Autologica Workshop Scheduling

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Advantages of a Workshop Scheduling System

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Autologica Workshop Scheduling

  1. 1. 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 / info@autologica.com / +54 341 409-3900 / +1 787 966-7243 Frequent problems at vehicle dealerships Workshop Scheduling Published by AUTOLOGICA Dealer Management Systems
  2. 2. Pg. 2 of 12Autologica S.A. www.autologica.com info@autologica.com +54 341 409-3900 +1 787 966-7243 Survey results Where do you register workshop appointments? 70% of workshops register appointments on paper or Excel spreadsheets. Workshops that use paper or Excel spreadsheets risk overlapping appointments, forget- ting to register them, and other similar mistakes. A handwritten schedule wastes technicians’ available time and does nothing to increase workshop sales. AUTOLOGICA Dealer Management Systems EXCEL SPREADSHEET OR SIMILAR PAPER DEALER MANAGEMENT SYSTEM APPOINTMENT SCHEDULING SOFTWARE 32% 37% 11% 16% 19% OTHER 5%
  3. 3. Pg. 3 of 12Autologica S.A. www.autologica.com info@autologica.com +54 341 409-3900 +1 787 966-7243 Survey results 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. AUTOLOGICA Dealer 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.
  4. 4. Pg. 4 of 12Autologica S.A. www.autologica.com info@autologica.com +54 341 409-3900 +1 787 966-7243 Survey results 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. AUTOLOGICA Dealer Management Systems NO YES, THROUGH A FORM YES, THROUGH AN ONLINE APPOINTMENT SYSTEM 63% 32% 5%
  5. 5. Pg. 5 of 12Autologica S.A. www.autologica.com info@autologica.com +54 341 409-3900 +1 787 966-7243 Survey results Can your system reschedule appointments? 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. AUTOLOGICA Dealer Management Systems NO YES 93% 7% Only 7% of workshops allow their customers to reprogram appointments easily or with one click.
  6. 6. Pg. 6 of 12Autologica S.A. www.autologica.com info@autologica.com +54 341 409-3900 +1 787 966-7243 Survey results 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. AUTOLOGICA Dealer Management Systems NO YES I DON’T KNOW 47% 42% 11% Less than half of workshops minimize no-shows with emails and SMS.
  7. 7. Pg. 7 de 10Autologica S.A. www.autologica.com info@autologica.com +54 341 409-3900 +1 787 966-7243 Pg. 7 of 12Autologica S.A. www.autologica.com info@autologica.com +54 341 409-3900 +1 787 966-7243 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 System Time is money Conclusions AUTOLOGICA Dealer Management Systems
  8. 8. Pg. 8 of 12Autologica S.A. www.autologica.com info@autologica.com +54 341 409-3900 +1 787 966-7243 Time is money AUTOLOGICA Dealer 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 the end of 2013. Customers are used to buying products and completing formalities on their computer or cellphone, in real time, at any time, and without phone wait. With a Workshop Scheduling System customers can make service appointments on the dealer’s website from their computer, smartphone (iPhone, Android, Windows Phone, etc.), or tablet (iPad, Galaxy, etc.). At the same time, every employee will be able to access the online schedule to register the appointments that are made by phone or in-store.
  9. 9. Pg. 8 de 9Autologica S.A. www.autologica.com info@autologica.com +54 341 409-3900 +1 787 966-7243 AUTOLOGICA Dealer Management Systems Pg. 9 of 12Autologica S.A. www.autologica.com info@autologica.com +54 341 409-3900 +1 787 966-7243 Advantages of Workshop Scheduling System vs. a web form Many 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-shows Email and SMS reminders help customers remember their appointment. A web form does not offer tools to minimize no-shows. Reschedules no-shows Workshop Scheduling System offers tools to simplify rescheduling of customers who missed their appointment. A web form does not offer any tools to regain missed customer appointments. Promotions and discounts You can automatically include special promotions, discounts, and other marketing messages in email and SMS confirmations and reminders. A web form does not offer marketing tools.
  10. 10. Pg. 8 de 9Autologica S.A. www.autologica.com info@autologica.com +54 341 409-3900 +1 787 966-7243 AUTOLOGICA Dealer Management Systems Pg. 10 of 12Autologica S.A. www.autologica.com info@autologica.com +54 341 409-3900 +1 787 966-7243 Advantages of Appoint365 over a web form WORKSHOP SCHEDULING SYSTEM ONLINE WEB FORM Generates trust Customers know at once that their appointment request was received by the dealership Service Department; in addition they receive email and/or SMS confirmations. Customers don't know what happens to their appointment request. In many cases they'll end up calling the dealership, which defeats the purpose of the web form. Real-time workshop scheduling Customers see workshop availability and can make reservations in real-time. They also receive immediate confirmations and vehicle-ready alerts, through email and text messages. Web form appointment requests require multiple back and forth e-mail and phone calls between the dealer and the customer. There is always a risk of not responding to customers. Shows services offered Customers can see all possible services for their specific vehicle, and even pricing if the dealership wishes. Customers can't tell what services you offer, nor can they choose a specific service. Intelligent timeslot management Some services take longer than others. Customers will see exactly what timeslots are available based on the duration of the services they request. A web form does not allow intelligent or any kind of management of service appointments.
  11. 11. Pg. 8 de 9Autologica S.A. www.autologica.com info@autologica.com +54 341 409-3900 +1 787 966-7243 AUTOLOGICA Dealer Management Systems Pg. 11 of 12Autologica S.A. www.autologica.com info@autologica.com +54 341 409-3900 +1 787 966-7243 Advantages of Appoint365 over a web form WORKSHOP SCHEDULING SYSTEM ONLINE WEB FORM Frees up Service Advisors A Workshop Scheduling System frees up Service Advisors from administrative tasks related to daily scheduling, so they can spend more time with customers. A web form can mean more work for Service Advisors: they must respond to emails, make phone calls, and manually enter appointments into your manage- ment system. Integrates with your DMS A Workshop Scheduling System pulls customer and vehicle information from the DMS (dealer management system). Appointments are added automatically into the DMS. Dealership staff must add appointments manually into the DMS.
  12. 12. More information on Autologica www.autologica.com AUTOLOGICA Dealer Management Systems We would like to invite you to see Autologica Workshop Scheduling System here http://www.turnos365.com/index.html

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