Superservice Success Story : Clintons Toyota

By October 19, 2015 April 27th, 2017 Service Drive

Dealership Overview: Clintons Toyota – Narellan, NSW

  • Number of Repair Orders per day: 40
  • Number of Service Bays: 8
  • Number of Technicians: 10
  • Number of Service Advisors: 3

clintons-toyota

Challenges:

  • Inherent limitations of a paper-based inspection process – difficult to track job status and measure
  • Reducing human error
  • Increasing sales conversion
  • Increasing staff efficiency through the reduction of staff discussions and walking
  • Consistent inspection process for each technician and customer
  • Identifying areas for improvement

Solution: Superservice Triage electronic Vehicle Health Check (eVHC)

Results:

  • Achieved an additional $73 dollars per RO
  • Sales conversion rate improved to 50%
  • Technician efficiency increased by 27%
  • Increased customer trust of repair recommendations through transparency – photo/video evidence of vehicle damage
  • Improved staff consistency and accountability in inspection processes
  • Improved communications flow between parts team and technicians – less walking around and unproductive discussions for technicians
  • Real-time job tracking reduces staff need to walk the floor
  • Real-time KPIs and reporting pinpoint areas for improvement

Dealership Feedback:

“Using Superservice Triage we can see our sales conversion rate at 50% and it’s helped us to achieve an additional $73 per RO.”
– Michael Stringfellow, Service Manager

“I was sitting at 110% before Triage and about a month after using Triage I’ve raised up to 140%.”
– Michael Vanaquoy, Master Technician