Basic principles of customer service in a car service. Cloud CRM for car service

many integrated services

Minuses

1) mobile app- shit, it’s basically unrealistic to use it (I couldn’t find anything there, applications that haven’t been sorted are basically invisible, calls don’t go through, there’s a manual for setting up and using dick. Fuck you released it at all, I have, except how to break the phone after your applications no more desires arise.

What can not be done in the application:

1) find not dismantled,

2)) Send email from app

3) call via sip

4) find a contact (well, you can strain yourself with filters, but your brain will explode)

5) use the completely useless first screen (the useless face of the application is a furor of idiocy)

what can be done:

1) set yourself a task?????

2) why the hell are you sane people in general in the form that your system generates? http://joxi.ru/vAWYjK0UWJxamW, i.e. I have a person who wants to leave an application, stumbles upon your link and that's it, the lead has merged ... excellent CRM, thank you .. + EXTERNAL LINK, will I put drafts on my site with your external link? I need 9 forms, three of them are end-to-end, this is a series of links to your site and a decrease in the weight of mine.

3) Where is the elementary button in the "My Integrations" settings? Or I should guess what I put there about three months ago.

4) Users!!! [censored] I have two managers, only two managers will use the system, nobody but them! Why should I pay you for 3 users? Are you figuring out the logic that there is still an admin of the system who configures it? Or do I need to give one of the managers admin rights in order to save money? what does it mean? Somehow I didn’t notice you have a separate account for an analyst or something else, so what is understood in this way, that all users-managers + 1 manager-admin? in total, in order to use this perfection or just test it normally, you will have to throw 14,970 rubles (3 users)

5) manual on the system! Where is he? https://www.amocrm.ru/support/faq.php ?? this? or

http://support.amocrm.ru/hc/ru/categories/200716477-%D0%A0%D0%B0%D0%B1%D0%BE%D1%82%D0%B0-%D0%B2-amoCRM - Do you know how I found this link? I called support - this is about usability in general. I wanted to stupidly find out what the hell the lists are and why it is at all., No explanation anywhere.

6) Accounting for leads + not analyzed: I already wrote about the application and the fact that this item is not there (well, or it cannot be found).

how to understand that any manager can delete a lead???? How is it in general, how the hell do you keep track of leads and envelopes if they are deleted? What the hell is this anyway? I had 31 leads in all statistics systems, I look in amo - there are 14, but do you know why? yes, because managers remove what they don’t like or what they think is wrong from the folder, but in the end I don’t see the effectiveness of the sites and the level of fraud .. this [cut by censorship] what kind of garbage is this, here it burns out the most (well, not like the app pissed me off, of course, but still)

The fart is on fire, it’s a pity for the money spent, so you’ll have to use this miracle of engineering and continue to be disappointed (well, if the administration suddenly decides that it’s ready to return the loot, then I won’t mind).

IN this moment integration with telephony has not yet been fully tested, but at first glance it seems obvious that this crm element is also burning

The auto funnel setting has not been tested, I will write about this later. and I'll add it here.

CRM (Customer Relationship Management) is translated as customer relationship management and is a well-known business process automation system.

Without such software today it is impossible to imagine effective organization car service activities. CRM for car service allows you to improve relationships with customers, which ensures a positive dynamics of sales volumes and an increase in profits.

The modern market offers variety software products allowing to solve the issue of interaction with the client. But any program is not enough. A system that successfully implements the principles of management and the specifics of the business processes of a car service will become really effective in practice.

Benefits of CRM in a car service

1) Loyal regular customers of the car service

CRM helps to solve the priority task of the owner of a car service - increasing the client base and transferring each client to the ranks of regular ones.

2) Increasing car service sales

CRM allows you to increase car service sales by increasing repeat sales, increasing the efficiency of attracting new customers and reducing the outflow of existing customers.

3) Savings on advertising and marketing of a car service

4) Providing management information for a car service

CRM for a car service will allow you to get analytical and statistical information in real time in almost any slice of information (percentage of regular customers, their LTV, employee efficiency, shifts, failure statistics, etc.). Without an automation system, business processes are carried out chaotically, information is not recorded or lost over time. And get information about current state car service is problematic.

5) Reducing the cost of document flow in a car service

Automation of the workflow of a car service reduces costs and errors with orders, invoices, acts.

6) Tips for a sales manager in a car service

CRM for a car service tells the sales manager what next step to work with a client should take and when is the best time to do it.

7) Sales planning in a car service

CRM helps to build car service sales plans, analyze the duration of transactions and find bottlenecks in the sales funnel. CRM provides information on the progress of the plan.

8) Forecasting financial indicators in a car service

Data from CRM allows you to predict the financial performance of a car service, which can be especially convenient when raising borrowed funds.

9) Improves the motivation of car service personnel

CRM helps to compare the performance of car service employees, their KPIs and reward them for good work.

