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Month: Jan 2020

“Why so much paper?” – Running the paperless dealership

Eliminating the need to produce, scan, destroy, archive and recover hundreds of documents every day, is a huge opportunity to streamline processes and boost the availability, accuracy and security of information, as well as save the environment…and save money. So why are dealerships still filled with the sound of rustling paper?

Let’s look at the scale of the issue and the reasons why a dealership should address it with urgency. Firstly, by vastly eliminating paper in just one dealership – through digitising processes such as invoicing, test drive documentation, deal files and job cards – a dealer can expect to save around R 3.7 million over five or six years. That’s over R600,000 per year saved on toner, paper, on and off-site storage, shredding and secure disposal.

Now let’s look at the impact on processes, efficiencies and customer experience. To save money and protect the environment, this first requires a workflow of paperless processes to be embedded throughout the business. Pinewood DMS, from Pinewood Technologies, offers a solution for this.

For example, in the purchase ledger, dealers can scan, authorise, code, match and attach supplier invoices to postings in Pinewood DMS, flagging them for electronic authorisation. This eliminates relying on printed documentation reaching the correct person for authorisation, to be filed or scanned into the DMS, reducing paper consumption and administration.

In the workshop, technicians can use the Tech+ app to conduct a VHC entirely on their mobile device, use digital job cards, and capture a picture of any paper documents, which they can upload straight to the DMS.

Similarly, aftersales staff can benefit from Pinewood’s Host+ app, which is closely aligned with Tech+, to facilitate communication between service advisors and technicians. When the customer arrives at the dealership, a service advisor can approve the job, confirm the vehicle mileage, check the work requirements and amend the pickup time from their handheld device. Following this, they can record an arrival video with the customer, highlighting damage or areas requiring attention – along with capturing an e-signature for the work, which syncs to the customer record. Technicians can view these details in Tech+ as they complete the full VHC.

Outside of the workshop, Host+ also supports sales staff to provide a seamless experience from the first moment of interaction, through to the completion of a sale. Capturing an e-signature for test drive declarations is fast and easy, customers can sign on a tablet device, again saving it to the CRM record.

“This allows dealers to fully focus on their customers,” explains Neville Briggs, Managing Director. “Gone is the impracticality and hassle of dealing with a mountain of paperwork. A fully digital approach brings much more than just environmental benefits for dealerships.”

Stocktakes are also simplified and paperless. Dealers can use the Stock+ app to scan VINs using the camera on their mobile device, to log vehicle locations instead of using a tick sheet. They can also capture a picture of any paper documents, saving them directly to the stock card or CRM record, to remove the need for manual filing.

Pinewood will continue to focus on eliminating paper for their tens of thousands of users, increasing dealer profitability and helping to protect the environment.

Pinewood DMS Mobile Apps

Supercharge aftersales profits with Pinewood DMS

As new vehicle sales decline, there is increasing urgency for dealers to find alternative revenue sources, with many looking to their aftersales departments. Despite the increasing prevalence of electric vehicles and the reliability of modern cars – reducing billable workshop hours – Pinewood Technologies believe there are still plenty of opportunities to profit.

“We are learning from markets that are more advanced in terms of their adoption of electric vehicles. From our experience in these markets, such as the Nordics, we’ve observed that dealers capture more of the work that a traditional UK dealership might not pursue as actively. For example – tyres, smart repairs and even glass repairs,” explains Managing Director, Neville Briggs.

To capture every opportunity, Pinewood DMS encourages dealers to strike while the iron is hot, when customers are more likely to authorise identified work. “The best time to upsell is when the car is in the workshop, not when the customer has gone home and has the opportunity to shop around, or faces the prospect of having to revisit the dealership, which isn’t efficient for anyone,” says Briggs. “Our most successful and profitable customers are already aware of this”.

Pinewood DMS offers a built-in vehicle checking process to build trust with customers, who are more likely to authorise further work and therefore generate more revenue. To provide transparency, dealers can send a booking confirmation to the customer, with a video link explaining the arrival and check-in process. Service advisors can be pre-allocated to an appointment, so they are ready to greet the customer and begin the VHC process.

Pinewood’s app for sales and service, Host+, allows the filming of an arrival video from the convenience of a mobile device. Doing this with the customer present provides more credibility than if the dealer were to contact the customer later in the day and gives them more time to consider proceeding with the additional work. However, when upselling, dealers must have clear pricing and the stock required. Features such as menu pricing, inbuilt tyre catalogues, recommended ordering (based on previous ­supply trends) and automatic re-ordering of parts, address these challenges.

