wiADVISOR Mopar’s New Tablet Technology Check-In - Dodge Nitro Forum
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post #1 of 3 (permalink) Old 12-20-2012, 12:23 PM Thread Starter
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wiADVISOR Mopar’s New Tablet Technology Check-In

Chrysler Group LLC Transforms Customer Experience in the Service Lane
Mopar’s New Tablet Technology Checks Customers Into Service Lane Within Seconds


Chrysler is first automaker to provide factory-connected tablet technology in service lane

Service advisors step out from behind traditional customer-service desk

Customers checked in with wiADVISOR™ as they pull into service lane

wiADVISOR instantly provides customer profile, vehicle service history and factory-required maintenance information for Chrysler, Jeep®, Dodge, Ram, Fiat and SRT vehicles

wiADVISOR platform now available across Chrysler Group’s U.S. dealership network with plans for global implementation

Platform is fully integrated into Chrysler Group LLC systems and across most Dealer Management Systems (DMS)



December 20, 2012 , Auburn Hills, Mich. -

The new Mopar wiADVISOR tablet platform transforms customer experience in service lane. It utilizes a small wireless device that service advisors simply plug into a vehicle's onboard diagnostic port where data is then downloaded from the vehicle and transmitted to the service advisor's tablet computer to add to customer information.

Customers check in with wiADVISOR as they pull into Mopar service lane and the tablet instantly provides complete customer profile, vehicle service history and required maintenance for Chrysler, Jeep, Dodge, Ram, Fiat and SRT vehicles.

The new Mopar wiADVISOR tablet platform transforms customer experience in service lane. It utilizes a small wireless device that service advisors simply plug into a vehicle‘s onboard diagnostic port where data is then downloaded from the vehicle and transmitted to the service advisor‘s tablet computer to add to customer information.

Customers check in with wiADVISOR as they pull into Mopar service lane and the tablet instantly provides complete customer profile, vehicle service history and required maintenance for Chrysler, Jeep, Dodge, Ram, Fiat and SRT vehicles.


Chrysler Group LLC will be the first automaker to provide factory-connected tablet technology in its dealership service lanes. Mopar’s new wiADVISOR™ technology will enable customers to cruise through dealer service lanes much faster.

The brand’s new wiADVISOR (short for wireless service advisor) system uses a small wireless device that service advisors briefly plug into a vehicle's onboard diagnostic port in the service lane. Vehicle data is then downloaded and transmitted to the service advisor’s tablet computer. The tablet simultaneously captures and presents the service advisor with all information specific to that customer and their vehicle, and connects with Chrysler Group’s engineering databases. All ownership information, vehicle service history, vehicle system updates, and factory-required maintenance are literally in the hands of the service advisor.

The wiADVISOR platform offers customers a similar experience to checking into a high-end hotel that already has guest information and preferences on file. No time is lost filling out forms or remembering license plate numbers.
"We are always looking to further improve the customer experience in our dealers’ service lanes,” said Pietro Gorlier, President and CEO of Mopar, Chrysler Group LLC’s service, parts and customer-care brand. “With our new wiADVISOR technology, we are maximizing face-to-face time with our customers and minimizing the time they spend in the service lane. We are virtually providing the support of our whole engineering team behind every service advisor.”

The wiADVISOR platform enables service advisors to offer an accurate, consistent and transparent service write-up experience. The system arms service advisors with required information at their fingertips and eliminates the need to search through various systems and databases. WiADVISOR even determines if all the vehicle computers are running the current level of software.

With access, service advisors may immediately print out factory-required and dealer-recommended maintenance requirements tailored specifically for that customer’s vehicle.

Future integration will incorporate even more Mopar products and services into the wiADVISOR platform, programs including Mopar Vehicle Protection Plans, Mopar Tire Works and Mopar Accessories. The wiADVISOR platform is now available across Chrysler Group’s U.S. dealership network with plans for global implementation.

