In today’s evolving automotive landscape, the customer service experience is no longer an afterthought—it’s a key profit driver. That’s where Xtime enters the picture. As part of the Cox Automotive Retail360 ecosystem, Xtime delivers a unified platform designed to modernize dealership fixed operations. From seamless appointment scheduling to real-time inspections and intelligent marketing, Xtime helps dealerships improve customer retention, drive service revenue, and streamline operations.
This article explores what Xtime offers, how it works, and why it’s become the go-to solution for thousands of dealerships.
What Is Xtime?
Xtime is a cloud-based Service Experience Platform used by over 6,000 dealerships and 44 original equipment manufacturers (OEMs). Its purpose is to elevate the fixed operations department the part of the dealership that handles service, repairs, and parts—into a streamlined, customer-centric experience.
The Xtime platform is built around four core modules:
Schedule: Streamlines online booking and shop capacity.
Engage: Enables mobile check-in and service presentation.
Inspect: Facilitates technician inspections with photos and videos.
Invite: Automates marketing to retain customers and rebook declined services.
These tools form the Xtime Spectrum, providing end-to-end support across the service journey from scheduling to follow-up.
The Four Xtime Modules Explained
1. Schedule
Today’s customers expect digital convenience and Schedule delivers. Customers can book service appointments online or via mobile 24/7, with visibility into real-time availability.
Key features include:
Recall notifications built into the scheduler
Menu pricing for transparency
Integration with Lyft for service pick-up/drop-off
Capacity management to balance technician workloads
This module also enables upsell opportunities by identifying declined services and presenting them during booking.
2. Engage
Xtime Engage transforms how customers check in for service. Through tablet or mobile interfaces, service advisors can:
Perform walk-around inspections
Present dynamic service menus
Communicate via text or email
Collect digital signatures and approvals
This digital experience reduces wait times, increases RO value, and improves satisfaction by making service more transparent and collaborative.
3. Inspect
Xtime Inspect digitizes technician multipoint inspections (MPI), allowing them to capture:
Photos and videos of needed repairs
Annotated notes explaining each recommendation
Customized videos that include dealership branding and noise cancellation
These inspection reports are then sent to customers via email or text. Because customers can visually see what's needed, approval rates increase, often within minutes.
4. Invite
Xtime Invite handles the marketing automation side of fixed ops. This module helps dealers re-engage customers with:
Reminder emails and SMS messages
Seasonal campaigns
Recapture of previously declined services
Retention offers
Because it’s tied into the service history and DMS, Invite can personalize communication and ensure timely outreach.
Integration with Retail360 and Dealer Tools
Xtime doesn't work in isolation. It integrates with other tools in the Cox Automotive Retail360 platform, including:
Dealertrack DMS
VinSolutions CRM
Reynolds & Reynolds
CDK Global
These integrations create a frictionless workflow where pricing, inventory, service history, and customer data are shared between departments. For example, a repair quote from Xtime can be sent to a CRM automatically, enabling the BDC to follow up on unsold services.
Performance and ROI with Xtime
According to internal Cox Automotive reporting and dealership case studies, Xtime users experience significant performance improvements:
13.3% average increase in service retention
$100–$125 average lift per repair order (RO)
Up to 46% more dollars per RO when digital inspection media is used
Approval times under 7 minutes for most video-enabled upsells
The key driver behind these results? Transparency. When customers receive photo or video evidence of a needed repair, they trust the dealership more—and approve services faster.
What’s New in 2025?
Xtime has introduced several new features recently to enhance user experience and service efficiency:
Messaging Center: Enables bulk and 2-way messaging for advisors and service managers
Advanced media tools: High-res videos with dealership branding, subtitles, and noise filters
Real-time analytics: Dashboards for tracking Additional Service Recommendation (ASR) conversion rates, inspection usage, and appointment show rates
AI chatbot integrations: Tools like Impel allow customers to schedule service via chatbot, which syncs back into Xtime
These tools are designed to help service departments reduce no-shows, increase approval rates, and boost technician efficiency.
Real-World Feedback: What Dealerships Say
On platforms like Reddit and Dealer forums, dealership staff have shared their hands-on experiences with Xtime.
? Pros
“The customer-facing experience is miles better than legacy DMS tools.”
“Xtime is intuitive for advisors and quick to train on.”
“Our approval rate went up once we started using video MPIs.”
? Common Complaints
“Quoting larger jobs can be a pain—lots of parts slow it down.”
“DMS syncing sometimes lags, which affects reporting.”
“Adoption is everything—without full buy-in, the system doesn’t work well.”
Despite some technical hurdles, most users agree that when implemented correctly, Xtime delivers a tangible improvement in customer experience and service profitability.
Best Practices for Success with Xtime
To get the most out of Xtime, dealerships should:
Invest in comprehensive training across all service roles
Audit workflows to ensure parts, service, and BDC are aligned
Track ROI metrics like RO value, approval speed, and ASR conversion
Fully enable multimedia features for inspections
Integrate with DMS/CRM systems for seamless communication
Who Should Use Xtime?
Xtime is ideal for:
Franchise dealerships with moderate to high service volume
Dealer groups seeking scalable service tools
Operations prioritizing customer retention
Shops wanting to digitize inspections and approvals
It's especially powerful when paired with Retail360 tools to build a connected sales-to-service journey.
In an era where customers expect transparency and digital convenience, Xtime equips dealerships with tools to meet—and exceed—those expectations. Its four-module platform transforms every step of the service journey, boosting efficiency and revenue while improving customer trust.
