Auto/Mate Announces Integration With Xtime ServiceCRM, Enhancing Fixed Ops/Mate for Auto Dealers
ALBANY, N.Y. – May 14th, 2013 – Auto/Mate Dealership Systems (http://www.automate.com) announcedtoday that its AMPS Dealership Management System (DMS) is fully integrated with Xtime ServiceCRM, the leading cloud-based customer retention management (CRM) and scheduling platform for the automotive service industry. Dealers using AMPS can now take advantage of seamless, bi-directional data exchange with Xtime Service CRM to improve customer relationships in their service departments.
“Dealers have come to rely on their fixed ops departments for a significant portion of revenue, and making the service experience pleasant for customers is increasingly important to stay competitive,” said Mike Esposito, President and CEO of Auto/Mate Dealership Systems. “The integration benefits all of our customers who are currently using or would like to use Xtime.”
“Consumer expectations of what a dealership service experience should be have really grown in the past few years,” said Neal East, CEO of Xtime. “Our suite of products allows dealers to raise the bar, exceed customer expectations and most important, turn customers into repeat business.”
Auto/Mate’s Fixed Ops/Mate provides dealers with a comprehensive DMS solution for their service and parts departments. Fixed Ops/Mate offers advanced auto dispatch and electronic RO functions, as well as productivity boosting and reporting features that increase service department profitability.
Xtime provides dealers with a host of service marketing features and enables customers to set their own appointments online. ServiceCRM can also be accessed via a mobile device, so advisors can turn online appointments into RO’s, send reminders via e-mail, text and more. Behind the scenes, Xtime helps dealers increase revenue with factory- and dealer-recommended upsells, deferred service capture and advanced shop controls.
For more information, contact Auto/Mate at 877-340-2677.
About Auto/Mate
Auto/Mate Dealership Systems is a leading provider of dealership management system (DMS) software to retail automotive dealerships. Its Automotive Management Productivity Suite (AMPS) is a user-friendly, feature-rich DMS in use by more than 900 auto dealers nationwide. In 2013 Auto/Mate received the “Highest Rated” DMS award in the fourth annual Driving Sales Dealer Satisfaction Awards.
Auto/Mate’s employees have more than 650 years of combined experience working in auto dealerships – the foundation of its “designed by car people, for car people” slogan. For more information, visit www.automate.com, follow us on Twitter @AutoMateDMS and subscribe to our blog at http://blog.automate.com
About Xtime
Xtime is the leading cloud-based customer retention management platform for automotive manufacturers and dealer service departments. Xtime counts more than 5,000 dealerships as customers and has registered almost 2 million consumers. It processes more than 1.5 million service appointments each month and has scheduled almost 50 million in total. Xtime is the exclusive or preferred provider for leading global automotive manufacturers in North America, including Kia, Hyundai, VW, Nissan, Lexus, Infiniti, Toyota Canada, Toyota US, BMW, Mercedes-Benz, Audi, and Chrysler. Xtime is also the trusted choice for many of the industry’s leading dealership groups including AutoNation, Group 1 Automotive, Penske, Sonic Automotive, Asbury, Luther, Ferman and Checkered Flag. Xtime is based in Redwood Shores, California and can be reached at (650) 508-4300 or www.xtime.com.
How to Increase Service Growth Through Auto Dispatching
Mike Esposito, President and CEO of Auto/Mate Dealership Systems, presents "How to Increase Service Growth Through Auto Dispatching." Don't miss this session at the upcoming Digital Dealer Conference on Thursday, May 9th at 11 a.m.!
www.automate.com
Mike Esposito Presents “How to Increase Service Growth Through Auto Dispatching” at Digital Dealer 14
ALBANY, N.Y. – March 25th, 2013 – Auto/Mate Dealership Systems (http://www.automate.com) announced today that Mike Esposito will be presenting a workshop at the 14th Digital Dealer Conference & Exposition in Orlando, on May 9th at 11:00 a.m. How to Increase Service Growth Through Auto Dispatching is aimed at dealers, general managers, fixed ops and service managers who want to increase efficiencies and gross profits in the service department.
