Toyota Ireland
Toyota Ireland targets improved workshop efficiency and customer satisfaction with Superservice Triage
About the customer
Pat Masterson is the Aftersales Commercial Manager for Toyota Ireland. His role is to continually enhance the aftersales experience of Toyota customers – and also to increase genuine parts sales – across 42 dealer sites in their network.
I don’t know any other solution that can compete with Superservice Triage on speed and accuracy for the Aftersales teams – and convenience for the customer.
We can go from the vehicle arriving in the workshop, to calling the customer with their VHC results, in around 15 minutes. Our dealers really love this product and across the network, Triage has led to enormous gains in both efficiency and revenue.
What challenge was Toyota Ireland facing?
Before implementing Superservice Triage, our dealers were using several different VHC systems with varying levels of functionality. However, at
the NSC level, we had no visibility on how many VHCs were being carried out, nor how well they were being executed. In fact, we were guessing how well each site was performing using Parts Sales as a proxy. To be honest, we had no way of knowing if a particular site did VHCs at all.
Why was it important to solve this problem?
Firstly, because our customers expect to receive a VHC when they bring their vehicle for a service. They want to know if there are any issues with their vehicle, especially when it relates to safety, so it’s an absolute “must-have” for us.
From a dealer perspective, they also want to offer a high level of customer care in Aftersales. A thorough VHC is a key area where they can build strong relationships with their customers, if it’s executed well. And for Toyota Ireland – understanding how well the VHC process is implemented in dealerships is vital when we look to improve both our customer experience and our aftersales revenue across the network.
Why did you choose Superservice Triage from Infomedia?
1. Faster VHCs with accurate pricing
Hands down, the best thing about Superservice Triage is the speed at which the VHC can be completed and accurately priced. The VHC is grouped into key areas, so the Service Technician can quickly move through the check and all common parts are automatically priced thanks to integrated menu pricing. So, a straightforward VHC can be entirely completed by the Technician and sent straight back to the Service Advisor to communicate with the customer. Only those with uncommon parts now need to head to the Parts Department for pricing, which has significantly reduced the bottleneck in this area.
Before Triage, completing VHC reports and preparing them for customer review could take up to an hour and a half. Now, it’s more like fifteen minutes, which a huge efficiency gain for our workshop. The use of Superservice Menus and Triage has also made the quality of the data entering our warranty system much more accurate – and the integration with Toyota Relax has saved hours of time, since our dealers no longer rekey information from one system to another.
2. Convenient customer communications
Another great benefit is how Superservice Triage has improved customer communications. When the vehicle is checked in, the Service Advisor lets the customer know that they will shortly receive a text with their VHC report and videos of work required. This has really increased customer transparency and helped to build trust.
Whilst customers can approve or decline work remotely, we always follow up with a call so that they can ask any questions and check they’re happy.
3. The workshop diary
Our dealers love the workshop loading view which is available in Triage and many of them choose to display in on a large screen in their workshops. With a quick glance, anyone from Senior Managers to the Technicians can see where each vehicle is in the process. So, everyone is up to date, all the time. It really is a brilliant feature.
4. Excellent reporting and analytics
We really value the robust reporting and analytics we get with Triage – it has transformed the visibility we have across our dealer network. We can now see how many VHCs are completed at each dealer, as well as average value of work identified. This helps us pinpoint any dealers who might need to improve their VHC process and gives us tangible “before and after data” to help them do this.
Can you describe the implementation of Superservice Triage across your dealer network?
Firstly, we chose a pilot dealer in Limerick. We then worked with this dealer and Infomedia to pilot the system, make sure it was fit for their needs and make any tweaks to both the product and our process. Getting buy in from a dealer and positive feedback upfront really helped the roll out process for the rest of the network.
As Toyota Ireland, we agreed with each dealer we would split the implementation cost of Superservice Triage with them. However, if they hit agreed VHC KPIs, we would refund their share of the investment. I’m delighted to say that every single dealer across our network hit the benchmark and they have all been repaid.
How is the ongoing support from Infomedia?
Infomedia is an important business partner for us, and they are always there when we need them. Our dealers frequently use the online chat support and are very happy with it. If we ever have a challenge related to integration or the product, we have a direct point of contact we can call. We’ve been a customer for a long time now and if we’ve ever had an issue, it’s been resolved very quickly.
And finally, what have you been most impressed with about Superservice Triage?
I don’t know any other solution that can compete with Superservice Triage on speed and accuracy for the Aftersales teams – and convenience for the customer. It’s an absolute no-brainer.