Service or Aftersales Manager

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Dealer margins on the sale of each automobile, agricultural equipment, truck, motorcycle or bus keep shrinking, and that's why dealerships are focusing more and more on their aftersales operations to increase contribution to the bottom line.

At the same time, manufacturers are requiring ever-increasing levels of customer satisfaction. Here, the dealer's Service or Aftersales Department is key, due to the many interactions they have with customers.

And the management of warranty claims continues to be as important and complex as ever.
The Service or Aftersales Manager needs a dealer management system that can help them address these issues:


Improved customer satisfaction
  • Checklist and other tools to receive incoming customers in the workshop
  • Effective management of service appointments
  • Online service appointments

 

Increased bottom line
  • How to increase gross profit per RO
  • How to increase hours per RO
  • How to improve parts to labor ratio
  • What is the dealership's absorption rate and how can it be improved
  • How to maximize technician billable hours
  • How to improve the ratio of competitive jobs vs. maintenance jobs

 

Increased efficiency in the Service Department
  • How to measure and improve the effective labor rate
  • Who is consuming labor: customers, warranty, internal
  • How to optimize warranty claim processing

 

Best practices in the Service Department

The Autologica dealer management system offers advanced tools for the Service or Aftersales Manager, such as:

  • Service Advisor performance reports
  • Inspection forms that print out in the service area where technicians are
  • ABC (Pareto) reports to detect trends
  • Service Indicators that guide dealers in their process improvement efforts

 

 

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Customer lifetime value

The term “customer lifetime value” represents the total amount of money a customer will spend throughout their relationship with the dealership. It is estimated to be seven times the price of the vehicle they purchase.

If we can improve our customer retention rate, we increase the chances that the dealership will keep that lifetime value. In addition, studies show that over the course of time customers buy more expensive vehicles, and recommend the dealership to friends and family. A 5% increase in customer retention increases lifetime value by 75%.