Introduction
There are a number of different service processes autoVHC supports in order to meet the demands of the modern car dealership. All the different processes work seamlessly within the autoVHC environment along with its associated hardware. Each part of the system has been tailored to suit the needs of all users involved in these processes. It’s this flexibility that makes autoVHC a truly world class product.
The Processes
The following processes make up the core of most Aftersales departments around the world. Some dealers operate just one type of process where others operate all three. autoVHC is designed to work with either one of these scenarios. The most commonly recognised processes are:
- Workshop Model Service Process
- Interactive Reception Model Service Process
- Split Model Service Process
The Workshop Model Service Process
This is the process most commonly used in the UK. Customers will generally drop their vehicles off at the dealer in the morning and return at the end of the day to collect it. In most cases the Vehicle Health Check is carried out by the technician and the process involves both the Parts Department and Workshop Controller. A customer will receive a call at some point during the day to notify them of any additional items identified and asked for authorisation.
The Interactive Reception Model Service Process
This process is most commonly used outside of the UK. Customers will be given a pre-booked appointment for which they will bring their vehicle to the dealer. The customer drives their own vehicle into an area called the ‘Interactive Reception Bay’ where they are met by a Service Advisor. The Service Advisor will then carry out the Vehicle Health Check with the Customer in attendance. Items requiring maintenance will usually be directly pointed out to the customer and a price given for rectifying the item.
The Split Model Service Process
This process is a combination or variation of the two processes above. Customers will usually be greeted by a Service Advisor at a pre-arranged time. The Service advisor then checks the Vehicle for a pre-defined number of items. A common Service Advisor check would include bodywork and tyre tread depths. The customer would then leave their vehicle at the dealership which would then be passed onto the Technician to continue the Vehicle Health Check. From this point this process follows the outline of the Workshop-Model Service Process.
So which Process is best?
There is no good or bad process. Most dealers’ process is influenced by the manufacturer or market in which they trade in. Each process has its own advantages and disadvantages; for what one makes up in efficiency it lacks in sales conversion. What is important is that whatever process is used, is followed strictly to enable transparency and consistency for both the Dealer and its customers.