Software Overwhelm

9

That's how many pieces of software that ChatGPT said the average Automotive Service Department of a Dealership. NINE.

20 years ago, when I started in the industry we only had to learn 3 things. The DMS, the Hunter Engineering Company Alignment software, and the DRBIII scan too.

DMS: A Dealer Management System is a comprehensive software platform used by automotive dealerships to manage their operations. It integrates all aspects of the dealership's business processes, from sales, finance, and inventory management to parts, service, and customer relationship management. The aim of a DMS is to streamline operations, improve efficiency, and enhance customer service by providing a centralized system for managing all dealership activities.

Our DMS back in 02' was ADP (now CDK); a DOS-based platform, on a green screen.

If you know what DOS is, let me know in the comments.

Comprehending that today's Technician needs to learn more than 5 pieces of software (not including scan tools, or basic computer software) to do their job is anxiety-inducing. Plus, the Service Manager, who, most of the time, isn't a technician, or technology guru, has to learn at least 4 more.

That just sounds like a recipe for disaster.

But all of these software platforms have a large, thought-out, virtual training database, right?

Nope.

But, service repair shops and dealership service departments have large contingencies for training Service Advisors and Technicians, right?

Nopers.

Technicians and Service Advisors, most of the time, are told "You're hired, get to work". At least that's what they tell me during coaching sessions.

So, how do we change this, at least the perception of it?

Small bites.

There are hundreds, thousands even, things to learn in both roles. From learning how to do the first thing as an Advisor, the meet and greet, to the Advanced Diagnostics a Technician has to learn over time. Everything needs to be learned in small bites to learn each step, understand it, and utilize it effectively.

Technicians and Service Advisors, by the time they have been in the industry for 10 years, know, mostly, about most of the main software, or at least know of their existence. However, they can't possibly know them all, or even know that more exist.

At NADA 2024 in Vegas, there were over 500 Exhibitors. By my count (stopped counting) from the program guide, there were over 100 software solutions. That's just the ones that attended.

New folks to the industry, regardless of what department they work in Sales, Service, Parts, Detail, Accessories, Body Shop, Paint, Rental/Loaners etc, should learn about what software is available to them, what it fundamentally does, and what functions each provide.

Thus, a quick overview, to provide a little clarity for the new folks that are overwhelmed, perhaps needing to understand better what's out there, what they are using, or are looking for other opportunities.

This list was compiled from an assortment of places. I have used some of these systems extensively, some I've touched on or have been privy to a demonstration, and a few I've never used. Always use your own judgment if you decide to double down on any of these.

Dealer Management System (DMS)

• Integrated Operations: Centralizes all dealership functions including inventory, sales, finance, parts, and service departments.
• Real-time Data Access: Provides instant access to critical operational data, enhancing decision-making and efficiency.
• Examples: CDK Global , The Reynolds and Reynolds Company , Dealertrack DMS , Tekion Corp , PBS Systems
• Note: DMS software often overlaps with CRM and inventory management functionalities, serving as an all-in-one solution for many dealerships. However, many DMSs sell add-ons for every department, like inventory management, but secondary software is used to amplify the utilization of said add-ons. CDK and Rey Rey have been around for a long time, and solve many problems. However, inbound companies like Tekion have a lot of support from Fixed Ops Directors pushing the boundaries of what's possible in Fixed. Reach out to Tekion expert users like Zach Pirkl and Austin Conroy for feedback to make your own assessment.

Customer Relationship Management (CRM)

Customer Tracking: Manages customer interactions, tracking history, preferences, and communication.

• Marketing Automation: Automates marketing efforts, targeting customers with service reminders and promotional offers.
• Examples: Solera | DealerSocket , DealerMine CRM , Selly Automotive CRM , VinSolutions by Cox Automotive
• Note: CRM tools can integrate with DMS for a seamless flow of customer information across departments. There are MANY CRMs out there. Some even believe that they will work well in automotive, even though they were not built with service departments in mind. Do not be fooled by great salespeople and marketing, do your due diligence before purchasing. Also, do as much training as humanly possible to extract the most you can. If you need someone to help you set up a CRM or extract more out of it, please contact Durran Cage , CRM Superstar

Parts Inventory Management

Inventory Tracking: Monitors parts inventory levels, automating reordering based on thresholds.

• Parts Ordering: Facilitates direct ordering from manufacturers or distributors, streamlining the procurement process.
• Examples: RevolutionParts , and PartsEdge
• Note: This software often interfaces with DMS systems to ensure parts availability for scheduled services. I have discovered that many add-ons do not do all that they advertise, or at least as well as they advertise. However, Kaylee Felio🌻 can show you how PartsEdge can help save you THOUSANDS in your parts department every month.

