Case Study: Nissan boosts service revenue and CSI with TEXT2DRIVE

Nissan - Customer Case Study

Nissan dealerships partnered with TEXT2DRIVE, a text messaging and communications platform, to improve customer engagement, reduce service no-shows, and make it easier to communicate about appointments, service updates, and follow-up opportunities. Their challenge was keeping customers informed efficiently while also boosting service revenue and CSI scores without adding extra work for staff.

With TEXT2DRIVE, Nissan dealerships automated service appointment reminders, declined service reminders, recall alerts, CSI survey requests, and other customer texts. The results included an average of 923 repair orders per dealer per month, $86,971.70 in pay per dealer from automated appointment reminders over three months, a 7.6% increase in repair order success, and a 35% average CSI score increase over one year. Additional gains included $8,103.90 in RO pay from declined service reminders, a 54% decrease in parts obsolescence, and strong adoption of mobile payment, with 92% of SPEED CHECKOUT™ users opting to pay online.

Nissan