Colorado’s #1-rated Subaru dealer credits iService for driving customer satisfaction

The way customers experience your service lane has changed — and their expectations are higher than ever.

Flatirons Subaru recognized the shift and decided to level up with iService.

Here’s how they did it:

• Adopted technician video inspections to give customers transparent, visual proof of their vehicle needs.
• Used estimating tool to deliver fast, accurate repair quotes straight to their customers’ phones.
• Dialed in the processes by partnering with our Implementation team.

Their results? Happier consumers, outstanding reviews, and more gross profit.

“Our customers love the videos, and it shows in our reviews. We maintain a 4.8 out of 5.0 Google rating — the highest of any Subaru retailer in Colorado.”

— Michael Boudrieau, Fixed Operations Director, Flatirons Subaru

Learn how Subaru dealers are winning with iService.

Simplify Communication and Drive More Approvals in Your Service Lane

When a customer can visually see what’s wrong with their vehicle, the decision to approve repairs becomes a lot easier. That’s why video multi-point inspections (Video MPIs) are quickly becoming a must-have in service lanes.

Stocker Subaru recognized that their processes were slowing things down and decided to modernize their service lane.

Here’s what they did:

• Leveraged iService’s platform to streamline communication between advisors, technicians, and customers.
• Drove customer transparency and confidence with technician videos, MPIs, and digital approvals.
• Ensured adoption by technician and advisor by through a smooth rollout.

The results? Faster communication, more approvals, and happier customers.

“The transparency iService offers our customers – through technician videos, MPIs, and digital approvals – has enhanced trust and driven measurable increases in customer satisfaction and RO approvals.”

Gus Soellner, Service Manager, Stocker Subaru

Streamline Service Operations and Boost RO Performance

When East Hills Subaru of Sayville brought in a new Parts & Service Director, they quickly discovered a standout advantage – iService.

Here is what they found:

• Professional communications by leveraging modern technology for their customers by sending technician videos and digital MPIs.
• Simplified workflows advisors and technicians using iService’s friendly user interface and user experience.
• Reduced friction by leveraging best practices from the Implementation team to ensure processes were operating smoothly.

The result? One of the highest Video and Digital MPI usage rates in the region which is delivering higher CSI as well as increased parts and labor sales.

“I’ve used other vendors, and this tool is one of the best. We’re one of the highest Subaru dealers in our area in usage, and it’s helped our NPS and Labor and Parts sales in the short time we’ve used it. The tool is professional, easy to use, and iService support is always there when we need them. iService is top notch!”

Parts & Service Director, East Hills Subaru of Sayville

Positive Customer Feedback About Tools and Processes

After nearly three decades in fixed operations, Jim Largue has seen plenty of tools come and go, but only one earned consistent praise directly from customers and that is iService.

Here’s what Covington Pike Subaru does:

• Built transparency into every visit with videos showing the customer’s vehicles and the technician recommendations.
• Simplified workflows for advisors, techs, and managers with an easy-to-use platform designed around the customer experience.
• Delivered high survey scores outperforming district, zone, region, and national averages each quarter.

The impact? Customers mention iService by name in surveys praising its transparency and ease of use and the dealership continues to outperform peers across every service metric.

“Some tools may still be around in the market, many are gone only iService was consistently called out as a positive in customer survey It’s built for the customer, easy to use, connects techs directly with customers, and delivers results such as a 5-point score above district, zone, region, and national each quarter.”

Jim Largue, Fixed Operations Director, Covington Pike Subaru

Modernize Your Service Lane for a Better Customer Experience

After years of trying all of the tools that overpromised and underdelivered, Wayne Subaru’s Service Manager, Jerry Ciriaco, wanted something that truly worked for both his team and his customers.

Here’s what they did:

• Focused on customer transparency and convenience as they selected a tool with superior video, MPI, and consumer engagement.
• Delivered professional, safe walkarounds that give customers a full view of their vehicle without stepping into the shop.
• Streamlined approvals by leveraging quoting and mobile payments to make the customer experience effortless.

The outcome? A smooth rollout that won over 99% of customers said they loved with substantial positive feedback such as “that video is awesome” and “so much easier than other places”.

“iService gives customers the best view of their car without having to enter the shop. It’s easy for both customers and advisors — and 99% of people love it. I’d recommend it 100%.”

Jerry Ciriaco, Service Manager, Wayne Subaru