How VW Cherry Hill recoups tolls (and late fees) from the interstate next door

"When we had opportunities to grow, we were comfortable doubling our fleet because Dealerware enabled us to streamline our operations.” - Bill Owens, Service Manager
  • Mobile Contracts
  • Connected Car Services
  • Toll Services
  • Dealership
  location

NJ

Cherry Hill, NJ
location@2x
fleet size

25

vehicles
fleet-size@2x

Too Much Paper, Too Few Insights

Bill Owens, Service Manager at Cherry Hill Volkswagen, has been with the dealership for 12 years and is very familiar with the operational challenges of managing a loaner fleet.

“There was no tracking before. No proper documentation,” says Bill, reflecting on their loaner fleet operation before implementing Dealerware. The old process relied on hand-written contracts and carbon copies, requiring the team to make copies of the customer’s driver’s license and insurance and attach them to the contract. Then all of that paperwork had to be filed away, which added even more time to the process.

With Dealerware’s fully digital, fully mobile solution, Bill and his team were able to eliminate the paperwork, reduce the contract and credentialing process down to just minutes, and utilize the Dealerware Dashboard to monitor all of the real-time performance metrics for their loaner fleet.

The actionable data now provided by Dealerware gives the entire team, from advisors all the way up to Principals, the information needed to identify trends, monitor performance, and uncover insights previously unknown. “When we had opportunities to grow, we were comfortable doubling our fleet because Dealerware enabled us to streamlined our operations,” says Bill.

 

Taking a “Toll” on Productivity

Given that Cherry Hill Volkswagen is located near a major toll road, Dealerware’s toll management service has provided huge value to the service team and Cherry Hill customers. Prior to Dealerware, the dealership didn’t have toll tags on their fleet vehicles, which required the service team to log toll charges on paper and manually search for which customer was in which vehicle – a time consuming process.

Now, toll charges are managed seamlessly with Dealerware’s integration with U.S. toll authorities and customers are charged automatically, saving the dealerships thousands over a six month period. This has allowed their team to create program efficiencies and deliver a great customer experience.

 

Optimizing Fleet Intelligence

While Bill and his service team have always been able to perform all of the operational duties of running a loaner fleet, one thing that was missing was performance tracking. “That’s why all of the data Dealerware provides us is so important,” say Bill.

Dealerware’s fully mobile contracts, connected car management, and realtime reporting suite give Cherry Hill Volkswagen access to KPIs such as fleet utilization, length of loan, and cost recovery, to name a few.

The dealership continues to serve as a textbook example of how to maximize use of the Dealerware platform to eliminate costs, create efficiencies, and elevate customer experience.

Customer Story:
Audi Pembroke Pines

As a result of implementing Dealerware, the dealership is now automatically recovering fuel costs while receiving positive feedback from customers about the new process.
  • Mobile Contracts
  • Toll Services
  • Dealership
  location

FL

Pembroke Pines, Florida
location@2x
fleet size

69

vehicles
fleet-size@2x
 

Prior to using Dealerware, Audi Pembroke Pines relied on paper contracts and other manual systems for managing their loaner program. Additionally, the time it took to manually record fuel and mileage, recover fuel and toll costs, and track their loaner vehicles quickly added up.

These inefficiencies, along with the desire to always improve the customer experience, led Audi Pembroke Pines to explore a new way of doing things.

Before implementing Dealerware, Audi Pembroke Pines chose not charge the customer for fuel when a car was returned. Their loaner contract was long and some customers who didn’t read through it were upset when charged for fuel after returning the loaner vehicle.

With Dealerware, however, the terms and conditions are clearly displayed on the digital contract and each one has to be acknowledged on the screen by the customer before completing the agreement. As a result of this transparency, the dealership is now automatically recovering fuel costs while receiving positive feedback from customers about the new process.

Since using Dealerware, Audi Pembroke Pines has been able to speed up the process of getting a customer into a loaner vehicle. The dealership is now using Dealerware’s fully digital solution to get customers into loaner vehicles in just five minutes, which is three times faster than the previous system.

