Thought Leadership
A look at how we have helped our clients improve
Minimising vehicle downtime.
The Challenge:
Work in Progress data resided in the Dealer Management System (DMS)
Repair Orders on average, were open for 82 days or longer.
Dealer Buy-in
OEM Functional department accountability.
Multi-National reporting metric for benchmarking and global tracking of vehicles that are off road.
The Solution:
Automated daily integration with DMS providers containing Work in Progress (WIP) / Repair Order (RO) data.
Automatic flagging of vehicles potentially at risk of being or becoming off road.
VOR and incident causal classification by Dealers.
Integration with OEM applications such as CRM and warranty applications.
The functionality allowed dealers to actively create a Customer Concern or VOR Case both internally and to directly escalate such cases to the OEM. Functional workstreams such as the Technical, Warranty and Parts department had full visibility of the progress of Customer Concerns. The functionality offered a two-way communication channel that greatly reduced resolution times.
The Result:
Reduction in overall Work in Progress from 16 000 ROs per day on average to under 5000 ROs on average.
Reduction in Repair Order aging from over 82 days to under 14 days.
Full Dealer buy-in on the process.
OEM engagement with the Dealers to mutually resolve issues.