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post #1 of 3 (permalink) Old 08-17-2015, 04:45 AM Thread Starter
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Lightbulb Potential Returns for Expanding Service Operations

FCA takes guesswork out of dealers' weighty decisions
Dealers can crunch service op numbers

August 16, 2015

DETROIT -- Fiat Chrysler on Monday will introduce an online analyzer that enables dealers to forecast potential returns from expanding their service operations.

FCA US believes its roughly 2,600 Chrysler, Dodge, Jeep, Ram and Fiat dealerships need to add 5,000 service technicians, 1,200 service advisers and about 6,000 service bays by 2018 to keep up with growing consumer demand.


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The reason: Growing sales and hundreds fewer dealerships than before bankruptcy -- along with millions of recalled vehicles to fix -- can mean long waits for service and potentially unsatisfied customers at FCA US dealerships.

The analyzer uses a dealership's existing service numbers, along with registration data that map active and inactive customers within a geographic region, to paint a picture of the dealership's service operation.

Then, the user is able to change various inputs -- adding or subtracting technicians, changing techs to four 10-hour weekly shifts or three 13-hour weekly shifts, or adding service bays -- to see how the costs and potential revenues from the department are affected.

The analyzer also lets dealers see the potential financial impact of improving the percentage of customers still coming in for service one year after purchasing new vehicles. Now, almost two-thirds of customers who buy new vehicles from FCA US dealerships are no longer visiting the dealerships for service one year after purchase.

For dealerships, expanding service departments can be an expensive and complicated proposition. If land is available to allow for an expansion, most dealerships would require local government approval to add service bays.

If the land is available and government approvals can be won, the dealer still faces the challenge of hiring enough well-qualified service technicians to staff the added service bays and the service advisers to fill them with customers.

In some cases, says Pietro Gorlier, the global head of Mopar, the best answer for a dealership to expand its service effectiveness may not be adding service bays but adding service hours.

"The number of investments being made by our dealers [already] in brick and mortar is huge, and this is happening organically. But I don't want to show up and say, 'Now you need to change the facility because you need'" greater service capacity, Gorlier explained. "Before you get to brick and mortar, you have hundreds of opportunities to make the process more efficient, to use the technicians that you have better."

FCA US' recent spate of large recalls -- in 2014 it recalled 8.8 million vehicles, and through July 2015 it had already recalled another roughly 9.7 million vehicles -- is exacerbating growing demands on dealer service operations.

So far this year, Gorlier said, FCA is making strides on its long-term goals. In 2015 alone, the automaker's dealerships have added a net of 1,300 service technicians, more than 700 additional service advisers and the equivalent of almost 600 additional service bays nationwide with construction and added shifts, Gorlier said.

Gorlier has long championed Saturday and even Sunday dealership service to increase profits and customer satisfaction of dealers' service operations.

The analyzer also can show dealers what adding additional weekend service hours will look like on their bottom lines.
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post #2 of 3 (permalink) Old 08-17-2015, 08:46 AM Thread Starter
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Enhance Customer Experience









Mopar Helps Dealers Enhance Customer Experience with New Service Capacity Tool


New Mopar Service Capacity Analyzer assists FCA US dealerships in planning and handling current and future customer service demands
Dealers can assess their current service capacity, forecast and adjust metrics and implement needed changes
The new tool enables dealers to improve operational efficiency and customer satisfaction

August 17, 2015 , Auburn Hills, Mich. -

Mopar is introducing a new "crystal ball" to assist FCA US dealerships in preparing for and predicting the best strategies for enhancing the customer experience, both now and in the future. The Mopar Service Capacity Analyzer is a powerful new online tool that helps dealers to assess, plan and implement changes to the number of technicians, technician hours, stalls and much more to better service customers.

“Providing a great customer experience is at the core of what we do," said Pietro Gorlier, President and CEO — Mopar Brand Service, Parts and Customer Care, FCA. “That is why this year alone we have supported the addition of more than 1,300 technicians, 700 service advisors and 500 service bays in our dealer network, which overall is well ahead of our targets. Now, the new Mopar Service Capacity Analyzer offers dealerships a 'road map' to more efficiently utilize these resources by forecasting customer needs out to 2018 based on dealer-specific parameters."

The algorithm-based Mopar Service Capacity Analyzer allows dealers to adjust physical capacity metrics such as number of technicians/service advisors, technician available hours and stall numbers, to match projected service lane traffic. The dealer can create scenarios and evaluate the changes needed to reach the optimum level of service.

Dealerships can also examine operational efficiency and identify opportunities for improving existing processes and eliminating waste or inefficiencies. A summary page allows quick comparison of how hypothetical plans stack up to current capacity statistics.

Mopar also offers tools to help dealerships implement service capacity changes. The brand is launching a new Service Capacity Guidebook as part of the Service Capacity Analyzer to assist dealers in seizing existing opportunities while avoiding the pitfalls of a crowded service lane.

Additional initiatives designed to expand dealer support of the customer experience include the Technician Warranty Exemption Program and Shop Competency Program, which help dealers become more flexible in workflow throughput. The Mopar Career Automotive Program (CAP) works in partnership with automotive tech schools to provide dealerships with a pipeline for recruiting trained and skilled technicians.

"The customer journey is about Mopar partnering with our dealers to ensure that we have the tools, the people and the plan to continue to serve those who drive us," said Gorlier.

Rick

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post #3 of 3 (permalink) Old 08-17-2015, 08:49 AM Thread Starter
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Mopar Launches Service Analyzer

Mopar Launches Service Analyzer

Published on Aug 17, 2015

The Mopar Service Capacity Analyzer helps FCA dealers gauge the efficiency today of their service department, and simulate future needs for service bays and technicians based on estimated sales.

Rick

Nitro Year: 2007 (1 of 91,815 sold in 07)
Nitro Model: R/T 4X4 Stone White
CAT-BACK Exhaust, CAI, Projector Head Lamps
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