VHC Touch keeps things moving for waiting customers
Mill Garages have been one of the most recognisable dealership groups in the North East of England since 1947. Their name is synonymous with Volvo, having represented the franchise since 1965, and they have enjoyed a working relationship with CDK Global for 15 of those years.
While piloting the One Hour Stop system for Volvo, service manager Paul Trainor realised one big way that the service could be improved. “It is now called Volvo Personal Service and it meant that you had two technicians doing one service so it’s much faster, more efficient," he says. Customers who chose to wait were promised their cars back in a reasonable waiting time.
Paul realised that if the service could be completely automated, it would make it more efficient for both the business and the customer. That's when he talked to CDK Global about VHC Touch.
The speed and efficiency is great, which is effectively what this branch has been about for the last 18 months. All the little changes can create a lot more time for technicians to sell in the month. I’m very happy with it. - Paul Trainor Service Manager
Designed for mobile tablet devices, VHC Touch guides technicians and service advisors through the VHC process with the latest touch-screen technology. The entire workflow can be completed on the tablet, including the presentation of a quote to the customer for authorisation.
One particularly helpful feature for Mill Garages is the tyre tread depth recording. It generates a service invoice on the CDK Global system and a copy of the VHC print for the customer, so any future correspondence with the customer can be referenced back to this. No need to ‘fish’ through the archives for details.
Mill Garages did have some concerns of how its workforce might adapt to using a tablet system. But it didn’t take long for everyone to appreciate the new workshop process, says Paul Trainor. “I said to my workforce, ‘Tolerate the change for at least a couple of months and I bet you look back and think, 'Why they hell didn’t we do this before?' That’s exactly how it went and it has just become second nature."
VHC Touch has helped Mill Garages improve its service. In more ways than one: A first successful sales period after the introduction of VHC Touch meant Mill Garages had to be seen to be improving on these figures the following year, and this challenge has helped the team look into extra ways of creating revenue, including smart repairs and valets.
“The speed and efficiency is great, which is effectively what this branch has been about for the last 18 months," says Paul Trainor. "All the little changes can create a lot more time for technicians to sell in the month. I’m very happy with it.”