Dealer Management Systems
Thanks to technology like the Internet, smart phones and social media, car buyers have more information and choice than ever before. Consumers have taken the wheel and they're not afraid to put their foot to the floor with this new-found power.
They're researching everything about your cars and prices and dealership before they ever step in your showroom. Their journey is not the old straight highway, but an unpredictable route that twists and turns as they gather information and evaluate their choices.
And even when you have acquired your new customer, are you doing everything you can to keep them? Any dealership that simply waves goodbye to a customer after their new purchase is missing a trick and practically kicking them into the arms of their competitors for next time around.
It’s never been more important to keep your customers engaged during their sales and service experience. In the Age of the Customer, the sales and aftersales cycle flow into each other. The relationship can't just be a "well, hello again" every four years; we need to look after our customers throughout what can be a lifetime journey with us.
This diagram is a step by step guide for how to deliver excellent customer service in your dealership, every step of the way.
Manufacturers and dealers need to maintain close relationships in order to achieve success. This is crucial in helping to increase operational efficiencies and productivity across the entire dealership.
For dealers, it’s essential to have immediate access to current manufacturer interfaces and keep up to speed with the latest pricing and margin structures to receive that all important OEM bonus. The pressure can be intense; any false move can result in a fine and impact on your bottom line.
Continue to build on long-standing manufacturer relationships
CDK Global integrates with more than 60 vehicle manufacturers and provides more than 250 manufacturer interfaces.
Seamless integration between manufacturer and DMS
Both Autoline and the Autoline Drive DMS are automatically populated with vehicle manufacturer data. DMS data is then in turn exported to the manufacturer’s systems in the correct format. CDK Global is committed to developing stronger manufacturer links than any other DMS provider.
Comprehensive manufacturer interfaces within your DMS
The main areas of integration focus around vehicle configuration and include billing, parts, service and accounts. These can include such interfaces as franchise data, vehicle consignment feed, parts price files, parts supersession history, warranty and CSI extracts.
Managing key finance activities including budgets and forecasts can be challenging, especially if you need to use a separate accounting system to your core DMS. Managing figures for various trading models or multi-brand groups can be a laborious task.
No matter what the size of your dealership operation is, the financial wellbeing of your organisation can be the difference between success and failure. As your business changes and you add new customers, employees, suppliers or even additional dealerships, you need to have a finance system that grows with you.
Autoline Drive gives you complete control over your organisation’s finances. The integrated accounts module provides an easy-to-view, real-time financial position of the group, an individual dealership, department, franchise or cost centre using a variety of flexible reporting tools.
You can easily view the financial position of your organisation with just the click of a button. You can access real-time point of sale and vehicle stock book figures easily without the need to manually print off the daybooks. Whether you are involved in purchasing, invoicing, supplier management, credit chasing, document management, budget management, financial analysis or reporting, Autoline Drive can help you stay completely in control.
Running a dealership using systems from different vendors can be time consuming and hard work. Moreover, manually retyping data can lead to lost or incorrect information from user error.
It really helps if all your systems are holding the same data and it can save a lot of time too.
Integration is key
CDK Global provides 3rd party integration with a selection of preferred partner vendors, allowing you to access all the latest information you need, on one system. Some of our key integration partners are in the following areas:
Full integration with our CRM means manual input is a thing of the past, data is automatically sent to your DMS so you can improve efficiency across your entire dealership.
As your business develops so too do your IT requirements. In today’s technology driven world, dealership processes can put a strain on your IT resources. Do you have need to upgrade your server as your business grows? Are you covered when systems go down? You rely on your IT to run your business, so efficiency and reliability are important.
Cloud Hosting from CDK Global: Always available, completely secure
Instead of managing all your IT applications yourself, let a cloud hosting company take the strain and run them from a secure data centre. Your Dealer Management System (DMS) can also be hosted in the cloud, making IT headaches and maintenance a thing of the past.
