When the Beck family acquired Beck & Beck Buick GMC in Seguin, Texas, they saw a potential significant opportunity ahead. The dealership had a loyal customer base, a well-established community reputation and a vision for building a stronger future for both the business and the customers they serve.
The family was already familiar with JM&A Group through another dealership relationship, Cowboy Kia in Conroe, Texas, which opened the door to an initial conversation around Fixed Operations consulting.
At the time, several areas within the service department still relied on highly manual processes, creating opportunities to improve communication, workflows and overall service lane execution.
Initially, there was some uncertainty about the cost of a consulting engagement and whether it would ultimately be a good investment for the store. The dealership wanted to improve the service department without overcomplicating operations or losing the relationship-focused customer experience that mattered most to the business.
What began as a no-obligations consultation with a JM&A Group consultant quickly uncovered broader opportunities to improve communication, pricing strategies and overall service drive performance. The dealership appreciated the hands-on approach our team would provide and immediately agreed to partner.
The results described reflect the experience of this specific dealer in this case study. Individual results will vary and are not guaranteed.
Key Takeaway
Beck & Beck Buick GMC strengthened customer communication, modernized long-standing Fixed Operations processes, improved service lane execution, and increased repair order value through its partnership with JM&A Group.
IDENTIFYING THE OPPORTUNITY
Why Beck & Beck GMC Needed a New Approach to Fixed Operations
When the dealership was acquired, many Fixed Operations processes had remained unchanged for years. This created opportunities to improve:
- Pricing structures that kept up with today’s standards
- Advisor workflows
- Communication with customers during the repair process
- Service lane consistency
- Day-to-day visibility throughout the department for management
At the same time, preserving the dealership’s customer-first culture and community reputation remained a priority.
As General Manager Grayson Beck explained, the goal was to move away from a purely transactional service experience and create stronger customer connections throughout the visit.
To support those goals, Beck & Beck Buick GMC partnered with JM&A Group to implement a more structured approach to service lane execution, advisor development and customer communication.
How JM&A Group Helped
- Evaluated service lane workflows and advisor processes
- Reviewed pricing structures and labor operations
- Identified opportunities to improve communication and visibility
- Helped create a more relationship-focused customer experience
MODERNIZING THE SERVICE EXPERIENCE
How Technology Helped Improve Customer Communication in the Service Lane
Rather than implementing a one-size-fits-all approach, JM&A Group worked alongside the Beck & Beck Buick GMC team to develop processes tailored to the dealership’s goals and customers.
One of the most impactful enhancements involved introducing video multi-point inspections (VMPI) and texting capabilities to communicate with customers.
Prior to the engagement, communication throughout the repair process was limited. Advisors would complete the write-up; customers would wait in the lounge, and updates during the visit were often minimal.
By implementing VMPI, texting and more proactive communication processes, the dealership created a more engaging customer experience.
Customers were now able to:
- Receive videos explaining vehicle conditions
- Better understand recommended repairs
- Communicate directly with advisors through texting
- Stay informed throughout the repair process
The JM&A Group team also assisted with training and implementation to help advisors adopt the new technologies and communication processes successfully.
The customers are happier, and they know what’s going on.
Grayson Beck,
General Manager, Beck & Beck Buick GMC
How JM&A Group Helped
- Assisted with implementation of VMPI and texting capabilities
- Helped improve advisor communication throughout the repair process
- Supported adoption through hands-on training
- Helped shift the service experience toward stronger customer engagement
SUPPORTING LONG-TERM FIXED OPERATIONS GROWTH
How Service Drive Processes Became More Consistent and Accountable
In addition to customer communication improvements, JM&A Group helped Beck & Beck Buick GMC strengthen operational areas that had remained largely unchanged for years.
This included reviewing:
According to Grayson Beck, the engagement resulted in what they described as “a full makeover” of their Fixed Operations department.
How JM&A Group Helped
- Helped improve workflow alignment across the service drive
- Helped increase visibility and accountability
- Helped modernize long-standing service processes
- Helped create a stronger operational foundation
DRIVING MEASURABLE RESULTS
Higher Repair Order Value and Stronger Advisor Performance
As new processes and communication tools were implemented, Beck & Beck Buick GMC began seeing measurable improvements across the service department.
Leadership noted stronger advisor execution, improved customer engagement throughout the repair process and increased repair order value following the rollout of video MPI and texting capabilities.
At one point during the engagement, dealership leadership noted the store was tracking near $500 per repair order.
A PARTNERSHIP FOCUSED APPROACH
Why Beck & Beck Buick GMC Continues to Partner with JM&A Group
For the dealership, the level of communication and accessibility from the JM&A Group team stood out throughout the process.
As new service lane procedures and communication tools were introduced, our team remained closely involved with dealership leadership and employees. Questions were addressed quickly, communication was consistent and support continued even outside of scheduled in-store visits.
Rather than feeling like a short-term consulting project, the relationship became a collaborative effort focused on improving the experience for both customers and employees.
The relationship and communication "from JM&A Group" has stood out the most.
Grayson Beck,
General Manager, Beck & Beck Buick GMC
Today, Beck & Beck Buick GMC continues building toward the future, including plans for a new dealership expected to open in 2027. As part of that growth, the dealership plans to continue working with JM&A Group to help support Fixed Operations performance in the new facility.
JM&A Group helps dealerships strengthen Fixed Operations, performance through hands-on consulting, process improvement, training and operational support tailored to each store’s goals and challenges.
By focusing on process consistency, customer experience, communication, accountability and operational visibility, JM&A Group helps dealerships build healthier and more sustainable service operations designed for long-term growth.
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