Introduction 

Longo Toyota, the world’s largest automotive dealership, has partnered with Tekion, a modern dealership management system (DMS), to enhance both guest and employee experiences significantly. This shift, especially pertinent in the post-pandemic era, focuses on streamlining operations and improving service efficiency. 

Background 

The decision to implement Tekion at Longo Toyota stemmed from a desire to not just return to the old ways but to modernize their approach entirely. The dealership's motto, "back to better," reflects a commitment to exceeding pre-pandemic operational standards and aligning with contemporary consumer expectations. 

The Tekion Transformation 

Goals and Expectations 

Longo Toyota’s main goal was to improve the overall experience at the dealership, for both customers and staff, rather than purely seeking financial gain. This objective guided the selection and implementation of Tekion, which promised a more integrated and intuitive system. 

Implementation Process 

Adopting Tekion was a massive undertaking due to the dealership's size—spanning 40 acres with extensive daily operations. However, the transition proved to be seamless, highlighting Tekion’s capability to support large-scale operations without disrupting daily activities. 

Key Features and Benefits 

• Efficiency Improvements: The introduction of a single DMS for all dealership operations has significantly reduced paper usage and sped up service times. 
• Mobile First Approach: Through Tekion’s mobile capabilities, customer wait times were drastically reduced, enhancing the service experience. 
• Automated Dispatching: Auto dispatch features have allowed technicians to work more efficiently, reducing time spent on manual tasks. 
• Enhanced Reporting: What once took days now takes hours with Tekion’s efficient reporting tools, demonstrating the system’s capability to handle complex data swiftly. 

Impact on Operations and Customer Service 

Customer Experience 

With faster services and a mobile-responsive system, customers spend less time waiting and more time enjoying a streamlined service process. This ease of interaction has led to increased customer satisfaction and retention. 

Employee Satisfaction 

Employees have benefited from reduced paperwork and more efficient task management. Technicians, in particular, have seen improvements in their daily workflows, allowing them to focus more on quality service delivery. 

Environmental Benefits 

Going paperless not only aligns with environmental sustainability goals but also enhances operational efficiency, reducing waste and clutter across the dealership. 

Future Outlook 

The successful integration of Tekion at Longo Toyota is seen as just the beginning. With continuous updates and improvements, Tekion is expected to keep pushing the boundaries, ensuring that Longo Toyota remains at the forefront of dealership innovation. 

Conclusion 

Longo Toyota's partnership with Tekion has transformed how the dealership operates, proving that modern technology can significantly enhance both customer and employee experiences. The dealership's journey with Tekion is a testament to the power of innovative solutions in adapting to changing market demands and consumer expectations.