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Roanza find paperless salvation through lockdown

Roanza find paperless salvation through lockdown

At the time that the country went into lockdown, James Reed of Roanza Truck and Van was two sites into an eight site roll out of a new digitised job pack system designed to transform the Mercedes Benz dealership’s aftersales operations. We spoke to James who shared his unique view of the Covid 19 crisis as a man on a mission to transition his dealership to paperless during lockdown.

“We were always planning to do the implementation anyway, and then what happened, happened. The lockdown is not hindering us. As an aftersales department, we’re still open because we look after ambulances, bin wagons, and most of the supermarkets with Mercedes' vehicles, so we’re not fully open but have never really dropped below 50% our normal capacity.”

Whilst everyone in the sector grappled with the unknown, James and the team were facing a near unique challenge. “There was a bit of a fear, can we roll this out while we’re at half capacity? But we made the decision to go for it and plough on. In reality, it’s helped us as peoples’ expectations are a little lower and we’ve trained people on the job when normally we’d have pulled people off half at a time.”

“I’ve been training people via Zoom, and it’s worked. It’s allowed me to work a bit quicker on the project implementation than what I would have done because we’ve not had to think about who’s going to cover who for half an hour, we’ve just sort of gone for it.”

“My view is, when we do fully reopen, we’ll go back to our normal standards but we’ll be working a lot better because we’ll be working digitally in mstore.”

How mstore supports aftermarket operations in lockdown & beyond

At the beginning of lockdown, most of Roanza’s sites were still operating with paper. “We wanted the bare minimum on site like mechanics and some front office staff to see the vehicles in. Initially, we started sending paperwork home for people to process. We were physically having someone dropping the paperwork in the front garden. It was working, but it was not efficient or fast.”

“As soon as we got mstore installed at a dealership, whoever did the processing did not need the paper. Their jobs became infinitely easier because the job packs were digital on mstore. If we’d gone live earlier in the year, we’d have been in an even better position with all sites paperless. It would have been a bit less painful, we could have sent more people home quicker without having to worry about how they could do their job.”

“When people do return, they’ll be coming back to a site that’s already in the swing of things. I’ll go down and train them of course, but it’ll be a lot easier to fit in because everyone around them is already doing it and they’ll be able to ask staff around them questions. I’ve already built the support system. In a strange way, it’s working ok for us.”

“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.”

“What it’s probably taught us is, when all of this is over virus-wise, we might actually allow people to continue to work from home or be a bit more flexible. We could say to people if you need to be home on a Thursday because there’s no after school club, we know that because it’s digital, you can now work effectively from home as if you were sat in the office. mstore will allow us to do it properly.”

James believes that paperless is the way forward for the sector beyond the lockdown. “Currently about 90 - 95% of the documents we generate go straight into mstore, more when we digitise job cards and write ups. It never gets printed off physically. Without that you’ve not gone digital or greener, it’s the emperor’s new clothes- you’re kidding yourself that you’ve gone digital.

Read the Roanza case study here.

Find out more about transforming your sales, service and more in dealerships here

 

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