Service Department Automation: Increasing Revenue and Creating Happy Customers

There is nothing worse than having a customer storm into the service department, demanding to know why they haven’t heard anything about their boat, why their boat isn’t fixed yet or why their bill includes additional charges that they didn’t know about. At that point, the damage is done, and the service department’s reputation comes into question.

Over the last several years, marina owners and operators have utilized marina management software platforms and other programs to streamline slip reservations, contracts and billing. Incorporating automation in the service department can help eliminate any breakdowns in communication with customers, allowing the technicians to get back to what they are meant to do: fix and maintain boats.

Streamlining Service
Kenect offers an AI platform to streamline service, sales and operations, as well as voice and text message tools to assist with customer communication. This technology can help simplify service department operations by removing many of the manual, time-consuming tasks that slow teams down. Instead of employees spending hours calling customers individually or handling repetitive status updates, automation can send reminders and updates, schedule appointments and handle missed appointment scheduling.

Graham Anderson, co-founder of Kenect, says that saving time is vital to the success of the service department. “By removing repetitive calls and manual outreach, staff can focus on higher-value work that drives the department forward,” he said. “At the same time, automation helps generate more revenue by reducing no-shows, filling the schedule with proactive campaigns and ensuring more repair orders are completed on time.”

Ability to Customize
Employees may initially worry about losing personal connections with customers, but they should expect the same level of customer service to remain. “Customers receive proactive updates and faster responses, which builds trust and satisfaction,” Anderson said. “Together, these improvements translate to smoother operations, stronger customer loyalty and a more professional image for the marina.”

Marina and service department managers can customize the tools to fit their needs. Managers can decide which communication points should be automated, such as service check-in, in-progress updates, or job completion.

“From there, automation tools can be integrated with existing workflows, so those touchpoints are triggered automatically, said Matt Boyce, head of marketing at Kenect. “Once messages are customized to reflect the marina’s voice and customer expectations, the system can be launched in phases to ensure a smooth rollout.”

Revenue Generation
Marinas can utilize automation tools to generate additional revenue by notifying customers about special offers and discounts. With the ability to instantly contact a large group of customers, marina service departments can send out messages promoting winterization, recalls, or seasonal service specials. Promoting opportunities like these can help fill service bays during the slow season. Boyce added that automated reminders reduce no-shows and ensure more repair orders are closed on time. “More importantly, satisfied customers who feel informed and cared for are more likely to return and spend more money at the marina,” he said.

Change is a Good Thing
While it might be an adjustment for staff and customers, employees should feel confident that the service department will see positive results right away. Anderson said automation means convenience and confidence for staff and customers. “Customers won’t have to chase updates or wonder about the status of their boat. Instead, they receive clear, timely information directly on their phones, from appointment reminders to completion notification,” he said. “This level of transparency makes the service experience simpler, faster and far more satisfying, leaving boaters with more time to enjoy the water.”