D E A L E R OP S & M ANAGEM ENT: F ixe d Oper at i ons By Cassie Ciopryna Marketing Communications Specialist, CallSource Data Doesn't Lie: Improve Your Fixed Ops Department and Yield Higher ROI for Your Dealership Despite car sales being a number one priority for most auto dealerships, the fixed ops department has become increasingly important, and dealers are finally starting to notice. Recent inbound auto- motive call data published from a sampling of over 106 million phone calls over four years confirms the signifi- ALMOST HALF OF ALL SERVICE CALLS DON'T RESULT IN AN APPOINTMENT. IMPROVING INBOUND PHONE PATTERNS IS THE KEY TO EARNING MORE BUSINESS." 6 M AY 2 0 1 9 D I G I TA L D E A L E R . C O M cance of fixed operations since 75% of all possible inbound revenue-generating calls to dealerships come from this department(1). 2018 NADA data shows total service and parts sales have increased from about $40 billion in 2012 to more than $58 billion in 2018. While these numbers are significant, there are still many improvements to be made to really get the most out of your service and parts department. Although fixed ops sales have been increasing, and the majority of phone leads are calling to this department, the same inbound auto call data study also shows that less than half of these leads end up in an appointment. Are you tracking your inbound calls to have a full picture of what's happening with leads phoning your fixed ops department? Below are a few tips to start implementing so that you can begin improving your fixed ops department and maximizing the leads reaching out to your dealership in this ever-growing and important facet of your business. STOP LETTING CALLS GO UNANSWERED Unanswered calls or calls transferred straight to someone's voicemail have no benefit for your dealership. Show your potentialhttp://www.DIGITALDEALER.COM