Customer satisfaction and dealership success are tied directly to timely action in the service department. Whether through prompt communication or eliminating bottlenecks, you must work to maximize efficiency in every function. Finding effective ways to speed up turnaround time remains a major pain point for dealers, but there are numerous strategies to help you improve your service.
Make this the year you find what works for you—identify your specific needs and evaluate methods to improve operational efficiency throughout your service department. You can start by familiarizing yourself with the following proven strategies:
PREPARATION
Streamline Workflows
Efficient workflows are essential for every successful dealership operation. Without workflows, you will end up with frustrated employees and dissatisfied customers. By streamlining processes, you will drive continued growth for your business, shorten repair event cycle times (RECT) and meet customer needs faster.
Strategy: Implement a Service Scheduler. Use a digital scheduling tool to efficiently allocate technicians and minimize downtime.
Results: Technicians will not wait as long for job assignments and can complete customer repairs quicker. With an effective digital scheduling system, customers and technicians can receive prompt notices regarding new service appointments, cancellations or changes.
Strategy: Prioritize Jobs. Categorize repairs by urgency and complexity
to address high-priority tasks first.
Results: Technicians will have clear expectations and responsibilities. They will understand which projects to focus on to meet deadlines. With stronger organization, your dealership will improve service turnaround time and keep customers happy.
Improve Parts Management
Effectively managing parts is vital for improving RECT. Having an organized parts department reduces bottlenecks, helping service technicians finish customer requests faster.
Strategy: Keep Common Parts
in Stock. Identify frequently used parts you should always have on hand and optimize your dealer management system (DMS) to
keep these parts in stock.
Results: By analyzing your parts
use and keeping common repair parts in stock, you will reduce the time waiting for items to be shipped and delivered and avoid costly last-minute, special orders.
Strategy: Leverage Vendor Relationships. Build strong relationships with suppliers to expedite part orders for specialized repairs. Choose responsive suppliers who communicate your orders’ status. Prioritize vendors integrated with your DMS.
Results: Establishing the right supplier relationships keeps you on top of special orders and maintains visibility on incoming parts.
PRODUCTIVITY
Optimize Technician Productivity
Your service department’s success depends greatly on technician productivity. Digital tools are among the most effective ways to help your technicians complete service jobs more quickly, but adopting additional ways to drive efficiency remains important.
Strategy: Specialize Technician Roles. Assign technicians based on their strengths and expertise (for example, HVAC repairs done by an air conditioning expert, electrical repairs performed
by a former electrician, etc.).
Results: Your dealership will notice a significant rise in employee productivity and retention. Having specialized technician roles enables your service team to work knowledgeably, thoroughly and confidently. By allocating service techs to repairs they are proficient in, you will reduce employee turnover by preventing technicians from feeling unqualified. Technicians will engage in tasks they are expertly trained for and enjoy, the best-case scenario.
TECHNOLOGY
Enhance Communication
Effective internal and external communication is essential for workplace success. For example,
if a member of your team or customer is unaware of a scheduling change, the miscommunication will cause headaches, stress and inefficiency. You must deliver updates promptly and efficiently.
Strategy: Automate Messages. Use automated text or email notifications to inform consumers about repair status, delays or approvals.
Results: Leveraging automation will minimize delivery time and ensure all consumers and employees receive the necessary updates. In addition, you
will not have to spend time manually crafting and sending each notification.
Strategy: Enable Technician Notes in Your DMS. Implement a DMS with the ability to add technicians’ real-time notes and photos. Seek
a DMS’ mobile app with the feature
so technicians can use all of a tablet or smartphone’s tools.
Results: By taking advantage of your DMS’ note-taking features, you can reduce the back-and-forth between technicians and advisors, maximize efficiency and complete tasks from anywhere.
Leverage Digital Tools
Technology has tremendous benefits for dealership operations. As more RV dealers adopt these tools, you want to stay ahead of the curve. Digital tools provide greater insight, robust data analytics and simplified processes. Employees gain opportunities to focus on larger initiatives to improve efficiency.
Strategy: Implement Digital Service Management Systems. Track work orders, technician efficiency, parts inventory and more using a DMS
or advanced repair software.
Results: By capitalizing on digital tools, your dealership can free up productivity for important responsibilities instead of exhausting energy and effort on tedious, manual tasks. With performance tracking access, you can identify where to improve.
Strategy: Use Tablets. Equip technicians with tablets to access repair manuals, customer history and real-time updates.
Results: With the ability to operate whenever and wherever, you will increase your dealership’s productivity and profitability. Consumers will not be waiting and you will close more deals faster.
PROCESS IMPROVEMENT
Optimize Customer Drop-Off and Pickup
Strategy: Offer Pre-Check-In. Enable customers to submit issues and schedules online before arriving.
Results: By streamlining the drop-off process, you can minimize wait time and deliver a personalized, convenient customer experience. Advisors will be informed of important details so they can prepare.
Strategy: Create Express Service Options to Increase Service Volume. For simple repairs such
as tire checks, offer a dedicated express lane with minimal turnaround time.
Results: By dedicating resources to regular, quick-service jobs, your dealership can handle more appointments in less time. With designated technicians for simpler tasks, other technicians continue working on more in-depth repairs.
Measure and Improve
For continued business growth, you must have access to data that reveals where your business can improve.
Strategy: Track Key Metrics. Monitor KPIs such as average repair time, technician efficiency and turnaround times.
Results: Tracking key performance metrics pinpoints improvement areas. You will gain greater insight into areas where you business is succeeding and challenged. You can set attainable goals based on real data and measure whether you hit performance benchmarks.
Strategy: Conduct Process Reviews. Regularly analyze bottlenecks in service operations and address gaps.
Results: By taking a step back to evaluate and review current company processes, you can identify any inefficiencies.
TRAINING
Invest in Training
Whether your team members have significant tenure or are relatively new, employee training is crucial. Your staff must be equipped to use every tool confidently to carry out their responsibilities.
Strategy: Provide Ongoing Technical Training. Keep technicians updated on new RV systems, tools and repair techniques.
Results: When technicians are informed and educated, they can perform more efficiently and accurately. In addition, consumers will appreciate their expertise and trust them to complete repairs effectively.
Maximizing efficiency throughout your service department is the only surefire way to improve your RECT scores and maintain customer satisfaction. The good news is there are numerous methods to drive operational improvement. By familiarizing yourself with these strategies, you can determine the best place to star for your dealership.
Chris Dominis has over 20 years of experience in software and support within the RV and automotive industries. In his current role, Dominis collaborates closely with Motility’s largest dealers, helping them maximize the capabilities of Motility’s Infinity DMS and MotilityAnywhere DMS.
