Fixed Ops Journal - June 2020 - F10

A NEW ERA

COVID-19 moves pickup and delivery into mainstream brands
RICHARD TRUETT

T

rtruett@crain.com

hanks to COVID-19, the era of
pickup and delivery is here.
Before the pandemic, a
growing number of stores selling
mainstream brands were slowly
rolling out pickup and delivery options for
their service customers.
But now it's pedal to the metal as pickup
and delivery of customers' vehicles has
emerged as one of the most effective ways
fixed ops directors can keep their service
bays busy while reducing the risk of exposing service advisers, techs and cashiers to
the virus.
An added bonus: Pickup and delivery

Volvo, along with other brands,
has developed custom software
for dealers to integrate into their
websites for vehicle pickup and
delivery services.
PHOTO COURTESY OF VOLVO

PAGE 10

JUNE 2020

means fewer customers hanging out in
lounges waiting for their vehicles to be
fixed, further helping stores remain virus-free.
In late March, Ford began subsidizing
dealerships that pick up and deliver customer vehicles. Customers are not charged
for pickup and delivery. Ford covers dealers' costs by paying them $50 per repair
ticket on cars picked up, serviced and returned. In May, more than 2,800 Ford
stores - about 90 percent of all U.S. franchisees - were offering pickup and delivery. All Lincoln dealers offer the service as
standard on 2017 and newer vehicles.
Volvo pulled forward an 18-month test of
pickup and delivery and rolled out the pro-

gram nationally to its dealers on March 31.
Other dealers are working independently with companies such as Redcap,
myKaarma or Clutch Technologies to offer
the service. Cox Automotive officials say
about 1,100 more dealers today are using
its Xtime software to offer pickup and delivery than a year ago.

Some benefits
Ask fixed ops directors who have been
offering pickup and delivery since before
COVID-19 why they're picking up a customer's vehicle, servicing it and then delivering it back to the customer's driveway
or workplace and they'll tell you they are
seeing:



Fixed Ops Journal - June 2020

Table of Contents for the Digital Edition of Fixed Ops Journal - June 2020

Contents
Fixed Ops Journal - June 2020 - F1
Fixed Ops Journal - June 2020 - F2
Fixed Ops Journal - June 2020 - Contents
Fixed Ops Journal - June 2020 - F4
Fixed Ops Journal - June 2020 - F5
Fixed Ops Journal - June 2020 - F6
Fixed Ops Journal - June 2020 - F7
Fixed Ops Journal - June 2020 - F8
Fixed Ops Journal - June 2020 - F9
Fixed Ops Journal - June 2020 - F10
Fixed Ops Journal - June 2020 - F11
Fixed Ops Journal - June 2020 - F12
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Fixed Ops Journal - June 2020 - F15
Fixed Ops Journal - June 2020 - F16
Fixed Ops Journal - June 2020 - F17
Fixed Ops Journal - June 2020 - F18
Fixed Ops Journal - June 2020 - F19
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Fixed Ops Journal - June 2020 - F21
Fixed Ops Journal - June 2020 - F22
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Fixed Ops Journal - June 2020 - F24
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