Fixed Ops Magazine - 2023 Vol20 05 - 50

* Transparent Shop Management:
Invest in service management
software that provides real-time
visibility into actual technician
availability, repair progress, upsold
work, on-hold status, delays,
approvals pending, customer call
back requests, parts quoting,
multi-point inspection progress,
etc. This level of transparency enables
more informed dispatching
decisions and customer communications.
* Automatic Work Assignment: Utilize software that
pre-assigns work to technicians based on their skill,
speed, prior recommended work, and work schedule.
Management and dispatchers can always reassign
work, when necessary, but the latest software
solutions can automatically maximize your shop
with the proper work mix at the time of appointment
scheduling.
* Communication Tools: Equip your team with communication
tools to facilitate real-time updates and
coordination, such as an integrated internal chat
between advisors, managers, technicians, and call
center agents, as well as a 2-way customer texting
platform. This will minimize delays in service work
completion.
* Performance Metrics: Establish key performance
indicators (KPIs) to monitor and evaluate the efficiency
of the dispatching process continually. Most
software programs have this built in. Customer reviews
can also indicate areas of opportunity. Use
data-driven insights to make necessary adjustments.
THE BENEFITS OF MODERN
SOFTWARE-BASED DISPATCHING
By embracing a software-based dispatching process,
automotive service departments can reap several
benefits:
* Reduced Wait Times: Customers experience
shorter wait times, leading to increased satisfaction
and loyalty.
* Optimized Technician Productivity: Technicians
are assigned tasks that match their skills and availability,
improving overall efficiency.
It's time to
leave behind the
traditional ways and
drive toward a
more efficient and
profitable future!
* Improved Profitability: Precise
dispatching based on real-time data
ensures that resources are allocated
effectively, reducing idle time.
* Attainable Promise Times: When
advisors have a clear understanding
of the work in the shop, they can
deliver higher-quality customer service,
communications, and accurate
time commitments.
* Competitive Advantage: Offering an efficient service
experience sets your service department apart
from competitors.
CONCLUSION
The time has come for automotive service departments
to rethink their dispatching processes. There are more
tools available now than ever to optimize dispatching
for the benefit of both the service center and its customers.
By embracing digital solutions, automotive service
departments can create a more efficient, customer-centric,
and competitive operation that thrives in the
modern automotive service landscape. It's time to leave
behind the traditional ways and drive toward a more efficient
and profitable future!
Matthew Donovan is a
Fixed
Operations
Honda,
Director
for the Jay Wolfe
Automotive Group
(Toyota,
and
Acura) in Kansas City,
as well as Co-Founder
of SocketTime.com. He
has a bachelor's degree
in
mechanical
engineering
from the University of Kansas, is an ASE-certified
master technician, and has held both mechanical
engineer and district manager positions for two large
automotive OEMs. Matthew has developed software
for Kia Motors America, Repair Network, and SocketTime.
His family also owns Donovan's Service, a large
independent repair shop in Shawnee, KS founded by
his great-grandfather in 1937. C: 913.485.5045
Email: mdonovan@sockettime.com
www.sockettime.com
50
http://www.SocketTime.com http://www.sockettime.com
Fixed Ops Magazine - 2023 Vol20 05

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2023 Vol20 05
