Many dealership managers are already planning for the upcoming year, and it’s essential to determine which reports, indicators, and metrics will be crucial for achieving success in each department.
In this article, we review the key data Autologica suggests should be analyzed.
You can read the first part of this article from this link if you haven’t already done so.
Reports
5. Labor sales by customer type
My best customers always come back… don’t they?
In many cases, dealers realize that they are losing their best customers when it is too late, and they are no longer coming into the dealership. This is where the Latest Customer Purchases report comes into play.
The difference between addressing the problem reactively (when the customer already shows signs of drifting away) and proactively (tackling the issue at the first symptom) is significant. With the data available to dealers, it is advisable to dedicate time each week to create a list of customers who are no longer making purchases.
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Do customers always pick up their vehicles immediately after service?
Protracted vehicle stays in the workshop can lead to issues such as reduced capacity to service other vehicles, dissatisfied customers, and inefficiencies. To address this issue, the Repair Order Billing Cycle Control report identifies internal delays between job completion and customer billing.
If you use Autologica Sky DMS, we recommend generating this report and analyzing the information to improve your service processes and free up work bays as soon as possible.
How often do you update parts prices?
Parts prices are often subject to frequent updates, especially in economies affected by inflation. This report helps identify parts whose prices have not changed over a specific period of time.
It’s essential to remember that not updating parts prices incurs a cost, even if it’s minimal in some cases. Therefore, it’s advisable to regularly check this report periodically.
Are my service customers punctual?
It’s important to address the issue of customers arriving late at your workshop, as this can lead to delays and dissatisfaction among punctual customers. To address this problem, it’s essential to measure first.
The Service Statistics report provides valuable data, including appointments with and without prior scheduling, punctual and tardy customers, and the number of canceled appointments. This information is fundamental for maintaining an organized workshop, which, in turn, translates to a better customer experience.
To what types of jobs do your technicians allocate the most hours? Are we making the most of each hour?
To answer the first question, we propose the Labor Sales by Customer Type indicator, which analyzes the composition of labor sales and reveals the most profitable types of jobs. This allows you to identify whether technicians spend most of their time on customer, internal, or warranty work. To improve this indicator, service advisors can be trained to generate more jobs for each repair order.
As for the second question, another indicator called Effective Labor Rate is used, reflecting the workshop’s actual profitability. The ELR is calculated by comparing actual labor sales with the maximum potential. Establishing an ELR goal, continuously analyzing it, and developing strategies to improve it are key practices for increasing profitability and managing a successful workshop.
Conclusion
Successful managers leverage their data as a springboard to implementing actions that drive dealership growth. For more information, visit our website or get in touch with our team.
