technologies that help dealers increase service revenue

Autologica conducted a survey with dealers from around the world, inquiring on issues related to the use of

software technology in the Service Department. We invite you to see the results together with an analysis of

how these tools can help the dealership increase both aftersales revenue and customer loyalty.

Autologica S.A. www.autologica.com / [email protected] / +54 341 409-3900 / +1 787 966-7243

Frequent problems at vehicle dealerships

Technologies that help dealers increase service revenue

Published by

AUTOLOGICADealer Management Systems

Pg. 2 of 9Autologica S.A. www.autologica.com [email protected] +54 341 409-3900 +1 787 966-7243

After Sales Survey Results

Are you aware of the main tasks performed at your workshop?

Only half of surveyed dealers know the most frequent tasks performed at the workshop.

To become a competitive workshop in the vast After Sales market, and to increase productivity and

profitability, it is useful to know the services that attract customers to our workshop.

The flip side of the coin is also vital: What are the least performed services? By knowing this, we can

analyze the reasons and build an appropriate marketing strategy.


YES

ALMOST ALWAYS

NO

ALMOST NEVER

53%

27%

7%

13%



Do you take workshop capacity into account when scheduling appointments?

Scheduling appointments without taking into account workshop capacity and mechanic availability can gener-

ate a lack of organization which can lead to unnecessary delays (and irritated customers) on one hand, and a

lower occupancy rate on the other.

A software-based scheduling tool, designed to coordinate workshop availability and scheduled appoint-

ments, can increase sales by minimizing no-shows. Once this software is implemented, workshop capacity is

automatically taken into account when scheduling appointments.


YES

NO

79%

21%



Do you know how many of each technician’s hours are productive?

It is very difficult to control the hours of each mechanic at the workshop, especially because of the large

number of tasks they perform in addition to specifically working on vehicles.

But without this control, there is no way of knowing the actual productivity and efficiency of each technician or

of the workshop as a whole.

There are modern technologies that can help the Workshop Manager control the productivity and efficiency of

his team and, as a consequence, of the workshop. The Job Clock Touchscreen is a clear example: it allows

each technician to quickly register each task they perform using a touchscreen; these tasks are automatically

registered in the dealer management system. This allows the Workshop Manager to supervise each techni-

cian in real time, and easily measure efficiency and productivity.


YES

NO

79%

21%


Generally, Service Advisors do not take advantage of the many opportunities they have each day to offer extra

services.

The solution to these missed opportunities is simple: the dealer should implement a formal process through

which the Service Advisor performs a walk-around with the customer, examining the vehicle together, and offer-

ing additional services as they encounter needs.

There are tools that can help implement this process, such as a tablet-based checklist, which allows the Service

Advisor to go through standardized steps with the customer during vehicle check-in. As part of this checklist,

the dealer can establish a section that reminds the Service Advisor to look for visible or hidden needs and offer

the appropriate additional services.


During vehicle check-in, does the

Service Advisor suggest other

services to the customer in

addition to what they came in for?


ALWAYS

SOMETIMES

NEVER 8%

77%

15%



Can you easily access the repair history of each vehicle?

While it is necessary to organize the tasks at the Workshop, it is also necessary to keep a complete repair

history for each vehicle.

Current marketing strategy focuses less on selling the vehicle and more on taking advantage of the rela-

tionship over time with each customer. A long-term profitable relationship between the customer and the

dealership should be established. For this to happen, we need to know each customer as well as possible

and take into account their vehicle repair history, so that our offers can be adapted to their needs.

It is advisable to have an integrated CRM tool which easily allows you to see all the information about each

customer. This can help you detect new businesses opportunities during each contact.


NO

YES

I DON´T KNOW

63%

32%

5%

Pg. 7 de 10Autologica S.A. www.autologica.com [email protected] +54 341 409-3900 +1 787 966-7243 Pg. 7 of 9Autologica S.A. www.autologica.com [email protected] +54 341 409-3900 +1 787 966-7243

Aftersales at the Dealership

The Aftersales Department can boost sales:

the result of area organization and customer

loyalty is more sales and more buyers.

Smart technologies application can provide

efficiency and cost reduction, besides being

a means to achieve customer loyalty in the

long term.

Market studies carried out by specialists such

as IDC Manufacturing Insights indicate that

70% of manufacturers already focus on

Aftersales Service by investing in smart

technologies. These technologies can:

• Generate customer and vehicle reports

• Organize workshop schedule

• Systematize technicians’ tasks

• Improve service appointments manage-

ment

• Reduce absences

According to IDC, for the next 3 years manu-

facturers are planning on using aftersales

service as a competitive differentiating factor.

Their objective is to expand business through

the innovation of product services and

added-value services for existing products.

The aftersales stage prepares and even

secures future sales, and consolidates

current ones as well. The more organized,

occupied, and controlled the workshop is, the

more will it increase revenue. Specially

designed software tools can bolster these

efforts.

Technologies that help dealerships to make aftersales business


"Smart technologies application can provide efficiency and cost reduction, besides being a means to achieve customer loyalty in the long term."

- IDC Manufacturing Insights

The first sale is made by the Sales Department. The second one is

on the Aftersales Department.


Three helpful technologiesAUTOLOGICADealer Management Systems

TOUCHSCREEN AT THE WORKSHOP

A Touchscreen Job Clock in the workshop helps technicians quickly register each task they perform, whether it is a job on a vehicle or a supplementary task, or even a break. The Service Manager uses this information to measure productivity and efficiency in the workshop.

SERVICE SCHEDULING

A centralized service appointment schedule is essential to reduce costs based on absences reduction. The main advantage of this technology is the possibility of integrating appointments made over the Internet, by phone, and at the dealership. Thus, this smart tool makes it easier for customers to book an appointment at any time and on any device. The system allows customers to reschedule missed appointments and sends appointment reminders to each customer via email or SMS, which reduces absences percentage.

CRM

Nowadays, a CRM is a key tool to monitor the Aftersales service, assure excellence and discover possible sales. This system shows all the information on customer-level sales. According to the product, service plans can be designed, which will contact the customer right after the sale to offer them specific services based on the acquired product.

Aftersales is one of the most important infor-mation sources of the company, since it provides not only a market in-depth analysis, but also a set of data about the company. The information must be reliable, clear, and instantly delivered when needed. Through a CRM, you can measure the services performed during the period after the sale, obtain market in-depth analysis, and detect new business opportunities.


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www.autologica.com

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technologies that help dealers increase service revenue

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