Xtime: Transforming Automotive Service with Digital Innovation

 

In today’s fast-paced automotive industry, service departments are expected to deliver not only technical excellence but also outstanding customer experiences. Xtime, a leading fixed operations platform under Cox Automotive, is redefining how dealerships and auto service centers manage their service lanes, appointments, and customer interactions.

Founded on the principle of improving the customer experience through technology, Xtime provides an all-in-one solution that connects every touchpoint of the service journey—from appointment scheduling to post-service follow-up. By streamlining workflows and integrating key systems, Xtime enables dealerships to operate more efficiently while building long-term customer loyalty.

A Full-Service Platform for Dealerships

Xtime’s platform is built around several core modules that address specific needs in the fixed-ops environment:

1. Schedule: Smarter Booking, 24/7

Xtime’s Schedule module allows dealerships to offer real-time online and mobile appointment booking to their customers. This feature ensures that service bays are filled efficiently without overbooking, while also giving customers the flexibility to schedule service at their convenience. It also includes automated service reminders, open recall alerts, and even integrates pricing menus so customers are aware of expected costs before stepping into the service drive.

2. Engage: Elevated Customer Interactions

The Engage module transforms how dealerships greet and interact with service customers. Advisors can check in customers using a tablet, perform digital vehicle walkarounds, and access service history on the fly. Personalized greetings, combined with VIN-specific maintenance recommendations, help create a tailored experience that drives trust and satisfaction.

3. Inspect: Transparency Through Technology

With Inspect, technicians can conduct digital inspections and share photos or videos of their findings directly with customers. This multimedia approach builds transparency, helping customers better understand needed repairs and authorizing them faster. As a result, dealerships experience higher upsell rates and improved service approval times.

4. Invite: Proactive Marketing Tools

The Invite module is Xtime’s customer retention engine. It uses customer data to automate marketing campaigns and follow-ups, reminding customers when they’re due for service. With email, SMS, and in-app messaging capabilities, Invite ensures that no customer falls through the cracks. Recent enhancements include text-based marketing tools that boast higher open and response rates than traditional email.

5. Payment: Seamless Checkout

To close the service experience, Xtime’s platform includes payment integration that allows customers to pay in-lane or online. This modern checkout experience reduces wait times, increases satisfaction, and gives dealerships more flexibility in managing cash flow.

Benefits to Dealers and Customers

Dealerships that implement Xtime’s solution often report significant gains in efficiency, revenue, and customer satisfaction. According to industry studies and case examples:

• Service departments using Xtime see higher dollars per repair order due to more effective upselling and better technician utilization.

• Customers are more likely to return for future service when their experience is convenient and transparent.

• By enabling real-time appointment visibility, dealerships reduce no-shows and improve shop capacity utilization.

Moreover, customers appreciate the modernized service process. The ability to book online, receive digital updates, and pay remotely resonates with the digital expectations of today’s vehicle owners.

Integration with Cox Automotive and DMS Partners

One of Xtime’s biggest strengths is its deep integration with other Cox Automotive products such as Dealertrack, VinSolutions, and Kelley Blue Book. These connections allow for seamless data sharing across the dealership—from the showroom to the service bay.

Additionally, Xtime supports integration with leading dealer management systems (DMS), including CDK and Reynolds & Reynolds. This ensures service workflows are connected, accurate, and easy to manage, removing the need for double data entry or disconnected systems.

Innovations and Recent Enhancements

Xtime continues to invest in new features and enhancements. Some recent upgrades include:

• Mobile app enhancements for technicians and advisors, including instant messaging, inspection uploads, and real-time alerts.

• Enhanced text messaging tools for marketing and approvals, which help increase response times and reduce delays in authorizations.

• Service Pickup & Delivery capabilities and Lyft integration for customer transportation, making the experience more convenient.

These innovations are designed to help dealerships compete in an increasingly digital automotive landscape and to meet growing consumer expectations.

Real Results from Real Dealerships

Many dealerships across North America have adopted Xtime with impressive results:

• Some report 20% increases in upsell revenue, thanks to the digital inspection and media sharing capabilities.

• Others see improved customer satisfaction scores (CSI) due to more transparent and efficient service processes.

• Mobile app users note faster service lane throughput and better coordination between technicians and advisors.

Success with Xtime often comes down to proper onboarding and team training. Dealerships that fully integrate the tool across departments, provide staff training, and align processes with customer-centric goals tend to see the most substantial returns.

Is Xtime Right for Your Dealership?

If you’re a dealership looking to modernize your fixed operations, improve customer communication, and boost revenue per RO, Xtime is a solution worth considering. It’s especially beneficial for:

• Dealerships with high service volume or multiple locations

• Stores focused on retention and long-term customer relationships

• Fixed-ops leaders looking to gain more insight into shop performance and customer behaviors

Whether you’re just beginning to digitize your service department or looking to optimize an already high-performing operation, Xtime provides the technology and support to elevate your fixed ops performance.

In an industry where customer expectations are rapidly evolving, Xtime stands out by offering a full-service solution that bridges convenience, transparency, and profitability. From scheduling and inspections to marketing and payments, Xtime gives dealerships the tools they need to thrive in the digital era of automotive service.