Our customers expect to be able to transact with us on any medium they chose - online, in person and by telephone. Our staff demand that we minimise the administrative burden so that they can focus on delivering customer service rather than being burdened with Administration.
Sales orders, workshop job cards are generated from within the DMS system and need signing.
The DMS should be interfaced with a Digital Signature platform so that these documents can be sent to the customer for online signing.
A customer should expect to be able to enquire about a car online, and then when the deal is structured and agreed have the sales order automatically emailed from the DMS, with a “click to sign” option. The signed document should be routed back to the DMS and stored there.
In addition, making payments online is almost ubiquitous - it is expected.
So, in the above example, having signed the sales order, the customer should move on smoothly to pay their deposit online.
Critically, this payment should automatically update the DMS as receipted – removing the administrative function for handling debtors and payments, as well as reconciliation of payments received.
Online payments should extend to the Service Department too, to make a truly contactless experience.
Invoices should be able to be easily emailed with requests to pay by clicking a button in the email.
This should simply integrate with the DMS so the email is sent automatically, and when the customer pays, the repair order is updated automatically.
These aid both the customer, who receives efficient service and also the Service Receptionist, both of whom save time taking and making telephone or physical payments.
Many dealers will also have an online store for parts and accessories.
Again, these should be integrated with the DMS system so that stock levels are available on the web site and kept up to date.
This maintains a reasonable customer expectation.
The DMS system should be connected to the web site shopping cart so that the parts team can simply book out orders in a couple of clicks in the DMS, without having to retype the product codes, and then the customer details.
Customers expect to be able to transact in this way, so the lack of this facility will make it appear to the customer that your business isn’t as professional as others.
This also improves the efficiency of the process – for both the consumer and for your Sales & Service Teams, who can spend more time directly in selling and delivering customer service than in administration.
Our customers expect to be able to transact with us on any medium they chose - online, in person and by telephone. Our staff demand that we minimise the administrative burden so that they can focus on delivering customer service rather than being burdened with Administration.
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