Thursday November 26, 2009 - 8:11 am
Published By: The Formula Publications Team
Monitoring service department revenues is always easier said than
done. There are plenty of key performance indicators for the service
department, but building them into the DMS is a chore for most
dealership staffers. Now, software developer the Reynolds and Reynolds
Company announced July 8 that it has done the work for them with the
addition of its General Manager Exception Reporting tool to complement
its ERA dealership management system.
“This tool enables
dealership management to monitor a number of critical business
exceptions in their operations,” said Alain Sabbah, V-P sales for
Reynolds and Reynolds Canada. “ERA General Manager Exception Reporting
helps dealership decision makers save time sifting through and
analyzing data about their business so they can move swiftly to resolve
potential business problems and plug profit leaks.”
Sabbah went on to say that the reports are available daily and can be tailored to meet the needs of individual dealerships.
Shawn Corley, product planning fixed operations for Reynolds, told
Canadian AutoWorld that the tool offered reports that show the number
of repair orders written, the number of upsells and write-offs, labour
dollars per repair order, gross profit percentages and many more.
“You
can establish what you want to see on the report and what the operating
ranges are going to be,” Corley explained. “It allows the general
manager or the service manager to see what’s going on profit wise with
one easy-to-read report.”
He pointed out that the dealer or
service manager can follow the life of each and every repair order
written daily from the price quoted at service advisor’s desk to the
time the customer drives off and find out what the customer paid and
why.
“If the service manager wants to maintain 70 percent gross on labour, it shows the orders that haven’t met that.”
The tool allows management to measure the performance of each service advisor by the upsells on each work order.
General
Manager Exception Reporting offers different types of reports, one
contains more performance-oriented information of interest to the GM or
service manager while the summary one contains “high-level” profit
information for the dealer, he said.
Sabbah says the tool takes the guesswork and subjectivity out of performance monitoring.
“If
you know that the average upsell generates $100 extra per work order
and you want it to be $150, you can find out which service advisor is
meeting the standard and which aren’t. These reports highlight the
problems and Reynolds and Reynolds Canada has the trainers to help
dealership staff meet those standards.”
General Manager Exception
Reporting is for dealers using the ERA dealer management system and is
also available for other departments in the dealership.
For more information, contact your local Reynolds and Reynolds Canada account manager.
