Kaylee Felio chats live from the NCM Fuel the Future Fixed Ops Summit with Michael Webb of AutoEngage, diving into the fast-evolving world of fixed ops, service scheduling, and customer experience. Michael unpacks how AutoEngage leverages AI to streamline service appointments, minimize manual work, and deliver a true "Amazon-like" experience for dealership customers—all while directly integrating into major DMS platforms. The conversation shines a light on cutting through the digital noise, focusing on automation that actually serves staff and customers, not just tech for tech’s sake.

Along the way, they discuss the unique energy of fixed ops-focused events, the shift from traditional campaigns to real-time, intelligent outreach, and what's next for integrating parts with service scheduling. Michael brings gritty, optimistic insights about making operational processes smoother while nurturing every customer touchpoint in the dealership journey.

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Takeaways

1. Real-time, AI-driven scheduling reduces manual work and elevates the customer experience.

2. Dealerships should treat automation tools as “employees” that need training and oversight.

3. Integrating parts with service scheduling is on the horizon—fix the foundation now to be ready for next-gen efficiency.

Chapters

00:00 AI in auto service scheduling

05:15 Discussing BDC's role in service

06:12 The AI-driven customer experience

Kaylee Felio

LinkedIn: https://www.linkedin.com/in/kayleefelio

Website: https://www.partsedge.com