EPISODE 20
Service Retention in 2025: What’s Changing & How to Adapt
Featuring Guest Ujj Nath
Episode Description
The service retention landscape is shifting, and dealerships must adapt to stay ahead. With fewer new cars being sold in recent years, the traditional flow of service customers is slowing, making it more important than ever to win back lost customers and capture more aftermarket business.
In this episode, we sit down with Ujj Nath, CEO and Founder of myKaarma, to explore the biggest challenges and opportunities in fixed ops today. From leveraging AI-driven customer interactions to optimizing recall campaigns, Ujj shares actionable strategies that dealerships can implement to keep their service drive full and customers loyal. He also reveals how proactive communication, transparency, and convenience can transform the service experience—and why these factors are critical for competing with independent shops and maintaining revenue.
Takeaways from this episode:
- The real impact of declining vehicle sales on service retention—and how to adapt
- How dealerships can win back lost service customers with smarter recall strategies
- Why texting and video transparency are game-changers for service communication
- How AI-driven tools can streamline appointment scheduling and customer engagement
- The overlooked service opportunities in EVs and collision repair
- How to make every service interaction seamless, convenient, and customer-focused
BILL SPRINGER
and president of Krex Inc.
Ujj Nath
Chairman & CEO at mykaarma.com
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What AI Can Teach You About Service Defection
What if your biggest threat to retention isn’t the competition, but your own calendar? Most dealerships don’t lose customers all at once. They just stop showing up. But with AI and a few simple process shifts, you can catch defection before it happens and make retention feel automatic.
From Transactional to Relational: The Service Advisor Shift
What if your best retention strategy had nothing to do with pricing, loyalty programs, or even your shop’s hours, and everything to do with how your service advisors say “good morning”? Most customers don’t come back because they weren’t helped… they were handled. The fix? Train your advisors to build relationships, not just close tickets.
Service on the Move: Why Dealerships Are Going Mobile in 2025
Offering mobile service sounds like a win-win, but for many dealerships, the logistics feel overwhelming. How do you staff it? Route it? Make money on it? And will customers even use it consistently? In this episode, sponsored by DriveSure, Bill sits down with Amit Chandarana, CEO of Curbee, a mobile service software platform that’s helping dealerships turn these questions into action.