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I think Lee really nailed this, especially with regard to your additional comments about usage you've witnessed. If you have an active mobile user, just ask them what contact method they prefer.

CSI is a big deal, why not capitalize on the opportunity to differentiate yourself and exceed the expectation of your customers at the same time?

The track is pretty simple for an SA, "Nice device! How do you like it (relationship building) Let me ask you this, rather than playing phone tag when your car is finished, would it be OK if I just send you a quick text message to let you know you're all done? All I need you to do is reply so that I know you got the message, sound good?"

Last thought is the second half of the quote, you are dead on about business practices changing. If you need proof of that look at newspaper spend at your dealership. The same people we had to turn the marketing tables upside down to sell the car to are the ones that we are trying to keep in the drive and courting for high CSI scores. Evolve or walk the dinosaur.