A Common Challenge in Service Departments
Across North America, automotive dealerships rely on service and maintenance programs to drive retention. These programs — whether complimentary or prepaid — keep customers coming back for scheduled service, improve satisfaction, and create predictable revenue for the dealership.
But there’s a gap. While service programs are valuable, many dealerships struggle to consistently enroll customers. Advisors are often juggling multiple check-ins, calls, and updates. Customers, meanwhile, may be rushed or distracted. The end result is missed opportunities.
Industry data confirms the stakes:
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Customers who service at the dealership are 2.5x more likely to purchase their next vehicle there (NADA).
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CSI scores are up to 40 points higher when dealerships use digital touchpoints at service check-in (JD Power 2023).
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When given digital tools, customers are 25% more likely to purchase additional products or plans (Cox Automotive).
Dealerships know these programs drive loyalty and revenue — but the enrollment process is often the weak link.
The Challenge: Advisor Bandwidth and Customer Experience
In a typical dealership service lounge, advisors have only minutes to check customers in, review maintenance, and answer questions. Adding a program enrollment pitch to that moment is difficult.
Three key issues come up again and again:
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Advisor workload. With phones ringing and service bays filling, there’s rarely time for a detailed program discussion.
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Customer distraction. Guests want to get in and out quickly, making them less receptive to enrollment offers.
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Inconsistent tracking. Without a standard process, enrollments aren’t always logged, leaving managers without reliable data.
This creates a gap between program potential and actual adoption.
The Solution: Self-Service Kiosks in the Service Lounge
To address this, several service departments have turned to Armodilo kiosks as a self-service option.
How It Works
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Placement in the lounge. While waiting for service, guests can explore program details at their own pace.
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Digital education. Maintenance intervals, roadside assistance, and cost benefits are presented clearly on screen.
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Self-enrollment. Customers can sign up directly or flag interest for an advisor to finalize.
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Data capture. Enrollments are logged consistently, giving managers clear reporting.
Design Considerations
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Compact footprint. Kiosks don’t disrupt lounge flow.
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Brand alignment. Units can be customized to Toyota, Lexus, or other OEM brand standards.
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Durability. Secure enclosures protect devices in high-traffic environments.
The kiosks don’t replace advisors — they free them. Advisors still confirm details, but the initial education happens digitally, with customers in control.
The Results: What Dealers Are Seeing
Even without naming specific dealerships, the results across multiple deployments tell a consistent story.
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Higher Enrollment Rates
When guests can self-educate, they’re more likely to sign up. Cox Automotive research shows digital exploration increases product adoption by 25%. -
Reduced Advisor Burden
By shifting initial education to kiosks, advisors spend less time explaining paperwork and more time focusing on relationship-building. This leads to shorter check-in times and more efficient service flow. -
Improved CSI Scores
JD Power’s 2023 U.S. Customer Service Index found that dealerships offering digital check-in tools scored up to 40 points higher than those that did not. -
Retention Impact
According to NADA, retained service customers are 2.5x more likely to buy their next vehicle from the same dealership. Every additional program enrollment strengthens this long-term loyalty.
Why It Matters: Strategic Value for Dealerships
Maintenance programs aren’t just a nice add-on — they’re a strategic driver of customer retention and revenue. By supporting them with kiosks:
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Customers feel informed and empowered.
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Advisors get relief from overburdened check-in desks.
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Dealerships capture more consistent revenue and loyalty.
It’s a modern, premium experience that reflects the dealership’s brand and delivers measurable business impact.
Conclusion
Dealerships that implement kiosks in their service lounges aren’t just adding technology — they’re creating a better way for customers to understand, value, and commit to service programs. The combination of higher enrollment, improved CSI, reduced advisor strain, and stronger retention makes kiosks one of the most effective tools a service department can implement. This blog scratches the surface — explore the complete [case study] to see how kiosks are transforming dealership service operations.
About Armodilo
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.
