Customer Self-Service Portal

A Customer Self-Service Portal is an online platform provided by the dealership (or OEM in collaboration) where customers can manage aspects of their relationship with the dealership. Functions may include scheduling service appointments, viewing service history, paying service invoices, browsing owner’s manuals or how-to videos for their vehicle, and even checking their trade-in value or loyalty points if the dealer has a rewards program. For example, a customer in Canada could log into the dealership’s portal to see when their next oil change is due based on their last service, and book an appointment that suits them. In some cases, it extends to sales: customers might be able to see recommended new vehicles based on their current one, or start a finance application. The portal is often secured by a login and tied to the customer’s records in the dealer’s DMS/CRM. By offering a self-service portal, dealerships cater to customers who prefer online interactions and empower them with information 24/7. It can enhance customer satisfaction by being transparent (like showing estimated service costs or recall status) and fosters loyalty as customers feel more connected and in control. It also reduces administrative load on staff for routine inquiries (like \when was my last service? do you have a copy of that receipt?\") because customers can retrieve those themselves."