Rick

Nitro Year: 2007 (1 of 91,815 sold in 07)
Nitro Model: R/T 4X4 Stone White
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post #2 of 3 (permalink) Old 01-03-2013, 04:32 PM Thread Starter
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January 3, 2013

Chrysler hoping technology gives dealers a service edge
Immediate-diagnosis devices geared to pleasing customers







Quote:
When a customer rolls into the service bay at Golling Fiat in Bloomfield Hills, they will soon be met by a man armed with an iPad and a wireless transmitter.

As the customer exits their vehicle, the service writer will plug that device into the car and — in a matter of seconds — know just about everything there is to know about the vehicle, from the air pressure in its tires to any outstanding recalls or inspection orders from the manufacturer.

It is all part of Chrysler Group LLC's new push to give its dealers the cutting-edge technology they need to stay competitive and profitable at a time when cars and trucks need less maintenance and suffer fewer breakdowns.

"We hope it will increase the customer experience and increase the loyalty of our customers," said Pietro Gorlier, president of the Mopar service, parts and customer care division of the Fiat-Chrysler group. "We believe it is a real competitive advantage for our dealers."

And it is an advantage that they need more than ever. Gorlier told The Detroit News that dealers ideally cover their fixed costs with their parts and service operation. That way, the money they make from selling cars and trucks is pure profit. But generating enough revenue from oil changes and warranty work to do that is becoming increasingly challenging.

"Everything is playing against service traffic. Maintenance intervals are getting longer. The quality of the cars is getting better," Gorlier said. "That's obviously very good for the customer, but not so good for the dealer."

The new iPad-based diagnostic system from Mopar is designed to make it easier for customers to take their Chrysler or Fiat products to a dealer than anywhere else.

"Within seconds, it reads all of the diagnostic data from the vehicle and also draws down any information we have about the vehicle from the cloud," said Todd Chizmar, head of repair process monitoring and improvement for Mopar. "Because it's connected to the cloud, we can see all the warranty information about your vehicle, any service bulletins or alerts, any software updates that might be necessary, recalls or anything else that might be available from Chrysler."

Chizmar said none of that information would show up if a customer brought their vehicle to an independent mechanic or oil change station.

The system also prompts the service writer to do a walk-around of the vehicle with the customer, looking for potential problems and checking wear items, such as tires and wiper blades.

"It's going to take some training," Chizmar said. "It's optional, but we're strongly encouraging dealers to adopt it."

Chrysler is still hammering out the last kinks with the other software that dealers use. The company plans to roll it out nationwide throughout 2013. About one thousand of Chrysler's 2,400 U.S. dealerships are in the process of adopting it, including Golling, which also sells Chryslers, Dodges, Jeeps and Ram trucks.

"It's so much better than the way we're doing it now," said Jesse Welch, service writer at Golling Fiat, who is being trained on the system.

While the benefits to dealers may be obvious, the benefits to Chrysler are less tangible. Chizmar said that, for the company, it is all about improving the customer experience — not just by streamlining the service experience, but also by making it easier to perform proactive service. If the program is successful in the United States, Fiat-Chrysler plans to make it available to dealers in the rest of the world, too. Mopar is rolling out other new technology, too, including a laser-based system that can check the alignment of customers' wheels while they are waiting for an oil change.


From The Detroit News: Chrysler hoping technology gives dealers a service edge | The Detroit News | detroitnews.com

Rick

Nitro Year: 2007 (1 of 91,815 sold in 07)
Nitro Model: R/T 4X4 Stone White
CAT-BACK Exhaust, CAI, Projector Head Lamps
Fully-Equipped w/all factory options
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post #3 of 3 (permalink) Old 02-09-2013, 06:52 PM Thread Starter
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Published on Feb 9, 2013

Mopar's display at the 2013 National Auto Dealers Association convention in Orlando, Florida. Tricia Hecker, Director of Marketing for Mopar talks about wiADVISOR a new service tool provided my Mopar.

Rick

Nitro Year: 2007 (1 of 91,815 sold in 07)
Nitro Model: R/T 4X4 Stone White
CAT-BACK Exhaust, CAI, Projector Head Lamps
Fully-Equipped w/all factory options
rickaren is online now  
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