The automotive industry is moving toward seamless digital interactions. Today’s customers expect seamless, intuitive, and instant interactions – especially when it comes to automotive services.
Booking a service appointment, checking in, and making payments should be as easy as ordering food or hailing a ride through an app. Dealerships that fail to offer a mobile-first, frictionless customer experience risk losing customers to those who do.
More than just a trend, mobile-first strategies are becoming the gold standard in the automotive industry. When customers can handle everything from their phones—whether it’s checking in for service, approving repairs, or making payments—their experience improves dramatically.
Dealerships that embrace this shift are eliminating friction, streamlining operations, and increasing revenue.
In this article, we’ll dive into why mobile-friendly interfaces and SMS communication are no longer optional but essential for the modern automotive service journey. We’ll explore how a mobile-first strategy eliminates friction, improves customer satisfaction, and increases revenue.
Let’s look at:
- Why mobile-first check-ins and payments are becoming the industry standard
- How SMS notifications improve customer engagement
- The impact of 24/7 self-service solutions on dealership efficiency
Self-service kiosks and mobile check-in reduce customer friction
One of the most effective ways to deliver a truly mobile-first experience is through self-service check-in and payment stations. Traditional check-in processes often involve long wait times, unnecessary paperwork, and limited service hours.
Instead, self-service kiosks like Sharebox allow customers to check in, drop off keys, verify their ID, and make payments – entirely from their mobile device. The result? A faster, smoother process that works on the customer’s terms, not just during business hours.
By integrating these solutions, dealerships eliminate common pain points that frustrate customers. A frictionless customer experience means no long lines, no waiting for a service advisor, and no unnecessary back-and-forth. Everything is handled digitally, on-demand, and in real-time.
- Read also: Automotive Evolution: The Sharebox Kiosk
How SMS communication powers a frictionless customer experience
At the heart of mobile-first experiences is SMS communication, which has proven to be one of the most effective customer engagement tools available. Unlike emails that go unread or phone calls that get ignored, text messages have a 98% open rate.
When dealerships and workshops use automated SMS reminders for appointments, service status updates, and payment confirmations, customers remain engaged and informed. A simple text notification allows them to approve recommended services with just one tap, reducing delays and boosting revenue.
- Immediate attention – Text messages get read within minutes.
- Easy interaction – Customers can confirm appointments, approve add-ons, or make payments with a single tap.
- Automated reminders – Reduce no-shows and keep the service process flowing smoothly.
This level of integration helps ensure that customers never feel left out of the loop, contributing to a truly frictionless customer experience.
Mobile payments and upselling keep the experience smooth
Beyond convenience, a mobile-first approach unlocks powerful upselling opportunities. Digital check-ins create a natural touchpoint for personalized recommendations, where customers can be presented with one-click add-ons like tire rotations or A/C servicing.
With mobile payments integrated into the experience, approving these services becomes seamless, ensuring that both customer satisfaction and dealership profits increase.
- One-click upsells – Offer customers relevant add-ons during mobile check-in.
- Mobile payment integration – Ensures a seamless, no-hassle checkout process.
- Secure digital transactions – Eliminates the risk of unpaid invoices before vehicle pickup.
By streamlining both the check-in and payment process, dealerships ensure that every interaction remains fast, easy, and frictionless.
Dealerships are seeing success with a mobile-first strategy
The dealerships already implementing mobile-first experiences are seeing real results. Customers appreciate the flexibility of 24/7 service access, while businesses benefit from fewer bottlenecks, improved operational efficiency, and more revenue from automated upsells.
Sharebox has seen this firsthand, with dealerships leveraging self-service kiosks and mobile booking systems to enhance the entire service journey.
By providing a frictionless customer experience, dealerships and workshops are not only improving customer retention but also gaining a competitive edge in a rapidly evolving market.
For instance, Bavaria Arendal, a BMW dealership in southern Norway, has utilized Sharebox self-service kiosks for approximately two years, significantly streamlining their check-in and key handover processes. Service advisor Karl-Fredrik Aaness notes that the system allows customers to securely drop off and pick up their keys at their convenience, even outside regular business hours, enhancing flexibility and customer satisfaction.
Similarly, Gumpens Auto Grenland in Porsgrunn has implemented Sharebox kiosks to manage the high volume of vehicles—60 to 70 daily—through their workshop. Head of service market Gyda Riis highlights that the solution simplifies processes for both customers and staff, reducing peak-time congestion and improving overall efficiency.
“The customer can now deliver and pick up their car, whenever it might suit them”, says Gyda Riis, head of service market at Gumpens Auto Grenland.
The future is mobile-first: Are you ready to eliminate friction?
As the automotive industry continues to evolve, a mobile-first approach is no longer optional—it’s essential.
Dealerships and workshops that embrace self-service kiosks, SMS communication, and mobile payments will lead the way in delivering a frictionless, customer-centric experience.
The future of automotive service isn’t just about keeping up with technology – it’s about putting the customer in control and ensuring a seamless, satisfying interaction every time.
