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V3.50 | Data Privacy Statement | Focus DMS are independent Kerridge Autoline consultants offering solutions, business intelligence and report writing to the retail franchised main dealer network | |||
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Registered address Unit 3 Forest Business Units, 20 Horndean Road, Bracknell, Berks, RG12 0XG |
VAT number 971 1777 96 |
IMI member 9306079. |
focusdms.co.uk©2008-2011 |
Focus Dealer Management Services
Kerridge Autoline reports and measurements for an ever changing main dealer environment
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Delivering a customer experience Behind dealers glossy facades conceals a labyrinth of ineffective systems, procedures, and general inefficiencies, all with regular behind the scenes fire fighting. Customer experience is delivered but in what format? Excellent customer experience isn’t something that can just be turned on! It’s a culture driven by users having confidence and positive involvement in the daily business all managed by smart, current, efficient and informative procedures. Using Kerridge Autoline to manage every procedure gets users more involved in the business and the business needs by sharing fundamental information at regular intervals. Traditionally users have to manage all procedures manually but by enabling automation it keeps users abreast of every task without being chained to it. This keeps everything under control by informing staff who in turn keep customers informed, another small step in supporting an organisation’s goal of delivering an excellent customer experience. All processes need a means to an end. Expectations or “simple” daily actions if managed well naturally lift “foot fall” followed by “penetration” with little or no effort. Your operation through the eyes of your customers will be perceived as “precise”, “caring” and “professional” because informative processes keep things all tightly together and in control. Information and processes which benefit the dealer and it’s customers Have your system manage every event Focus Dealer Management Services provide reporting and advanced practices which make an organisation stand out from the crowd. We don’t just produce flashy reports but meaningful ways to monitor and regulate their operation and keep everything in check. Efficient and effective, a well tailored dealer management system not only provides our clients with answers to make informed business decisions, they help steer and control their businesses for them. Not only have these changes aided tighter business practices, they have benefited from labour saving operations as well. Most main dealers don’t realise what can be reported or what capabilities their DMS can provide. We take their thoughts or concerns and turn them into something meaningful, and most importantly, beneficial. If users believe “what they never have they never miss” then their business is probably going nowhere.
So how do users know what will benefit them? They don’t always and that’s usually because they have never had the knowledge of where to look, or what to measure. The list of benefits would be too long or too complex to list them all here, but once one benefit is discovered users become surprised at the advantages that have been missed. | |||
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Service & MOT reminder letters Service & MOT reminder conversions New and Used vehicle retention Data feeds to agencies and websites Service or MOT reminder SMS/Text message Lapsed customer mail shots and offers Missing information (service and MOT dates) Missed service and MOT opportunities Monitoring the quality of CRM data Creating and using contact data Creating and handling customer complaints Creating and using customer satisfaction indices Data integrity using mandatory/advisable fields Recall campaigns (data permitting) Customer retention measurements Customer penetration measurement |
Delay Warnings Staff Measuring Staff League Tables Product or Programme Measuring Automatic Assumptive Operations Work Mix Measurement Recovery Rate Measurements Customer Booking Text Reminders Repeat Visit and Comeback Monitor Live Daily Operating Controls (DOC) Parts Credit Note Checker Dealer Group Commonality Monitors Delivery Routes Deposit Control Discount Tables Enforced Supplementary Data Exchange Unit Surcharge Controls Parts First Time Pick Measurement In-house Service Menu-Pricing Manufacturer Recall Checkers Manufacturers Warranty Tools Menu Codes Nominal Table Setups Onsite, Status, & Load Priority Monitors Onsite Jobcard Action Lists Parts and Service Job Management Tools Parts Arrived Notifications Parts Delay Warnings Parts Pre-Picking and Reservations Recording Serial or Registration Numbers Sales Analysis Reports Sales by Product Type Reports Sales Codes and Line Classes Upsale and Associated Sales Daily exports to VHC tools local or web based Warranty Used Parts Controller Creditor transaction reports Aftersales cashing up excel Overdue Aftersales debtors reports Overdue debtors chase letters Service & parts outstanding cash sales Warranty claim status reports Warranty claim number updates Trade partners(TradeClub) verification
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Using Other Elements Making Major Enhancements in Stock Management Live Parts Availability and First Time Measuring Tools Processes to Identify Special Order Parts Which are No Longer Required Tools to Reduce Obsolete Stock Parts Stock Turn Increase Procedures Advance Predictive Stock Analysis Reports Peak Picking Analysis Controls Supercessions and Alternative Controls Group Stock Control Including Supercessions Making All Parts The Same Across A Dealer Group Multi Site Group Exchange Surcharge Controls Ratio parts, Unit packs and Units of Issue Utilising Master Price file Additional Resources Manufacturers Recommended Quantities Parts Requiring Additional Data at Point of Sale Consigned / Impress Stock and its Management Correct bin/aisles page break setup Stock checking parameters and maintenance |
Managing VOR backorder per User Moving Parts From VOR to Stock for Economics Stopping VOR Orders When Stock Due in Reports Recommended Orders per Category Outstanding Suppliers Credit Note Monitors Supplier First Time Availability Reports Checking Group Stocks Before Ordering Stock Early Warnings for VOR Orders when Stock is in the Group Purchase Non Franchised Parts Within a Wip Purchase Order Economics for Groups Uncollected VOR Parts Returns Details VOR Parts Nearing Time Limit Monitors Switching Purchases from VOR to Stock Order |
Dealers loose customers and staff
Frustrations can either be staff related, or more seriously customer related.
Chasing your tail is indicative of a lack of processes, or it’s having procedures which are either over complex, or just plainly not upto the job?
Frustrated customers are probably ones you will never see again, their frustrations are based of what they perceive to be a company that doesn’t care, disorganised, always inconsistent.
Typical frustrations
- Customers dropping off a vehicle for a known operation (a recall for example) and parts have not been arranged/reserved
- Customers having to call you to check on the progress of their vehicle
- Customers arriving at the end of a day to collect their vehicle when it’s not ready
- Customers not being informed that their vehicle is ready
- Workshop overloaded or under loaded on a regular basis
- Customers not being kept informed
- No thought or process given to job distribution or priority by control
- Technicians losing too much time at the parts counter or workshop control
- Special order parts not being collected or customers being notified
- Customers not being informed when special order parts are delayed or not available
- Customers contact details are missing from customer records (eg telephone numbers)
- Vehicle next service or MOT due dates not updated or updated incorrectly
- Manufacturer warranty debits because the failed part(s) are lost and cannot be returned
- Parts never stocking a minimum of items traditionally sold in sets eg: 2 or more, and, always only having one in stock (ie Brake Drums)
- Parts department never appear to have anything in stock and always have to VOR everything
- Parts department always showing stock but nothing physically in it’s location
- Insufficient quantities of stock being ordered, or not being ordered at all
- Managers losing control and perpetually “fire fighting”
- Staff not adhering to company policies
- Service department blaming Parts and vice-versa
Sound familiar?