March 13th 2009
ADP supports its customers with profit clinic programme
In these challenging economic times, ADP recognises more than ever that it has an important responsibility to support its customers. The principle objective for the company is to help them obtain additional value from using the Autoline dealer management system and therefore secure cost and efficiency savings as well as maximising revenue generation.
In order to understand the current position more clearly, ADP recently carried out research to ask its customers about their critical areas of concern, to determine which aspects of their business were being focussed on and to consider specific risks and opportunities. The key factor was to assess how the Autoline system could make a positive difference to their organisations and improve profitability. In addition to a large survey population, ADP product specialists also carried out a benchmarking exercise to assess how Autoline is currently being used by its customers
With the findings in place, ADP has developed a profit clinic programme which represents one of the company’s most important customer-based initiatives since it acquired Kerridge in December 2005. The profit clinics are centred on a series of workshops which highlight practical ways to help improve ‘bottom line’ performance in a dealership by using the power and capabilities of Autoline.
The first of the Profit Clinics (which are free for ADP customers to attend) have now been held. The subject areas identified by the research as being most appropriate in the use of Autoline were cash flow management, improving workshop efficiency, effective marketing campaigns and service department profitability.
Cash flow management
81% of Autoline users who responded said that this is the main priority in the coming 12 months.
ADP has identified that there is a growing need to use Autoline’s credit management facilities more widely, including the use of email to submit statements, delivery of chase letters and follow-up activities driven through the system’s integrated CRM tools.
Improving workshop efficiency
60% of Autoline users who responded expressed concern about workshop utilisation
Autoline can help in these areas by using the system to implement consistent and accurate time recording processes with control and visibility of job repair status and the introduction of workshop KPI reporting.
Effective marketing campaigns
54% of Autoline users who responded said that action needs to be taken to maintain revenues and customer activity.
The key is to recognise that Autoline can be used as a very effective, disciplined marketing tool. The system is very capable in supporting planned and ad hoc follow-up activities, contacting customers according to their preferences and analysing response rates to identify further revenue-generating initiatives.
Service department profitability
51% of Autoline users who responded are particularly concerned about service department profitability.
One area that is coming into sharper focus is the need to manage the costs associated with ‘environmental disposal’ of parts and lubricants. The Autoline system includes facilities to ensure that the correct charges are applied for both fixed and variable elements. This area represents a big opportunity for Autoline users - it supports a dealership’s ‘green’ credentials as well as generating additional revenue.
Simon Wardle, UK General Manager commented, “I am delighted to report that the first of the profit clinics was very successful, in fact attendance was oversubscribed. Even at this stage, it demonstrates that our customers, who represent around 40% of the UK dealer base, are looking to maximise their use of IT and to get as much value as possible from the tools that they have invested in. The process of bringing our customers together in small groups, to exchange issues and experiences has immense value and potential. The profit clinics enable ideas to be generated and result in initiatives that our customers can put into practice.”
Further profit clinics, which will be hosted by the regional account management team and delivered by experienced system specialists, are scheduled to take place in April and May in locations across the UK.
For further information please contact:
Adam Palmer, Marketing Manager, ADP Dealer Services UK Limited
adam_palmer@adp.com