Autologica carried out a survey regarding service workshop scheduling in which dealers from all over the world participated. We would like to invite you to see our findings together with an analysis that shows the best way to manage service appointments as well as ideas on increasing sales and customer loyalty. Autologica S.A. www.autologica.com / [email protected]/ +54 341 409-3900 / +1 787 966-7243 Frequent problems at vehicle dealerships Workshop Scheduling Published by AUTOLOGICA Dealer Management Systems
Transcript
Autologica carried out a survey regarding service workshop scheduling in which dealers from all over
the world participated. We would like to invite you to see our findings together with an analysis that
shows the best way to manage service appointments as well as ideas on increasing sales and
Is your appointment schedule integrated with your management system?
A Workshop Scheduling System must integrate with the dealer management system. The information exchanged between the system and the Workshop Scheduling System expedites tasks and keeps each Repair Order always synchronized.
The Workshop Scheduling System can take all the relevant data from the dealer management system: work-shops, advisors, technicians, brands, and models. At the same time, it can send information of each appoint-ment, customer, and vehicle to the DMS. The Workshop Scheduling System avoids duplicate customers and vehicles in the system.
AUTOLOGICADealer Management Systems
NO
YES
I DON’T KNOW
90%
8%
2%“Almost 90% of workshops
have to register each appointment by hand in their management system.
Can your customers make appointments on the dealer website?
A Workshop Scheduling System that allows customers to make service appointments via web is another way to increase sales and improve customer satisfaction.
The dealer website attracts new customers that can make service appointments at any time, regardless of whether or not the dealer is open.
Another major advantage is that it minimizes unanswered calls, especially during peak hours.
A form on the dealer website is not a complete solution.
The pace of everyday life leads customers to overlap activities and many times this translates into no-shows or cancellations of service appointments.
In order to make the most of each available timeslot in the workshop, it is very useful to rely on a Workshop Scheduling System that allows customers to easily reschedule their service appointments.
AUTOLOGICADealer Management Systems
NO
YES
93%
7%
Only 7% of workshops allow their customers to reprogram appointments easily or with one click.
Does the Service Department try to minimize no-shows through automatic email and SMS reminders?
A Workshop Scheduling System increases workshop occupancy rate since it features several tools to minimize no-shows and cancellations: automatic reminders via email and SMS, Unconfirmed Appointments reports to call each customer, and Absences reports to call customers and reschedule.
AUTOLOGICADealer Management Systems
NO
YES
I DON’T KNOW
47%
42%
11%Less than half of workshops minimize no-shows with emails and SMS.
How much time do your employees spend on the phone taking service appointments and keeping an organized schedule?
And how much time does each customer spend calling the dealer until someone picks up?
An average adult will spend around 500 days of their lives completing routine formalities: paying taxes, filling out forms, scheduling service appointments for their vehicles…
If you had the opportunity to shorten these times, wouldn’t you say you are earning money?
Workshop Scheduling System
Adventage #1: Satisfied customers
Customers get highly frustrated when they call
the dealership to make an appointment and are
put on hold.
Centralized scheduling software allows
customers to make an appointment at any time
and from any place, with no need to call the
workshop. Moreover, they can also reschedule or
cancel an appointment with just a few clicks,
which minimizes no-shows.
Customers will feel comfortable with the fact that
they can also see the details (and even the price)
of the services the dealer offers.
Advantages of a Workshop Scheduling SystemTime is money
Conclusions AUTOLOGICADealer Management Systems
Adventage #2: More sales
A Workshop Scheduling System helps increase
sales at the Services Department in different
ways:
• Less no-shows due to automatic reminders
via email and SMS
• Ease of rescheduling customers who missed
their appointments
• Customers can make appointments at any
time, even outside dealership business hours
• Less lost sales due to unanswered calls,
especially during peak hours
• Service Advisors are freed from administra-
tive duties and available to offer customers
additional services
Higher workshop occupancy rate
Workshop Scheduling System can offer several
tools to minimize no-shows and cancellations,
such as automatic reminders via email and SMS,
Unconfirmed Appointments reports to call each
customer, and Absences reports to call custom-
ers and reschedule appointments.
