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“Igniting your Service Execution”

“Igniting your Service Execution”. Richard Holland President MPi. Agenda. Introduction Getting smart about service… The I’s have it… Welcome… ‘Text me’ Now I see…. Q&A. Introduction. MPi, division of SRS - privately held Four aligned companies Rich Holland

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“Igniting your Service Execution”

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  1. “Igniting your Service Execution” Richard Holland President MPi

  2. Agenda • Introduction • Getting smart about service… • The I’s have it… • Welcome… • ‘Text me’ • Now I see…. • Q&A

  3. Introduction • MPi, division of SRS - privately held • Four aligned companies Rich Holland • 36 Years Automating Auto dealerships • Founded Arkona (now DealerTrack DMS)

  4. Getting smart about service - Headlines then…

  5. Getting smart about service - Headlines then… results today New‐to‐3 year old vehicles declined 15M units over last 6 years

  6. Getting smart about service - Headlines then… results today Vehicles 11 years and older have increased by 13M units

  7. Getting smart about service - Headlines then… results today Vehicles on the road under warranty declined by 10% over last 10 years

  8. Getting smart about service - Headlines then… results today Length of Ownership 53months (2010) (2007) 34 months (2001)

  9. Retain & Inform Getting Smart about Service

  10. Getting Smart about Service

  11. Getting Smarter about Service Getting Smart about Service Iis for

  12. Getting Smarter about Service Getting Smart about Service R is for Retain

  13. Getting Smart about Service What do we do?

  14. What do we do? Getting Smart about Service Embrace the new reality

  15. Growth of Ipad’s The i’s have it…

  16. Growth of Ipad’s The i’s have it…

  17. Growth of Ipad’s The i’s have it…

  18. Growth of Ipad’s Actionable item #1 Go wireless • VPN for DMS • Public for waiters • ‘MyDealership Courtesy’ • Agreement to terms • Content filter • Commercial Grade • Blanket Coverage • Lot’s of vendor options…

  19. Growth of Ipad’s Welcome… • In the lane • Menu’s, Maintenance Schedules • Previously Declined • Photo evidence

  20. Growth of Ipad’s Actionable item #2 Greet in the lane • Greet by name • First “C” • Walk around inspection • Inform • Menu’s • Vehicle History • Expectations • Telematics

  21. Growth of Ipad’s Text me… • Communicate on their terms • Inform • Layman terms • Legitimate repairs • Estimate of work • Empower the owner

  22. Growth of Ipad’s Now I see… • Inform • Portal for clarity • Photos • Inspection • recommendations

  23. Growth of Ipad’s Actionable item #3 Communicate • Inform • text • PURL • Social Network • phone

  24. Growth of Ipad’s Now I see… • Inform • Portal into execution • workflow • metrics • Stake holder Communication • actionable

  25. Growth of Ipad’s Actionable item #4 Find Opportunities • Inform • Identify friction points • Promote teamwork • Don’t wait for a financial

  26. Growth of Ipad’s Recap • Need to retain focus on service • ‘07-’10 impacts still felt by service • Create and I&R Department • Inform • Retain • Go wireless • VPN for personnel • myDealership Courtesy • Greet in the lane • Their ‘C’ first • Inform • Communicate • Their preferred method • Inform through portal • Find Opportunities • Analysis • Notification

  27. Growth of Ipad’s THANK YOU

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