HOUSTON – CAR-Research XRM, a CRM solution provider, has added the Service Drive Control Manager module to its CRM. The new module helps technicians identify maintenance and repair work that needs to be performed.
Dealers using Service Drive Control Manager have seen an average increase of up to $80 per ticket on customer pay repair orders.
According to Bruce Glascock, general manager/owner of Spring Chrysler Jeep Dodge, his dealership was already doing well in service, but Service Drive Control Manager helped him create a better process for selling service and servicing his customers, resulting in substantial increases in parts and labor sales.
“With Service Drive Control we have been able to capture missed opportunities, inspect a lot more cars, talk to our customers more often, and ask for their business more consistently and effectively. Our customer pay average has increased by over $80 per RO. Being able to see the opportunities we were missing, while the vehicles are still here, has really made the difference,” said Glascock. “Our premium service penetration, (brakes, batteries, flushes, major services, etc.) was at 8 percent, now we are always over 20 percent. While we used to sell 15 to 20 alignments per month, we have sold as many as 164, and are consistently over 100 per month. Our tire sales have also improved, making us the largest tire retailer in Chrysler’s southwest region.”
The Service Drive Control Manager module is built right into the CAR-Research CRM solution. The module provides the service department with an online scheduling tool and a dynamic route sheet that automatically displays key information related to repair orders in service. The information helps advisors track customers and their repair order progress as it updates key indicator status through the repair process. This information allows managers and advisors to monitor key indicator alerts that assist in improving repair order performance and CSI.
“When a customer pulls into the service drive, it is vital to take full advantage of this opportunity,” commented Kurt Kubicki, vice president of marketing for CAR-Research XRM. “Once a vehicle is being serviced, does the dealership track multi-point inspections and identify up-sell opportunities? Can it identify and track recommended and declined services? Can it manage customer promise times to ensure customers have a positive experience and become repeat customers? ... Service Drive Control Manager equips the service department with all of the necessary tools for effective Fixed Operation management and profitability.”