“Making the transition from outdated, manual dispatching methods to automated systems can be very challenging,” said Mike Esposito, President and CEO of Auto/Mate. “Workshop attendees will learn the common pitfalls associated with this type of transition and how to avoid them.”
Additionally, Esposito will cover the three levels of service dispatching (manual, semi-automated and automated) and discuss the benefits achieved with each new level, such as increased service tech efficiencies, shop efficiencies and shop loading. Attendees will take away:
1. The thought process and technical process that dealers and managers need to go through to set up an auto dispatching system; i.e., how to define service tech skill levels, how to set up op codes, and most important, how to retrieve all this information from your existing system.
2. How to track and measure the improved efficiencies in the service department.
3. What doesn’t work, why it doesn’t work and how to avoid problems during the transition process.
For more information, visit: http://bit.ly/11twN3B
Auto/Mate Dealership Systems is a leading provider of dealership management system (DMS) software to retail automotive dealerships. Its Automotive Management Productivity Suite (AMPS) is a user-friendly, feature-rich DMS in use by more than 900 auto dealers nationwide. Auto/Mate received a “highest rated” dealer satisfaction award by Driving Sales.com and the company received top satisfaction rankings in NADA’s most recent DMS provider survey.
Auto/Mate’s employees have more than 300 years of combined experience working in auto dealerships – the foundation of its “designed by car people, for car people” slogan. For more information, visit www.automate.com and follow us on Twitter @AutoMateDMS
Impressions From NADA 2013
Mike Esposito shares his impressions from NADA 2013 and talks about what dealers were most interested in regarding Auto/Mate's DMS www.automate.com
Overwhelmed by Technology Choices at NADA? Here’s All You Need to Know.
We spoke with hundreds of dealers at the recent NADA Convention & Expo in Orlando. One of the recurring conversations at our booth was that many dealers are overwhelmed by all the technology available. From CRMs to reputation management to implementing new technologies in the service drive, how do you know where to begin? What’s most important? What’s really going to add to your bottom line and what’s going to be a waste of money?
I read a book many years ago that provided what is one of the best answers I’ve ever heard to these questions. In Jim Collins’ “Good to Great…Why Some Companies Make the Leap and Others Don’t,” he outlines a simple rule for companies regarding technology.
Technology should not be purchased as a solution to something that doesn’t exist. Technology should only be purchased if it will help you improve a process that is already currently in place.
Take CRMs for example. Years ago salespeople used pen and paper as a CRM. They wrote down customers’ names and addresses and notes, they sent out follow up letters, they sent out vehicle purchase anniversary cards and they called customers. Today of course the tools are different; you can swipe a drivers’ license and send out a text or e-mail. But the point is, a CRM isn’t going to do that for you. If your salespeople aren’t currently following process, you could potentially waste thousands of dollars a month on a CRM that isn’t going to help you. Same with a brand new website guaranteed to double your leads: ask yourself how well are you converting your current leads?
Another big theme at NADA was technology in the service drive. There’s a huge demand from dealers for features like mobile solutions and auto dispatch that can improve efficiencies & boost profits. Yet many service departments are not following basic processes that will help customer retention. Here’s one example:
When was the last time you went to a dentist? The day before your appointment you probably received a phone call or e-mail reminder from the dentist. Then, when your cleaning was finished and you went to check out, the assistant said something like, “you’re due back in six months, would you like to schedule your appointment now?”
I would venture to guess that most service departments, despite being eager to implement new technologies, are not doing these two basic customer retention techniques on a consistent basis: appointment reminders and scheduling the next appointment before a customer leaves—yet these two techniques don’t require any technology at all!
So when you are considering which of the new technologies to purchase and implement in your dealership, ask yourself these questions: what are we currently doing? Why isn’t it effective? Is it a process problem, a people problem or a technology problem? If you are 100% certain that your processes are in place, your people are doing what they’re supposed to be doing, and a new technology will make it easier for them and improve results, then by all means, go ahead and buy.
