The foundations of Superservice Menu™
Superservice Menus™ commenced 21 years ago when Infomedia began providing OE dealers with the innovative Microcat® Parts Selling System. Microcat transformed parts departments around the world. It created new efficiencies and selling opportunities as it transferred interpretation knowledge and hard copy catalogues into a unique computerised system of parts selling – the electronic parts catalogue (EPC). Microcat took the lead increasing the amount of information and complexity of interpretations used, in order to make the system increasingly more simple to use and more powerful.
As a result of regular visits to parts departments, Infomedia’s developers had contact with service departments. Through those visits they learned of the struggle dealerships faced in keeping service customers after the warranty expired. The effects of these losses were immediately felt by the service and parts department, and had further detrimental impact to the new vehicle showroom traffic and ultimately new vehicle sales.
After witnessing this problem for some time, Infomedia’s product engineers engaged to answer the question – can a computer program help improve declining service customer retention rates in the years following a vehicle purchase?
Following extensive consultation with dealers and OEs, the engineers’ theorised the cause of customer desertion was that customers did not have a sense of trust around service pricing. Customers did not fully trust the price being quoted, did not understand how the figure was arrived at, and were fearful that when they picked up their vehicle after the service, the bill would be more than quoted.
With little more than that theory, the Infomedia product designers and software engineers set out in 2002 to create an automated process that “created trust”. They defined a three part formula to do this:
Being Accurate + Creating Certainty and Confidence = Trust
...and more sales. The result of their efforts is Superservice Menus, a unique Precision Pricing system that creates Accuracy, Certainty and Trust around service transaction quoting.
With thousands of users in over 25 countries, Superservice Menus is a powerful technology innovation from a proven industry supplier. It is increasing customer service retention by transforming the customer service quote experience. It is increasing service revenue. And, it is increasing personnel efficiency.
