Auto Dealers' Trainers' & Recruiters News

July 14.2026

2 Minutes Read

Top Dealer Groups Revolutionizing Service Scheduling Efficiency

Bar chart showing dealership service scheduling effectiveness rankings.

Understanding the Importance of Service Scheduling for Dealerships

For car dealerships, aftersales service is not just an adjunct; it accounts for a staggering 70% to 80% of total operating profits. As such, dealerships must prioritize efficient service scheduling processes. According to a groundbreaking study by Pied Piper, the top-performing dealer groups have mastered this essential task, ensuring that customers can easily make appointments both online and over the phone.

Top Performers in Service Scheduling

The recent 2026 Service Scheduling Effectiveness (SSE) Auto Dealer Group Study ranked the MileOne Autogroup as the best performer, with a commendable score of 80 out of 100. Following closely were Group 1 Automotive and Berkshire Hathaway Automotive, scoring 79 and 78 respectively. Notably, the study measured efficiency across the largest 31 dealership groups in the U.S., establishing benchmarks for the industry based on more than 40 criteria.

The Impact of Effective Scheduling

Cameron O’Hagan, Vice President of Metrics and Analytics at Pied Piper, highlights a critical distinction between high and low-performing dealer groups: efficiency. According to O’Hagan, “Top-performing dealer groups remove friction,” meaning they offer a seamless experience where customers find scheduling effortless and immediate. Conversely, lower-performing groups introduce complications, leaving customers frustrated and less likely to return.

Why This Matters for Dealership Owners

For dealership owners and GMs, understanding the implications of this study is crucial. Implementing effective scheduling systems not only enhances customer satisfaction but also has a direct impact on sales and retention. By prioritizing customer ease and satisfaction in service scheduling, dealership owners can substantially bolster their bottom line.

Looking Ahead: The Future of Service Scheduling in the Automotive Industry

As technology continues to evolve, dealerships must embrace innovative solutions to streamline their service appointment systems further. Future predictions hint at more integration of artificial intelligence and automated scheduling tools, which can potentially enhance customer interactions even more. Learning from leading dealer groups can provide valuable insights into maintaining competitiveness in a rapidly changing landscape.

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Larry J. Feldman is a 30-year veteran of the auto industry, having been an award-winning Cadillac Salesperson, General Manager, and Dealer Principal. He has owned and operated Career Changers USA since 2012. Larry was also a keynote speaker at AGWS's 15th anniversary meeting, a leader in the auto warranty sector.