Too many dealerships still treat artificial intelligence like a shiny object: interesting, maybe even promising, but not essential.
But that mindset is costing them customers.
In a recent episode of the Retention Roadmap podcast, we sat down with Dave Foy of Fixed Ops Mastermind and Founder of the Automotive AI Summit, to talk about the real-world impact of AI and automation on service retention.
His message? The experimentation phase is over. Dealerships embracing AI today are already pulling ahead, and those waiting on the sidelines are falling behind.
We’re unpacking four critical takeaways from that conversation. If you’re serious about boosting retention, reducing defection, and giving your team tools that actually make a difference, this is where you start.
From Reactive to Predictive: The New Retention Mindset
Traditionally, retention efforts start after a customer disappears. Maybe they haven’t been in for a while, so the dealership fires off a reactivation email or has the BDC place a call. By that point, though, the damage might already be done.
AI flips that script.
Instead of reacting to lapsed customers, dealers can now identify when someone is likely to defect before it happens. As Dave explains, AI-powered tools can analyze:
- Service intervals
- Appointment history
- Customer behavior patterns to flag potential risk
Maybe someone usually comes in every 7 months, but it’s been over 9. That’s a signal.
Rather than blasting out generic campaigns, smart dealers are using these signals to prioritize:
- Personal follow-ups
- Tailored reminders
- Service incentives
The goal isn’t just to bring customers back. It’s to never lose them in the first place.
The Time for Experimenting Is Over
According to Dave, the “let’s wait and see” phase is officially over. The dealerships that started exploring AI six to twelve months ago are already seeing results, and they’re widening the gap.
These aren’t hypothetical gains. They’re real improvements in retention, service lane efficiency, and advisor productivity. And most importantly, they’re helping fixed ops leaders move from daily firefighting to proactive planning.
Still on the fence?
That hesitation could be costing you more than you think. Because while one dealership is debating whether AI is worth the effort, the one down the street is already running smarter campaigns, spotting problems faster, and locking in more repeat business.
AI in fixed ops isn’t just a trend. It’s quickly becoming table stakes.
How AI Is Already Driving Results in Fixed Ops
AI is already solving real problems in real service departments. And it’s not limited to flashy front-end tools. Some of the most impactful use cases are happening behind the scenes, where operations are won or lost.
Here are a few ways dealerships are putting AI to work today:
1. Smarter scheduling and customer outreach
AI tools can track customer visit patterns and flag those who are overdue. Instead of relying on bulk campaigns, advisors or BDC teams can reach out with personalized messages at the right time, before the customer drifts away.
2. Call handling that does more than transcribe
Some AI platforms go beyond voicemail summaries. They can actually route calls based on intent, confirm appointments, or trigger service actions, freeing up advisors to stay focused on the customers right in front of them.
3. Reduced admin burden for advisors
With AI capturing key service details, summarizing communications, and flagging action items, advisors spend less time typing and more time talking. That means better follow-up, better upsells, and stronger customer relationships.
From Data Overload to Daily Insights
Service leaders already have access to more data than they know what to do with. The problem isn’t volume, it’s usability. That’s where AI steps in.
Instead of dumping more dashboards onto your plate, modern AI tools analyze thousands of data points in the background and surface what actually matters. Not abstract trends or charts to interpret, but real, actionable insights.
Think of it like a morning briefing. You walk into the dealership and get a list of 5 to 10 things to address:
- A certain repair job is consistently running long
- A new advisor is using the wrong op code, skewing reporting
- Brake jobs on a specific model are underperforming compared to flat-rate expectations
Now you’re leading, not just reacting.
Want to hear the entire conversation? Listen to the full episode here.
Want to make retention feel more intentional?
DriveSure helps dealerships turn oil changes into lasting relationships with renewable benefits, service-lane prepaid maintenance, and customer-first communication tools. It’s everything you need to keep customers coming back, appointment after appointment.