Traditional after-sales processes must be replaced!
The pressure on after-sales is growing. On one side, an (apparent) shortage of skilled staff. On the other side, the fixed costs are high and the employees experience a high workload due to the amount of work on offer and the changing consumer behavior. Partly due to inefficiency within the traditional after-sales process, the invoiced hours per technician again fell from 1,353 in 2017 to 1,339 in 2018. This results in an absorption ratio (coverage of the fixed costs through the after-sales activities) of 75% while, with the meager margin on sales, 90% is desirable.
When we start observing the after-sales process, we see that there is just 40% inefficiency within the process. This is due, among other things, to unnecessary waiting, walking, writing, explaining and transferring. In addition, we only do that where the car comes for, what causing repeat visits too often. It makes the customer suspicious and therefore less loyal. But how can we solve this? I hear you thinking …
The key to a more efficient and effective after-sales process is the Claire working method, supported by a digital after-sales process and effective customer and market communication. Thank to the Claire working method, the Claire software helps the employees to always do the job well and completely in one go. Technicians are constantly looking better, seeing more and recording it transparently, supported by photos and videos. This enables us to proactively guide the consumer in his or her choices. This offers immediate commercial opportunities and very satisfied customers.
What is the result?
More rest in the work process, so more rest in the workplace and more time for the customer with higher customer satisfaction. More turnover per workplace passage and an improvement in the wage-parts ratio from 1: 1.1 to 1: 1, 4. A higher efficiency whereby 1650 invoiced hours per technician is the rule rather than the exception. Take a moment to count?