© 2009 cisco systems, inc. all rights reserved.cisco confidential cisco sbcs solution for auto...
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© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Cisco SBCS Solution for Auto Repair
Accelerate the productivity of your shop
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 2
Who is Mitchell 1?
Customer base of over 60,000 repair shops using Mitchell 1 solutions
20,000+ using Shop Management Solution
Results
Solutions
A subsidiary of Snap-On Tools – Founded in 1920
The first choice of automotive professionals.
Experience
A leading provider of automotive repair solutions
Shop Management Solutions
Auto-repair Solutions
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 3
Who is Cisco?
Over 18 million IP Phones shipped
Over 95,000 Unified Communications Customers
More than 70% of the Fortune 500 use Cisco Unified Communications
Results
Solutions
Trusted partner in connected health for over 20 years
Worldwide leader in IP Communications
65,000 employees in 170 countries worldwide
Experience
A broad portfolio of integrated voice, data and video solutions designed specifically for small businesses.
Auto-repair accelerator for Mitchell 1
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 4
Cisco Smart Business Communication System
Voice
Mobili
ty
Data
Video
Convenient access to customer information from anywhere in the shop via integrated wireless capabilities
Speak to customers from anywhere in the shop on Cisco wireless phones
Ability to run operations from a remote location via a secure VPN Connection
Video view of mechanic bays for quicker customer
response times
Consolidated display of key Mitchell1 information streamlines workflows and
maximizes work order profitability.
$
101110011
Integrated voice and data solution reduces costs Greater Mobility
Zero % Financing option lowers upfront costs
Reduced Costs
Increased Efficiency
Better Customer Service
Automated display of key customer information when
customer calls the shop
Automated map with customer location
Auto Attendant ensures fewer missed calls
Integrated security to protect business data
With Auto Repair Accelerator for Mitchell 1
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 5
Cisco Accelerator for Mitchell 1
Credit Status
Directions to shop from customer location
Video view of auto bays
Links to Auto Part Suppliers and Extras
Customer service recommendations
Appointment Views
Click to Dial
Record Search
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 6
Cisco Adaptor for Mitchell 1 - Extras
Vendor Search with click to dial
Customer Satisfaction Email Field
Upcoming Appointment Reminder Field with click to dial
Customer Follow-up Field with click to dial
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 7
Benefits: Saves time and enhances customer service
Automated display of customer information
1
Customer places call to repair shop
3
Key customer information is automatically
displayed on the computer
2
Solution matches customer’s phone
number to Mitchell 1 database
408-526-1234
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 8
Benefits: Streamlines workflow and makes staff more productive
Click to Dial
1
Staff locates customer record in consolidated view
3
System automatically dials
out to customer
2
Click on the customer’s phone number within the
record
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 9
Benefits : Expedites Customer Service
Integrated Mapping
1
Customer places call to repair shop
3
Google map is displayed with
customer location
2
408-526-1234
Solution matches Caller ID to customer address in Mitchell1
database
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 10
Benefits: Streamlines operations and provides greater customer responsiveness. No more, “can you hold while I locate the mechanic.”
Video
1
Customer calls for a status on their
repair
3
Staff relays status to customer
2
Your car will be
ready at 1:00pm today
Staff locates mechanic via video camera
and gets status on repair
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential
“I love the time it saves to access customer information. Having all this customer information upfront really let’s me personalize the call, provide quicker answers and kindly remind customers of repairs they have put off in the past which results in more jobs for us!”
Michelle Shop Manager, Larry’s Automotive in San Jose, CA
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential
“It is great to have the option to get away from my four man shop if needed, or work from home and still feel in control and get things done.”
Rawy Owner of Sun Automotive in Phoenix, AZ
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 13
Enhanced service for your customers, greater productivity for your staff and increased profits for your shop.
Value to Your Business
Assume increased shop efficiency:
Two fewer missed calls a day = .5 more customer appointments / day
Assume better customer service leads to greater customer loyalty = 6 additional repeat customers / month
Assume average repair cost – $200
= $38,000 annually to your bottom line
Annual revenue for your shop:
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