The rise of automation in service departments

Jeff Adams, Director of Fixed Ops Product Planning at Reynolds & Reynolds, discusses how AI and automation are transforming fixed operations by eliminating inefficiencies, improving customer communication, and increasing service capacity. He explains how dealerships can leverage emerging tools to streamline workflows and meet rising consumer expectations.

Adams outlines how AI is being applied to common friction points across service departments, from communication to scheduling and parts delivery. Technologies like Service Snap, Appointment AI, and robotics are helping dealerships operate more efficiently without increasing headcount. He also shares how integrated AI platforms will enable faster, data-driven decision-making across the dealership. As customer expectations evolve, these tools are reshaping how fixed ops teams deliver service and scale performance.

 Using AI to identify and eliminate workflow inefficiencies in fixed ops  Enhancing customer communication through AI-powered video tools  Automating service scheduling and call handling with Appointment AI  Improving technician productivity with robotics and parts delivery systems  Leveraging real-time data and natural language AI for faster decision-making 

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