Why do I need Superservice Menus™?
To increase customer service retention, to have an expert system for precision service quoting, and to sell more service uniformly and easily. Its stories give prospects a sense of certainty and control while giving the service advisor an air of confidence. Altogether, it’s a formula for service sales success and better Fixed Ops financial control.
Why is it better than other menu products or those we get with our DMS?
Infomedia takes service menu quoting very seriously. Superservice Menus (SSM) is a flagship product created by a dedicated team of service experts. It empowers dealership personnel with Precision QuotingSM to quote consistently and well. It not only deals with the technicalities of the repair, but also the buying psychology of the prospect. SSM is designed to win the confidence and patronage of your service prospects by creating an experience of certainty and trust.
SSM is not an ‘All Makes’ menu package. It is a highly specific system that focuses on the depth and quality of a dealership’s ability to serve and retain customers for their core OE franchises. It creates and maintains VIN specific service and repair menus so you can quote and sell service repair operations in seconds. Each service menu is updated automatically when parts, parts pricing, service times or sundry charges change. Compared to other menu products, SSM is remarkable value for money.
Is Superservice Menus better than menus I build myself?
Creating and maintaining your own menus takes a lot of time and bother. Maintaining VIN specific repair operations is not economically sustainable for individual dealers when time, resource and technology constraints are taken into account. With SSM you get a precision quoting system that is always up-to-date and online, for a fraction of the cost of doing the work yourself. SSM frees up your team’s valuable time to serve people, not computers.
Is the parts information current, accurate and OE genuine?
Absolutely. SSM licenses and uses genuine up-to-date OE parts and service data. That data is then richly compiled into VIN-model specific menus by Infomedia’s specially trained service analysts. The result is a set of accurately created and maintained OE menus. All operations are created based on VIN specific attributes that allow Precision Quoting results every time. The service maintenance schedules from the OE are strictly followed. The repair information and replacement parts are carefully researched using official Repair Manuals and Parts Catalogues. For every operation, the labour, parts, fluids and shop supplies are pre-interpreted. Parts and VIN data are updated routinely in line with the OE publication schedule.
How does it build trust with customers?
People are generally uncomfortable in situations they are unfamiliar with, they feel unequal or out of control in, and that deal with money. When that happens, some overcompensate for such feelings by being difficult. Others just cut and run. Such interactions can be in-person, on the telephone or via email. They are amplified when the person has a previous experience where service promises were broken – expected repairs weren’t successful, prices where misquoted – all generate mistrust.
SSM not only deals with the calculation of a winning quote, but it deals with the psychology of the prospect to increase their likelihood of accepting it. This psychology is based on using information and perception to give the prospect a feeling of being in control of their service quote experience. Using SSM, the service advisor steps through a process designed to create trust by using very accurate information to make up the quote, and transparently sharing that with them. The service advisor’s own confidence, which results from using the system, contributes to the prospect’s sense of trust. Finally, when the vehicle is repaired as promised and as quoted, the trust is affirmed and sets a new benchmark for the next time they return to the dealership.
Do I really need a professional quote – what’s wrong with a hand written one?
Yes, and everything! SSM is more than a prospect winning and customer satisfying quote generator. It also contributes to productivity, profitability and risk reduction of your whole Fixed Ops division. Speaking to the non-sales benefits, it reduces the need for a parts rep to identify the parts required for an RO. It provides accurate information to the service advisor, leaving the parts rep to work on other business. Inventory and handling costs are better controlled as the exact parts are match by SSM to the service or repair operation. The speed of response to your service prospects’ enquiries is increased manyfold, contributing to customer satisfaction performance objectives. Precision Quoting assures that inputs to the quotes are not missed, which might cause the dealership to lose on a job. It also assures that a quote isn’t over-padded, ‘just in case’, causing the dealership to lose the job itself. It eliminates keyboard errors as the quote can be transferred directly to the DMS to open an RO for an accepted quote.
SSM smooths out the skill level curve of newer service advisors, by supporting more technical/mechanical staff to successfully perform the financial task of quoting and the sales task of prospect closing. SSM easily integrates into dealership process control policy, providing more certainty for management that customers will be served in a consistent and best-in-class manner.
