Fast-track fixes: Nissan dealers speed up service with LenZ℠ wearable tech
Investing in new technology and technicians’ skillsets is accelerating service while lowering costs for Nissan customers and dealers
November is National Career Development Month, and with the help of advanced, wearable tech, Nissan is offering dealership employees the tools to enhance their technological skills while also helping make their jobs easier.
Nissan Master Technician Skyler Petille explains how LenZ℠ helps him quickly solve a problem.
The LenZ℠ program includes hands-free wearable technology that enables dealer technicians to communicate in real time with the Nissan TECH LINE Call Center – located near the Nissan Smyrna Manufacturing Plant in Smyrna, Tenn. With each LenZ℠ subscription, Nissan provides complimentary training to ensure dealer technicians have the right skills to operate the device.
Before LenZ℠, when a technician encountered a problem, they would email or call Nissan TECH LINE, perhaps including a photo or video to provide context. Depending on the complexity of the issue, technicians could interface several times with TECH LINE before a vehicle was ready to be returned to the customer.
LenZ℠ has streamlined that exchange, which can now be accomplished in minutes.
"TECH LINE did a great job of walking me through the process. They made sure we went through it together and everything went smoothly," said Skyler Petrille, Nissan master technician at Mossy Nissan El Cajon just outside San Diego. "It's super cool when Nissan invests in tools to help make our work easier, better and more efficient."
Skyler Petrille, Nissan master technician, with a LenZ℠ program device at Mossy Nissan El Cajon.
LenZ℠ launched as a pilot program at 25 Nissan dealers in the U.S. and Canada in 2022. Since then, it has expanded to 109 Nissan dealers and INFINITI retailers, including Mossy Nissan El Cajon. The program is now available to every dealer in the U.S. and English-speaking Canada.
The LenZ℠ program includes a headset equipped with a camera, adjustable display, speaker and four microphones. This enables TECH LINE to see and hear a live feed throughout the repair interaction. TECH LINE can virtually circle a specific area of the vehicle to help the technician target a certain part. There is no need for back-and-forth, because the dealer technician and TECH LINE can talk through and see the issue live and find a solution together.
"The best part is being efficient and fixing the car right the first time," said Petrille. "If I get a better understanding from Nissan TECH LINE, that translates directly to the customer because their car is fixed correctly and they're not waiting so long."
Data proves Petrille's point.
The program is helping participating dealers achieve an annual total savings of $1.67 million. The results demonstrate how building technicians' skillsets has a direct impact on improving the customer experience.
Petrille added that LenZ℠ has helped both TECH LINE employees and technicians better understand one another's roles.
The sentiment is shared by TECH LINE staff.
"While on a LenZ℠ session, technicians and specialists discuss not only the vehicle, but also the shop environment, toolboxes and other things we can see," said Christopher O'Connor, manager, TECH LINE. "LenZ℠ is great for diagnosis, but also creates stronger bonds between technicians and TECH LINE."
With the LenZ℠ program now widely available, more dealers will be able to deliver an even better experience to customers, while saving time and reducing costs. All they need to do is sign up.
Jake McElroy, executive manager of Mossy Nissan El Cajon, in his office.
Jake McElroy, executive manager at Mossy Nissan El Cajon, said he will "absolutely" continue participating in the LenZ℠ program and urged other dealers to try it. He said the program has not only helped them better meet customers' needs – it has enabled technicians to advance their careers.
"This is a must," he said. "It's advancing our technicians, our processes, and helping us get things done faster and more accurately."
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