Mastering Fixed Ops with Xtime: A Complete Guide for Modern Dealerships

What Is Xtime?

Xtime, part of the Cox Automotive ecosystem, is a cloud-based Service Experience Platform built to revolutionize how automotive dealerships manage fixed operations. It centralizes appointment scheduling, vehicle inspections, customer communications, and payment—all designed to boost efficiency, transparency, and revenue per repair order (RO).

The Xtime Technology Suite

Xtime’s modular structure supports each stage of the service journey:

1. Invite – Drive Repeat Visits

Automated, multichannel service reminders (email/SMS) based on prior declined services, recalls, or maintenance schedules.
Recapture missed revenue by prompting customers to revisit.

2. Schedule – 24/7 Self-Service Booking

Customers can book anytime via web, mobile, kiosk, or in-vehicle interface.
Real-time capacity management avoids overbooking while optimizing technician availability.
Customizable menus display service options, recalls, warranties, and special promotions.

3. Engage – Digital Check-In & Upselling

Offers tablet‑based self check-ins with digital walk-arounds and historical data.
Advisors can upsell using VIN-specific diagnostics, share images/videos, accept approvals, and process payments on the spot.

4. Inspect – Digital MPIs with Rich Media

Technicians perform multipoint inspections with photos, videos, and notes.
Customers receive clear, visual repair recommendations, leading to faster approvals—even as quickly as 7 minutes.

5. Payment – Flexible, Integrated Collection

Accepts payments in-lane or via SMS/email links for remote payment.
Works seamlessly with scheduling and engagement tools to close the service loop.

New 2025 Enhancements

Announced on January 17, 2025, Xtime introduced key upgrades across communication, multimedia capture, analytics, and backend workflows:

Enhanced Text Messaging: A centralized messaging hub supports individual and bulk outreach.
Improved Video/Media Capture: Noise‑cancellation, higher resolution, subtitle support, and dealer-branded inspection videos.
Real-Time Performance Dashboard: Dealers can track ASR approvals, messaging reach, and workflow KPIs live.
Simplified Reporting & DMS Integration: Streamlined data flow improves operational efficiency and profitability.

These updates reinforce Xtime’s position as a modern, digital-first solution tailored to meet evolving customer and dealership needs.

Integration & Ecosystem

Xtime integrates deeply within Cox Automotive’s Retail360 stack and various third-party tools:

Dealer Management Systems (DMS): Integrations with CDK, Dealertrack, and more, facilitating automatic syncing of service lines, prices, and inventory.
CRM and OEM Platforms: Enables personalized scheduling and follow-ups based on a customer’s service history.
Rideshare Integration: Partners with Lyft for courtesy ride services, with billing connected directly to RO.

Business Impact & ROI

Key Metrics (Aug 2023–Jul 2024)

More vehicles serviced per day
Higher ROs per month
Increased dollars per RO

Tangible Benefits:

Faster Approvals: Transparent MPI media reduces approval delays—ASRs go through in as little as 7 minutes.
Improved Efficiency: Digital workflows eliminate paperwork and manual follow-ups, freeing advisors and techs to focus on work.
Higher Customer Satisfaction: Real-time updates, professional interaction, and convenient touchpoints enhance loyalty.

Dealer Success Stories

Chapman Honda Tucson uses Lyft/Xtime integration for 3–4‑minute courtesy rides.
Ferman Volvo praises Xtime as essential: “I wouldn’t want to work at a dealership that doesn’t use Xtime.”
Vaden Automotive Group reports smoother write-ups with Engage.
Manly Honda commends seamless system integration.

These cases highlight Xtime’s flexibility across dealership sizes and regions.

User Feedback: Pros & Cons

What Dealers Love

From Capterra and Reddit:

“Xtime is very user friendly and easy to use… many customizable options to fit our shop perfectly.” – Joe, Director of Marketing
“XTime as a customer‑facing tool is fantastic. It’s clean, crisp, and user friendly. Customers love it.”

Easy booking and scheduling improve utilization.
Digital inspections build transparency and upsell opportunities.
Centralized messaging enhances team communication.

Common Complaints

“Xtime is hot garbage and I’ll likely be switching… basic but needs fine tuning.”
“Interface isn’t bad, but it’s buggy, glitchy… shoots you to top of screen on parts add.”
Integration hiccups: e.g. parts/reservations syncing inconsistently with CDK.
Successful cases stress the need for dealer-wide training and commitment.

Best Practices for Implementing Xtime

Full-Scale Training: On-site support and consistent team training are essential.
Phased Rollout: Begin with scheduling + inspections, then expand to messaging and payments.
System Configuration: Customize pricing menus, recalls, and service offerings to match dealership branding and logistics.
Monitor KPIs: Use Dashboards to track YOY performance in appointment volume, RO value, and approval times.
Continuous Feedback: Engage front-line users in monthly reviews; collaborate with Xtime support to address issues.
Keep Tech Updated: Regularly update the mobile app, DMS sync settings, and take advantage of new features.

Should You Choose Xtime?

Ideal If You Want:

A unified, digital-first fixed-ops solution.
Tools for transparent inspections and upselling.
Data-driven dashboards and customer-friendly workflows.
Integration with your DMS, CRM, and ecosystem partners like Lyft.

Consider Alternatives If:

You have legacy platforms less compatible with cloud integration.
Your team is resistant to adopting new tech or workflows.
You’re not prepared to invest in training and configuration support.

Competitor Comparison (High-Level)

Compared to platforms like CDK Service Lane, myKaarma, Dealerlogix, and SuperService:

Xtime excels in digital media capture, live scheduling, and communication tools.
CDK may offer deeper native DMS integration.
myKaarma and Dealerlogix are noted for marketing and inspection depth.
SuperService (Infomedia) is fresh on many dealers’ radar but less ubiquitous.

Each system has trade-offs in UI, integration, pricing, and support levels—dealer context is key.

Xtime is a feature-rich, mature platform that reshapes the fixed-ops experience—making it faster, transparent, and more profitable. Its strengths lie in:

Complete Service Lifecycle Coverage: From Invite to Payment.
Multimedia Inspections: Accelerate approvals and trust.
Digital Engagement Tools: Proactive, personalized customer communication.
Data Insights: Measure what matters with real-time dashboards.

The caveats? Performance quirks, DMS integration fidelity, and the need for dealer-wide adoption are common pain points—but addressable with proper planning and support.

If your dealership is open to digital transformation and committed to training, Xtime can deliver measurable ROI and a competitive edge in customer experience.