And all of that time spent receiving, tracking, and billing for toll charges is now completely streamlined using Dealerware’s Toll Management Service that automates the entire process. These improvements have allowed the service team members to focus on more high value activities and run a more efficient operation.

Customer Story:
Audi Rusnak/Westlake

The service advisors at Audi Rusnak/Westlake are now spending less time handling paperwork and more time focusing on delivering great customer experiences.
  • Mobile Contracts
  • Connected Car Services
  • Dealership
  location

CA

Thousand Oaks, California
location@2x
total fuel costs recovered

$4k

over 7 month period
fuel-recovery@2x
fleet size

46

vehicles
fleet-size@2x

A Seamless Upgrade

Prior to the implementation of Dealerware, Audi Rusnak/Westlake’s loaner program relied heavily on paper processes that created inefficencies for employees and increased the amount of time customers spent in the loaner contract process.

“Before, some answers involved too much guess work.” says Karen Arambula, Service Manager at Audi Rusnak/Westlake. Karen said that the service team now simply uses an iPad to scan customer credentials, create the loaner contract, and review vehicle vitals including fuel and mileage.

“I think the fuel was a major problem before. They wouldn’t charge for it. But now they do it automatically.”

Monitoring and optimizing length-of-loan was a primary focus for Karen and her team. In addition to the digital contracting process, the data showcased in the Dealerware dashboard provides them with insights they are utilizing to reduce the amount of time vehicles are out on loan.

The service advisors at Audi Rusnak/Westlake are now spending less time handling paperwork and more time focusing on delivering great customer experiences.

Customer Story:
Audi Cicero

After implementing Dealerware, Audi Cicero is now recovering costs instantly, improving the efficiency of their loaner program, and elevating the customer experience.
  • Mobile Contracts
  • Connected Car Services
  • Dealership
  location

NY

Onondaga County, New York
location@2x
fleet size

19

vehicles
fleet-size@2x

A Seamless Upgrade

Prior to the implementation of Dealerware, Audi Cicero’s loaner program involved handling various documents, creating photocopies of customer information, and spending additional time filing and retrieving the necessary paperwork.

“Everything was paper. If a customer came in again, we would have to repeat that entire paperwork process. Now our advisors do everything from a tablet right there in the service drive, saving us a lot of time,” says Kent Appleby, Service Manager at Audi Cicero.

After relying on a mostly paper process for years, the service department at Audi Cicero made the decision to implement Dealerware’s fully digital solution to manage their entire loaner fleet operation.

By using a fully mobile solution the service team can now greet customers, scan their credentials, and have them into a loaner vehicle in minutes.. The service advisors are now spending less time handling paperwork and more time focusing on delivering great customer experiences.

Asset Recovery

While Audi Cicero has used the Dealerware platform to transform their loaner program, the solution proved to be crucial when a vehicle went missing.
A customer whose car was being repaired received a loaner vehicle to use in the meantime. Once the repairs were complete, the service team notified the car owner that their vehicle was ready for pick-up. Although the customer confirmed that they would return to pick-up their vehicle, they never showed up and the service team was unable to reach them again.

While the team at Audi Cicero certainly understands how busy their customer’s lives are, a significant number of days had passed with no response from the customer. As a last resort, they left yet another email, voicemail and text message to inform the customer they would be coming to retrieve the loaner if they did not hear from them that night. When the team received no response, the decision was made to retrieve the loaner using the Dealerware software.

Using Dealerware’s connected car devices, Kent was able to easily find the unreturned vehicle on Dealerware’s Fleet Map and direct his service team to the exact location to retrieve it.

“It’s really simple to use the entire Dealerware solution,” says Kent Appleby.

With a comprehensive loaner fleet management solution, Audi Cicero is now recovering costs instantly, improving the efficiency of their loaner program, and elevating the customer experience.

Customer Story:
Jaguar Land Rover Austin

Jaguar Land Rover Austin implemented the Dealerware solution in January of 2018 and have since transformed their fleet operation and are delighting customer in entirely new ways.
  • Mobile Contracts
  • Dealership
  location

TX

Austin, Texas
location@2x
fleet size

76

vehicles
fleet-size@2x

Jaguar Land Rover Austin implemented the Dealerware solution in January of 2018 and have since experienced a number of benefits using the software to manage their fleet of 76 loaner vehicles.

