- Operational Improvement — a smoother, more consistent customer experience at arrival and departure
- Coverage & Reliability — consistent coverage with no disruptions and high standards of professionalism
- Business Impact — service leadership reallocated time into customer pay growth and advisor coaching
- Partnership & Flexibility — flexible scheduling and budgeting, plus managed shuttle flow
[PLACEHOLDER DRAFT — NEEDS CLIENT INPUT: replace with the full Morgan Auto Group case study copy.]
The challenge
Brandon Honda’s service drive carried the same weight every high-volume store knows: hourly arrival-and-departure roles with outsized impact on CSI, managed with less structure than any other position in the building.
The approach
Citrin took over recruiting, training, and daily management of the service drive team as the employer of record — with flexible scheduling and budgeting matched to the store’s traffic, plus managed shuttle flow.
What changed
The drive runs consistently, and our leadership team stays on revenue work.
With coverage handled, service leadership reallocated its time into customer pay growth and advisor coaching — and customers now see a smoother, more consistent experience at both arrival and departure.