Subaru Concierge for Service Offers Retailers several participation options:

Inbound only – Assistance with inbound Service Appointment calls.
Outbound Recall only – Assistance with campaigning VINs on Retailer’s Open Recall and Service Campaign Lists.
Outbound FMC only – Assistance with campaigning high, medium, and low-risk customers and scheduling them for their first service.
Outbound OSR only - Assists in Fixed Operations profit generation activity to a critical at-risk segment of the retailer’s UIO.
Outbound Starlink only - Real time assists with safety and security features- showing our commitment to the Love Promise.
All the above – Assistance with all programs.

Program Costs (Pre-SAF)

Inbound costs = $2.00/minute standard rate. Inbound costs apply to both normal Inbound Service Concierge appointment calls as well as customers calling back from outbound campaigns – responding to voicemails or texts via a returned call. This program is SAF eligible at 50%.
Recall Concierge = $2.00/VIN campaigned (deleted net of DNC), plus $2.00 per minute for handling inbound calls from customers calling back from outbound campaign voicemails or texts via a returned call. $4.00 flat per customer who replies back to outbound text messages via text. This program is SAF eligible at 50%.
FMC costs = $2.00/VIN campaigned, and any inbound calls will be billed at the $2.00/minute rate. This program is not SAF eligible.
OSR costs = $2.00/VIN campaigned for Outbound, $2.00/min Inbound. This program is not SAF eligible.
STARLINK costs = $2.00/STARLINK Notification, $1/STARLINK Reminder Notification, $2.00/min Inbound. This program is not SAF eligible.

Inbound Service Concierge Program Description

Launched in 2018, Subaru Concierge for Service is a program offered exclusively to Subaru retailers to assist with inbound service appointment calls.

Inbound Service Concierge assists retailers in managing their Inbound Call volumes, allowing Service Advisors to focus on in-person customer interactions and follow-up.

Launched in 2018, Service Concierge highlights include

2.5 Million Calls answered on behalf of Subaru retailers
1 Million Appointments sent directly into the Retailers OSS
7 Million Service Advisor Minutes Saved

The Inbound service concierge program is very customizable, allowing you to route calls as you see fit. You have 3 options:
- Website Routing: We route your website phone number to our team.
- Local Call Routing: We will assign you a 10-digit phone number that you will install within your phone tree.
- Overflow Calls: Our team can pick up the call after 3 or 4 rings. This option gives you a chance to pick up first.

A Subaru Customer Service Specialist (CSS) will identify themselves by name with Subaru Concierge. They will greet customer by indicating “Thank you for calling (Retailer Name), my name is Joe, are you calling to schedule a Subaru service appointment?”

For those customers who need an appointment, the CSS will schedule the customer appointment directly into the retailers Online Service Scheduling Tool; either in Schedule Connect or X-Time. In most cases, when a customer appointment is set, retailer service personnel do not need to be involved in any aspect of setting the appointment.

Participating retailers can provide Concierge with a series of instructions related to pricing of common services, SSLP scheduling and required time for service.

Retailer Requirements: must meet the following criteria:
- Participate in the SSLP program and allow Concierge to schedule loaners for warranty and recall repairs. Retailer(s) can provide specific SSLP scheduling instructions to Concierge.
- Utilize an Authorized Subaru Retailer Website and Online Service Scheduling tool (Schedule Connect or X-Time).

Outbound Recall Concierge Program Description

Launched in 2020, The Recall program campaigns VINs on retailers open recall and service campaign lists, as selected by retailer in CareConnect. Some program highlights since launch:

Million Recalls Campaigned
115,000 Recalls Completed
500% Retailer ROI (pre-SAF)

Some of the benefits of the program include:

Generate Additional Repair Order Volume
Communicate with Subaru Owners that Recalls are No Charge
Increase Recall Completion Rates
Concierge makes two call attempts, leaving a voicemail on the second attempt.
We refresh the Open Recall and Service Campaign list monthly.
We removed duplicated and any customers campaigned in the past 90 days.

