March 2025

Toll charges on loaner vehicles, rentals, and service fleets can quickly add up, costing dealerships hundreds or even thousands of dollars per year. When customers believe tolls are covered by the dealership—or if toll tracking is unclear—they are more likely to use toll roads freely, leaving the dealership to absorb the costs.

When customers bring their vehicles in for service, they expect a hassle-free experience, including a smooth transportation solution. Traditional loaner cars and shuttles, while valuable, often create delays, limited availability, and frustration—leading to a negative impact on customer satisfaction (CSI) scores.

Providing a shuttle service is an excellent way for dealerships to enhance customer satisfaction, but if not managed properly, it can become an expensive and inefficient operation. Rising fuel costs, excessive vehicle downtime, inefficient routing, and high labor expenses can quickly erode profits.

Managing a service loaner fleet effectively is critical for dealership profitability and customer satisfaction. Without the right insights, dealerships risk overextending their fleet, incurring unnecessary costs, and missing opportunities to improve efficiency. That’s where data-driven decision-making comes in.