In today’s automotive retail environment, fixed operations (service, parts, retention) account for nearly 49% of dealership gross profit—making it a strategic profit engine. Customers now expect transparent, digital-first service experiences, and dealerships are turning to Xtime, part of Cox Automotive’s Retail360 suite, to deliver. Xtime is a cloud‑native Service Experience Platform integrating scheduling, inspections, customer communication, and service marketing into a unified workflow.
What Is Xtime?
Xtime is trusted by more than 7,000 franchise dealerships and endorsed by 44 OEMs, handling over 2.5 million service appointments monthly—equivalent to over $6 billion in annual service revenue. It combines four core modules Schedule, Engage, Inspect, and Invite—into a unified system known as the Spectrum Platform, designed to drive retention, efficiency, and customer trust.
The Spectrum Platform: Four Modules, One Experience
1. Schedule
Delivers 24/7 online and mobile service booking with live technician capacity, integrated menus for promotions, recalls, and previously declined services, plus shuttle or Lyft ride options. This module helps fill open shop slots early and reduces inbound calls
2. Engage
Transforms check-in and check-out via tablets. Advisors can perform walk-arounds, access vehicle history, present pricing menus, collect digital approvals, and communicate service status via text or email—creating efficient, transparent interactions.
3. Inspect
Technicians log media-enriched multipoint inspections with photos and videos attached directly to vehicle recommendations. Customers receive branded inspection media and can approve work—often within 7 minutes. A live Service Tracker keeps them informed.
4. Invite
Automates service marketing via email and SMS—targeting lapsed customers, recall reminders, seasonal service, and previously declined repairs—helping reclaim revenue and improve retention.
2025 Enhancements: Faster Communication & Deeper Insights
On January 17, 2025, Xtime released significant updates to enhance messaging, multimedia, analytics, and system efficiency:
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Messaging Center for two-way and bulk texting with customers
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High-resolution branded MPI videos with noise cancellation and subtitles
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Real-time dashboards and performance scoring to track ASR (Additional Service Recommendation) conversion rates
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Seamless DMS integrations and simplified reporting for operational clarity
Dealerships using the enhanced media features report ASR approvals in as little as 7 minutes, boosting speed and ROI.
Integration Ecosystem: Syncing with Retail360 & AI Tools
Xtime works within Cox Automotive’s Retail360 ecosystem, integrating with major DMS systems like CDK Global, Dealertrack, and Reynolds & Reynolds, as well as CRM tools such as VinSolutions. This integration ensures consistent pricing, synced data, and cohesive workflows.
Xtime also partners with Clutch Technologies for loaner fleet and pickup/delivery functionality—allowing customers to book service with optional valet or loaner access directly. Moreover, Impel AI integration enables after-hours or conversational scheduling via chat or text, with appointments synced automatically into Xtime.
Quantified ROI: Performance Metrics (Aug 2023–Jul 2024)
Aggregated dealer data demonstrates substantial performance gains across key metrics:
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+13.3% increase in service retention
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$110 more per Repair Order (RO) on average
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Up to 46% additional revenue per RO when using the full Spectrum suite
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Approvals in under 7 minutes with rich media-supported inspection workflows
These improvements are driven by streamlined scheduling, transparent communication, and automated retention campaigns.
Real Dealer Feedback: Triumphs & Trials
What Dealers Appreciate
Reddit users and forum participants highlight Xtime’s customer-facing interface and utility:
“Xtime as a customer‑facing tool is clean, crisp, and user friendly.”
“Xtime is way better than CDK Smart.”
They praise menu pricing in Schedule, clearer service presentations in Engage, and media-supported recommendations within Inspect.
Common Frustrations
While many dealers are positive, several highlighted pain points:
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Large parts quoting (e.g., 80+ parts) causes UI lag, forced scrolling, and slow approval syncing.
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DMS integration glitches with CDK or Dealertrack often result in duplicates or mismatched entries.
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Implementation complexity—several reports emphasize the need for onsite training:
“XTime does not work unless everyone does it.”
One advisor noted inspection delivery was confusing for customers; messaging, quoting, and API errors impacted workflow until configuration issues were resolved.
Best Practices for Seamless Deployment & Adoption
To fully capture the platform’s benefits, dealerships should:
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Engage Performance Managers for onsite training, setup of op-codes, pricing, and role mapping.
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Drive full adoption across all roles—advisors, technicians, parts, BDC—ensuring cohesive use across modules.
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Stress-test complex workflows early, including large multipoint inspections and parts quoting scenarios.
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Customize schedules and Engage menus with recalls, promotions, and customer decline logic.
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Monitor metrics using dashboards focusing on ASR conversion, RO lift, campaign performance, and inspection penetration.
Who Should Choose Xtime? Use Cases & Considerations
Ideal for Dealerships That:
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Operate high-volume service operations or multiple rooftops
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Are focused on reclaiming declined service and recall business
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Value visual inspection tools to build trust and accelerate approvals
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Use DMS/CRM systems for cohesive service workflows
But Considerations Include:
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Requires significant time and resources to onboard and adopt correctly
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Some features (like Invite or enhanced Inspect) may incur extra subscription cost
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Inconsistent usage across teams can limit measurable ROI
Comparative Summary: Strengths vs Limitations
| Xtime Strengths | Common Challenges |
|---|---|
| Fully integrated Spectrum platform covering scheduling, inspections, and marketing | Requires detailed multi-day onboarding and user training |
| Proven ROI: +13.3% retention, approx. $110 RO lift, up to 46% revenue per RO | UI sluggishness with large parts quoting |
| Media-enabled inspections accelerate upsell flow | DMS syncing issues can lead to duplication or data mismatch |
| Messaging center and conversational scheduling improve customer engagement | Partial adoption greatly diminishes system effectiveness |
| Scalable cloud architecture integrated into Retail360 ecosystem | Some advanced capabilities require additional payments |
Xtime offers a powerful and comprehensive solution for dealerships aiming to modernize fixed operations. Its Spectrum platform—comprising Schedule, Engage, Inspect, and Invite delivers a unified customer experience enhancing service transparency, efficiency, and profitability.
However, success hinges on comprehensive onboarding, full staff adoption, and technical alignment with DMS/CRM systems. When implemented correctly, Xtime transforms the service lane into a driving force for retention, revenue, and customer loyalty.
