Context
An independent used-car dealer in Lodi was averaging 14% post-sale comeback on units priced over $15,000. Their internal walk-around was done by sales, and reconditioning estimates were missing actual repair costs by an average of $1,150.
Approach
- 01Onboarded the dealer onto our standard trade-in triage workflow with 90-minute turnaround.
- 02Trained the sales floor on initial walk-around items to spot before the trade desk.
- 03Standardized a recondition cost estimate format that the service department now uses internally.
Outcome
- Within six months, post-sale comeback rate dropped from 14% to 6%.
- Recondition cost estimates landed within $400 of actuals on 91% of trades.
- Average days-to-front-line for trades dropped from 12 to 7.