TABLE OF CONTENTS 20 THE PROCESS AGENT! BY: SHON KINGREY with Kayser Automotive Group 16 JANUARY / FEBRUARY 2023 20 24 BOOST CUSTOMER SATISFACTION BY: ANTHONY GIAGNACOVO with CallRevu 16 54 50 28 26 THE MODERN SERVICE LANE BY: JASON BECKETT with Proactive Dealer Solutions 58 30 34 INSPECT WHAT YOU EXPECT BY: CAROL KITTS with Schomp Automotive Group LETTER FROM THE PUBLISHER BY: RON OVERS with FIXED OPS MAGAZINE SERVICE DEPARTMENT FREE STUFF BY: MIKE BAUER with BG Products, Inc. PARTS DEPARTMENT HELP YOUR PARTS MANAGERS SUCCEED BY: KAYLEE FELIO with PartsEdge, Inc. CASE STUDY PARTS PRICE OPTIMIZATION CASE STUDY BY: LES SILVER with Dynatron 62 ADMIN DEPARTMENT SPOTLIGHT ON WARRANTY PROCESSING BY: JIM ROCHE with WarrCloud 66 INDUSTRY UPDATE 66 DIRECTORY OF ADVERTISERS 36 38 7 STRATEGIES FOR EMPLOYEE ENGAGEMENT BY: COREY SMITH with National Auto Care 44 IDENTIFY RO BOOSTING KEY POINTS BY: ROB KEALEY with Sigma Marketinghttp://http:// http://38