Getting – and especially keeping – more service department customers is a major focus of e-commerce at dealerships these days. Dealerships wired to do that are seeing trend-reversing returns thanks to e-mail service reminders, online appointment capabilities and other web-based customer contacts, says Byron McDuffee, Automatic Data Processing Inc.’s ’s director of e-commerce-integration services. Dealerships taking those initiatives are keeping more service customers whose vehicle ...

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