As fixed operations professionals, we’re all chasing the same goals: increased customer retention, higher technician productivity, improved CSI scores and a stronger bottom line. But the question is, how do we achieve these goals in a market where customers are more convenience-driven than ever?

The answer is simple: take the service department to them.

Mobile service is no longer a future trend. It’s here, and it’s growing fast. OEMs like Ford and GM are doubling down on it. Some of the largest dealer groups in the country are investing in fleets of mobile vans. And yet despite the buzz, many dealers are still unsure how to launch a mobile service program or make it profitable.

Here’s what you need to know.

Why mobile service matters

Today’s consumers demand convenience, speed and transparency. They can order groceries, schedule appointments and even buy cars from their phones, why should vehicle service be any different?

Mobile service provides a direct answer to these evolving expectations. It offers dealerships a competitive advantage over independent shops by delivering professional, OEM-certified service right to the customer’s home or workplace.

But mobile service isn’t just about convenience, it’s about profit opportunity. Dealers who adopt mobile service strategically can:

• Increase customer retention by re-engaging lapsed customers who haven’t visited in over 12-18 months.

• Close more recall and warranty repairs with minimal disruption to the customer.

• Improve technician efficiency by routing mobile vans for quick maintenance services like oil changes, battery replacements, tire rotations and software updates.

• Raise CSI scores by offering flexible, personalized service experiences.

Getting started: A framework for success

We’ve worked with new car dealers across the U.S. and Canada to help them launch and scale mobile service departments. Based on our experience, here are the foundational steps to success:

1. Start with a business plan
   Before you buy a van or assign a tech, map out a mobile service business model. Define your service offerings, cost structures, staffing plan and break-even timeline. Understand the limitations of what can be performed remotely and calculate labor efficiency metrics.

2. Equip your mobile service fleet
   Outfit your vans to handle basic maintenance and diagnostic services. Many successful programs use lower-level technicians (B or C techs) to operate vans, focusing on high-volume services that maximize billable hours.

3. Implement smart scheduling
   Route density is critical. Use zip code targeting and route planning to ensure that techs spend more time turning wrenches and less time driving. Leverage online appointment systems and service BDCs to maximize utilization.

4. Market your mobile offering
   This is where many dealers fall short. A mobile service program without marketing is just an idea with a lot of debt. Dealers should implement:

   • Geo-fenced and geo-farmed campaigns targeting neighborhoods with high recall volume or out-of-warranty rates.

   • Conquest email marketing to re-engage inactive service customers.

   • Online video ads highlighting the convenience and safety of mobile service.

   • BDC call scripts and automated CRM campaigns promoting mobile appointments.

In fact, dealers using targeted digital ads combined with BDC follow-up report appointment volumes 30-50% higher than those relying solely on their website or service advisors.

Real-world results

In one of our recent projects, a dealership reactivated 92% of lapsed customers who were offered a mobile service appointment.

That’s not just incremental revenue—that’s retained lifetime value.

Moreover, by properly staffing and scheduling just one van, a dealership can generate $25,000-$35,000 per month in customer pay revenue, often without pulling business away from the main shop. Multiply that across multiple vans, and the fixed ops ROI becomes undeniable.

The shift toward mobile service is more than a trend, it’s a transformation. Dealers who embrace this shift now will not only meet customer expectations, they’ll exceed them, build loyalty and grow fixed ops profitability well into the future.

Mobile service will take your service department to the customer and your profitability to the next level.