Rochester Toyota Enjoys Unprecedented Service Department Profitability, Beats Down Economy with Integrated Premier Automotive Customer Solutions (IPACS)

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In an effort to update technology, improve profitability and efficiency in the service department, Rochester Toyota in Rochester, N.H., transformed vehicle scheduling from a manual paper log to a fully integrated computerized scheduling and menu selling process through the implementation of iPACS - Integrated Premier Automotive Customer Solutions. The result: iPACS was installed in March and despite a declining economy March, April, May and June produced the highest service gross profit numbers the dealership has ever seen, on average about a 30 percent increase across the board.

The integration of the suite of solutions is a game changer. Before iPACS, there was no way to do a good menu presentation when on the phone with the customer. Now it is a completely automated process both when scheduling on the phone, or when the customer books online. iPACS is truly our virtual service department assistant

In an effort to update technology, improve profitability and efficiency in the service department, Rochester Toyota in Rochester, N.H., transformed vehicle scheduling from a manual paper log to a fully integrated computerized scheduling and menu selling process through the implementation of iPACS - Integrated Premier Automotive Customer Solutions.

The result: iPACS was installed in March and despite a declining economy March, April, May and June produced the highest service gross profit numbers the dealership has ever seen, on average about a 30 percent increase across the board.

"We went live in early March and have rapidly seen increases in service profitability that the dealership has not seen in some 20 years of doing business. It frees up the advisors to spend more time building relationships with customers, and allows us to be a lot more competitive as we can closely monitor what comes in and more consistently quote prices," Said Patrick Obed, Service Director at Rochester Toyota.

iPACS (http://www.myipacs.com) integrates the best web-based service menu with the best online dealership service scheduling solution and provides dealerships with an optional Backstop service to catch overflow service calls and other phone solutions.

The integration of these solutions provides dealers with the most cost-effective way to take control of the service drive, properly schedule appointments, use menu selling, improve CSI and increase dollars per repair order. iPACS increases revenue while reducing the work load of the service department.

Rochester Toyota has been serving the local community since 1972 and is very competitive, one of the top performing Toyota dealers in its region. However, it had been lagging behind in the use of technology in the service department, using a manual paper log to schedule appointments. This was growing increasingly difficult to manage when servicing an average of 1,100-1,200 vehicles a month.

Appointment scheduling is now fully computerized with a completely integrated system that includes an automated service menu feature. It has allowed the dealership to bring on a third advisor to help schedule and work with the customers, as the system has such a strong potential to build more appointments and service business.

According to Obed, iPACS enables him to load the shop to full capacity and also helps sell more service, "The computer calculates how many hours are being scheduled for each service. You can't do that manually. Before it was just based on we have 30 customers scheduled and so shut off the day. It could have been 30 oil changes or 30 engine overhauls. Now we can manage the time per technician with what is coming in. The integrated menus are also a fabulous feature. iPACS is very simple to use and ensures a complete consistency of selling. When we logon to schedule the appointment, it automatically tells us what service is recommended by the manufacturer, and provides additional options to help upsell the customer."

Repetition also helps. If service is declined at the time of scheduling, the system will remind the service advisor to again ask the customer about the declined service when the customer arrives for the appointment, further helping to sell that service.

Obed has also integrated the IPACS solution into newly overhauled dealership website by allowing customers to conveniently schedule their appointments online. iPACS online scheduling tools include a fully integrated service menu feature that will inform the customer of the manufacturer recommended maintenance and also offer upsell options to the customer while online scheduling the appointment.

"The integration of the suite of solutions is a game changer. Before iPACS, there was no way to do a good menu presentation when on the phone with the customer. Now it is a completely automated process both when scheduling on the phone, or when the customer books online. iPACS is truly our virtual service department assistant," Obed stated.

For more information:

For documents visit: http://www.MyiPACS.com
For video visit: http://www.youtube.com/watch?v=-io5Hkv8ero and http://www.the-sterling-group.com/TimeHighway/ipacsdemo.htm

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SARA CALLAHAN
iPACS
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