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Dealership Reduces Expenses and Enhances Customer Service With ARMS® Application from Enterprise Rent-A-Car
In these tough economic times, it may be hard to believe that a dealership can simultaneously enhance customer satisfaction and lower expenses. However, that is exactly what is happening in the service department at Mark Christopher Auto Center in Ontario, Calif.
The dealership, which is number one in sales of both Chevy and Hummer in California, has experienced noticeable changes since it started using the Automated Rental Management System (ARMS®) application from Enterprise Rent-A-Car. Not only are rental cars ready and waiting when customers arrive for their service appointments, the service department is saving money each month by better managing the number of authorized rental days.
Designed to complement a dealership's own system - CDK's Dealer Management System or Reynolds & Reynolds' ERA® information management system - the ARMS® application creates seamless electronic communications between service advisors and Enterprise. Service advisors are able to create an electronic purchase order for a rental car at the same time they are initiating a repair order for service. Because all of the renter's information, along with the number of days authorized, is sent to Enterprise electronically, the rental car is ready when the customer arrives for the service appointment.
"Combined with our Reynolds & Reynolds management system, the ARMS® application helps me better analyze and manage the rental process on every level, while making it easy to significantly reduce errors and unnecessary delays that can impact customer satisfaction," said Shawn Burkel, service manager for Mark Christopher Auto Center."This includes a special 'notes' section that enables our service advisor to customize information about an individual customer's situation, which is communicated directly to Enterprise."
Although the Mark Christopher dealership has only been using the ARMS® application for six months, Burkel says the positive impact was immediate. "Customers no longer have to wait 10 to 15 minutes to have a rental car available because the request is actually initiated at the same time the service advisor begins writing up the service order, including whether the customer has kids and needs a car with more passenger seating," said Burkel.
"On the business side, I have more time to focus on servicing customers instead of hand monitoring rental car authorizations, tracking expenses and correcting mistakes," said Burkel, who has been with the dealership more than four years. "And, at the end of the month, I get one invoice with a detailed breakdown and customized analysis from Enterprise, instead of spending nearly a half-day myself trying to reconcile everything."
Burkel added that learning the ARMS® application was easy and took less than one day of training for himself and his team of eight service advisors. "Enterprise took the time to have someone come to the dealership personally to train us and they continue to come by periodically to check on everything," he said. "If we have questions, someone always is available to assist us."
For Mark Christopher Auto Center, which rents nearly 1,000 vehicles a month for service loaners from Enterprise, the ARMS® application also helps track rental car charges related to warranty repairs, as well as any charges for extended rentals that must be absorbed internally, according to Burkel.
"I have better things to do with my time than managing rental cars," said Burkel, who added he cannot imagine doing his job without the ARMS® application.
- Read also:
- Dealership Lowers Costs
- Dealerships' Management Systems Technology is Enhanced
- Dealership Service Rentals Are Faster, Easier and Better for Business