VHC video is a major highlight of Pinewood’s technician app, Tech+. Technicians can capture and send clips of damage to customers straight from the ramp, with a link to instantly authorise or reject the work. This has proven to significantly impact conversion rates and aftersales profits.

The past year has seen the release of brand new versions of all three of Pinewood’s aftersales apps; Tech+, Parts+ and Host+, for technicians, parts advisors and service/salespeople respectively. These bring a range of new capabilities, such as digitally signing documents to reduce paperwork, issuing parts on the move and barcode scanning.

Pinewood DMS Tech+ App

Pinewood DMS Parts+ App

Pinewood DMS Host+ App

New Host+ app will help dealers deliver the ultimate sales and service experience

Pinewood Technologies has launched the latest update for their popular showroom app, Host+, with a new look-and-feel and a number of brand new features to enhance the sales and service experience in dealerships running Pinewood DMS.

Firstly, dealers will notice a refreshed stock search in Host+, giving salespeople immediate access to additional vehicle details and documents, including the full image and video gallery for all stock vehicles. Salespeople can display any relevant vehicles to customers directly from their tablet, reducing the time customers are kept waiting in-store.

“It’s key for dealers to continually make improvements to their processes. The decision to buy a car is influenced by a combination of many factors – retail is detail,” explains Neville Briggs, Managing Director at Pinewood Technologies. “If you’re not meeting customer needs – and doing so quickly – customers will research alternatives online while you make them wait. So the offline sales journey must be seamless and provide a better experience than the customer can attain online or elsewhere. Host+ gives you the tools to manage this.”

Salespeople can instantly upload and view documents against a customer record, initiate a test drive and digitally sign the declaration, uploading this directly to the CRM record.

“By streamlining the processes that take place with the customer present, dealers are more likely to make a better impression. E-signatures for test drives and job cards are a great time-saver, removing the need for paperwork and unnecessary scanning”, says Briggs.

The app now features a bespoke ‘desired vehicle’ configurator, prompting salespeople to gain more detailed customer preferences. Salespeople can then identify relevant vehicles that match these, increasing the chance of making a sale.

The new Host+ app also allows salespeople to action individual and shared appointments on-the-go, ensuring all customers are followed-up as soon as possible to drive lead conversion.

The new and improved Host+ update is available for Pinewood DMS users to download on iOS, Android or Windows tablets.

Pinewood DMS App Suite

What to look for when choosing mobile devices for your dealership

New Position Available: Application Support Consultant

Job Title:
Application Support Consultant

Department:
Support Team 

Reporting to:
Support Manager 

Location:
Cape Town, Woodstock

Overview:
As an Application Support Consultant, you will be supporting our Dealer Management Software to our automotive dealership customers. The helpdesk provides a single point of contact to customers and partners for service requests, product usage assistance and software support. This is a career opportunity, not just a job. Please note that this is not a network/hardware or infrastructure support role. 

Job Role: 

Support consultant duties/tasks of which would include but not be limited to: 

  • Answering incoming calls from Pinewood DMS users 
  • Dealing with incoming e-mails 
  • Ensuring existing open tickets are kept up to date 
  • Coaching our customers through their various queries. 
  • Gain a thorough understanding of how Pinewood DMS operates in the module of specialisation. 
  • Gain a thorough understanding of how our helpdesk system, Autotask, operates. 
  • Deliver a high level of professional support to our Pinewood DMS users 
  • Identify and communicate any issues to the respective person responsible 
  • Escalating timeously and with the relevant information 
  • Dealing with the occasional technical query 

Inherent Requirements of the Job:

  • Tertiary education and/ or Motor Industry experience 
  • Keen interest in problem-solving 
  • Punctual 
  • Desire and enthusiasm to become a key team member 
  • Proficient in MS Office – with good skills in MS Excel 
  • Good organizational skills 
  • Ability to work within a high pressurised environment 
  • Excellent communication skills (both verbal and written) 

Applications: 

  • Applications may be sent directly to recruitment with “Support Consultant” placed in the Subject line. 
  • Applications must be by way of Curriculum Vitae, which must not be longer than 3 pages, with a brief covering letter. 
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