Outcome #1: Wait times dropped, and satisfaction rates improved

Before switching to Uber for Business, Jon's customers had to wait up to 40 minutes for the shuttle. That delay soured customers' experiences, making them less likely to approve additional repairs or give a positive CSI score, regardless of the actual repair itself.

Now Jon's team can request a ride for customers as soon as they're ready. "I can say, 'Good news, there's a black Toyota that will be here in 3 minutes,'" Jon said. "And they're just instantly in a better mood." When customers are ready to return, they can use a text link provided by the dealership to request a ride on their own schedule, even if they don't have the Uber app. Jon reports that most customers are pleasantly surprised by the service. In fact, he credits the transportation program for helping the dealership consistently rank in top positions for the district's highest CSI score.

Other dealerships have seen similar results. According to an Uber for Business study reported by CBT News, 68% of dealership respondents said using Uber for Business provided a better experience for their customers. And ASOTU reports that 90% of customers prefer these memorable service interactions over traditional waiting rooms and shuttles.

Outcome #2: The true cost of transportation became clear

Circle CDJR previously relied on a scattered approach. First, they paid to insure and maintain two shuttle vehicles that depreciated regardless of whether they were getting used. Second, they managed a fleet of 29 loaner vehicles. These costs spread across multiple general ledger codes, making them difficult to quantify.

Adding to the problem, many of those loaner vehicles were getting used by customers who really just needed a ride home. "We had high-dollar repairs that were contingent on the customer getting wheels," Jon explained. "Well, if I don't have a loaner vehicle because it went out to somebody who could have gotten an Uber, then I lost that sale."

With Uber for Business, Circle CDJR has reduced their loaner fleet from 29 to 16, and shrunk their shuttle vehicle fleet from 2 to 1. Jon estimates the dealership is saving $15,000 a month from the loaner fleet reduction alone.

And by using the Uber for Business dashboard, Jon can track rides logged with the repair order number, the pickup, the dropoff, and the exact cost, getting a clear record of what the dealership has spent.

Outcome 3: OEM reimbursement actually got claimed

Several manufacturers like Toyota, Kia, and Hyundai offer reimbursement for courtesy rides on warrantied repairs. Circle CDJR was entitled to $7.50 per qualifying ride from Stellantis, but the team rarely captured it. Having to log detailed records of times, mileage, and ride details felt cumbersome, and not worth the effort.

Now with Uber for Business, Jon's team can easily flag each ride as warranty or non-warranty, tag rides to repair orders, and reconcile the numbers monthly. The vast majority of their rides qualify for reimbursement, and since they aren't paying for those vehicles' insurance, gas, or wear and tear, the business benefits from the full amount of each claim.

"If the Uber ride is reimbursed, it's obviously no cost to us," Jon said. "Now we can show, 'We spent $5,000 this month, and $4,300 of it came back to us from Stellantis.'"

While there are still remaining ride costs that Circle CDJR pays for itself, the benefits are more than worth it for Jon and his team. "Any costs are nominal compared to what we were paying before," Jon said. "I don't see Uber as a cost."

Outcome 4: The dealership got time and money back

Before upgrading to Uber for Business, Circle CDJR coordinated rides through a complex process of pulling in team members who were already busy working as advisors, managers, technicians, and valets.

Now it's a simple matter of one person booking a ride for the customer. Everyone else is freed up to focus on their actual jobs.

Customers appreciate the convenience too. Because they're more comfortable wherever they choose to go—home, the mall, or a diner, for instance—they're more open to additional repairs. That results in more money for the dealership.

"By being able to keep the customer out of the waiting room, we can keep money in the shop," Jon said. "If your Uber statement is relieving a lot of other costs, then Uber is an asset."