In the world of auto dealerships, it takes multiple pieces of software to make the “engine run” smoothly. In fact, there are so many systems running behind the scenes, it’s a bit astounding. In this post, I will briefly focus on the two major systems we use, what they should do, what they don’t do, and how a proper BPM can help.
We utilize a CRM system and a Dealer Management System (DMS for short) to run our business. The CRM is primarily used on the sales side, and the DMS is mostly used for service, accounting and inventory management. In our case, both systems are provided by the same company.
Let’s say you lease a car from us and bring it in for service several months before the lease is due to expire. The service ticket resides in the DMS – the deal created at the time of the lease resides there as well. However, the CRM is the piece of software that “knows” you are due for a new lease, and it has no idea your vehicle is in for service. From a marketing perspective, the current lease offers are a known entity. Automatically running the offers against your current payment could provide the service advisor an easy opportunity to say, “You know Mr. Johnson, your lease is almost up and you can get the current model year for the same monthly payment.” The systems required to perform these steps exist, but they are provided by other vendors for additional costs. In the past, we’ve even the discussed implementing the labor intensive process of printing a list of upcoming service appointments for the benefit of the sales team.
Reading through The “P” in Business Process Management and the Cirque du Soleil case study, I realized that through proper BPM utilization, our business can be more streamlined and efficient, and ultimately, more customer focused.
The data is there, just waiting to be merged and used in a better way. Do you experience similar pain points in your business?