How do you make decisions on whether to purchase new technologies? What was the most interesting or exciting new technology you saw at NADA?
Rowe Ford Service Department Transitions to Auto Dispatch with Auto/Mate’s DMS, Improving Tech Productivity & Warranty Submissions
ALBANY, N.Y. – February 5th, 2013 – Auto/Mate Dealership Systems (http://www.automate.com) announcedtoday that Rowe Ford in Westbrook, Maine has successfully transitioned to auto dispatching in its service department since switching to Auto/Mate’s dealership management system (DMS) in November of 2012. Since implementing auto dispatch, the service department has realized improved service tech productivity and a greater volume of warranty submissions.
Service Director Dave Auspland oversees the dealership’s fixed ops department, which includes a commercial shop, body shop, main service shop, a quick lane and a retail re-conditioning department. With 38 technicians and more than 3,500 Repair Orders (RO’s) per month, Auspland was eager to transition to a fully automated dispatching solution.
“Our previous legacy DMS provider had a hybrid solution that didn’t allow us to specialize like we can with Auto/Mate’s system, and it required heavy modification to make it work,” said Auspland.
One of the biggest drawbacks of the previous DMS dispatch system was that the service director and shop foreman didn’t have complete control over what their technicians could view. The techs could search for open ROs, assign themselves to jobs and view what other techs were working on.
Auto/Mate’s auto dispatch system allows skill codes to be assigned to each technician and the computer system assigns the techs to each job based on their skill codes, who’s available and when the car is promised. Techs no longer have the ability to assign themselves to jobs and can only see RO’s that include their skill sets.
Auto dispatching increases service department efficiency by freeing up a manager’s time that was previously spent figuring out who is available to work, balancing work loads and monitoring progress on the various jobs. For Rowe Ford, it has also improved warranty submissions and repair times. “For warranty submissions Ford requires certain jobs to be done by certified techs,” said Auspland. The auto dispatching system eliminates situations when techs assign themselves to work they are not qualified for, thus increasing the shop’s warranty reimbursements.
Auspland relies on the route sheet in Auto/Mate’s Service Front End System. The electronic route sheet displays the status of all jobs in one easy to understand, color-coded screen. “I can look at the whole store and see the status of all repairs, how many waiters we have, if we’re giving customers accurate promise times and living up to them, when a vehicle will be finished, and so much more,” said Auspland.
Though the transition to Auto/Mate’s auto dispatch system is relatively recent, Auspland can already see the benefits. “Writing an RO is twice as fast, putting a customer into the system is twice as fast,” he says. “It’s still early but I can see more potential and I would never go back to a hybrid solution.”
To see a demonstration of Auto/Mate’s Auto Dispatch solution, stop by Booth #333 at the NADA Convention & Expo in Orlando, FL from February 8th – 11th. Make an appointment at www.automate.com/nada or call 877-340-2677.
About Auto/Mate
Auto/Mate Dealership Systems is a leading provider of dealership management system (DMS) software to retail automotive dealerships. Its Automotive Management Productivity Suite (AMPS) is a user-friendly, feature-rich dealership management software in use by more than 900 auto dealers nationwide. Auto/Mate offers the best customer service in the industry; the company received top satisfaction rankings in NADA’s most recent DMS provider survey.
Auto/Mate’s employees have more than 300 years of combined experience working in auto dealerships – the foundation of its “designed by car people, for car people” slogan. For more information, visit www.automate.com, follow us on Twitter @AutoMateDMS and subscribe to our blog at http://blog.automate.com
For more information, contact:
Holly Forsberg Mike Esposito
Carter West Public Relations Auto/Mate Dealership Systems
602-680-8960 518-371–4331
holly.forsberg@yahoo.com mesposito@automate.com
Auto/Mate Announces Mobile Solution for Service Departments, Improving Efficiencies & Profits in Dealerships’ Fixed Ops
ALBANY, N.Y. – February 4, 2013 – Auto/Mate Dealership Systems (http://www.automate.com) announced today it has launched a mobile service department solution for its auto dealership clients. Currently available for windows-based tablets, the mobile solution enables service advisors to view the DMS service module information and conduct the service write-up process “on the go.” Auto/Mate’s mobile solution for service departments is designed to improve customer relations and increase productivity, adding profits to the fixed ops bottom line.
