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PATH | WD

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PATH | WD is software built for window and door people by window and door people

An all-in-one solution to manage your entire dealership

Published in: Software
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PATH | WD

  1. 1. the all too often ignored needs of Window and Door Dealerships
  2. 2. Window and Door Dealerships have always had a great need for helpful resources
  3. 3. It is an industry saturated with competition
  4. 4. and Dealers are squeezed in the middle
  5. 5. customer manufacturer D E A L E R and Dealers are squeezed in the middle
  6. 6. After a 20 year struggle
  7. 7. After a 20 year struggle Hundreds of thousands spent
  8. 8. After a 20 year struggle Hundreds of thousands spent And many failed attempts at using systems in our own dealerships
  9. 9. After a 20 year struggle Hundreds of thousands spent And many failed attempts at using systems in our own dealerships We decided…
  10. 10. The only way you can help solve the problems of an industry,
  11. 11. The only way you can help solve the problems of an industry, is by knowing specifically what they are
  12. 12. So instead of looking outside for an answer
  13. 13. We partnered with dealers all over the nation to develop a solution inside of dealerships
  14. 14. And after a decade of their feedback
  15. 15. And after a decade of their feedback Here are the problems we found every one of them face:
  16. 16. “Dealerships are complex machines” 1.
  17. 17. There are MULTIPLE jobs going on at once
  18. 18. moving through MULTIPLE stages There are MULTIPLE jobs going on at once
  19. 19. moving through MULTIPLE stages with MULTIPLE people working on them There are MULTIPLE jobs going on at once
  20. 20. …and all that work has to be done as EFFICIENTLY as possible
  21. 21. If that isn’t enough to juggle,
  22. 22. just ONE incorrect or missed piece of information can cost…
  23. 23. THOUSAND$’ in mistakes.
  24. 24. Success is not about your product,
  25. 25. Success is not about your product, it’s about your PROCESS.
  26. 26. Success is not about your product, it’s about your PROCESS. find out what we built to help
  27. 27. 2.
  28. 28. redundant entries = WASTED AND
  29. 29. lost information = CUSTOMER FRUSTRATION
  30. 30. multiple people + multiple locations of information = MULTIPLE MISTAKES
  31. 31. WHY IS THIS SO IMPORTANT?... Microsoft’s State of Global Customer Service Report asked 5,000 people,
  32. 32. “What is the most important aspect of a good customer service experience?”
  33. 33. getting my issue resolved in a SINGLE interaction (no matter the length of time) “What is the most important aspect of a good customer service experience?” 36%
  34. 34. a KNOWLEDGEABLE customer service representative to help me “What is the most important aspect of a good customer service experience?” 39%
  35. 35. “Do you have higher expectations for customer service today than you had one year ago?” AND THE TIMES, THEY ARE-A-CHANGING
  36. 36. YES “Do you have higher expectations for customer service today than you had one year ago?” 59% AND THE TIMES, THEY ARE-A-CHANGING
  37. 37. The reality is your customers expect…
  38. 38. quick, informed, and accurate answers
  39. 39. quick, informed, and accurate answers
  40. 40. quick, informed, and accurate answers
  41. 41. and if you can’t provide that... quick, informed, and accurate answers
  42. 42. They will take their project to a different dealership.
  43. 43. Scattered Information Most dealerships are unable to efficiently resolve customer issues due to:
  44. 44. Scattered Information Answers Stuck in Folders Most dealerships are unable to efficiently resolve customer issues due to:
  45. 45. Scattered Information Answers Stuck in Folders Located 6+ Clicks Away Most dealerships are unable to efficiently resolve customer issues due to:
  46. 46. “mistakes WERE made”
  47. 47. “mistakes WERE made” “I hear that you’re angry. I don’t know where your file is, who ordered the wrong windows, why they were delivered late and also the wrong size, when we will fix the problem, and if it was our fault or not, but I assure you, we have our best guys on it “
  48. 48. Know the W’s of your Customers’ details instantly Who’s Where’s Why’s When’s
  49. 49. Know the W’s of your Customers’ details instantly In One Click
  50. 50. Know the W’s of your Customers’ details instantly In One Click Click clickity-clack on “in one click” to find out how
  51. 51. “It’s hard work to get new customers3.
  52. 52. “It’s hard work to get new customers it’s even harder work to keep them” 3.
  53. 53. Every dealership knows referrals and return customers are vital to success
  54. 54. and when you don’t service the ones you have well
  55. 55. and when you don’t service the ones you have well you lose all that business.
