Mack Grubbs Hyundai
As a Service Manager at Mack Grubbs Hyundai, Tommy Struchen and his team service about 450 vehicles a month. To move all these cars through the dealership efficiently, he needed to streamline communications between dealership employees as well as with customers.
VUE enables a seamless exchange of information exchange between the parts and services departments, which minimizes frustration and maximizes productivity. Because employees can manage repair orders and save information within the system, technicians and advisors can properly plan their day, and get customers in and out faster. The service team can provide vehicle updates and quotes to customers directly through the DMS, which means better customer experience and satisfaction. Because VUE can be accessed anywhere there’s internet, Tommy can manage the Service department and help his team, even when he is off-site.
When Tommy had a family member in the hospital for two weeks, he needed to be there and take care of them. During that time, the Service team had a staffing shortage due to COVID. Because VUE is easy to access on a web browser without VPN, he was able to log into the system and help with repair orders directly from the hospital. Due to VUE’s mobile capabilities, he was able to be with his family while helping his team remotely.
Exchanging information between departments is critical but walking back and forth from the service lane to other areas of the dealership means wasted time. With VUE, the Service team can communicate immediately with other employees within the DMS. Technicians can take notes and send them to their advisors, so there is no miscommunication about the repair orders. When advisors inspect vehicles, technicians can see what tickets are assigned to them and appropriately plan for it in real time.
Since VUE was implemented, Tommy has increased his dealership’s efficiency. For example, the parts counter person can see what parts they need to order within the DMS, without waiting for the technician or advisor to notify them. This has streamlined the process and increased the speed of parts being ordered and delivered, which ensures the inventory is always properly stocked.
The efficiency enabled by VUE opened the door for Tommy’s team to work on more cars while delivering excellent customer service. In particular, the ability to communicate with customers within the DMS allows them to easily update customers on their vehicle status and email cost estimates for parts, all without having to tie up the phone lines. Being able to stock the desired parts or accurately communicate the expected time-frame upfront has also resulted in better customer experience.
Take a peek at the VUE DMS service module to see how you can maximize the performance and profit of your service department.