How One Dealership Group Boosted Confidence, Cut Costs, and Earned More Trust

In today’s fixed ops landscape, trust isn’t just a customer-facing issue—it’s an internal one, too. When your team doesn’t fully believe in the process, it shows: skipped MPI videos, discounted services, and a growing gap between effort and results.

But what happens when your team is empowered with the right tools, better visibility, and a connected workflow?

That’s exactly what one large dealership group set out to discover. Their results speak for themselves.

🚗 The Challenge

A well-established dealership group operating across multiple rooftops was facing a common Fixed Ops dilemma:

• Advisors were juggling disconnected systems and rushing through check-ins
• Technicians skipped MPI videos—often due to time pressure or doubt that customers would approve
• Too many handoffs created confusion and customer distrust
• Merchant service fees were silently draining profit across locations

They didn’t just need a new vendor.
They needed a consistent, trust-driven process that could scale with them.

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🧩 The UpdatePromise Solution

The group rolled out UpdatePromise with a focus on operational alignment, not just new software.

Here’s how they used UpdatePromise to rebuild internal and customer trust:

• ✅ Tablet-Based Check-Ins: Bridged the BDC-to-service handoff, so appointments were reviewed and ready the moment a guest arrived.
• ✅ Media-Rich MPIs: Gave techs a simple, supported way to show—not just tell—what a vehicle needed.
• ✅ PromisePay Merchant Services: Reduced friction in payments and eliminated unnecessary transaction fees.

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📈 The Results

🔧 Technician Confidence Increased

Technicians who previously avoided recording videos due to embarrassment or uncertainty began using the MPI feature consistently. Why? Because customer approvals went up—and so did their trust in the process.

“Once techs realized customers were actually seeing the videos and saying yes more often, they bought in.”

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🧑‍💼 Advisor Efficiency Improved

By eliminating clicks between platforms and aligning data across the service experience, advisors gained back control—and credibility. Fewer missed details, faster check-ins, and more time to focus on the guest.

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💸 Over $68,000 Saved Annually

Switching from a traditional processor to PromisePay saved this group more than $68,000 per year in fees across participating stores.

Combined with higher RO approvals and better retention, the move paid for itself quickly.

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🧠 The Takeaway

This wasn’t just a tech upgrade.
It was a shift in confidence—internally and externally.

When advisors feel prepared and techs feel supported, the entire team builds trust naturally. And when customers feel like they’re being communicated with clearly and consistently, they come back.

Trust is what earns the second visit. Confidence is what earns the first yes.
UpdatePromise gave this group the tools to do both.

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