  56. 56. Yet, resources and attention remain focused on sales
  57. 57. and developing an outstanding service department
  58. 58. and developing an outstanding service department is put on the back burner
  59. 59. A lot of promises are made:
  60. 60. A lot of promises are made: “We take pride in taking care of your needs from the beginning of your window and door project through its lifetime”
  61. 61. But are not always kept:
  62. 62. But are not always kept: “It took them 5 days to schedule my window repair, 3 weeks to get out here, and when they arrived they didn’t have the right parts and had to RESCHEDULE!”
  63. 63. Even when the problem is entirely a manufacturer error
  64. 64. your door is the one knocked Mr. Dealer
  65. 65. your door is the one knocked when something goes wrong Mr. Dealer
  66. 66. and your company is the one
  67. 67. and your company is the one that gets the negative review. “Mr. Dealer’s Custom Window and Doors” “Mr. Manufacturer”
  68. 68. We know you care about your Customers’ Satisfaction
  69. 69. But many dealerships can’t afford the attention, time, and staff it would require to thoroughly manage:
  70. 70. INSPECTIONS
  71. 71. INSPECTIONS LOCATING ORIGINAL ORDERS
  72. 72. INSPECTIONS LOCATING ORIGINAL ORDERS ORDERING NEW PARTS
  73. 73. INSPECTIONS LOCATING ORIGINAL ORDERS ORDERING NEW PARTS WARRANTY SEARCH
  74. 74. INSPECTIONS LOCATING ORIGINAL ORDERS ORDERING NEW PARTS WARRANTY SEARCH SCHEDULING SERVICE
  75. 75. INSPECTIONS LOCATING ORIGINAL ORDERS ORDERING NEW PARTS WARRANTY SEARCH SCHEDULING SERVICE TRACKING REIMBURSEMENTS
  76. 76. and with all these complications, services get lost.
  77. 77. unfortunately, so do your customers.
  78. 78. We can help change that.
  79. 79. Staff turnover in small business =4.
  80. 80. Staff turnover in small business = BIG problems 4.
  81. 81. Having a constantly underperforming employee is a challenge
  82. 82. But when an employee leaves, their knowledge and experience leave with them.
  83. 83. 2x Losing an employee is estimated to cost up to twice their annual salary
  84. 84. Lost ProductivityThis is due to:
  85. 85. This is due to: Customer Service and Errors
  86. 86. This is due to: Training Cost
  87. 87. Employee turnover happens.
  88. 88. Employee turnover happens. Be prepared for when it does.
  89. 89. Make sure the staff’s knowledge, communications, and history of work
  90. 90. are fully secure, organized, and accessible.
  91. 91. Use a documented, straightforward, user-friendly workflow.
  92. 92. So wherever a job is left off,
  93. 93. So wherever a job is left off, a new or current employee can pick it right up.
  94. 94. Greatly diminish the cost of turnover. Click on the bus to see how.
  95. 95. “We don’t use reports,5.
  96. 96. GOBBLE DEGOOK “We don’t use reports, because what’s reported isn’t useful” 5.
  97. 97. Most dealerships have data stored in separate areas
  98. 98. Which makes it difficult to examine the real-time performance of your business.
  99. 99. Accounting provides profit and loss reports
  100. 100. But doesn’t provide what the reasons are for profit
  101. 101. or where the unseen causes of loss are.
  102. 102. Without insight, hidden issues
  103. 103. Without insight, hidden issues hold significant problems.
  104. 104. Reports are a powerful tool that can reveal
  105. 105. Reports are a powerful tool that can reveal what is helping you succeed
  106. 106. and how you can improve on what is not.
  107. 107. Most reports fail to matter because they are not: Accurate Applicable Automatic
  108. 108. So we decided to change that with custom reporting, using your data.
  109. 109. Whatever you need to see Whenever you schedule to see it i.e.
  110. 110. Sales for the previous week Monday 8 am For example:
  111. 111. Services older than 30 days Tuesday 1 pm
  112. 112. Jobs in warehouse older than 2 weeks Wednesday 10 am
  113. 113. How many error jobs last month, sorted by salesperson 1st of Every Month
  114. 114. When you are focused on managing your company
  115. 115. You need useful interruptions that expose what areas need your attention the most.
  116. 116. Click the bulb to shed light on your company’s operations.
  117. 117. “I’ve got to hand it to you guys, this system is just so impressive.You guys obviously know what you’re doing. I never imagined it could be so tailored to all the specific things we have to get done. It covers everything!” -VP of a W&D dealership in NY
  118. 118. With a community built of dealers, the broader the conversation:
  119. 119. With a community built of dealers, the broader the conversation: the better the system becomes.
  120. 120. PATH | WD is the only system that was built to adjust as the industry changes
  121. 121. Learn how ONE custom built tool can transform
  122. 122. the ENTIRE performance of your dealership
  123. 123. the ENTIRE performance of your dealership.com

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