World's highest-volume Honda & Acura dealer group | New York
The world's largest Honda/Acura dealer had roughly half its service bays empty overnight while customers complained about limited daytime appointment slots. The traditional dealership experience — on both sales and service — was driving customers away.
Overnight service capacity went unused while customers had no way to book outside daytime hours.
Overnight service capacity went unused while customers had no way to book outside daytime hours.
We designed a 24-hour concierge service operation with valet pickup and drop-off across greater NYC. We integrated SMS/MMS video updates, one-touch mobile approvals and payments for repair orders, and worked with Team Velocity and Google to enable voice-activated scheduling through Google Home. Data consolidation across sales, service, and customer interaction systems powered the AI/ML layer.
Valet pickup and drop-off launched across greater NYC, open around the clock.
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Net new service revenue — 6 months post-launch
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Partnered with Team Velocity and Google to enable scheduling through Google Home.
Six months post-launch, the concierge model was driving measurable revenue and demand.
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Repair orders in first 6 months
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Net new service revenue — 6 months post-launch
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Lift in per-RO value (while Honda global was flat/down)
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