Straightforward processes and easy-to-access aftersales systems enable the delivery of exceptional customer service demanded by today’s consumer.
Nick Horton reveal details to delegates at Automotive Management Live when he delivers the eDynamix best practice seminar.
Automotive Management Live is the new one-day expo where dealers and manufacturers can meet a host of suppliers in the industry, find out about the latest products and services on the market, attend best practice seminars and hear about the latest developments in F&I from experts in the sector.
Free to attend for dealers and manufacturers with pre-registration, Automotive Management Live takes place at the Arena MK on November 16.
“Good processes drive optimal performance,” said Horton, managing director of Profit Box, the training partner for the web-based solutions provider’s eDynamix providing guidance on achieving the best from aftersales departments.
“Service advisors will usually have anything from three to six different systems and applications open in order to undertake their daily tasks such as checking online bookings, obtaining service plan information and emailing video footage to customers from the workshop as part of the eVHC.
“It makes working life overly complex especially if these systems are not integrated yet we are operating in a world where the consumer expects you to have all their information at your fingertips.
“As well as having to navigate between systems to provide the service level customers expect and even exceed expectations, the more applications a service advisor is using, the higher chance of process breakdown which can result in a lower level of service being provided.”
In this session, Horton will explore the various aspects of aftersales which enable the department to deliver the best service to their customers and the impact that efficient processes have on the perception of the business.
He said: “It can even be off-putting for staff who need to use so many systems as well as difficult to cross reference information for management reports.
“Being able to integrate various applications such as service plan management, online service booking, the eVHC, customer surveys and even posting reviews direct onto Google and other sites means many different elements of a customer’s aftersales experience is kept in one place making it straightforward to call up information as well as only having to input details once.
“The industry is talking about the connected car, but we think connecting the dealership with the customer is even more important.
“The days when retailers operated in silos - of information, systems, departments and even a dealership within the group, are well and truly over.
“Dealerships and dealer groups need to be able to draw on one large pool of information where systems are integrated and details are shared if they are to deliver the first class service consumers expect.”
Connect is a suite of aftersales systems from eDynamix contained in one place and 600 dealerships utilise its applications with more than half operating the full suite.