Outbound FMC (First Maintenance Complete) Campaign Program Description

Launched in 2022, The FMC program includes the campaigning of your high, medium, and low-risk customers and scheduling them for their first service at your retailer. Some of the benefits of this program include:

Generate additional RO volume.
Communicate with Subaru vehicle owners to inform them of upcoming maintenance needed.
Increase FMC Rates.
We will strategically align the retailer's outreach to complement the SMv2 efforts.

The price is $2/VIN campaigned and any inbound calls will be billed at the $2/min rate. This program is not SAF eligible.

Outbound OSR (Ongoing Service Retention) Campaign Program Description

Launched in 2023, OSR Concierge assists in Fixed Operations profit generation activity to a critical at-risk segment of the retailer’s UIO:

Concierge will make 2 outbound call attempts, leaving a voicemail on the first dial attempt with instructions to call us back at a unique number.
Retailer offers are provided to the customer, and if the customer is interested an appointment is set in the retailer’s OSS per their scheduling instructions.
Month-end retailer level reporting is sent out via email.

The price is $2/VIN campaigned and any inbound calls will be billed at the $2/min rate. This program is not SAF eligible.

Starlink Program Description

Launching in 2024, Starlink is real time assists with safety and security features- showing our commitment to the Love Promise.

Concierge will leave a VM on the first attempt, and if necessary, make a 2nd call attempt with 1-2 business days.
If the notification generates a reminder (after 72 hours) a third call attempt with an additional VM will be made.
Upon reaching the customer, Concierge will explain the notification type, attempt to set an appointment and upon setting an appointment will ask 2-3 diagnostic questions.
Like all the Service Concierge programs, retailers must use a Subaru Certified OSS (Schedule Connect or Xtime) to participate.
Month-end retailer level reporting is sent out via email.

The price is $2.00/VIN for the first 2 call attempts, $1.00 for reminders – which occur 19% of the time, so average cost per VIN = $2.19. This program is not SAF eligible.

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Dedicated Reps

Subaru Concierge has been a trusted service since 2013. We have been assisting retailers by calling internet leads on behalf of the retailer to set sales appointments.
The Customer Service Specialists will be dedicated to the Subaru brand only. They will be scheduling Subaru Service appointments on behalf of enrolled Subaru retailers.
In addition to the Customer Service Specialists, Subaru Concierge for Service has a dedicated Program Manager, 4 Managers, and 7 Regional Liaisons, who are available to talk with retailer personnel to perform pre-launch set-up and address any retailer issues on an ongoing basis.

*Subaru Concierge agents are all Foundations Product Certified, follow a consistent process to gather the required information, and are focused on providing the truly best experience.

Your Subaru Virtual BDC

Many Subaru retailers have their own in-house BDC and Subaru of America encourages retailers to operate a Subaru BDC. However, for those retailers without a BDC, Subaru is offering this program as a Virtual BDC to assist with the ever-growing Subaru retailer UIO count.

While there are numerous independent Virtual BDC’s in the marketplace, Subaru Concierge for Service offers numerous benefits over independent VBDC’s including:

Extended hours 7 AM – 10 PM ET, 8 AM – 8 PM ET Saturdays
Dedicated team for just Subaru Service Appointments
All CSS Reps are Subaru Foundations Certified
Customer Service Specialists trained on inbound service call best practices
- Better call answering performance – less call wait- time and abandoned calls.
- Only Subaru Concierge for Service is endorsed by SOA and is SAF Eligible.
  - Some market solutions just email the retailer appointment requests, Subaru Concierge schedules appointments directly into the Retailer’s Online Scheduler eliminating the need for retailer to take additional steps.

Majority of Calls Handled Without Retailer Involvement

Service Concierge averages handling 72% of all calls received without retailer (Advisor) involvement. Imagine what removing the majority of inbound calls from your Advisors can do for their productivity.

Free up Service Advisors

For retailers routing Service appointment calls to Service advisors, removing this inbound call workload from advisors allows advisors to focus on their primary roles of customer inspections, service authorizations, status inquiries and service completion notifications.