When customer expectations are constantly rising, the role of automotive service managers like John Frazier has never been more critical. With over 18 years of experience under his belt, John has seen firsthand the impact that digital tools can have on service departments. Now, as the Fixed Operations Director for CDJR, Volvo, and BMW of Louisville, part of Automotive Management Services, Inc. (AMSI), John is leading a transformation that’s setting new standards for service excellence.
From Paper to Pixels: The Journey to Digital Transformation
John’s journey with myKaarma’s ServiceCart Premium Video MPI began at a pivotal time in his career. Initially a skeptic, having once represented a competitor’s product, John’s firsthand experience with myKaarma at AMSI dealerships completely changed his perspective.
“I threw away all of the paper Multipoints that we had in stock and said to the team, ‘This is it—you want to make a quote, and you want to do an inspection? It’s going to happen on myKaarma.’”
This bold move was about more than just adopting new technology; it was about fostering a culture of transparency, efficiency, and trust within the service department. The shift from traditional paper-based processes to a fully digital platform was met with some resistance, but John’s leadership and commitment to modernization made all the difference.
The Power of Video: Enhancing Transparency and Trust
One of the most significant changes that John implemented was the use of video in service inspections. By utilizing myKaarma’s ServiceCart Premium Video MPI, John was able to enhance the transparency of the service process, allowing customers to see exactly what was being recommended for their vehicles.
- Faster Approvals: Videos allowed for quicker communication of inspection results, leading to faster approvals and less downtime for customers.
- Increased Sales: The use of video in inspections led to an average increase of $430 per repair order.
- Enhanced Trust: Customers appreciate the transparency, which helped build trust and confidence in the service team.
“The transparency that was created was night and day from doing a paper inspection…we weren’t just selling, we were showing.”
Managing Change: Overcoming Challenges with Strong Leadership
Transitioning to a digital platform wasn’t without its challenges. John faced resistance from staff who were accustomed to the old ways of doing things. However, his approach to change management was both strategic and hands-on.
- Involved Leadership: John didn’t just mandate the use of myKaarma; he became intimately involved in the training and onboarding process, ensuring that every member of his team was comfortable and confident with the new tools.
- Tailored Training: By spending time with both advisors and technicians, John was able to address their concerns, particularly around the use of video in inspections.
“You need to be as intimately involved with and know the product as well as you expect your team to know it.”
His commitment to modernization didn’t just stop at implementation. John continued to refine the process, listening to feedback from his team and making adjustments where necessary. His leadership ensured that the transition was smooth and that the benefits of the new system were quickly realized.
The Results: A Case Study in Success
The results of John’s efforts speak for themselves. Under his leadership, the dealership saw:
- 350% Increase in Net Profit: The financial impact was substantial, with one dealership’s service net profit increasing from $200,000 to over $900,000 YOY.
- Higher Staff Productivity: By eliminating manual processes, John reduced stress among staff, allowing them to focus on their core responsibilities and increase their productivity.
- Customer Satisfaction: The transparency and trust built through the use of video inspections led to higher customer satisfaction and loyalty.
“myKaarma allows the advisors to stay in place, the technicians to stay in place, and maximize the time they’re at work.”
The Future of Service Departments: Embracing Digital Tools
John Frazier’s story is a powerful reminder of the importance of embracing digital transformation in today’s service departments. The automotive industry is changing, and those who are willing to adapt and innovate will be the ones who thrive.
For other dealerships still relying on paper-based processes, the message is clear:
“Find a way to get away from that…You can’t inspect what you expect with paper MPIs. There’s just no accountability, no measurement.”
By following John’s example and leveraging the power of digital tools like myKaarma’s ServiceCart Premium Video MPI, service departments can not only improve their operational efficiency but also build stronger relationships with their customers.
Key Takeaways for Dealerships
- Leadership and Involvement: Successful implementation requires active involvement from management. Leaders should be intimately familiar with the tools and processes they expect their teams to use.
- Training and Support: Adequate training and support are crucial for ensuring that all staff members are confident in using new digital tools.
- Customization: Choose tools that offer flexibility and can be tailored to fit the specific needs of your dealership.
- Embrace Change: Moving away from traditional paper processes to digital solutions can lead to significant gains in efficiency, profitability, and customer trust.
By following these best practices and leveraging the capabilities of myKaarma’s ServiceCart MPI, other dealerships can replicate the success that John Frazier has achieved at AMSI dealerships, setting a new standard for service excellence in the automotive industry.
Ready to Transform Your Service Department?
If you’re ready to take your service department to the next level, consider following in John Frazier’s footsteps. Explore how myKaarma’s ServiceCart Premium Video MPI can revolutionize your operations, increase profitability, and enhance customer trust.
Join the conversation on LinkedIn and share your thoughts on the future of digital tools in automotive service departments.