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
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