“With the average age of vehicles on the road increasing, dealerships are becoming more focused on customer pay revenue,” said Mike Esposito, President and CEO of Auto/Mate. “Mobile solutions allow service advisors to spend more time interacting with customers during the greet and write-up process, building trust and paving the way for a better upsell process.”
With Auto/Mate’s mobile solution, service advisors can use a windows-based tablet to greet customers at their vehicle, view information such as vehicle history and easily convert appointments into RO’s. This creates more time for the service advisor to do a walk-around of the customer’s vehicle, improving efficiencies and customer satisfaction.
All data entered into the tablet are automatically updated in Auto/Mate’s DMS in real time, and any updates made in the DMS also appear instantly on the tablet.
For more information, visit Booth #333 at the NADA Convention & Expo in Orlando, FL from February 8th – 11th.
Make an appointment at www.automate.com/nada or call 877-340-2677.
About Auto/Mate
Auto/Mate Dealership Systems is a leading provider of dealership management system (DMS) software to retail automotive dealerships. Its Automotive Management Productivity Suite (AMPS) is a user-friendly, feature-rich dealership management software in use by more than 900 auto dealers nationwide. Auto/Mate offers the best customer service in the industry; the company received top satisfaction rankings in NADA’s most recent DMS provider survey.
Auto/Mate’s employees have more than 300 years of combined experience working in auto dealerships – the foundation of its “designed by car people, for car people” slogan. For more information, visit www.automate.com, follow us on Twitter @AutoMateDMS and subscribe to our blog at http://blog.automate.com
Increase Service Growth Through Dispatching
by Mike Esposito, President and CEO, Auto/Mate Dealership Systems
This article is a summary of a presentation given by Mike Esposito at the 13th Annual Digital Dealer Conference & Exposition, and appeared in the January issue of Dealer Magazine.
It’s what I like to call a conundrum: In the last decade, the volume of vehicles on the road has increased, the average median age of vehicles has increased, and the total number of service facilities in the U.S. has decreased. This is all good news for dealership fixed operations departments, and the obvious result should be higher profits. Yet, the latest data from NADA indicates that dealerships’ fixed ops net profit has been trending down the last three years. What could be the cause?
One major reason is that many service departments are behind when it comes to implementing technology. Many managers and employees remain resistant to change, sometimes for no better reason than the “we’ve always done it this way” mentality. Also, some DMS providers have been slow to innovate when it comes to their fixed ops modules; any new technology should be easy to use and adaptable to a dealership’s processes, not the other way around. One example is auto dispatching.
The fundamental goal of auto dispatching is to increase service gross and customer satisfaction. It is not, and I repeat NOT to eliminate the dispatcher! Nor is the goal to save money on salaries. Auto dispatching increases efficiency by assigning the right technician to the right job at the right time. The typical results are substantial; anywhere from 15-30% increase in labor hours sold. Compare the following two formulas that show a service department’s gross profit before and after auto dispatching:
Status Quo:
5 Technicians turning 9 hours/day = 900 hours/month X $75 ELR = $67,500 sales X 70% = $47,250 GROSS
Auto Dispatching:
5 Technicians turning 12 hours/day = 1200 hours/month X $75 ELR = 90,000 sales X 70% = $63,000 GROSS
Result: $15,750 increase in gross for the month
Have I piqued your interest yet? The first step in implementing an auto dispatching system is to determine your current level of dispatching. Review the table below to assess your service department’s current level:
Types of Dispatching
|
Manual |
Semi-Manual |
Electronic RO |
Auto Dispatch |
| Printed RO’s | Printed RO’s | Electronic RO | Electronic RO |
| Manual Route Sheet | Electronic Route Sheet | Electronic Route Sheet | Electronic route sheet |
| Hand Written Stories | Tech uses PC to look at work and enter story | Tech uses PC to clock in and add stories | Tech uses PC to clock in and add stories |
| Parts request by walking around | Parts request done electronically | Parts request electronically | Parts request electronically |
| Manually dispatched | Manually Dispatched | Manually dispatched | Tech requests work from auto dispatch system |
| Dispatched by computer with dispatcher override capability |
Once you’ve determined where you are, set a time frame for your goal of getting to the next level. Don’t expect to do this overnight: transitioning to a fully automated dispatch system takes time. For instance, if you are at a manual level, it might take an entire year to get to a fully automated level. If you’re at the semi-manual level, it may take three months to get to the Electronic RO stage and another six months to get to the automated level.
