November 3, 2017
In
All News, Case studies
Express Service retains more customers and increases profits
What was the Problem?
- The dealer (part of a group) was losing customers to independent garages and discounting work to fill its workshop
- Although this filled the workshop profitability was affected and the booking lead time was often variable – which dissatisfied regular customers
- Due to historical issues, the technician base cost was high
- Sold-outcomes from health-checks were variable, work was not found early enough in the day to sell it, or, if the workshop was full, no sale was attempted
- There were major parking problems on site – especially so when the workshop was full
Countermeasures:
- Involved 2 technicians in developing an Express Service in 30 mins plus service wash to return car in 1 hour
- Improved planning, parking and reception processes
- Service work efficiencies of 175% to 255% – Average 220%
- Improved Right First Time on Time = reduced dissatisfaction
- Better customer engagement at reception = better upsell
- Capacity to deliver more complicated jobs with same resource
- Reduction in parking problem
First stage improvement opportunity £120,000. Next stage in progress
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