Case Study: #1 Cochran achieves higher profitability and improved customer satisfaction with CDK Global’s CDK Service

Surpass Your Service Customer’s Expectations Every Time

#1 Cochran, a Pennsylvania dealer group with 23 locations, 18 service lanes and 16 brands, faced a fragmented service operation: separate scheduling, DMS and CRM systems that wasted time and made it hard to deliver a consistent, end-to-end customer experience. To unify appointment-to-payment workflows and enforce consistent pricing and inspections across its large footprint, #1 Cochran chose CDK Global’s CDK Service.

CDK Global implemented CDK Service with online booking, advisor tablets for lane walkaround inspections, a Service Pricing Guide and an RO Dashboard that standardize estimates and allow staff to step in across stores without memorizing op codes. As a result, all four financial KPIs (customer pay hours/RO, customer pay dollars/RO, labor gross profit % and parts gross profit %) and inspection-utilization metrics increased, Customer Satisfaction Index (CSI) rose, profitability improved, and the group gained efficiency and volume growth—outcomes attributed to CDK Global’s solution and implementation support.

#1 Cochran

David Bernardini

Process Development and Training Director