Steps Involved in Setting Up an Auto Dispatch System
These three steps will have to be accomplished over time in your DMS, and you will probably need to consult your DMS provider for help along the way:
1) Make a list of skill sets and assign a skill code and a pay rate for every skill; i.e. general service, tire service, inspection, brake repair, HVAC repair, etc.
2) Determine and enter each technicians’ skill level for every skill set. The best way to determine this is to simply ask the current dispatcher, and/or to review a service tech’s RO history and look at the types of ops he has been assigned to.
3) Determine a RO or job weighting system. This is the most complicated part of the process. Typically a point system is used, with the points being user defined. The points determine the importance of a job and will change according to different parameters, i.e. if a customer is waiting instead of picking up the job will be weighted higher, and of course the closer you get to the promised delivery time, the points will go up. Ideally your auto dispatch system will send out alerts for jobs that haven’t been started and the delivery time is nearing, etc.
Common Pitfalls of Setting up an Auto Dispatch System:
Many dealerships have attempted to transition to an auto dispatch system, but may have failed. The most common pitfalls in making this transition involve:
The goal of maximizing profit conflicts with the goal of getting cars out on time. If you trust the system, you can have both.
Wanting to be fair to all technicians versus feeding certain jobs to the “better techs.” Knowing that a certain skill level is required for some jobs may help motivate techs to increase their knowledge and/or speed.
Not committing, i.e. if the dispatcher constantly overrides the system, games the points or allows too many special cases. A dispatcher has to embrace and trust the system to work, even if it means ironing out the kinks for a while
Not understanding that “care and feeding” of the system is necessary to its success. Like any technology, the information it produces is only as good as the data that’s entered.
Every service department is different in terms of layout, number of bays, techs and procedures. An auto dispatching system should be flexible and customizable to how you operate. It may be tough to make the transition, but the proven benefits include increasing shop efficiency and upsell opportunities, eliminating promise time guess work, more billable hours, improved CSI scores and higher gross.
Five Things Service Managers Should Look for in a Dealership Management System
By Greg Vrigian, Auto/Mate Dealership Systems
This article appeared in the November/December issue of Fixed Ops Magazine
Changing a dealership management system (DMS) is not a decision to be taken lightly; most dealership managers and employees alike resist the idea. But for service managers who have been consulted about the possibility of change, rest assured there are options for all types of dealerships, and the process of a DMS change is not nearly as cumbersome as it used to be.
In recent years as dealerships have relied more on their fixed ops departments for profitability, the managers in these departments have grown in influence when it comes to choosing new technologies for their departments. DMS vendors have also focused on developing robust features and reporting tools designed to maximize fixed ops profitability.
Is your dealership considering a DMS change? If so, here are the five most important features that service managers should be looking for in a new system:
1) User-Friendly
Look for a DMS that’s intuitive, requires a short learning curve, and doesn’t require a lot of keystrokes, codes or gyrations to accomplish simple tasks. Most modern systems are designed to be menu driven with functions laid out in a logical, eye-pleasing manner. For instance, if someone wants to run a specifications listing in the parts department, rather than having to find or know a particular code to enter, the user can simply go to the menu and choose that option. If you know how to read, you should be able to know how to use the DMS.
