New Jersey Ford and Nissan Dealership Boosts Service Profitability with World Class Inspection Program

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Route 23 Automall is the largest wholesale and parts dealer in the North East and one of the highest volume Ford and Nissan dealers in the New York region. On average the group services 2,200 vehicles per month. With such a high volume, a more efficient inspection model was needed. The dealership wanted to better track the entire process, improve customer interaction and further increase service and parts profitability. The dealership came across MPi's EDGE and within weeks of installation and implementation of the World Class Inspection Process, the dealership showed a substantial increase in profitability of $43 per RO.

It's very easy for our technicians to use and as a result we now do more vehicle reports. It's just a matter of clicking a series of boxes on the laptop, writing recommendations and submitting electronically to the Service Advisor. It's a great time saver and so much more efficient

Route 23 Automall is the largest wholesale and parts dealer in the North East and one of the highest volume Ford and Nissan dealers in the New York region. On average the group services 2,200 vehicles per month. With such a high volume, a more efficient inspection model was needed. The dealership wanted to better track the entire process, improve customer interaction and further increase service and parts profitability. The dealership came across MPi's EDGE and within weeks of installation and implementation of the World Class Inspection Process, the dealership showed a substantial increase in profitability of $43 per RO.

According to Mark Mickens, Vice President of Operations at Route 23 Automall, Ford and Nissan both had a good inspection program but the paper-based process was inefficient and difficult to track. "MPI's EDGE automates the entire factory inspection process and gives us the ability to track what we are doing, right at our fingertips. I can click on the reporting field and watch an RO live from start to finish," Mickens commented. "It's very easy for our technicians to use and as a result we now do more vehicle reports. It's just a matter of clicking a series of boxes on the laptop, writing recommendations and submitting electronically to the Service Advisor. It's a great time saver and so much more efficient," Mickens added.

The EDGE system is a propriety inspection software solution that delivers a World Class inspection process for the service advisor and technician; along with a professional one-of-a-kind customer inspection report take away that details what was performed, the results of the inspection and price estimate in an easy to read document called the Know Your Vehicle Reportâ„¢.

EDGE integrates with Route23 Automall's dealership management system (DMS). It efficiently pulls the vehicle RO information into EDGE and quickly provides precise vehicle inspections based on the OEM recommendations and dealership offerings.

The system operates in the service department from an installed network server that transmits the EDGE information to the Service Advisors and Technicians on their local computers. EDGE replaces the inefficient paper process the dealership had in place with a sophisticated electronic system. Route 23 Automall invested in 16 laptops for their 23 technicians, to make it easier for them to implement the more efficient inspection process without having to leave the vehicle.

"Our techs were already doing a pretty good inspection. However, the biggest difference with EDGE is that the application is more technician-friendly and techs are more apt to use it on a larger scale. We are now doing a greater number of inspections and conducting a more thorough inspection," Mickens said.

The dealership emails the report to its customers which cuts down the time it takes to get the customer on the phone and tell them what work needs to be done. It also results in customers coming back within thirty-days for declined work. The first follow up is within 48 hours to ensure the customer has the estimate and then 4-6 weeks after the service appointment the dealership follows up with a post card and email.

"One of biggest changes has been the way we communicate with our customers. They love the new customer take-away report. It is very self-explanatory in layman's terms, which is good for both the customer and the service advisor. The visual presentation to the customer is second to none and results in many customers returning for work that was originally declined. Overall it allows us to sell more work, more efficiently," Mickens stated.

http://www.mpifix.com

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SARA CALLAHAN
MPi
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