ADP Dealer Services, a leading provider of computing solutions to
vehicle dealers and manufacturers, today announced that it has
launched a new Retail Service Workflow solution -- ADP
ServiceEdge(SM) -- to its automotive clients in the United States.
ADP ServiceEdge was launched in response to key trends emerging
in the automotive industry, and specifically in the dealership
service area: 1.) While vehicle sales are improving, the age of
vehicles on the road are at a record high ("Average Age of Vehicles
Reaches Record High, According to Polk," RL Polk & Co). 2.)
Because of this aging fleet, there is less available warranty work
for dealers, so there is an increased focus on customer pay
revenue. 3.) Buyer behavior, given the advent of user experiences
driven by changes in online shopping and the prevalence of mobile
tablets in retail, has obviously changed. 4.) Dealerships are
continuously looking for ways to increase the productivity of their
personnel who interact with their customers.
These trends are causing dealers to search for technology that
helps them implement service processes that are fast, easy, and
efficient for not only their customers, but also their staff. This
is in response to how consumer behavior is changing. The idea of a
mobile-driven, self-service, always connected consumer is
pervasive, and not just among the Millennials. Trends such as the
reliance on mobile technology and self-service appointment setting
made standard by other online retailers are making their way to
dealerships.
"In response to these trends, ADP ServiceEdge was built on the
principles of simplicity, productivity, and to provide a shared
experience for both the dealership and the customer," said Justin
Sprague, a Senior Director of Product Marketing for ADP Dealer
Services.
ADP ServiceEdge's appointments module offers an online
experience modeled on popular shopping sites, where customers can
login, see past order history and suggestions, and place an order
in a few clicks. With ADP ServiceEdge, each customer gets their own
online portal. They can view past denied work and suggested
maintenance, and can "order" service online by setting up an
appointment.
All of the customer's information is tracked and synchronized
across the dealership -- from the customer's portal, to the service
advisor's mobile device, to the technician performing the lift
inspection. Because ADP ServiceEdge combines appointment setting,
lane write-up and inspection all from one vendor, as well as
communicates with the ADP Drive Dealer Management System,
information flows through each step of the process, increasing
productivity for dealership staff.
"Now, dealerships can use a single workflow, from one vendor,
where each piece talks to each other piece," Sprague continued.
"Dealers won't have to worry about double-booking or losing
appointments, since scheduling options will run through one
system."
Can Cut Two Minutes from the Service Write-up
Process
After setting up the appointment online -- and perhaps receiving
a text reminder -- the customer brings in their car. Because
dealerships in the past have used disparate systems, they are
losing the opportunity to up-sell while the customer is in the
lane. But with ADP ServiceEdge's intuitive interface, the Service
Advisor can use a tablet to greet customers at their vehicle, and
view the customer's information, such as vehicle history, denied
work, and recommended services. Writing up the ticket in the lane
can usually take more than 2 minutes, but with ADP ServiceEdge, it
can be done in about 30 seconds. The overall time saved can be used
to spend more with the customer doing a walk-around of their
vehicle or move customers through the lane faster.
A walk-around allows the Service Advisor to note scratches and
dents. Not only does this help protect the dealer from claims, it
has proven to lead to more dollars and hours per repair order. A
J.D. Power study showed that only half of service advisors walk
around the car but only 1/3 offer any additional services
("Customer Satisfaction Index Study," J.D. Power & Associates).
But if they offer them, nearly half of all customers accept the
additional service.
Once the vehicle is on the lift, not only is the ADP ServiceEdge
Inspect module a full lift inspection solution, but it also
provides effortless interdepartmental shop communication,
professional customer facing vehicle health reports and full
performance and accountability. ADP ServiceEdge makes it easy for
the technician to view all of the customer information, to give
dealerships yet another opportunity to increase service and parts
dollars by once again following up on declined repairs.
ADP ServiceEdge also enables dealerships to improve their
customer relationships throughout the entire selling lifecycle.
Dealerships providing a superior service experience now are far
more likely to get that customer in for service again, and later to
buy another car. Just setting up that first appointment with the
new car buyer helps immensely. The same J.D. Power study found that
if a dealership sets up the first appointment, 90% of the customers
will come back for service to that dealership, versus about a
quarter if you don't set up that first appointment.
Sprague said, "ADP ServiceEdge is designed based on how
dealerships interact with their customers, and is about improving
that experience for everyone. We are looking to use our innovative
technology to help our clients give their customers a better
experience. If they have a better service experience, they are more
likely to return for service, and eventually, to buy another car.
Only ADP can help foster this relationship throughout the customer
lifecycle."
About ADP Automatic Data Processing, Inc.
(NASDAQ: ADP), with about $10 billion in revenues and about 570,000
clients, is one of the world's largest providers of business
outsourcing solutions. Leveraging over 60 years of experience, ADP
offers a wide range of human resource, payroll, tax and benefits
administration solutions from a single source. ADP's easy-to-use
solutions for employers provide superior value to companies of all
types and sizes. ADP is also a leading provider of integrated
computing solutions to auto, truck, motorcycle, marine,
recreational vehicle, heavy equipment, and agricultural vehicle
dealers throughout the world. For more information about ADP or to
contact a local ADP sales office, reach us at 1.800.225.5237 or
visit the company's Web site at www.ADP.com.
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Media Contact Michelle Benko ADP Dealer Services 847.485.4389
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