Chorley Group has seen a 15% increase in technician productivity over the last year after installing a new digital aftersales software package.
The RTC Automotive Solutions software helped the five-site group to go paperless and covers real-time online booking, arrival and handover, workshop job management, inspection, check-out and contract and reporting.
The rollout was supported by a full training programme for management, front-of-house staff, call centre and technicians, administered by RTC.
Pauline Turner, Chorley Group managing director, said: “Every job is 100% traceable and nothing is ever missed.
“With the ability to pre-allocate jobs, we can open the workshop outside normal service hours, without a manager present, and every member of the team is able to operate at full productivity.”
Turner said the RTC system has helped generate incoming workshop business through automated customer reminders that send out an SMS or email when a service or MoT is due.
She said: “Customers can then book their annual service and MoT online, through our website, which links directly to our available hours, with a choice of pre-loaded while you wait times, courtesy car or collect and deliver service.”
Turner said this means the business can manage its staffing levels more intelligently according to how much work is booked in as well as arranging marketing
campaigns to maximise any spare time.
Turner said service bays have been fully booked since dealerships reopened after the lockdown.
The group has seen record year-on-year aftersales results since reopening.
She added: “Our locations have been redesigned to make them Covid-secure, making customers comfortable enough to return.
“The lack of paperwork has also made a strong contribution, with RTC’s online booking platform giving customers confidence and flexibility.
“When booking a service appointment, the software gives the customer the choice to arrange collection from and delivery to their home address, to book a loan car, or to have a while-you-wait appointment.
“The entire process is paperless and seamless. We arrange a safe key handover, sanitise the car and keys when the service is complete, and return the car – job done.”