Great minds often gather to brainstorm ideas and compile solutions. The Founding Fathers gathered at various times to complete the Declaration of Independence and the U.S. Constitution.
While those meetings were private, Integrated Dealer Systems (IDS) is facilitating conversations open to all dealers.
The first virtual Dealership Insight (DI) Forum was held April 26. The meeting addressed repair event cycle time (RECT) and warranty challenges. The dealers gathered brainstormed solutions and shared RECT practices implemented at their stores.
IDS Senior Consultant Don Miller hosted the forum with Bob Scholl from Rocky Mountain RV and Marine in Albuquerque, New Mexico.
Miler began the meeting by reviewing RECT data. Data recorded since 2018 revealed RECT improvement. The data from 2024’s first quarter showed average RECT times at 43 days.
The average start day period, the time taken to begin a repair, was 11 days. The forum focused on job days, the time from when the technicians began work on an RV to when the service was complete. Job days are increasing, currently averaging 17 days.
Dealers began brainstorming reasons and solutions for the lengthening job days.
Many participants attributed longer job days to manufacturer approval wait times. One dealer said the best way to speed the process is to facilitate honest conversations with manufacturers.
Another solution offered was to pre-stock parts. Dealers can follow manufacturers’ top replacement part lists to stock their stores.
Dealers said they found manufacturers with warranty pre-authorization were helpful. The systems enable dealers to order parts themselves and manufacturers check in with dealers occasionally.
Another solution to reducing job days was diagnosing problems before consumers arrived at the dealership. Scholl suggested diagnosis through text, email or video calls. Scholl suggested having an advisor begin the diagnostic process, then including warranty team members as soon as possible.
Another participant suggested speeding up job days by scheduling diagnostic appointments. The appointment would provide technicians a set time to diagnose the vehicle rather than the RV sitting on a lot until a technician is available.
An effective handoff process is critical, according to a dealer participant. By ensuring service writers obtain quality information, such as images and consumer complaints, the process flows efficiently. A detailed report will result in less discourse between the writer and the technician.
Another tip was refining the receiving process. When a part arrives at a dealership, the consumer often brings the RV in a few days later, based on the shop’s workload. Once technicians begins work on an RV, they may find that the part is the wrong one. Scholl said his team implemented systems to verify the product is correct upon its arrival, including opening the package to ensure it matches specifications and asking technicians or consumers.
The forum provided insight into various RECT areas. The next DI Forum will be held May 24 at 11:30 a.m. ET. To learn more, click here.
