The pressure on aftersales is growing. On the one hand, there is an (apparent) shortage of skilled personnel. On the other hand, fixed costs are high and employees experience a high workload due to the amount of work available and changing consumer behaviour. Partly due to inefficiency within the traditional after-sales process, the billed hours per mechanic decreased from 1,353 hours in 2017 to 1,339 hours in 2018. This resulted in an absorption ratio (coverage of fixed costs by the after-sales activities) of 75%, while, with the meager margin on sales, 90% is desirable.
When we start to observe the after-sales process, we see that 40% inefficiency arises within the process. This is partly due to unnecessary waiting, walking, writing, explaining and transferring. In addition, we only what the car came in for, which causes repeat visits too often. This makes the customer suspicious and therefore less loyal. How can we solve this I hear you think…
The key to a more efficient and effective aftersales process is the Claire working method, supported by a digital aftersales process and effective customer and market communication. Using the Claire working method, the Claire software helps the employees to always do the work properly and completely in 1x. Mechanics are constantly looking better, seeing more and recording transparently, supported by photos and videos. This enables us to proactively guide the consumer in his/her choices. This offers direct commercial opportunities and very satisfied customers.
What is the result?
More peace of mind in the work process, so more rest on the work floor and more time for the customer, which leads to higher customer satisfaction. More turnover per workshop passages and an improvement of the wage-parts ratio from 1:1.1 to 1:1.4. A higher efficiency whereby 1650 invoiced hours per mechanic is the rule rather than the exception. Are you counting?
Start your transformation from ad-hoc, chaos and history to structure, potential and realization now! Towards a digital aftersales process!