Overview
- Client: Leading Automotive Dealership Group (name withheld)
- Industry: Automotive – Dealership Service Operations
- Project Focus: Service Program Enrollment & Customer Retention
- Location: North America
Challenge
Dealerships rely on prepaid maintenance and service programs to keep customers returning. According to NADA, customers who service at the dealership are 2.5x more likely to purchase their next vehicle from the same store.
Yet despite the clear value, adoption often lags. Service managers told us they face three consistent challenges:
- Advisor Workload – Advisors are under pressure at check-in and can’t always explain program details.
- Customer Experience – Guests are rushed, distracted, or don’t absorb the full value in a 2-minute conversation.
- Tracking & Reporting – Without a consistent process, management lacks visibility into program enrollment data.
The result: missed revenue opportunities, weaker retention, and added stress on service teams.
Solution
The dealership group introduced Armodilo kiosks into their customer lounges to supplement advisor conversations and give guests a self-service option.
Key Solution Elements
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Placement in Service Lounge
Guests explore program details while waiting — no pressure, no time constraints. -
Self-Service Education & Enrollment
Customers review benefits like scheduled maintenance, roadside assistance, and cost savings, then enroll digitally or request advisor support. -
Advisor Efficiency
By shifting initial education to kiosks, advisors focus on relationship-building and essential vehicle updates. -
Brand-Aligned Design
The kiosks were customized to align with the dealership’s brand standards, ensuring a premium, consistent look across multiple rooftops.
Results
While each dealership measured outcomes differently, the group saw consistent patterns supported by industry research:
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Higher Program Enrollment
Cox Automotive reports that digital self-service tools increase product adoption rates by up to 25% compared to advisor-only discussions. -
Shorter Check-In Times
With kiosks handling initial program education, advisors spent less time on paperwork and more time engaging with guests. -
Improved CSI Scores
JD Power’s 2023 Service Satisfaction study found that dealerships offering digital touchpoints scored 40 points higher than those without. -
Long-Term Retention
NADA research shows that customers enrolled in service programs are 2.5x more likely to buy their next vehicle at the same dealership, reinforcing the strategic value of kiosks.
Conclusion
By integrating Armodilo kiosks into service lounges, dealerships turned a common bottleneck into a business advantage. Customers felt informed and empowered, advisors gained breathing room at check-in, and management saw stronger program adoption and retention.
This case demonstrates how premium, Canadian-made kiosk solutions can play a vital role in dealership operations, ensuring that customer loyalty programs reach their full potential.
About Armodilo Display Solutions
Armodilo Display Solutions has been the industry leader in premium tablet kiosks and enclosures since 2012. Proudly Canadian-made, our award-winning designs deliver secure, customizable solutions that blend seamlessly into automotive environments — from service lounges and showrooms to training centers and auto shows.
