Mobile vehicle service is key to winning back customers

Many auto dealers are missing out on a major revenue stream for their service departments, according to a new report.

Digging in: Data gathered from the mobile service technology provider Curbee reveals that dealerships that offer mobile vehicle services are luring a high number of previous customers back to their service departments.   

Why it matters: By bringing routine maintenance — like oil changes, tires, and brakes — straight to customers’ homes or offices, dealerships free up service bays for bigger jobs while saving customers time. It’s a hassle-free alternative for busy customers who’d rather skip the dealership visit altogether. And for dealerships and OEMs, it’s a powerful way to build loyalty and keep customers coming back. 

By the numbers:

• According to Curbee, 92% of customers who hadn’t visited their dealer for over 18 months accepted a mobile service appointment when offered the service.

• For vehicles over seven years old, 100% of the required services involved routine maintenance, such as oil changes, tire rotations, and battery checks – which align well with the offering.   

• Curbee’s data reveals that the mobile service appointments average around only 55 minutes.

What they’re saying: “Mobile service represents a significant opportunity for dealers to modernize operations and deepen customer relationships,” Curbee CEO Amit Chandarana said. “By prioritizing convenience and meeting customers on their terms – at their home or at the office – the industry can tackle one of its most pressing challenges: bringing lapsed customers back into the fold.”

Between the lines: As a mobile service tech provider, Curbee certainly has a vested interest in dealerships offering mobile services. That said, there are several other notable reports that support Curbee’s findings.    

• Service departments could lose an average of $853,000 – $1.17 million annually due to missed calls and unbooked appointments. 

• A recent study by Morgan Stanley revealed that 77% of U.S. consumers surveyed cited convenience — in terms of comfort, speed, accessibility and availability — as a key factor when making purchasing decisions.

• The U.S. Automotive Repair & Maintenance Service market size was valued at USD 183.5 million in 2023 and is estimated to grow at a CAGR of 10.1% between 2024 and 2032, according to a report by Global Market Insights.

One thought bubble: It all adds a lot more clarity to why AutoNation would pay $190 million in 2023 to acquire the mobile service firm Repair Smith (rebranded as Auto Nation Mobile).

Final note: Given Curbee’s findings and the fact that the average vehicle on the road in the U.S. is about 12 years old (according to the Bureau of Transportation Statistics), mobile services should be a top consideration for any dealership seeking to boost its revenue.  

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