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Top Automotive Trends Service Advisors Should Stay Updated On

In the fast-evolving world of automotive service, staying informed about the latest industry developments is crucial for service advisors who strive to deliver outstanding customer experiences. This guide from NCM Associates explains top automotive trends service advisors should stay updated on, which will help them remain at the forefront of innovation, build trust with clients, and optimize shop efficiency.   

Embracing Digital Vehicle Inspections  

Digital Vehicle Inspections have transformed how advisors interact with customers and technicians. By capturing high-resolution images and video of vehicle issues directly on tablets or smartphones, advisors can explain recommended services more clearly and transparently. This technology allows for real-time annotation of rough brake pads, fluid leaks, or worn suspension components, ensuring customers understand why each service is necessary.   

The immediacy of digital inspections reduces approval wait times and helps build credibility, as clients can see exactly what needs attention.   

Leveraging Predictive Maintenance and IoT Data  

Connected vehicles equipped with IoT sensors generate continuous streams of telematics data, empowering advisors to shift from reactive repairs to predictive maintenance. Instead of waiting for warning lights, advisors can analyze usage patterns, monitor component health, and forecast when parts are likely to fail.   

This proactive approach minimizes unexpected breakdowns, keeps customers on the road longer, and deepens relationships through value-added preventive care. Service advisors who master the art of interpreting telematics reports and scheduling maintenance before issues arise position their shops as reliable partners in vehicle ownership.   

Enhancing Customer Communication Across Channels  

Consumers expect seamless updates about their vehicle’s status via multiple communication channels. Service advisors who expand beyond traditional phone calls and paper invoices to include SMS notifications, email reminders, and even live chat on dealership websites will dramatically reduce no-shows and improve customer satisfaction.   

When an advisor can send a courtesy text confirming an appointment, an email with the inspection report link, or host a quick video consultation for minor diagnostic questions, it keeps clients engaged and informed throughout the service cycle. By broadening communication touchpoints, advisors demonstrate responsiveness and foster trust.   

Harnessing Data Analytics and KPI Benchmarking  

The transition to metrics-driven operations is reshaping service departments across the industry. Service advisors who routinely track key performance indicators such as average repair order value, advisor closing rate, and key-return percentage can uncover growth opportunities and benchmark their performance against industry standards.   

Data analytics highlights areas for upsell or cross-sell—such as suggesting a complementary wheel alignment with tire replacement—and drives continuous improvement, helping shops refine processes and elevate the customer journey.   

Building Expertise in Electric and Hybrid Vehicles  

As electric and hybrid vehicle sales continue their upward trajectory, service advisors must develop fluency in the unique service requirements of these platforms. From understanding best practices for fast-charging and battery health management to explaining specialized warranty coverages and service intervals, advisors who can confidently address EV and hybrid questions will stand out in the market.   

Additionally, knowing which technician certifications and scanning tools are required ensures that your service department remains compliant with manufacturer standards.  

Contact NCM Associates to Help Your Dealership Stay on Top of Automotive Service Trends  

Remaining up to date on Digital Vehicle Inspections, predictive maintenance fueled by IoT, omnichannel communication, data analytics, and electric-vehicle expertise is essential for service advisors aiming to establish thought leadership and deliver exceptional customer experiences. By understanding and implementing these automotive trends, your team can anticipate customer needs, foster loyalty, and drive sustained growth.   

Ready to propel your service department forward? View our training schedule and reserve your spot for Service Advisor training with NCM Associates today.