02/03/2025

Mobile service re-engages 92% of lost customers

Source: aftermarket MATTERS

Dealerships that add mobile service to their offerings are winning 92% of lost customers back to their service departments, according to data from Curbee, a company that helps dealers implement mobile service.

Dealer service and parts departments are the leading source of dealer profits, but as vehicles age and are no longer under warranty, dealers face the challenge of keeping customers from straying to independent shops just as vehicles require more service.

With the average vehicle on the road in the U.S. now more than 12.5 years old, there is significant opportunity for dealers to generate revenue through their service departments by implementing mobile.

“Mobile service represents a significant opportunity for dealers to modernize operations and deepen customer relationships,” Curbee CEO Amit Chandarana said. “By prioritizing convenience and meeting customers on their terms — at their home or at the office — the industry can tackle one of its most pressing challenges: bringing lapsed customers back into the fold.”

According to Curbee data:

• 92% of lapsed customers, customers who hadn’t visited their dealers for service in over 18 months, accepted a mobile service appointment when the dealer offered it.
• For vehicles averaging seven years old, 100% of required services were routine maintenance, such as oil changes, tire rotations, and battery checks, ideal for mobile solutions.
• Appointments averaged 55 minutes, minimizing disruption for customers while freeing up service bays for more complex repairs.

Mobile service allows dealerships to:

• Improve customer retention, particularly after the warranty period.
• Streamline operations by focusing in-dealership resources on high-margin, complex repairs.
• Capture additional revenue through upselling opportunities identified during mobile service visits.