A few years ago, service pickup and delivery was a nice-to-have. Today, it’s a customer expectation—and increasingly, a dealership’s operational advantage.
What began as a pandemic-era necessity has rapidly transformed into a standard of convenience that separates good service experiences from great ones. At Driver On Demand, we’ve been on the front lines of that evolution, supporting dealerships, auctions, OEMs, and fleets across the country with flexible, high-impact logistics solutions.
Here’s how the industry has shifted—and what that means for your bottom line.
From Crisis Response to Customer Expectation
In 2020, dealerships scrambled to implement pickup and delivery to reduce contact and preserve customer trust. It worked. Not only did customers appreciate the effort—they wanted it to stick.
Customer demand for convenience continues to rise. Studies show that most vehicle owners prefer dealerships that offer pickup and delivery options, especially when it saves them time and hassle. What started as a reactive solution has become a proactive driver of loyalty and satisfaction.
Dealers Found Unexpected Gains
Many of our partners started pickup and delivery thinking it would be a short-term expense. Instead, they discovered long-term upside:
- 30–35% increase in service revenue per RO from software adoption
- +8–10% additional lift when combined with Driver on Demand’s logistics support
- <1% no-show rate (vs. 10% industry average)
- 76% customer retention (vs. 54% industry average)
- 95% positive consumer response to our delivery drivers (RedCap data)
What Comes Next? Scale + Strategy
The next evolution isn’t just about offering pickup and delivery. It’s about:
- Making it operationally sustainable
- Treating it as a core service offering, not a courtesy
- Choosing the right partners to optimize for ROI, not just cost reduction
The dealers that win are those who build this into their business model, integrate it into their workflows, and measure its performance just like any other fixed ops initiative.
Moving Forward
Whether you’re running a single store or a group, you don’t have to build it all yourself. At Driver On Demand, we provide the trained drivers, liability coverage, scheduling flexibility, and customer-facing professionalism that turns pickup and delivery into a differentiator.
It’s time to stop viewing logistics as a backend problem. It’s your front-line opportunity.
