Internet use in the service dept

[robc]

It's time to ask for some feedback again for an upcoming project I have.

I need to know how your dealership service department is using the Internet and other new technologies. Is there something very special that you do that you consider unique? what pitfalls have you observed? Do you have techs using the internet yet? Generally, whatever you have would be great and if you don't want to post to the board just send me a private e-mail

THANKS!!!!!



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** Rob, Editor WD&S **
Help is only a message post away!
robc@dealersedge.com

[Results]

To begin with ROBC, I am not sure about what type of projects you are starting so I will tell you how I wish my clients would set Service up on the Internet.
A page dedicated to service on the web site. Information to set an appointment.
A special coupon and ad.
E-mail address's for the manager and head service advisor.

My next wish is that service has a dedicated method of receiving and sending e-mails. It doesn't have to be a computer, a WIT works the best, or even a few teminals. That way they can actually start handling service calls via e-mail. They can take appointments, give RO status, forward to parts, anything they want. You can imagine how the CSI rating goes up with no one complaining about being on hold.

Techs on the Internet? That is a good question. I have two RV dealers that let the techs use the Internet to chase information.
It seems to work great as long as not on-line trying to Christmas shop for pokeman.

As a consultant I can tell you how to set it up, but to be honest with you I do not have one dealership that has taken every step and put it into action. It seems there is never enough money or priority.


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Results
Mike Stinson www.results@rintuit.com

[This message has been edited by Results (edited 09-22-2000).]

[jargonaut]

One of the dealers I assist has set up a monthly contest which a customer at service cashier window can enter by simply filling out a card with their name and email address and once a month 2 customers win a full service detailing from contest. This has resulted in an avalanche of names and email addresses (all the email addresses are live and working since winner is notified by email only). They then place all these email addresses in a database for special promos and to notify by email ahead of time for service needs based on history and time +/or mileage. This dealer is also in midst of developing on line coupon specials and special email invitation only car sales. They are very excited about the prospects of internet and email related plans. Eventually they would like all customers with email to set up apppointments and contact dealer via email assigned to their very own service writer.

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Alan The Warranty Guy

[robc]

To clarify I am looking at a research project in technology use in fixed operations. Has anyone tried using e-bay to auction off parts? Has anyone had success with those "my garage" sites that everyone is offering? Anyone using parts.com, etc?



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** Rob, Editor WD&S **
Help is only a message post away!
robc@dealersedge.com

[Alan D. Goff]

We use a cable modem with a stand alone pc in the service department to access GM SI2000 on the internet (as a back up to the tech-line computer), do VISS and have several other sites available through a firewall system. We have also used Iatn in the shop to answer unanswerable service problems.

[Hal Nolting]

Rob, I met a gentleman that has a great program that will do about anything you want
His Name is Caleb Greissman and he works
for Universal Data Interface Corporation.
I met him at a 20 group and was impressed
with what he had to offer, although I have
not used his services yet, we are considering it. Contact him at 281-398-1933
or Email Caleb.Greissman@udico.com.

[This message has been edited by Hal Nolting (edited 10-10-2000).]