Centralized Schedule
All the appointments for each of the dealer’s
workshops are organized in one central sched-
ule regardless of their origin: online, at the
dealer, or by phone. This prevents any appoint-
ment from being overlooked; furthermore, you
can organize a workday with no missed appoint-
ments.
A Workshop Scheduling System must also be
integrated with the dealer’s management system
(DMS). The information exchanged between the
DMS and the schedule expedites tasks and
synchronizes the status of each Repair Order.
A Workshop Scheduling System organizes the
workshop, minimizes dead times, cross-
references information with the dealer manage-
ment system, and above all multiplies sales in
the Service Department.
Adventage #3: Mobile devices
It is estimated that 2.7 billion people – 39% of the
world’s population – will be using the Internet by
How much time do your employees spend on the phone taking service appointments and keeping an organized schedule?
And how much time does each customer spend calling the dealer until someone picks up?
An average adult will spend around 500 days of their lives completing routine formalities: paying taxes, filling out forms, scheduling service appointments for their vehicles…
If you had the opportunity to shorten these times, wouldn’t you say you are earning money?
Workshop Scheduling System
Adventage #1: Satisfied customers
Customers get highly frustrated when they call
the dealership to make an appointment and are
put on hold.
Centralized scheduling software allows
customers to make an appointment at any time
and from any place, with no need to call the
workshop. Moreover, they can also reschedule or
cancel an appointment with just a few clicks,
which minimizes no-shows.
Customers will feel comfortable with the fact that
they can also see the details (and even the price)
of the services the dealer offers.
Time is moneyAUTOLOGICADealer Management Systems
Adventage #2: More sales
A Workshop Scheduling System helps increase
sales at the Services Department in different
ways:
• Less no-shows due to automatic reminders
via email and SMS
• Ease of rescheduling customers who missed
their appointments
• Customers can make appointments at any
time, even outside dealership business hours
• Less lost sales due to unanswered calls,
especially during peak hours
• Service Advisors are freed from administra-
tive duties and available to offer customers
additional services
Higher workshop occupancy rate
Workshop Scheduling System can offer several
tools to minimize no-shows and cancellations,
such as automatic reminders via email and SMS,
Unconfirmed Appointments reports to call each
customer, and Absences reports to call custom-
ers and reschedule appointments.
Centralized Schedule
All the appointments for each of the dealer’s
workshops are organized in one central sched-
ule regardless of their origin: online, at the
dealer, or by phone. This prevents any appoint-
ment from being overlooked; furthermore, you
can organize a workday with no missed appoint-
ments.
A Workshop Scheduling System must also be
integrated with the dealer’s management system
(DMS). The information exchanged between the
DMS and the schedule expedites tasks and
synchronizes the status of each Repair Order.
A Workshop Scheduling System organizes the
workshop, minimizes dead times, cross-
references information with the dealer manage-
ment system, and above all multiplies sales in
the Service Department.
Adventage #3: Mobile devices
It is estimated that 2.7 billion people – 39% of the
world’s population – will be using the Internet by
Advantages of Workshop Scheduling System vs. a web formMany dealers feel they already offer Internet-based service appointment scheduling by offering a form on their
website. However, a Workshop Scheduling System offers much more than a web form. Compare for yourself:
WORKSHOP SCHEDULING SYSTEM ONLINE WEB FORM
New customers, more revenue
With minimal marketing effort, you
can expect to acquire new customers
and achieve a higher workshop
occupancy rate.
A web form is not a premium service that
can help capture new customers.
Reduces no-showsEmail and SMS reminders help customers
remember their appointment.
A web form does not offer tools to
minimize no-shows.
Reschedules no-showsWorkshop Scheduling System offers tools