The main benefit to an intuitively-designed system is that it requires a short learning curve. Ask potential vendors how long it takes to return to 100% productivity after the transition. If that vendor doesn’t have dealers that are 100% productive within 90 days of the transition, you may want to look elsewhere as that system probably isn’t user-friendly.
2) Excellent Support
With more competition and more choices than ever before, DMS vendors should be fighting to not only get your business, but to keep it on a daily business. The best way to do this is the same way your dealership strives to keep customers; by providing excellent customer service. Ask any potential DMS vendors for references from other dealerships. Ask to talk to other service managers who use their system. If you think having to wait for hours to get technical help is the accepted norm, think again.
Another important consideration is what type of experience a vendor’s customer service and technical support personnel have. Are they kids hired right out of college and trained to use a software system, yet have no automotive experience? Preferably, you want DMS vendors that hire employees with experience in the auto industry. Let’s say you notice your effective labor rate for warranty service is lower than the established rate with the manufacturer, and it’s causing a discrepancy in accounting. You’re wondering why and so you call to get help. Instead of having to explain in detail what your problem is, someone with service department experience will know exactly what you’re talking about and be able to help you immediately. In this example, perhaps an advisor or warranty admin typed over a value that was calculated by the system. By running a few detailed reports, the transactions(s) in question can be found and isolated: problem solved.
3) Customizable Reporting Tools
If you can dream it up, you should be able to run it with just a click of a button. Looking at key performance indicators on a daily basis helps keep your focus on profitability. What are your profit centers? Where are you losing money? What are the total dollars your service advisors sell every day? Every month? What are your average dollars per RO, or tech hours per RO? If your DMS has a field, you should be able to easily run a report on that field, and customize it any way you want. If you’re wondering why one service advisor is consistently bringing home a higher paycheck than another, you should be able to review their sales information. Is one selling more maintenance services, while another is focusing more on menu items? A DMS reporting tool should not only be robust, but also easy to use and customizable to whatever you want to see.
4) Integrated Scheduling Tools & Service Pricing Guides
Having every day functions integrated with your DMS helps to increase shop efficiency. Advanced scheduling tools with a pleasing visual layout and color-coding make it easy to maximize techs’ proficiency and see at-a-glance where cars are, what the techs and advisors are doing, if a customer needs a ride, and more. When the customer calls to schedule an appointment, the system automatically fills in all their information based on a name, phone number, license number or other information. This feature reduces the amount of time service employees spend on the phone and eliminates having to manually type information.
When customers arrive for appointments, by just hovering over their name the service advisor or tech should be able to perform a number of functions such as view service history, create an RO or request information from the OEM (i.e. recall or warranty information) with just a click of one button. The parts department and inventory should also be integrated; if the techs need a part for a repair, the ability to view which parts are in stock and submit a parts request eliminates time associated with visiting and waiting for the parts department.
Integrated service pricing guides (SPGs) also save time by providing advisors and techs with instant, current information for estimates. Integrated SPGs greatly increase the accuracy of estimates, improving professionalism and boosting related sales.
5) Adaptability for the Future
Your dealership and the technology it requires are constantly evolving. If you buy a DMS today, will that system evolve with your needs? Or will the vendor try to charge you for every upgrade and new feature? Ask potential vendors about their fees for upgrades, software enhancements or any other new features that may come out in the next few years. If they want to charge you for every little upgrade, you may want to consider a different vendor. Many DMS vendors strive to keep up with current and future trends, and provide all their software enhancements and upgrades to their dealership clients at no charge.
For service managers exploring new dealership management systems, these features will greatly help maximize profitability by increasing efficiency and reducing the time associated with manual tasks that can, and should be, integrated with the DMS and other service functions.
Mike Esposito Presents: How to Increase Service Growth through Auto Dispatching
Mike Esposito will present a workshop at the 13th Digital Dealer Conference & Exposition in Las Vegas on Wednesday, October 24th at 3:30 p.m. How to Increase Service Growth through Auto Dispatching is designed for dealers, general managers, fixed ops and service managers who are interested in learning the benefits of auto dispatching and how to avoid the pitfalls common to transitioning from manual dispatching to auto dispatching.
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