{"id":2860,"date":"2022-10-17T11:00:24","date_gmt":"2022-10-17T15:00:24","guid":{"rendered":"https:\/\/www.urbanscience.com\/insightlab\/\/"},"modified":"2025-02-05T22:44:02","modified_gmt":"2025-02-06T03:44:02","slug":"serviceview-drives-39-increase-in-dealership-ro-volume-uptick-in-other-key-metrics","status":"publish","type":"post","link":"https:\/\/www.urbanscience.com\/jp\/resources\/serviceview-drives-39-increase-in-dealership-ro-volume-uptick-in-other-key-metrics\/","title":{"rendered":"ServiceView \u306f\u30c7\u30a3\u30fc\u30e9\u30fc\u306e RO \u91cf\u3092 39% \u5897\u52a0\u3055\u305b\u3001\u305d\u306e\u4ed6\u306e\u4e3b\u8981\u6307\u6a19\u3082\u4e0a\u6607\u3055\u305b\u307e\u3057\u305f\u3002"},"content":{"rendered":"

The Problem<\/span><\/h1>\n

Due to overall industry factors, dealership leaders needed to maximize service retention and boost aftersales revenue to compensate for a deficiency in new vehicle sales. Beyond that, as part of a major OEM\u2019s corporate program, they recognized a need to put strong focus on increasing customer pay work with the goal of 100% service absorption.<\/p>\n

\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3<\/span><\/h1>\n

SERVICE<\/strong>VIEW\u2122<\/a><\/h1>\n

Dealership leaders recognized an opportunity to utilize all available service data and insights to inform customer targeting and campaign strategies. They leveraged insights from both their DMS and our ServiceView\u2122 solution to identify, prioritize and capture opportunities in their market. They focused their campaigns on three strategic pillars:<\/p>\n

1.) Promoting current parts inventory and lucrative service repair orders
\n2.) Leveraging the OEM\u2019s corporate monthly aftersales programs
\n3.) Utilizing customer mileage or last service date to trigger service reminders<\/p>\n

The dealership used ServiceView\u2122 weekly to identify top opportunities and create action plans and highly targeted service campaigns. In fact, dealership leaders created three action plans per month versus the average of one plan for other dealerships in the market. From there, the dealership consistently tracked the effectiveness of campaigns by monitoring the following key performance and operational metrics:<\/p>\n

    \n
  • Monthly performance metrics<\/strong> measured retention and dealership service loyalty.<\/li>\n
  • Weekly operational metrics<\/strong> measured service repair order revenue conversion rates and parts and accessories sales.<\/li>\n<\/ul>\n

    \u7d50\u679c<\/h1>\n

    Performance Metrics – Retention Rate:<\/strong><\/p>\n

      \n
    • 20pp<\/strong> higher than market average in service retention<\/strong><\/em> rates (80.4% versus the market average at 60.7%)<\/li>\n
    • 38pp<\/strong> higher than national service retention<\/strong><\/em> rates (80.4% versus the national average of 42.6%)<\/li>\n<\/ul>\n

      Operational Metrics – Repair Orders (YoY):<\/strong><\/p>\n

        \n
      • Increased monthly repair order<\/strong><\/em> volume by 39%\u00a0<\/strong>on average (compared to market average at 12.9%)<\/li>\n
      • Of that, they maintained nearly\u00a094%\u00a0customer pay<\/em><\/strong> work average (compared to market average at 91% and national average at 86%)<\/li>\n<\/ul>\n

        Bottom Line<\/span><\/h1>\n
          \n
        • Dealership profitability (EBIT) more than doubled YoY to 18%\u00a0<\/strong>(by December YTD)<\/li>\n
        • When accounting for addition efforts to control operational expenses, service absorption increased 14pp <\/strong>YoY<\/li>\n<\/ul>\n

          Conclusion<\/span><\/h1>\n

          Despite its small size \u2013 through the power of our data and scientific approach to drive efficiency and profitability for our clients \u2013 this dealership was able to identify its most meaningful service-related opportunities and generate truly impressive results. In fact, the dealership\u2019s performance was so strong that it positively impacted the entire market, which saw a 20 pp increase in service retention compared to markets not utilizing ServiceView with the same frequency.<\/p>","protected":false},"excerpt":{"rendered":"

          The Problem Due to overall industry factors, dealership leaders needed to maximize service retention and boost aftersales revenue to compensate for a deficiency in new vehicle sales. Beyond that, as […]<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-2860","post","type-post","status-publish","format-standard","hentry","type-case-study","solution-eu-serviceview","topic-dealership-service","topic-global-insights","resource-type-case-studies","resource-topic-aftersales","resource-topic-loyalty","focus-area-dealer","focus-area-europe","focus-area-latin-america","focus-area-manufacturer","focus-area-north-america"],"acf":[],"yoast_head":"\r\nServiceView drives 39% increase in dealership RO volume, uptick in other key metrics - Urban Science<\/title>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" href=\"https:\/\/www.urbanscience.com\/jp\/insightlab\/serviceview-drives-39-increase-in-dealership-ro-volume-uptick-in-other-key-metrics\/\" \/>\r\n<meta property=\"og:locale\" content=\"ja_JP\" \/>\r\n<meta property=\"og:type\" content=\"article\" \/>\r\n<meta property=\"og:title\" content=\"ServiceView drives 39% increase in dealership RO volume, uptick in other key metrics - Urban Science\" \/>\r\n<meta property=\"og:description\" content=\"The Problem Due to overall industry factors, dealership leaders needed to maximize service retention and boost aftersales revenue to compensate for a deficiency in new vehicle sales. 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