With Cloud Hosting (HSP) you can free up your valuable time to focus on your dealership and let CDK Global focus on looking after your DMS. You will never need to buy another DMS server, manage another upgrade or attempt to recover from a systems outage by yourselves again.
CDK Cloud Hosting has been developed with your dealership in mind. It is the only platform that has been completely customised to host your CDK DMS.
We maintain the highest level of security at our hosting campuses and also have built-in provisions for disaster recovery. This means that we can confidently operate a Service Level Agreement that provides 99.5% uptime.
Does your dealership use different systems for different areas of the business? Departmental siloes are a potential barrier to delivering an outstanding customer experience. If your departments aren’t connected, how can you be sure that the information you are looking at is correct? Your customers will see your dealership as one business, so you need to make sure all departments are truly connected.
One customer record throughout the system – that’s our promise.
Having a fully integrated database is crucial to your dealership success. Autoline Drive is a powerful business management tool that manages your end-to-end business processes across your departments. Drive integrates all of your business functions from Vehicle Sales, Vehicle Admin, Marketing & CRM, Finance, Aftersales, through to Parts.
The CRM database is at the heart of the system to ensure information is visible, accessible and shared. Once a customer’s information is entered into the system, their record moves seamlessly between the different dealership departments, ensuring you have a single, reliable view of every interaction with that customer. No re-keying from one database to another, no additional paperwork, and no lost leads. It’s time for a 360 degree view of your customer for every department.
Customers expect a first class experience. It’s critical to provide a fast and friendly response to all enquiries that come through, especially those on the telephone. Your customers deserve to have no long wait for their call to be answered, no hanging around on hold and certainly no phone numbers obliterated by spilled tea or broken promises to call them back. You need to make sure that every lead is managed in a consistent and professional way. Can you deliver?
Deliver a slick, personalised experience for your customers.
Integrated Telephony from CDK Global turns your phone into a computer-aided sales and customer service machine. It links your phone system with your DMS customer database, so your staff can manage customer calls with the perfect blend of knowledge, speed and friendly efficiency.
Only Integrated Telephony offers true, seamless integration with the Autoline Dealer Management System (DMS). You can give your staff their biggest edge yet: a way to provide 5-star customer service and make every call as effective as possible.
Great decisions start with great data. Do you need a single view of truth across your dealership groups or departments? Does every dealership in your group look at the same set of KPIs? More importantly, are you even paying attention to the right indicators? You may be missing critical data that could improve the profitability of your dealership.
It’s essential to have clear and accurate data.
Business Intelligence helps you make faster, smarter and more profitable decisions by collecting in one place all DMS data from your different groups. It displays all your daily data in clear, easy graphics: sales numbers, net profit, labour costs, vehicle turnover and much more.
Business Intelligence demystifies your daily operations. The big picture is presented in user-friendly charts, graphs and dials. Red and green ‘traffic lights’ and up-or-down trend arrows alert you to areas of the most success and concern. You see progress as it happens, day by day.
In short, Business Intelligence helps you see your data clearly, decide which actions to take, and then
monitor the results. That is a recipe for better performance and higher profits.
With your morning coffee or at the end of a busy week, you get a full "intelligence briefing" that shows just where you're having successes and where more attention is needed.
Welcome once again to the new Age of the Customer. Today's shopper is behind the wheel for a long road trip, not a short-hop commute. They know more, share more, and expect more than ever before.
The good news is, it's also a new age for dealers. You have new tools and new ways to server your customers and keep them happy. You have amazing new ways to reach them online and through emails and texts, along with the grand old mediums of television, radio and the handshake. You have better ways to care for their car and keep them informed after the sale.
And best of all, today those happy customers have a speaking platform they never had before. Give them a five-star experience and they will not only be back for more: they'll bring others with them.
Voice of the industry expert
BMW Park Lane London, share their expertise in providing a first class customer experience before, during and after the handover process.
What’s your name again?
David Loveday, International Product Manager at CDK Global, advises the best ways to delight your customers every time they call your dealership.