What Is xTime & Why It Matters in Automotive Fixed Ops

xTime—sometimes styled Xtime—is a comprehensive service-lane platform crafted to optimize the dealership service experience, streamline operations, boost revenue, and enhance tech/advisor efficiency. As part of Cox Automotive’s Retail360 suite, it integrates seamlessly with DMS/CRM systems and includes modules for scheduling, check-in, digital inspection, customer marketing, payments—and beyond.

1. Module Overview: The Spectrum of Capabilities

xTime’s power lies in its modular design—each supports a specific phase of the customer journey, yet they work in harmony.

a. Schedule

• Enables online and in-lane booking across web, mobile, and kiosks.

• Offers customizable appointment types with recall integration and capacity control.

• Capterra reviewers highlight its ease of booking: “Xtime is very user friendly… easy to learn… customizable options to fine-tune our schedule” .

b. Engage

• Digital check-in/check-out with tablets and messaging updates.

• Text/email notifications and real-time adviser–customer communication.

• G2 user Doug S. noted that it “sped up our check-in process… communicates with CDK and prints off a work order”.

c. Inspect

• Technicians upload photos, videos, and notes via digital multipoint inspection (MPI).

• Customers can instantly view and approve recommendations.

• Noise-cancelled, high-res video support (with subtitles) enables approvals in around 7 minutes .

d. Invite

• A marketing engine for retargeting clients who skipped services, recalls, or routine maintenance.

• Sends SMS/email campaigns with in-message scheduling and analytics.

• Capterra India review: “We no longer have issues of appointments being mysteriously moved because accountability is built in… Brilliant software… integrates perfectly with your DMS” .

e. Payment

• Streamlined payment via tablets or links sent to the customer.

• Reduces bottlenecks at checkout and consolidates ops.

2. Latest 2025 Enhancements (Jan 2025 Rollout)

According to Cox Automotive, xTime’s latest upgrades (Jan 17, 2025) include:

• Centralized messaging hub with bulk SMS/email capabilities.

• Advanced multimedia: noise cancellation, branded MPI videos, subtitles—driving approvals in ~7 minutes.

• Real-time dashboards and performance scoring linked to Additional Service Recommendations (ASRs).

• Deeper reporting: more insight into communication and service trends.

• Enhanced DMS integration: smoother backend sync, less duplication.

The improvements round out xTime’s mission: connect sales to service, elevate experience, and maximize revenue.

3. Performance & Adoption

• Trusted by ≈7,600 dealerships and endorsed by 44 OEMs .

• Handles over 10 million appointments per month .

• Boosts service retention by 13.3% and adds up to $110 per Repair Order (RO) .

• Digital inspection + multimedia proof leads to average ASR approvals in 6–7 minutes .

4. Real-World Feedback: What Dealers Say

A blend of praise and areas to improve—based on professional reviews and forum discussions.

 What Works Well

• User-friendly interface: Multiple users rave that xTime is intuitive, quick to learn, and easy for both staff and customers to adopt .

• Training and support: “Awesome training course… customer support fast and helpful” .

• Accountability & transparency: Built-in tracking of declined services and MPI penetration helps hold teams accountable .

• Communication upgrades: New bulk messaging and central hub aid larger campaigns and recall blasts .

• Brand and DMS fit: Integrates naturally with CDK, Dealertrack, CRM, and Autotrader ecosystems. G2 user: “Xtime and conversica work great… AI… Marsha” for scheduling .

 Pain Points & Bumps

• DMS syncing issues: Delays and mismatches when syncing parts/estimates with CDK or Dealertrack, especially parts pricing not updating .

• Quote-building bugs: Adding multiple parts causes screen jumps, refreshes needed—time drains quoted as “buggy mess” .

• Complex initial setup: Implementation demands time, cross-department knowledge, and expert guidance .

• Bulkier platform: Some feel xTime replaced more specialized tools but doesn’t always replicate their efficiency .

• ROI vs. cost tensions: Campaigns can cost thousands/month; ROI varies based on volume and setup .

5. Employee Insight

Glassdoor reviews highlight a solid workplace with top-tier benefits and flexible culture—but mixed feelings around mid-management and organizational structure:

6. Best Practices for Success

Based on real dealer insights and reviews:

1. Invest in setup and training
   Implementation needs cross-functional alignment—get technicians, parts, and advisors involved early .

2. Start with basics, then expand
   Launch Schedule + Engage, then layer in Inspect, Invite, and Payment to avoid overwhelm.

3. Tighten DMS sync and parts config
   Resolve parts pricing, line items, and quote translation before going live.

4. Use dashboards and communication tools regularly
   Run bulk campaigns, track KPIs like MPI penetration, deal closing rates, and ASR time-to-approval.

5. Collect and act on user feedback
   Monitor advisor/technician reports; patch UI bugs and iterate based on real feedback.

7. Final Verdict

xTime is one of the few true end-to-end fixed ops platforms in the automotive space, offering modules that span the service journey—from appointments to payment. It delivers clear UX, proven uplift in retention and RO value, and deep CDRMS/DMS integration.

Yet, it carries complexity: initial adoption demands careful planning, tight training, and system tuning. Dealers operating at scale—50+ ROs per day—should be ready to address parts sync issues, budget for training, and invest in setup.

Summary Table

If you’re aiming for elevated, data-driven, digital-first service lanes, xTimestands out—especially for volume-focused dealerships. Its modular design lets you begin small and scale up. The 2025 enhancements reinforce media-rich communication, analytics, and bulk campaigns.

To truly benefit, cross-departmental buy-in, disciplined setup, and ongoing tuning are essential. With those in place, xTime unlocks stronger customer engagement, higher RO performance, and fixed-ops growth in today’s digital-first landscape.