CAR-Research XRM Adds Service Drive Control Manager to CRM; Help Auto Dealers Increase Vehicle Service Business and Profitability
December 13, 2010
Houston, Texas – CAR-Research XRM, a single-source CRM solution uniquely branded as “XRM, Exceeding CRM,” today announced the launch of Service Drive Control Manager. The new CRM module provides all of the tools necessary to effectively manage a profitable service department. It is built right into the CAR-Research CRM solution. Dealers using the new suite of tools are inspecting more vehicles, talking to customers more frequently and keeping them better informed about vehicle service, resulting in elevated CSI scores and increased profitability. Technicians are finding more maintenance and repair work that needs to be performed and service departments are up-selling it. Dealers using Service Drive Control Manager are enjoying increases in Customer Pay RO average of as much as $80 per ticket.
According to Bruce Glascock, general manager/owner of Spring Chrysler Jeep Dodge, while his dealership was already doing well in service, Service Drive Control Manager has helped him create a much better process for selling service and servicing his customers; resulting in substantial increases in Parts and Labor sales. “With Service Drive Control we have been able to capture missed opportunities; inspect a lot more cars, talk to our customers more often, and ask for their business more consistently and effectively. Our customer pay average has increased by over $80 per RO. Being able to see the opportunities we were missing, while the vehicles are still here, has really made the difference. Our premium service penetration, (brakes, batteries, flushes, major services etc.) was at eight percent, now we are always over 20 percent. While we used to sell 15-20 alignments per month, we have sold as many as 164, and are consistently over 100 per month. Our tire sales have also improved, making us the largest tire retailer in Chrysler’s Southwest Region.”
Service Drive Control Manager provides the service department with an online scheduling tool and a dynamic route sheet that automatically displays key information related to repair orders in service. The information helps advisors track customers and their repair order progress as it updates key indicator status through the repair process. This information allows managers and advisors to monitor key indicator alerts that assist in improving repair order performance and CSI.
“When a customer pulls into the service drive, it is vital to take full advantage of this opportunity,” commented Kurt Kubicki, VP of Marketing for CAR-Research XRM. “Once a vehicle is being serviced, does the dealership track multi-point inspections and identify up-sell opportunities? Can it identify and track recommended and declined services? Can it manage customer promise times to ensure customers have a positive experience and become repeat customers? With CAR-Research XRM’s Service Drive Control Manager, we provide the tools to perform these tasks and much more. Service Drive Control Manager equips the service department with all of the necessary tools for effective Fixed Operation management and profitability.”
CAR-Research has developed a proven singular solution that helps an auto dealership run more effectively and proficiently. It is a web-based, comprehensive CRM solution that helps increase revenue from sales and service, improve customer satisfaction index (CSI) and service satisfaction index (SSI), and boost the dealership’s gross profit. A dealership can consolidate all its departments into a manageable solution that delivers value through proven processes at every stage of the customer life cycle. For more information contact Kurt Kubicki at 888-583-0956, KKubicki@CAR-Research.com, or visit www.CARResearchXRM.com.
About CAR-Research XRM
Now in its 16th year, CAR-Research XRM has paved the way for better customer relationships with its use of market research to capture unsold retail customers. Utilizing its signature "third party inquiry" interview process, the company provides real-time information to dealership management on potential sales they would normally lose. CAR-Research XRM is currently doing business in thirty-one states, Canada and Puerto Rico. From its headquarters in Houston, Texas, the company maintains its high-touch approach, providing daily training, monthly performance reviews, and on site account management, ranging from single-point stores to large dealer groups. Additional information is available at www.CARResearchXRM.com.