Of the bevy of software options debuting at the show, inspection-company MPI showed off a number of new digital products including its innovative Know Your Vehicle report program aimed at driving service sales.
The comprehensive software runs in conjunction with some of the other inspection processes, the dealer’s DMS and the technician’s inspection findings to create a customer service report MPI calls the “ultimate selling tool and customer take-away.”
“This is a huge amount of information that is of huge value to both the customer and the dealer,” explained an energetic John Bottone, market area manager for Eastern Canada. “This is essentially like a geneology of your service history.”
After an inspection that includes taking photos of potential and current problems with an iPhone, the EDGE system generates the report with actual photos of the customer’s car compared to stock photos of the same part in pristine condition.
The full-colour report can be printed and given to the service customer with recommendations and descriptions of issues they can take home.
“With service departments averaging over 30 per cent of the upsells from return visits within 30 days, this report in an excellent retention tool,” he said.
There is even a digital version called Know Your Vehicle.Com being piloted in dealerships right now that will see every customer get a report in the form of their own webpage and name in the URL. Once on the site, the customer will see a stock photo of their make and model with windows divided up by interior, exterior, under the hood and under the car.
Small icons will denote if the inspection yielded anything that was cautioned and will let the user click to see the problem. It will also show if service has been previously declined and what the current recommendations are.
Service advisors don’t have to create the reports or populate them with the images. That is all automatic, Bottone said.
The customer can navigate the site and determine exactly what service has been suggested and can plan ahead.
There is even a video function where stock clips are used to explain technical aspects of the service. So far there 215 videos in the library.
“They are 30 to 45-second clips that are short and to the point so the average individual who is not tech smart will understand and feel comfortable and confident that they can understand what is wrong with the car,” said Susan Lovett, senior director of marketing communications.
“We want people to understand that we are not just an electronic inspection company,” Bottone summed up. “We are about the process and we are giving you an actionable control over what is going on in your service department.”
Look for the Canadian version of Know Your Vehicle to roll out fully by the second quarter.