Dealerware sat down with the JLR Austin team to learn about how the loaner fleet management solution has benefited their dealership.

First, General Manager Damon Spears shared his perspective on how Dealerware has made a positive impact on his dealership.

Customer Experience

The Dealerware solution focuses on convenience and ease-of-use for both the dealership users and their customers. Since using Dealerware, Damon noticed an improvement in the customer experience, saying “Oh they love the experience. We’re in and out in a hurry. It’s not taking as long at all. It’s a very quick process. We can be in and out in 5 minutes.”

Profitability

Another positive effect Damon noticed was the simplified toll and fuel recovery process that Dealerware offers: “When you’re looking at how much gas was not put back in the car, toll tags that weren’t paid…this morning I think it was around 1,400 or 1,500 dollars. So that’s money that’s being collected because of just the process. If not, the dealership would have been paying for that at the end of the month,” he says.

Check out the full interview with Damon below:

 

Chris Matthews, Service Manager for Jaguar Land Rover Austin, also shared his team’s experience using the Dealerware solution.

Saving Time

Chris emphasized how Dealerware’s paperless operation has saved him time and made the process more convenient: “[…]Before we were chasing around paperwork, trying to figure out, just a whole lot of digging trying to figure out what was going on with just one loaner car versus having this software we can just pull it up on a screen just like that.”

Dashboard Visibility

Chris also remarked on the enhanced visibility into his loaner fleet that the Dealerware Dashboard offers: “I can start asking these questions – Why are these cars still sitting here? Why are we not utilizing these cars? We got clients that need these cars. Then vice versa, why these cars out so long? Just having the live quick data just at your fingertips, it’s just made my life a lot simpler.”

Check out the full interview with Chris below:

500 extra man-hours renew a focus on profits, not paper contracts

"After implementing Delaerware, our service team is spending more time on high value tasks and is able to focus on providing an even better customer experience.” - Michael Coughlin, Audi Wallingford
  • Mobile Contracts
  • Connected Car Services
  • Dealership
  location

CT

Wallingford, Connecticut
location@2x
fleet size

29

vehicles
fleet-size@2x

“In addition to a faster process of getting customers into service loaners, Dealerware’s connected car devices automatically capture necessary vehicle information, like fuel and mileage, without employees having to check it manually. Now, our service team is spending more time on high value tasks and is able to focus on providing an even better customer experience,” says Michael Coughlin, Service Manager at Audi Wallingford.

By offering customers a seamless loaner fleet experience that eliminates time waiting in line and completing paperwork, Audi of Wallingford has saved their customers a total of 21,000 minutes, dramatically increasing their customer’s experience.

Not only that, but their employees saved 482 hours by using Dealerware’s fully connected mobility solution, giving them more time to focus on more high-value tasks.

Customer Story:
Audi Grapevine

Since implementing Dealerware, Audi Grapevine is saving valuable time, recouping massive costs, and improving the customer experience.
  • Mobile Contracts
  • Connected Car Services
  • Toll Services
  • Dealership
  location

TX

Grapevine, Texas
location@2x
fleet size

78

vehicles
fleet-size@2x

“We have been busier than ever in a new building with larger fleet.Now that we have the seamless experience of Dealerware to manage tolls, I’m saving at least an hour a day and can now spend more time on customer experience,” says Alysa Ory, Service Manager at Audi Grapevine.

Recover lost tolls

Tolls were a major source of friction for Audi Grapevine and with over 1,000 tolls a month to manage, that friction meant throwing good money after bad.

The choice was either to not manage the process and eat the cost, or allocate valuable employee resources toward the tedious process of trying to connect contracts to tolls for payment.

Since implementing Dealerware, Audi Grapevine is saving valuable time, recouping massive costs, and improving the customer experience.

