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- Inside Ewing Auto Group’s high-tech service department of the future
Inside Ewing Auto Group’s high-tech service department of the future
Featuring Findley Ewing IV, Ewing Automotive Goup, and Phil Zheng, Richtech Robotics
Welcome to the Car Dealership Guy Industry Spotlight, a new show on the Car Dealership Guy Podcast hosted by Sam D'Arc.
In this episode, Sam explores how robotics and innovative thinking are transforming service department operations with Finley Ewing, CEO of Ewing Automotive Group, and Phil Zhang, CEO of RichTech Robotics. Together, they discuss how automation is improving efficiency, enhancing customer satisfaction, and driving revenue.
1. Ewing Automotive latest store opening.
When Ewing Automotive found itself with an underutilized building in Plano, Texas, Finley Ewing saw an opportunity. Rather than leaving the space idle or selling more used cars, the group partnered with burgeoning EV brand VinFast. Why VinFast? Plano ranks among the top EV registration markets in the U.S. — second only to San Francisco. By aligning with an EV brand in a high-demand market, Ewing transformed dormant real estate into a strategic asset.
2. Adopting a fluid sales model.
Ewing Automotive takes a flexible, customer-focused sales approach. Whether a customer prefers an entirely remote transaction or a hybrid of online and in-store interactions, Ewing’s team adapts. Customers can test-drive a car in person, complete paperwork remotely, or sign contracts digitally at their convenience. This shift not only improves the customer experience but also reduces friction in the sales process, driving faster conversions.
“We’re kind of trying to throw the 12 steps to the sale that everyone has taught for so long out the window and say, 'What is it that the customer really wants and how do we find happier customers?'” — Finley
3. Hiring leaders — not managers.
Rather than filling management roles with task-oriented individuals, Ewing prioritizes hiring leaders — motivators who hold their teams accountable while fostering a culture of innovation. This approach ensures employees are empowered to act in the dealership’s best interest without micromanagement. For example, staff are encouraged to make on-the-spot decisions, like offering a gift card to resolve customer concerns, without bureaucratic delays. This trust-based leadership model creates a more engaged workforce and helps the dealership attract and retain top talent.
4. Minor efficiencies cost major bucks.
Ewing Automotive analyzed technician workflows and uncovered a critical stat: each minute of technician downtime costs $7 in lost revenue, with $4 of that representing lost gross profit. In a large service operation with 82 technicians and 100 bays, even small inefficiencies compound into significant losses.
Richtech Robotics – Titan is the autonomous parts delivery system that keeps techs in bays, helping you reach new heights of productivity. By eliminating wasted trips to the parts counter, Titan boosts fixed ops efficiency by up to 12%, accelerating service times and streamlining operations. Let Titan handle the heavy lifting– reducing injuries, cutting downtime, and raising your dealership’s profitability. For a limited time, Richtech Robotics is offering a FREE 2-week pilot– just cover shipping. Visit richtechrobotics.com/cdg to book your trial now.
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5. The power of robotics.
The introduction of robotic parts runners, named Rosie and M2B2, has transformed Ewing Automotive’s service operations. Technicians no longer waste time walking to the parts counter — a round trip that could take 20 minutes, costing $140 in lost revenue per technician per trip. Instead, robots deliver parts directly to workstations, enabling technicians to remain focused on repairs. With these efficiencies, the dealership has improved repair cycle times, reduced loaner car usage, and increased customer satisfaction. The robots’ ability to carry up to 30 pounds, including tires and batteries, has further minimized technician downtime.
“Our revenues are up 12% from before the robot to after the robot. And so, I know that the technicians ask about the robot all the time as well, like, ‘Hey, it'd be great if we could have another robot.’” — Finley
6. Addressing inefficiencies in technician workflows.
Robots now handle repetitive tasks like delivering heavy parts and transporting cores, reducing physical strain on technicians. This has allowed technicians to focus on high-value repairs, boosting both job satisfaction and productivity. The 12% increase in technician efficiency has directly translated to increased revenue, while also enabling the dealership to improve turnaround times and handle more customers.
7. Expanding robotics applications.
The dealership is actively exploring new use cases for robotics. Current robots handle tasks such as core returns, multi-stop parts deliveries, and inventory management. Future plans include using robots to automate the shelving of overnight stock orders, which could reduce stocking time from four hours to two. Ewing is also investigating robotic valet systems to increase parking density and streamline vehicle movement on the lot. These innovations aim to enhance operational efficiency and further reduce turnaround times for repairs and sales.
“As we understand the automotive space better and better and more about what the value creation places are. I think, you know, we are actually going to be doing a lot of investment on developing more solutions. In addition to parts running robots, we plan to do essentially parts management solutions, automations, increase warehouse density, robotics in that space, as well as, you know, heavy duty robots for transmissions and engines and other things.” — Phil
8. Automating back-office operations.
In addition to robotics, Ewing Automotive has invested in automation for administrative tasks. A newly hired software engineer has developed tools that streamline processes like journal entries and floorplan reconciliations. For example, warranty credit memos, which previously took two hours to process daily, are now completed in seconds. This automation not only reduces labor costs but also improves accuracy and scalability, freeing up staff to focus on customer-facing tasks.
9. Cross-training to eliminate role silos in the parts department.
Employees now handle tasks ranging from stocking inventory and managing core returns to processing wholesale orders. This holistic approach not only improves operational flexibility but also reduces delays caused by single-role bottlenecks. By training staff to be versatile, Ewing ensures smooth operations and maximizes the department’s productivity, especially during peak periods.
“Customers care about how quickly they can get their car back. And if they or when they get their car back, did it get fixed correctly the first time, right? So those are the two main things.” — Finley
10. Reimagining experiences for modern consumers.
Ewing Automotive is redesigning its website to deliver a seamless online experience comparable to leading retailers like Target and Domino’s. Recognizing that many dealership websites remain outdated and cumbersome, Ewing aims to simplify navigation, improve calls to action, and remove barriers to completing transactions online. This focus on digital transformation ensures the dealership meets the expectations of today’s tech-savvy consumers, while also driving higher conversion rates and customer satisfaction.
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