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Insights & inspiration for dealerships on operating in a new normal

Insights & inspiration for dealerships on operating in a new normal

These may be unprecedented times for car dealerships, but retailers and aftersales teams we’ve spoken to are getting creative with some smart innovations, getting the job done with fewer staff, and leveraging technology to adapt to a socially distanced, new normal.

Deal files, required regardless of whether cars are sold online or from the showroom, can be processed remotely from home or by staff practicing social distancing on site. Digital versions of all relevant documentation are accessible by relevant staff members and external auditors via a log in, and the whole process managed and controlled effectively this way, removing the requirement to pass physical paper and files between people, desks, storage and sites.

This flexibility is proving invaluable even as dealerships start to unfurlough staff, as many are unable to secure childcare and can remain working from home.

One customer we spoke to that has already embraced the flexibility of working paper-free, has set up their showrooms with sanitised ipads and styluses to enable inhouse completion of sales within current public health guidelines. mstore users such as this, are well placed to adapt to new conditions and can still welcome and serve their customers in their showrooms safely. Completing the sale onsite also removes the potential risks associated with online selling, including the requirement for a cooling off period. Dealerships can continue to build more relationships, trust and loyalty with their customer base, not least through confidence building trading practices that keep them safe.

Some of our customers report that their service operations are busy keeping vans and commercial vehicles on the road to deliver essential services. mstore users in aftermarket teams are able to work from home to process warranty documentation, stay on top of claims, handle customer queries and manage service operations.

“We’ve got quite a lot of people working remotely from home at the minute. We always had a plan for mstore to fit into that. The sites where we’ve got mstore, because the job packs are digital, it’s perfect.”

James Reed, Roanza Truck & Van Read the case study here

 

In fact, digital ways of working have been proven to benefit the entire dealership with mstore. Andrew Tullie, MD of Soper BMW reported back in March that;

mstore is helping some of our key workers finish off tasks from home and do what they can to keep the business ticking over.”

Read the Soper case study here

Inevitably, some dealerships are considering reducing headcount. Being able to do more with less with mstore also facilitates this option as it has been proven to require fewer people to complete the same processes. Of course, freeing up staff can also be put to use improving customer service, ensuring all calls are answered, or undertaking those long awaited strategic projects all of which can help to secure a strong business moving forward.

Donnelly Group is one such dealership group that has benefitted from substantial reductions in resource requirements in traditional, paperbased roles.

“mstore has brought so many efficiencies and time savings. Staff can access the information immediately. There’s no time spent or wasted, so there’s a direct cost saving.”

View case study video.

Smart hardware can also contribute to more effective working and positive customer experience through current restrictions and into the future. Fujitsu’s front loading fi-800 ID scanner featured on Arena’s Tech Jam stand at November’s AM Live, enables the customer to self-service when they arrive on site for a test drive. They simply scan their driving licence themselves within the showroom, and the file is automatically delivered to a preprogrammed destination. Watch a demo here

Also at AM Live and sharing the Future Dealership Zone with mstore were autopoint lockers from eDynamics ideal for customer self-service within service operations.

The challenges for the sector may be unprecedented, but there are technology partners out there like Arena with proven solutions ready to help dealerships adapt to safe and successful working practices. Creating a safe, successful digital dealership that provides confidence to customers, staff and management alike, does not require dismantling the traditional bricks and mortar dealership and throwing the baby out with the bath water. And for those looking to adjust their business model to increase reliance on online sales, mstore is there to process deal files and documentation safely and efficiently too.

Regardless of the steps you decide to take, the Arena Automotive team wishes everyone a safe and successful emergence from the current crisis.

Please do get in touch for more information, demonstration or advice, email: automotive@arenagroup.net tel: 0344 863 8000, or browse the links available here for more inspiration.

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