After reviewing millions of work orders over the last several years, there is no doubt the impact the key bottlenecks have had on cycle times and, ultimately, customer satisfaction. Over the last 12 months, if there was a warranty claim, the average cycle times increased by almost 2 weeks to 45 days (13 days more than the average RECT) and, if there was an out-of-stock part, the repair times increased by more than a month to 69 days (37 days more than the average RECT). Comparatively, if all parts were in stock and the work was customer pay, the average cycle times for the last 12 months was 19 days (11 days less than the average RECT). Repair event cycle times will continue to be a focal point to improving customer satisfaction for the foreseeable future. Dealers that put an emphasis on improving their RECT by reducing these key bottlenecks (out-of-stock part and warranty claims) will be ahead of their competition. Not only in customer satisfaction, but improved profitability with more units through the shop each month.”
DON MILLER Senior Data Consultant at Constellation Dealer Group
SERVICE TEAM MOBILITY Mobile technology has been on the rise for the last few years. Most dealers know the value of using a DMS with mobile capabilities. At IDS, it took us a decade to reach 11,000 DMS users—but only five years to reach 7000 mobile users. But over the last year, with service teams stretched thin, many dealers have had to adapt the way their team works to keep productivity up, which would not have been possible without mobile technology. It’s become more important for parts employees to be away from the counter. Where previously, Service Advisors and parts team members would be stuck at their desks, now they can use mobile DMS apps to move freely around the floor along with the Service Technicians.
Apps like ServiceMobile can have a big impact on workflow by letting Service Advisors and Technicians take photos, update Work Orders, and manage warranty claims on the floor.
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