What your DMS/CRM statistics don t tell you

Transcription

1 quick guide #4 What your DMS/CRM statistics don t tell you OPTIMUM VISIBILITY FOR MONITORING YOUR POINTS OF SALE

2 INTRODUCTION The need to have appropriate tools to analyse a situation and make relevant decisions is widely acknowledged today. Car dealers would not disagree with this. Their software suppliers offer a host of tools with statistics, reports, dashboards, business intelligence and the like. The choice is such that it is becoming difficult to know which tool to use! Without wishing to go into the numerous theories on the subject, our aim here is to set out some basic principles for deciding which tool to use in various situations. One of the main factors is the task to be performed. To simplify, we group tasks into two categories: Operational tasks Management tasks 2 QUICK GUIDE What your DMS statistics don t tell you

3 Examples: CASE 1: Operational tasks Select which offers from the portfolio to focus on in order to achieve a sale, Manage mechanic assignments, Decide on spare parts reordering. To make a decision, the employee needs: Information about the vehicle to be sold, Details such as invoice lines, repair orders, stock statuses and resource schedules. Details of measures restricted to their area (NC, UC, workshop, warehouse) and their site. Details in real time. Several times a day, they will check data such as: revenue, margin, number of ROs, NCs, UCs, stock quantities etc. Under these conditions, the most appropriate tools are the statistics provided by the software that they use: DMS, CRM, etc

4 CASE 2: Management tasks Examples : Forecast budgets, Draw up financial budgets, Decide on staffing levels, Review the organisation. To make a decision, the manager needs summarised information: With data generated from set ratios based on indicators that are comparable over time, by site and by brand, Covering all areas of activity, and thus from multiple sources: DMS, CRM, accounting, etc... Highlighting trends in order to determine forecasts. The horizon is longer: months, quarters, years. The goal is to have a relevant overview of the situation and trends, in order to devise STRATEGIES and draw up the corresponding action plans. 4 QUICK GUIDE What your DMS statistics don t tell you

5 The 5 advantages of Business Intelligence In response to the deliberately provocative title: This is what your DMS/CRM statistics (or accounts) don t tell you but that you need in a Business Intelligence tool: 1 Access to several data sources in a single tool. A BI tool can be fed automatically with data from several DMS and CRM systems. 2 Calculated performance indicators, rather than plain results. Workshop productivity, average refitting costs, average workshop bills, and so on, are indicators that you can discuss with other managers. Revenues, margins, quantities in stock and the like, on the other hand, are simple measurements which cannot be compared.

6 3 An interpretation and analysis of your indicators. Your indicators are ranked depending on their importance. A status score is calculated in order to highlight performance areas that need more attention. The system indicates potential causal relationships: if new car sales are down this month, it is probably because the number of sales appointments was down the previous month. 4 Forecasts for the coming months. For each indicator, the system automatically sets an objective which you can modify. The system can therefore send warnings and make forecasts. 5 Presentation to suit your display (responsive design). Our BI tools use a modern design that can be accessed on the web from a smartphone, a tablet or a PC. 6 QUICK GUIDE What your DMS statistics don t tell you

7 to sum up If you want... Then use: Details about a vehicle to be sold or in stock > CRM statistics Destails of invoices, ROs > DMS statistics Measured results (revenue, margin) > DMS statistics Consultation less than once a day > DMS statistics Consultation more than once a day > Several data sources > Performance indicators > High-level view > Summary analyses > Comparisons > Tracking the achievement of objectives> Automatic alerts > Forecasts > Results accessible 24/7 wherever you are > A clear, graphical presentation >

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