Process optimisation to improve work turnover
Extended service intervals and reduced service times are good news for customers but provide a challenge to dealer profitability especially as a greater emphasis is placed on customer satisfaction. Dealers have to work harder and more efficiently to maintain sold hours whilst delivering great customer service.
Pinnacle Workshop Management offers a highly flexible and efficient workshop administration, able to manage multi-brand departments with consistently high levels of workflow and customer satisfaction.
Controlling booking, receipts, progressing, invoicing and time management, Workshop Management provides multiple manufacturer interfaces within a single workshop department. The integration into manufacturer systems allows users to process manufacturer specific menu pricing, recall campaigns, warranty processes and daily activity reporting without re-keying information – effectively streamlining administrative processes.
Pinnacle enables your business to take control of service scheduling by proactively initiating contact with your customers to make the most of every opportunity, catering for both fixed and variable service schedules. The customer contact plan allows you to prioritise your opportunities and determine the appropriate type of contact, email, SMS, letter or telephone.
Daily processes enable you to manage after sales contacts for service, MOT expiry, warranty expiry, outstanding work or any other date related expiry. These may be augmented with targeted campaigns created for specific propositions to certain groups of customers. After sales contact success is measured together with declines for analysis.
Comprehensive diary management is essential to maintain optimum efficiency and productivity. As service schedules have changed so too have the requirements of customers, service departments will often need to manage loan cars, collection and deliveries, while you wait appointments, service team and advisor appointments in addition to the regular workshop technician availability. SMS and email booking confirmations together with previous day reminders reduces customer no shows. Internal preparation is managed within the same diary allowing the best possible management of resources.
Job Control & Invoicing
Up to the minute customer account status information is displayed upon booking, receipt and invoicing. Individual operations are held for separate labour analysis and job allocation and both customer requirements and related labour operations are recorded. Full Workshop Management time allocation, analysis and re-allocation can be broken down by individual technician sign-on.
Time worked by technicians is recorded against the jobs and/or operations using a simple click and go screen in the workshop and can be changed to accounts as cost of sale on each workshop invoice. Technician time analysis is then automatically calculated using either automatic or manual allocation of invoiced hours. Efficiency and productivity reports by technician and department are available. Real time job status is maintained for customer enquiries with the option of automatic generation of “vehicle ready” SMS notifications.
Extensive integration with manufacturer systems provides significant benefits to the dealership and customer. Menu pricing provides all inclusive pricing and when integrated with Pinnacle the availability of parts and labour can be determined together with the price that can reflect any special customer discounts or labour rate. Bookings made with menu pricing will provide the parts department with and electronic notification so that parts may be pre-picked, reserved or ordered.
TIS and recall integration ensures that no opportunity is missed and when used at the point of booking any outstanding operations can be identified so that the necessary work can be carried out in one visit. Vehicles equipped with “intelligent keys” can have the details uploaded at the service reception to automatically update the Pinnacle system.
Warranty claim completion and submission ensures claims are submitted on time with the minimum of administration, when linked with warranty claim payment processing further administration efficiency and accuracy is realised.