An Aftersales Manager reveals his service secrets

By June 14, 2017Service Drive

Andrew Christmas, Aftersales Manager at Marshall Volvo, knows just what it’s like to run a busy Service Department. From his highly successful dealership in Cambridge, he oversees the repair of 450 jobs a month (retail, warranty and internal), has 5 Technicians, 1 Apprentice, 2 Service Advisors and a Workshop Controller. That’s a lot of jobs to complete, and a lot of customers to please.

Service success is important

The overall efficiency and productivity of the Service Department are hugely important to Marshall Volvo’s bottom line. Andrew believes that their decision to invest in an electronic Vehicle Health Check (eVHC) system such as Superservice Triage, has completely transformed their Service Department’s productivity in terms of identifying new revenue streams, engaging with customers, closing sales and delivering a better service experience.

“My staff love it” – Andrew Christmas, Aftersales Manager at Marshall Volvo

But Andrew isn’t the only fan of the eVHC process. One of the key reasons why it’s been so successful at Marshall Volvo is that his service team are completely behind it, and appreciate how it makes their job much easier.

Nathan Panting, one of Andrew’s Service Technicians, commented: “You spend a lot more time working on the car and get the job done in a more timely manner.”

Matt Thomson, also a Service Technician, added: “With the digital inspection process in place, we attach a video to every single vehicle that we work on to show customers the condition of their car. I believe this leads to complete trust and respect between service supplier and customer.”

A structured and guided digital inspection

By performing a structured and guided vehicle inspection on every vehicle coming into the workshop, Marshall Volvo has been hugely successful in identifying more work.

“Digital is definitely the way forward,” commented Andrew. “Vehicle information can be stored, shared, monitored and reviewed much more readily – it’s useful, intelligent data tells us a great deal about our service performance, customer experiences and general ability as a department to get the job done.”

Marshall Volvo’s success – guaranteed ROI

Marshall Volvo has (on average) been identifying £430 of potential additional repairs, per vehicle health check. Of this, £185 of work is being sold (on average), per vehicle health check.

“The initial investment we made in the Superservice Triage eVHC system has been received back many times over,” said Andrew. “With a guaranteed ROI within just a few weeks of implementing the system, I think dealerships can expect to see a very healthy return. It’s certainly something that has made my Service Technicians and Service Advisors do their job more efficiently and productively.”

 

Superservice Triage eVHCSuperservice Triage by Infomedia is a real-time, VIN-specific electronic Vehicle Health Check system. It empowers dealerships to increase revenue, improve their Service Department’s productivity and build customer trust.

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