“With Superservice Triage we’ve managed to lift our conversion rate up and over 55%. This has helped us with an increase in parts and labour sales to an additional $185 per RO.”
– James Cook – Service Manager, Melbourne City Hyundai
Service Department Challenges
- Technician downtime at the back counter and service reception desk
- Difficulty for Service Advisors to communicate repair recommendations in a way that’s transparent and easy to understand for the customer
- Customer push back impacting on sales conversion – through lack of trust, transparency and understanding of repair recommendations
- No automatic capture of declined work or easy follow-up process
- No way to track where the RO is in the service process
- Miscommunication and process inefficiency due to illegible handwriting and misplaced paper inspections
Solution: Superservice Triage eVHC
Results from Superservice Triage
- Sales conversion rate lifted to above 55%
- Increase in parts and labour sales to an additional $185 per Repair Order
- Technicians identifying more work with a guided step-by-step digital process
- Reduced technicians walking and downtime at the parts and service counter
- Complete transparency with customers by attaching photo & video evidence of repair recommendations to emailed vehicle inspection reports
- Structured follow-up process with access to previous inspection reports and visual evidence
- Quicker customer work authorisation via internet-enabled mobile devices
- Improved performance reporting
- Better communication between parts and service
- Increased tyre sales
- Technicians enjoy using system
