Brad Howell Ford
As the Service Manager at Brad Howell Ford, Seth Wooten and 17 employees service about 600-800 cars a month. The environment is fast-paced, and maintaining high customer satisfaction is critical to retention. Planning for the unexpected, minimizing disruption, and constantly communicating with customers are essential to achieving those goals.
The cloud-native dealer management system is easy to use, so Seth can quickly get the information he needs to optimize productivity. Being able to communicate with his staff and customers directly through the DMS has allowed for greater efficiency. Since everything is saved in the repair order, Seth can check historical records to anticipate additional service requests. Besides the modern technology, the quality of support from VUE DMS helps him keep up with high demands, so he can focus on driving productivity and profits.
The service department gets pulled in many different directions. They get calls for service and parts at any given time. If a repair job takes longer than expected, it backs up the schedule for the remainder of the day or even the next day. Having a DMS that’s easy to use, with all essential information quickly accessible, helps streamline workflows. With everything only a click away, Seth can quickly pull different reports or provide customers with updates while on the phone. With all relevant information saved in the repair order, he can check historical records and anticipate maintenance needs.
Brad Howell Ford takes pride in treating customers like family. The ability to text message customers in VUE DMS helps Seth provide that personalized experience. When a customer requests an oil change, Seth receives a text message to his phone once the service advisor writes the vehicle up. If his team gets busy and hasn’t reached out to the customer in a certain amount of time, VUE DMS automatically sends a text letting the customer know their vehicle is being worked on and that a dealership staff will be in contact shortly.
A key benefit of using a modern DMS is the efficiency gains resulting from improved collaboration between team members. Seth and his team leverage VUE’s internal chat feature to communicate with each other and the parts department directly from their workstations. Chat leads to faster updates and greater efficiency, reducing time wasters and taking care of customers quicker.
VUE DMS client services team recognizes that dealerships need a true partner, not just a software vendor. That’s why when Seth calls in at 7 am, which is outside regular business hours, he gets a call back within 10 minutes. The responsiveness is critical to ensuring dealership staff can focus on their job instead of waiting on a customer service hotline.
Take a peek at the VUE DMS service module to see how you can maximize the performance and profit of your service department.