Scheduling appointments is the first step to getting customers to come into service, but is all
appointment scheduling created equal? As customer expectations of convenience rise, OEMs need to
make sure all channels for appointment scheduling keep up. In this session, we will cover:

• Which channels OEMs are using to generate appointment leads, and how they are tracking the effectiveness of each?
• What information is required of the customer when scheduling an appointment, and how does this differ by channel?
• What does the customer experience look like for each scheduling channel – e.g. what is the average BDC experience for a customer making an appointment compared to in-app scheduling?