Online services improved aftersales profitability in 2017

Online services improved aftersales profitability in 2017

THE CONNECTED suite of products from eDynamix have continued to help workshops maintain and improve customer retention and aftersales profitability throughout 2017.

It reported that £112,000 of identified work was sold per workshop using iVHC, eDynamix’s electronic vehicle health check platform in 2017.

The products include service plans, vehicle health check, Video1st, proactive follow up and online bookings.

The use of online authorisation grew by 35 per cent last year and the value of work authorised online increased by 207 per cent. These figures are expected to rise again in 2018.

Integrated zero per cent financing of identified red work also provides a useful and affordable mechanism for customers to pay for expensive repairs on the day that may otherwise have been lost.

For customers, service plans are a convenient way to pay for maintenance monthly. However, figures from eDynamix show that by adding maintenance items, such as tyres and brakes, to the monthly payment both customer convenience and dealer profitability are improved. The average value of vehicle maintenance items added over and above the services traditionally found on a service plan is £235.

eDynamix Online Bookings platform allows a customer to book a service, iVHC work now due and those items on a service plan, into a workshop 24 hours a day. Not only does an online platform provide a great a source of revenue for the business, with an average value of £174 per booking, but it also offers customers complete convenience. Of appointments, 63 per cent were made outside of normal working hours in 2017 and 49 per cent of all bookings were made using a mobile device.

Iain Nickalls, director at eDynamix, said: ‘It’s fantastic to see that our integrated platform is continuing to help dealers in their goal of not only retaining more customers, but also in increasing revenues by often replacing standalone legacy systems. Our next generation suite of products helped to generate almost £700,000 per workshop in 2017. With our Connect app management can also get an immediate overview of business performance across multiple aftersales channels to help drive service plan sales and iVHC identified work conversion for example.

‘2017 was a difficult year for a lot of dealers but we are continuing to develop our current systems to ensure they remain market leading while also developing new ways in which our customers can improve their productivity with the ultimate goal of increasing their profitability.’

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