Expert line up at AM Live shares insights on getting digital done
Richard Wells joins the speaker line up at AM Live, sharing his expertise gained through working closely with Arena customers to digitise their businesses, and dealerships in particular.
In my role as a digital services consultant, I have worked with many businesses to help them to better understand how they can adopt new technology in the ever evolving way in which we now conduct our businesses and interact with customers. Freeing up staff from the traditional office and desk environment is a key part of this digital journey. Allowing your colleagues to access the up to date information that they need is crucial in allowing them to make informed decisions in a timely and efficient way.
With the recent change to more home and distance working, now more than ever is changing the way in which we work and for some will become a normal part of our working environment. It’s not just home workers who benefit, but the business can start to look at centralising some roles and functions which traditionally would be difficult to do with a paper process.
With any change we must consider how to give secure and audited access to the people who need it and give the business reassurance that information is only being accessed be those authorised colleagues. Working digitally allows your working practices to change for the better, such as for group audit and compliance, allowing this to be done more regularly and even whilst the sale is in progress. With this approach the biggest effort can be spent on those problem areas, rather than having to physically visit every site and area of the business.
Streamlining processes can take many forms, from removing the mundane, to the efficient use of your colleagues’ precious time, in both reducing the amount of effort to access the necessary information and also limiting colleagues double checking tasks which may have already been done. Savings of over 50% aren’t uncommon and these can be easily achieved with a digitised process.
Our customers have provided some real world feedback in their usage of mstore with comments such as:
“By changing the way we work through mstore, we can now allocate adequate time with each customer to deliver outstanding service and of course maximise every visit and convert the opportunity well."
Read the Sandown Mercedes aftersales case study
“I’m saving one person per year simply to chase sales paperwork. With mstore, we can be better, smarter and make the job more interesting”.
Traditional post is also evolving and we need to embrace the fact that the business will still receive many physical items, but how do we ensure that this doesn’t become a burden? By digitising inbound post as soon as it arrives in the busines, you can ensure that you keep a track of what is arriving and route this to the most appropriate colleague quickly.
For everyday things, like managing customer complaints, having a digitised process allows the business to keep a track and handle these more easily, as reputation now more than ever is key. Social media allows your customers to share content easily, which may be misleading and taken out of context but could easily material affect your business.
The world of paper isn’t quite dead, but we are moving to a more digital world so it seems madness that one of the smartest pieces of tech around, your car, has a sales PAPER process at all.
Digitising isn’t just going digital, it’s about being able to securely store all the information in an easily accessible way, which can be audited and remain compliant through its life cycle.
Traditional paper mountains should be a thing of the past, both freeing up space and the management of paper. A customer recently told me about their business having to pay PPI claims, not because they’d done anything untoward, but because they couldn’t find the evidence dating back many years. Future claims will be thought up, so the business needs to prepare itself against unforeseen events and speculative litigation.
mstore is the glue which pulls all these pieces together, from your sales systems to emails and letters. Digitisation is a journey which the Arena team has helped many customers from a broad range of sectors along, and continues to do so.
Join Richard and other experts sharing insights at the AM Live speaker session:
SAVED COST | SAVED TIME | SAVED SPACE - Getting digital done.
Find out more about mstore for automotive here
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