McDonald Auto Group Implements Fully Digital Process and Saves

Ultimately, greater productivity and streamlined workflows led to Audi Denver reaching their goal of controlling costs while providing outstanding customer service.
  • Mobile Contracts
  • Connected Car Services
  • Dealer Group
  location

CO

Denver, Colorado
location@2x
total savings

$304k

per year
fleet-size@2x
fuel/service cost recovery

198%

per month
fuel-recovery@2x

The Goal: Minimize Expenses and Exceed Expectations

Like most dealerships, loaner management is one of McDonald Automotive Group’s greatest expenses on their dealerships’ P&L. Leadership recognized the need to manage the rising costs of personnel required to manage the growing loaner operation while delivering exceptional customer service. With a high volume of service appointments averaging 100 ROs a day, McDonald Automotive required a large fleet of loaner vehicles to keep up with customer demand. With that came rising aggregate fuel expenses and increased carry costs of excess fleet given utilization of only 60%.

Even with significant investment in loaner vehicles, the experience fell short of customer expectations. Customers at McDonald Volkswagen and McDonald Volvo were forced to walk or shuttle to Audi Denver in order to receive a courtesy loaner vehicle. Upon arrival, they were often greeted with long lines along with frustrating wait times and paperwork. Getting a loaner vehicle could take up to 30-40 minutes at peak times. To compound matters, the system McDonald was using at the time made it a challenge for personnel to work efficiently. Without access to real-time data on fleet inventory, it was difficult to pinpoint available vehicles, track open contracts, or recover fuel costs once a car was returned.

 

The Solution: Digitizing the Loaner Management Process

Audi Denver saw a unique opportunity to use Dealerware to revitalize their loaner program and turn a complicated, expensive segment of their business into a profitable, customer centric operation. Each vehicle was configured with a Connected Car Device; the vehicle’s real-time vitals (like fuel and mileage) and make-model information uploaded seamlessly onto the Dealerware platform. Audi Denver’s loaner agreement was digitized and they were able to easily customize and simplify the contract process into a mobile experience.
With all information stored digitally, the Dealerware dashboard became a single destination for Service Advisors and Managers to track fleet inventory, customers, financials, and personnel performance. The Connected Car Device powered a GPS enabled fleet map with the exact location of each vehicle on the lot. Users could elect to view the status of both available and unavailable vehicles and surface up to date information on which loaners had been returned, were ready to loan, or were in prep.
The Dealerware app provided a simple approach to getting customers on the road fast. Greeting customers with an iPhone or tablet, Service Advisors credentialed customers by quickly and securely scanning their driver’s license, insurance, and credit card. Customers were able to digitally sign the contract and receive a link to the full contract via text message. The Connected Car Device automatically tracked mileage and fuel usage throughout the length of the loan, allowing the dealership to accurately bill customers upon return of the vehicle without any additional effort or paperwork.

 

The Results: Simplicity Leads to Savings and Satisfaction

By transforming the loaner management process into a completely digital experience, Audi Denver was able to dramatically reduce resources and man-hours required to manage the lot, process customer contracts, and track related expenses. With the time saved, the dealership was able to fully repurpose 6 full-time employees and is now saving $100k annually with fewer people needed to run the loaner program.

This paved the way for decentralization of loaner management from an offsite location into each of the three service departments. Improved customer experience was the primary benefit of the move, explained Chris Coxall, Director of Fixed Operations, “We now know that when customers have a consistent, single point of contact throughout the service experience there is a significant boost to CSI. We’ve seen the increased productivity of our team translate directly into happy customers.”

Access to real-time data meant dealerships could proactively manage fleet inventory and increased utilization to 100%. With the added efficiencies in place, Audi Denver was able to overcome density challenges and capitalize on savings by trimming the fleet down 30% while maintaining the same number of ROs. Ultimately, greater productivity and streamlined workflows led to a $204k savings, propelling Audi Denver to reach their goal of controlling costs while providing outstanding customer service.

 

“We now know that when customers have a consistent, single point of contact throughout the service experience there is a significant boost to CSI. We’ve seen the increased productivity of our team translate directly into happy customers.”

 

Chris Coxall, Fixed Operations Director

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