Chrysler pushing Express Lanes

Automotive News reported that Chrysler is pushing dealers to install Express Lanes, a high speed service solution for minor maintenance items such as oil changes. The system can take the typical 45 minutes spent by customers on small visits down to 10 minutes, partly by reducing paperwork time. Mopar CEO Pietro Gorlier was quoted as saying that every dealership saw an immediate increase in service sales after installing their Express Lanes.

The Express Lane has low margins, to compete with quick-lube outfits, but, in theory at least, dealers will install the correct fluids and prevent problems that would otherwise likely be attributed to poor engineering or assembly. In the short term, the Express Lane can also divert more serious repair business to the dealership as customers get used to using dealers for routine work, and as the operators may discover other problems while under the car.

The service is actually subcontracted through Service Operations Specialists, an Arkansas company whose CEO claimed that the typical dealer would see a 50% rise in routine maintenance after installing it.