In difficult times like these, the decision to deploy a new software solution is no longer a technical issue but a strategic one.

Today, it is key for dealers to have a DMS that will help them in turbulent situations like the one we are going through, in order to increase sales and improve results.

So it becomes important for dealers to understand and analyze what deploying a DMS truly means: the before and after. 

Before

Deploying a DMS does not only consist of installing computers and loading software. The true aim is for dealership personnel to use their new tool to increase efficiency.

For dealership personnel, a software deployment entails change and, like all change, fear and uncertainty in view of the unknown are a common reaction.

That is why, motivation and preparation of all people involved is vital throughout the whole change process. All staff members should be made to feel that this is an opportunity for improvement. The key to a successful software deployment is commitment, not only from management but also from all personnel.

A new DMS system is also the perfect excuse to finally organize business processes.

A good DMS deployment will include a thorough evaluation of current practices, by a team made up of staff from the dealership and the DMS provider. This is essential for designing a joint project that will reduce any possible friction.

The overall aim is to achieve a balance between the new tools designed to improve business processes, and the existing practices that the joint team decides have been successful so far and can continue to be effective. 

After

Selecting and deploying a DMS is a great step towards professionalizing the dealership, but it’s not enough.

Dealership personnel must be able to leverage the system to its fullest potential. So a good DMS project should consider two key points to help clients:

First, it should provide them with ongoing technical support, after deployment.

There are different types of support, such as telephone, e-mail, chat and support centers, that allow clients to record specific issues and follow up on their status.

Some DMS providers also offer the possibility of remotely controlling a user PC; this means that a DMS advisor can enter actually “see” the user’s computer screen in order to exactly understand the problem, and can then show the user how to solve it.

Second, continuous training has a key role in professionalizing the dealership.

Proper training will allow dealer personnel to optimize the way they work.  According to studies in the U.S., without periodic training, only 30% to 50% of a dealer management system is used, and the true potential of this advanced software tool is thus lost.

A first-rate DMS provider will provide the dealer with continuous training options, such as: 

• Basic training for new employees that need to learn how to use the software in a short period of time. 
• Advanced training for the user to leverage the system to its fullest potential. 
• Specialized training focused on particular topics involving the different areas of the dealership. 
• User Workshops for clients of the same franchise, where they can compare work experiences and create action plans together with the DMS provider. 
• Online training, where users can contact our DMS experts to review and learn about specific topics. This is one-to-one training done via the Internet. 
• Visits to dealerships, where a DMS consultant visits the dealer with a training plan specially designed to cover specific needs. 
• User manuals that cover the most common work processes and, FAQs (frequent asked questions).

Through these training methodologies, the dealer will be able to align its operations with industry best practices, reorganize business processes, make the most of other colleagues’ experiences and continuously improve.