Service Campaigns Completions

[linda lugo]

I'm wondering what things or procedures have helped on your dealers lower the Service Campaigns parts inventory and boost Completion rates. We are trying to lower too the campaing parts obsolescence. Please, any data is highly appreciated.


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Lind@

[homesleym]

What franchises and DMS system?

[linda lugo]

Toyota. DMS ADP, R&R and ADAMS. Basically used up DMS solutions. Still looking for other ideas. thanks

[homesleym]

Can you download the outstanding vehicles needing the campaigns from Toyota Website into Excel?

[This message has been edited by homesleym (edited 01-19-2005).]

[linda lugo]

I don't think is possible but where are you getting at? We currently have shared database with Toyota for warranty purposes. Is that what you mean?

[johnny o]

Linda ... one adittion to the other post we periodically use auto dialer software to alert clients that parts are in for thier vehicle.

[homesleym]

For GM, I download the list of outstanding vehicles needing recalls from the GM site into Excel. Then I download a list of all vehicles that already have had the recall performed (using the op code as the identifier)from our DMS (ADP). We rank the recalls in descending order of profitability (GM has a fuel rail recall out now; good for parts and labor). You can then eliminate the names manually from the list or use MS Access and you are left with the GM listing less the ones that have already had the recall done. Send postcards to these people. We have done 3 mailings on the fuel rail recalls spaced about 3-4 weeks apart. You notice a flurry of appts 2-4 days after the mailing. You can design a postcard in Publisher stressing the importance of getting the recall done, putting the recall number on it so the appt is easy to make in service. It takes me about 20-30 min to do the list(s), another 20 min to print the postcards and about 1-2 hours for admin to address the postcards. (You can print lables if you have lot of addresses). So about 3 hours to get 10-20 Appts. It also gives you another chance at upsell in the lane. With recalls, I believe you get the majority of your own regular repeat customers in after the first 1-2 factory mailings. After that, the remainder may be customers you have not seen for a while or new folks in your AOR. I'd take the 3 hours "cost" to get 10-20 "new" customers anytime!!

[This message has been edited by homesleym (edited 01-20-2005).]

[joeauto]

The only way is follow-up, follow-up and more follow-up