Executive summary
Richmond Ford Automotive Group is modernizing its service operations with data-driven scheduling, standardized inspections, real-time communication, and AI-enabled coaching. The approach aims to expand capacity, reduce bottlenecks, improve transparency, and strengthen loyalty while addressing technician shortages and fluctuating demand.
What changed
- Shifted from counting vehicles to booking by labor hours and technician skills.
- Standardized multi-point inspections (MPIs) with photos and videos to explain findings.
- Introduced advisor–technician messaging and automated alerts for instant approvals and status updates.
- Deployed AI tools to coach advisors on empathy and clarity and to surface lifecycle-based opportunities.
- Integrated service, parts, and sales data to coordinate outreach and present tailored options.
- Moved to options-based recommendations rather than pressure-driven selling.
Early results
- +11% year-over-year customer-pay revenue.
- MPI completion rate increased from 67% to 97% within two months.
How the scheduling model works
- Appointments are booked by required labor hours and technician competencies.
- Capacity is pre-allocated for recall vs. maintenance work to balance bays.
- Buffers are reserved for additional approved work uncovered during inspections.
AI’s role
- Advisor coaching for empathetic, consistent communication.
- Lifecycle prompts that align maintenance and repair options with vehicle age, mileage, and history.
- Supports decisions without replacing human judgment.
Cross-department coordination
- Uses declined services and vehicle histories for timely follow-ups.
- Monitors equity positions to align service insights with potential trade-in conversations.
- Gives parts visibility into scheduled work to forecast inventory needs.
Impact on teams and customers
- Fairer workload distribution and steadier workflow for technicians.
- Less idle time due to instant authorization alerts and clearer handoffs.
- Higher trust and approval rates via transparent MPIs with visual documentation.
- Options-first presentation improves satisfaction and long-term retention.
What’s next
- Deeper investment in AI-enabled training and lifecycle marketing.
- Ongoing refinement of scheduling, communication, and KPI measurement.
- Continued emphasis on cultural alignment across service, sales, and parts.
Bottom line: By scheduling to capacity and competency, standardizing inspections, automating communication, and aligning data across departments, Richmond Ford is improving throughput, revenue, and customer trust without overcomplicating daily workflows.