Service Appointment Scheduling

Online Booking: Allows customers to book service appointments through dealership websites or apps.

• Calendar Management: Helps service advisors manage their workload and plan for peak times.
• Examples: Xtime by Cox Automotive , myKaarma , Dealer-FX
• Note: Scheduling tools may be part of a larger DMS or CRM platform, offering integrated customer communication features. Keep in mind that Jack-of-all-trades-master-of-none applies to many software solutions on the market. It is easier to manage one solution instead of 3 in many cases, however, the effectiveness of components does need to enter the chat.

My main experience is with XTime, but it's showing its age. MyKaarma is actively supported by many in Service Drive Live as well as a major advocate, John Frazier

Labor Time Guide

Service Estimations: Provides standardized labor times for various service tasks, aiding in accurate quoting.

• Efficiency Improvement: Helps plan service department capacity and technician scheduling.
• Examples: ALLDATA , Mitchell1
• Note: These guides are essential for creating consistent and transparent service quotes, often integrated into repair order management software. Also, every time, across platforms, should be the same, but they aren't. Make sure you get to know the excentricities before laying down the law to a guest.

I've always been partial to Alldata, but several of the small shops pay for both, to get the best possible repair coverage. There are other platforms and services but none come close to these two IMO.

Vehicle Inspection Software

Digital Inspections: Enables technicians to complete and share digital vehicle inspections with customers, including photos and recommendations.

• Customer Trust: Enhances transparency and trust by showing customers exactly what issues have been identified.
• Examples: AutoServe1 , BOLT ON TECHNOLOGY (Automotive) , OTOgrade Digital Vehicle Inspection , Snapcell (Acquired by TradePending) , TruVideo
• Note: This software can directly feed into CRM systems to automatically alert customers to recommended services. These solutions are innovating and advancing rapidly. MPIs have been around for forever, but the new-age Video MPI software didn't exist until 2015.

Repair Order Management

Workflow Efficiency: Streamlines the creation, tracking, and billing of repair orders, reducing paperwork and errors.

• Customer Updates: Keeps customers informed on the status of their vehicle repairs.
• Examples: R.O. Writer , AutoFluent , MaxxTraxx ,
• Note: Integrates closely with labor time guides and parts inventory management for accurate quoting and billing. Small shops may have a "small shop DMS" of sorts, but may not have electronic repair orders (ERO) like larger dealership service departments do. Many small stores, dealerships included, are still giving paper repair orders to technicians, and some shops are giving even less information to the Technician.

Technicians that aren't able to use an ERO platform are going to be a lot less productive and will be more prone to "mis-communication", based on coaching feedback. ERO can be expensive, but the comparison of production output and the quality of the RO writing can be immediately seen after converting.

Payment Processing Systems

Secure Transactions: Offers secure processing of credit card, debit, and electronic payments directly at the service counter.

• Integration: Seamlessly integrates with DMS and repair order management software for efficient billing.
• Examples: NCR Corporation , Verifone , Ingenico , Worldpay , and First Data Corporation .
• Note: It's essential to use automotive industry-specific POS systems that cater to the unique needs of dealership operations, unlike general-purpose systems like Square or PayPal. Service Departments transact many times a day with amounts that can be in the TENS of thousands. A High-Value Service Manager will be thinking about processing fees to curtail expenses as much as possible.

Reporting and Analytics

Performance Metrics: Tracks key performance indicators (KPIs) such as service times, customer satisfaction, and revenue.

• Data-Driven Decisions: Empowers managers to make informed decisions based on comprehensive data analysis.
• Examples: Tableau , Google Analytics (for web-based analytics), Domo .
• Note: While most DMS platforms offer built-in reporting tools, standalone analytics software can provide more detailed insights. Tools like Time.ai from companies like Chameleon Limited come to mind. Software that helps Leaders make better decisions faster is almost always a win-win, but again, make sure you fully understand the software, before purchasing.

Hopefully, you found this overview helpful, or understand that there is someone you would like to share this information with so they can be more knowledgeable about our industry.

j.

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Disclaimer:

The information provided in this article is intended for general informational purposes only and is based on my personal experiences and insights as a mechanic and automotive industry professional. I am not a therapist, doctor, or highly educated analyst. The content of this article should not be taken as professional medical, psychological, or academic advice.

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