Bringing Value to Clients’ Valuable Time
Story by Daisy Hutzell-Rodman // Photography by Bill Sitzmann
In the ever-evolving landscape of automotive service, ONYX has combined new technology with hospitality to create a bold new offering for their clientele.
“In mid-2020, when people were being strategic about entering a public space, ONYX saw an opportunity to pick up people’s cars so they could stay home,” said Russ Hansen, Service Support Manager at ONYX Automotive. “We reallocated some of our personnel to be part of that service.”
The process is simple. When a vehicle is due for maintenance, the client contacts the call center and requests Concierge service. ONYX said the goal is to reduce service turnaround times through this program. The drivers will come to them.
That proactive effort became the Concierge Service, and since 2020, the pickup and drop-off service has only become more popular. ONYX Automotive listened to clients when they said one of their pain points was…wait times for routine services. ONYX Automotive knows their clientele lead busy, productive lives, and their time is valuable, so the idea of adding value to their clients’ lives intrigued them.
“We saw an opportunity in the marketplace. We wanted to provide a best-in-class offering with a service where we pick up and drop off at your home or place of business,” Hansen said.
The idea grew through word of mouth, and ONYX Automotive began allocating a team devoted to picking up and dropping off clients’ cars. In the early days of the service, ONYX Automotive was picking up and delivering about 8-12 vehicles a week. Today, they deliver 8-12 vehicles a day, using a team that includes a fleet of 17 drivers.
“When the car is done, we text people the link, and once the car is en route, they can track our driver live to see the location, to have a good expectation of when they will have the vehicle,” Hansen said. “We schedule when to return their car to them.”
Once clients realized the Concierge program, they immediately began using it. The ease of use appealed to them, and being able to fit their scheduled maintenance jobs on their time made them happy.
“Any business, if they are wise, follows the tailwind,” Hansen said. “The market was suggesting that this was something we could implement on a broader scale and have success.”
“It provides a unique opportunity for clients, because they might be on vacation and we’ll go and pick up the car while they are on vacation,” Hansen said. “Or if they change locations, we can go to a new location—such as picking up the vehicle at home and returning it to a place of business.”
At this time, ONYX said they are the only people in the dealership in the area they know of using this type of service, and it is another example of the dealership being willing to go above and beyond for their clients.
“One of the unique features is that we know our clientele is not all local,” Hansen said. “This service gives clients within a 150-mile radius the opportunity to have their vehicle serviced by an OEM service technician as opposed to the independent shop in their area. It allows the nonlocal audience the opportunity to have their vehicle serviced the right way by the right shop.”
It also has flexibility. ONYX can drop off a loaner at the time of pickup to keep clients mobile throughout the day, and will always work with a client to make sure service is done when it is convenient for them.
It’s an innovative way of doing business, but Hansen said it’s going to be the trend going forward, noting: “That puts us in a good position. There are beginning to be more dealerships in larger markets that do this, but ONYX is the first in the Omaha market.”
It’s become popular with clients as well. As the idea has gained traction, people have been pleased to have an alternative to the waiting room.
“We had a customer who lived in Sioux City who was going to the airport,” Hansen said. “She drove the car to our shop, we shuttled her to the airport, and her car was done by the time she got back.”
The best part of this service is that it’s an inclusive offering as part of being an ONYX Automotive client. Fuel prices, auto parts prices, may be going up, but ONYX Automotive has committed that the Concierge service is part of their customer service.
“Our ultimate goal is for this to be a very successful program. We want to encourage all of our clientele to use this,” Hansen said. “It’s part of our mission to make ONYX the new standard of luxury.”
Visit onyxautomotive.com for more information.
