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Transcript of How to get employees to accept new technology by Sandi Jerome Sandi Jerome Computer Consulting...
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How to get employees to accept new technology
by Sandi JeromeSandi Jerome Computer [email protected]
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“ If you teach a monkey to press the Ctrl key, he’ll happily press it all day for a treat. Teach a human and they’ll say, “but on my old system I used the shift key”
Law of Employee inertia – employees will continue in their current state unless they are encouraged to act otherwise
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Technology committee◦ IT director◦ Controller◦ Parts Manager◦ Internet Manager◦ General
Manager/Dealer
Mission Statement: The Technology Committee is the forum for reviewing, evaluating, and recommending strategies, plans, and policies for dealership information technology. The specific elements of the committee's charge include: Identify strategic directions, capabilities, and objectives IT support, including learning technologiesIdentify opportunities where IT can help achieve the dealership’s goals and recommend prioritiesEnsure a coordinated implementation of the dealership’s IT projects and initiatives
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"I hear and I forget. I see and I remember. I do and I understand."
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Manuals, Knowledge-base, FAQLive instructionOne-on-oneLevels;◦Level 1 – Data Entry◦Level 2 – Search, Report◦Level 3 - Results
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What is the best way to train your employee to use the DMS better?
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List of used vehicles over 60 days old
Customer’s service history
Expenses over $500
Where did they come from?
When was the last time they had their tires checked?
Which ones have increased over the past year?
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Can you make it fun?Can you make it fun?
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Integration with factory Reduced innovation Getting better with Star Standards
30 years of limited choices Uses want it to be the same Keyboard/form-based systems
Integration with “modules
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Cost, cost, cost – need 30% savings CRM needs◦ Integrated vs. Interfaced◦Access to the data
Contract is up◦New contract is too long or costly◦Contract is too complicated
Outgrown the system
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Take this Quiz
1. Stable workforce2. Controller /Parts manager “on board”3. IT director/manager to help4. Cost savings – 30%5. Your data can be converted – not archived or held captive6. Your CRM is not held captive by their server
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Budget range Technology needs – what can’t you live
without? – Case Study;◦ Multi-company◦ CRM interface/integration◦ Report writer – with Excel output
Technology Budget High LowRetail Units 200 75 Employees 80 35
Core DMS system 125.00$ 50.00$ Users (less CRM) 55 25
Total 6,875.00$ 1,250.00$ Parts Catalog 1,200.00$ 750.00$
Other (forms, credit bureau, etc.) 4,500.00$ 900.00$ CRM Software 75.00$ 50.00$
Users 25 5 Total CRM/BDC 1,875.00$ 250.00$
IT/PC Support per user 75.00$ 25Monthly 6,000.00$ 750.00$
Total Monthly 20,450.00$ 3,900.00$ Annually 245,400.00$ 46,800.00$
Other Industry Guidelines 9,000.00$ 2,000.00$ Users 80 30 Total Annual Budget 720,000.00$ 60,000.00$
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Payroll - distributionPayables – Checks, one per vendor
Stock transfers, “views”◦Parts◦Vehicles◦Combined reporting
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Most important….Customers!
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Combined “view” of Customers – one file
All vehicles purchased at
any dealership, repair orders,
parts
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Access to your main database files and transactions with security
Ability to select fields, criteria Export to csv, XML, Excel
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1. Prospect and Lead Management2. Contact management of actions,
letters, emails3. Data Mining of your sold customer
database for service/sales
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What are Tier providers?
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Tier 1◦ADP, DealerStar, R+R (ERA and Power)
Tier 2◦DealerTrack/Arkona, ACS, Auto/Mate, MPK,
DealerBuilt, PBS, Quorum Tier 3◦AutoSoft, System 2000, DPC, DDS
Case Study: Based on CRM/Multi-Company/Report WriterBased on CRM/Multi-Company/Report Writer
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Parts scanners Driver’s license scanners Labor time guides Service pricing guides Internet site - inventory Internet leads Titling Audit – CPA firms Sales tax reporting Credit Bureau
• Service Scheduling• Appointment Scheduling• F&I Menus• Desking• Contract submission• Rental vehicles• Data warehousing• Automated parts picking• Parts locaters • Parts catalogs
• Service Scheduling• Appointment Scheduling• F&I Menus• Desking• Contract submission• Rental vehicles• Data warehousing• Automated parts picking• Parts locaters • Parts catalogs
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What do you really
use?
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Financial statement Parts orders Warranty submission Parts tapes Labor time guides
But how much does it cost you?
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Combine technologies; CRM, DMS, Payroll Use a company that has fixed pricing Avoid annual price increases by considering
a contract and read your contract Understand EVERY item on your billing Compare the pricing on items you can buy
elsewhere ◦ Printer ribbons◦Credit bureau fees◦ Paper, toner, forms
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Required? Space, Speed Newest versions – will you
use these features
Watch the “it will cost less” pitch!
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Take the “can you change?” test again Pick a perfect date; end of quarter, no vacations,
no other major changes Make a training plan (not too early, not too late) Determine a “go-no go” date and how to access Document what data will be converted Backup data that won’t convert; GL detail, parts
sale detail Consider steps; Parts and Service, Sales, Payroll
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25 Repair orders25 Parts Tickets25 Car deals25 Checks25 ReceiptsParallel payroll – 2 runs
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Use their support website Be clear ◦Screenshots◦Examples; On job 3700 when I bring up repair
order CV120330, the customer address2 field shows Suite 36 instead of 362. Instead of “customer fields are too short.”
Keep your own support log
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Sandi Jeromewww.DealerStar.com
Phone 360-406-5062 x 706Fax 503-715-5600
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