How to get employees to accept new technology
by Sandi JeromeSandi Jerome Computer [email protected]
“ If you teach a monkey to press the Ctrl key, he’ll happily press it all day for a treat. Teach a human and they’ll say, “but on my old system I used the shift key”
Law of Employee inertia – employees will continue in their current state unless they are encouraged to act otherwise
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Technology committee◦ IT director◦ Controller◦ Parts Manager◦ Internet Manager◦ General
Manager/Dealer
Mission Statement: The Technology Committee is the forum for reviewing, evaluating, and recommending strategies, plans, and policies for dealership information technology. The specific elements of the committee's charge include: Identify strategic directions, capabilities, and objectives IT support, including learning technologiesIdentify opportunities where IT can help achieve the dealership’s goals and recommend prioritiesEnsure a coordinated implementation of the dealership’s IT projects and initiatives
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"I hear and I forget. I see and I remember. I do and I understand."
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Manuals, Knowledge-base, FAQLive instructionOne-on-oneLevels;◦Level 1 – Data Entry◦Level 2 – Search, Report◦Level 3 - Results
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What is the best way to train your employee to use the DMS better?
List of used vehicles over 60 days old
Customer’s service history
Expenses over $500
Where did they come from?
When was the last time they had their tires checked?
Which ones have increased over the past year?
Can you make it fun?Can you make it fun?
Integration with factory Reduced innovation Getting better with Star Standards
30 years of limited choices Uses want it to be the same Keyboard/form-based systems
Integration with “modules
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Cost, cost, cost – need 30% savings CRM needs◦ Integrated vs. Interfaced◦Access to the data
Contract is up◦New contract is too long or costly◦Contract is too complicated
Outgrown the system
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Take this Quiz
1. Stable workforce2. Controller /Parts manager “on board”3. IT director/manager to help4. Cost savings – 30%5. Your data can be converted – not archived or held captive6. Your CRM is not held captive by their server
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Budget range Technology needs – what can’t you live
without? – Case Study;◦ Multi-company◦ CRM interface/integration◦ Report writer – with Excel output
Technology Budget High LowRetail Units 200 75 Employees 80 35
Core DMS system 125.00$ 50.00$ Users (less CRM) 55 25
Total 6,875.00$ 1,250.00$ Parts Catalog 1,200.00$ 750.00$
Other (forms, credit bureau, etc.) 4,500.00$ 900.00$ CRM Software 75.00$ 50.00$
Users 25 5 Total CRM/BDC 1,875.00$ 250.00$
IT/PC Support per user 75.00$ 25Monthly 6,000.00$ 750.00$
Total Monthly 20,450.00$ 3,900.00$ Annually 245,400.00$ 46,800.00$
Other Industry Guidelines 9,000.00$ 2,000.00$ Users 80 30 Total Annual Budget 720,000.00$ 60,000.00$
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Payroll - distributionPayables – Checks, one per vendor
Stock transfers, “views”◦Parts◦Vehicles◦Combined reporting
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Most important….Customers!
Combined “view” of Customers – one file
All vehicles purchased at
any dealership, repair orders,
parts
Access to your main database files and transactions with security
Ability to select fields, criteria Export to csv, XML, Excel
1. Prospect and Lead Management2. Contact management of actions,
letters, emails3. Data Mining of your sold customer
database for service/sales
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What are Tier providers?
Tier 1◦ADP, DealerStar, R+R (ERA and Power)
Tier 2◦DealerTrack/Arkona, ACS, Auto/Mate, MPK,
DealerBuilt, PBS, Quorum Tier 3◦AutoSoft, System 2000, DPC, DDS
Case Study: Based on CRM/Multi-Company/Report WriterBased on CRM/Multi-Company/Report Writer
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Parts scanners Driver’s license scanners Labor time guides Service pricing guides Internet site - inventory Internet leads Titling Audit – CPA firms Sales tax reporting Credit Bureau
• Service Scheduling• Appointment Scheduling• F&I Menus• Desking• Contract submission• Rental vehicles• Data warehousing• Automated parts picking• Parts locaters • Parts catalogs
• Service Scheduling• Appointment Scheduling• F&I Menus• Desking• Contract submission• Rental vehicles• Data warehousing• Automated parts picking• Parts locaters • Parts catalogs
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What do you really
use?
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Financial statement Parts orders Warranty submission Parts tapes Labor time guides
But how much does it cost you?
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Combine technologies; CRM, DMS, Payroll Use a company that has fixed pricing Avoid annual price increases by considering
a contract and read your contract Understand EVERY item on your billing Compare the pricing on items you can buy
elsewhere ◦ Printer ribbons◦Credit bureau fees◦ Paper, toner, forms
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Required? Space, Speed Newest versions – will you
use these features
Watch the “it will cost less” pitch!
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Take the “can you change?” test again Pick a perfect date; end of quarter, no vacations,
no other major changes Make a training plan (not too early, not too late) Determine a “go-no go” date and how to access Document what data will be converted Backup data that won’t convert; GL detail, parts
sale detail Consider steps; Parts and Service, Sales, Payroll
25 Repair orders25 Parts Tickets25 Car deals25 Checks25 ReceiptsParallel payroll – 2 runs
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Use their support website Be clear ◦Screenshots◦Examples; On job 3700 when I bring up repair
order CV120330, the customer address2 field shows Suite 36 instead of 362. Instead of “customer fields are too short.”
Keep your own support log
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Sandi Jeromewww.DealerStar.com
Phone 360-406-5062 x 706Fax 503-715-5600
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