Superservice Success Story: Melbourne City Hyundai

By May 6, 2016 February 6th, 2017 Service Drive

“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

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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