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 happens when mobile service stops being an experiment and becomes one of your dealership’s biggest fixed ops channels? At Bozard Ford Lincoln, more than 2,300 mobile ROs in a single month still feels like just the beginning, especially when customers in the dealership’s own backyard still don’t know the service exists.
The Next Evolution of Video MPI
Video inspections are becoming standard in dealership service departments. But simply sending a video is no longer enough. The next opportunity is making sure customers actually watch it, understand it, and see enough value in the experience to trust the recommendation and come back again.