops Journal - April 2020 - F20
Fixed Ops Journal - April 2020 - F21
Fixed Ops Journal - April 2020 - F22
Fixed Ops Journal - April 2020 - F23
Fixed Ops Journal - April 2020 - F24
Fixed Ops Journal - April 2020 - F25
Fixed Ops Journal - April 2020 - F26
Fixed Ops Journal - April 2020 - F27
Fixed Ops Journal - April 2020 - F28
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