From Arrival to Approval: What Real Service Flow Should Look Like

Your customers don’t experience systems. They experience moments — and how those moments are all connected in the service journey.

1. The Problem: Silos in Fixed Ops

Many dealerships have done the right thing:

• Incorporating an online scheduling option for customers
• They’ve introduced digital MPI tools to technicians
• Some have even upgraded to take mobile payments from customers

But when those tools don’t all connect — and your team isn’t aligned on how each tool is used together — the result isn’t progress nor as productive.

It’s disconnection and confusion, and your customers feel it.

Here’s What That Looks Like in the Real World:

• A guest books online, but still gets asked to repeat their name and VIN at check-in
• An advisor fumbles with check-in because their tablet isn’t synced to real-time availability
• The MPI gets sent, but the video feels rushed or unclear (or no video/photo is sent at all!)
• The customer isn’t sure when to approve the work, or how to pay — or worse, who to ask

Each of these touch points were supposed to be an upgrade. But when they’re disconnected, they actually become disruptions.

2. The Fix: Stop Optimizing in Isolation

Dealerships that deliver a seamless guest experience do one thing differently:
They stop thinking in tools — and start thinking in flow.

They ask:

• How does the appointment hand off to the advisor?
• How does the check-in set expectations for the MPI and the rest of the service journey?
• How does the MPI guide the payment conversation before it happens?
• Can the mobile payments solution integrate with my current tools and DMS?

The tools don’t need to be flashy. They just need to work together.

What Customers Remember Isn’t the Cool Feature — It’s the Feeling and Experience

When everything flows, customers feel taken care of.
When it doesn’t, they feel like they’re managing the process themselves (calling for status updates, leaving reviews with feedback on customer service, communicating what they wish went differently).

One customer recently said:

“I scheduled online, but when I got there, I still had to explain everything again. Why did I even fill it out in the first place?”

This isn’t a tech problem.
It’s a people and process alignment problem.

Want to See the Full Journey in Action?

UpdatePromise connects the entire fixed ops flow — from AI scheduling to tablet check-in to media-rich MPIs with simple approval processes, to quick and simple mobile payments.

But the real value?
It’s in how your team is trained to use it — and how your customers experience it.

That’s why we have an elaborate on-boarding process for our dealerships to ensure you’re set-up for success every step of the way. Not to mention our recently launched UpdatePromise Academy powered by VISPERIO Performance.

👉 Let us show you what a connected service drive feels like.
Schedule a Demo to speak to a specialist!

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