10) Reducing the number of errors in the car service

Automation of repetitive manual routine actions in a car service leads to a decrease in the number of errors due to the human factor.

11) Improving the quality of service in a car service

CRM allows you to get more feedback from car service customers. This information will help you find bottlenecks, improve service quality and reduce the number of dissatisfied customers.

12) Improving the efficiency of car service employees

CRM allows you to most effectively distribute work time car service employees, speed up the solution of routine repetitive tasks and reduce the number of errors.

Modern CRM for car service

Customized CRM for car service

AutoDealer 8.3- a program for keeping records in a car service. There is free technical support and there are no restrictions on the workplaces where it will be used this system. Price from 23 850 rubles. Detailed information on the company's website.

AutoEnterprise 10- CRM for car service. export of information to external programs (INFO-Accountant, 1C, BEST). The cost of the program for 3 jobs is 20,800 rubles. More detailed information on the company's website.

Netix Triceps- a program for car services, car washes, spare parts stores and car dealerships. There is a free demo version of the product. In addition, it is possible not only to purchase a crm system (29,500 rubles), but also to rent for a year or a quarter. More information on the official website.

Universal CRM that can be implemented in a car service

amoCRM- cloud-based customer management system. The advantages include a clear and intuitive system interface and full integration with many systems. The price for the basic plan for a month of use is 499 rubles. All information can be found on the official website of the company.

bpm'online- CRM-system for marketing, sales and service. One of the most popular CRM systems, which is used large companies. The price for the customer center package for 1 computer is 1450 for 1 month. Full information on the official website.

sales force- CRM-system provided exclusively on the SaaS model (English software as a service - software as a service; also English software on demand - software on demand). The price of the solution for small business is $25 per month for 5 workplaces. More information can be found on the official website of the company.

SugarCRM is a commercial open source CRM system. The subscription price for the basic version is $40 per month. You can read more about the differences between versions on the official website.

SuiteCRM- this is a fork of SugarCRM, supplemented with a number of modules, i.e. a fork of SugarCRM created by third-party developers. This fork is supplemented with a number of modules, but the main code of the system is borrowed from SugarCRM without changes. Plus, this product is free. All information is on the official website.

vTiger CRM- CRM with open source in PHP. Distributed free and paid version. If you choose the free version, you will have to pay for extensions. The paid version starts at $10. workplace. More details can be found on the official website of the company.

CRM Apek- the disadvantages of this CRM system include paid support from 10% to 30% of the license cost. The license itself costs from 14,900 rubles. The pluses include the interface in Russian. The official website provides detailed information.

freshoffice- online CRM-system, document management, financial accounting, warehouse management, business processes, communication tools. There are both paid and free distribution of this CRM system. The paid version can either be purchased permanently for 12,500 or use a monthly subscription (750 rubles/month). All information about this CRM is contained on the official website.

Highrise- simple CRM for small businesses. Eat trial version for 30 days and 3 subscription plans from $24 to $99. More details about the features of this CRM system can be found on the official website.

Microsoft Dynamics CRM- a software package for customer relationship management, developed by Microsoft and focused on the organization of sales, marketing and service delivery (helpdesk). The price is from 2,499 to 13,121 rubles per month. All information is provided on the official website.

Pipedrive- sales management tool for small groups, monthly subscription price from €12 to €62 per workstation. Details tariff plans and other information can be found on the official website

WireCRM- the system has basic set necessary for accounting tools, as well as an application store for installing additional functionality, in this regard, the system is simple and not overloaded with unnecessary functionality, but it can be added if necessary. The cost of using this system is 399 rubles per workstation per month. The site of the company.

Yclients- position themselves as "a powerful and intuitive automation platform for service companies." The subscription fee is from 570 to 2570. You can find more information on the official website of the company.

Bitrix 24- CRM-system for small business. There are both "boxed" and "cloud" versions. Monthly "cloud" subscription - from 2490 rubles, the price for the "boxed" version starts from 59,000 rubles. Everything is described in more detail on the official website.
Megaplan- corporate CRM system. A small number of integrations, compared to other solutions, the cost per use is from 399 to 899 in the cloud and 3,800 to 9,500 on your server. More information .

RosBusinessSoft CRM- Web-based system, includes databases of counterparties, contacts, projects, warehouse, documents, ticket system, calendar, knowledge base. From 550 to 850 rubles, there is also the possibility of buying (9,750 - 11,950 rubles) Official website.

Depending on the functional characteristics of the software, it will automate both almost all work processes in a car service, and individual areas such as maintaining a customer base.

Cloud, boxed or custom-made CRM for a car service?

Cloud CRM for car service

Advantages of cloud CRM for car service

Disadvantages of cloud CRM for car service

(+) round the clock support (+) regular software improvement (+) available via the Internet on computers, tablets, smartphones (+) no need to rent/purchase hosting/server

(-) data security may be at risk: all information is stored on someone else's server and there is no way to control the circle of people who have access to it (-) it is impossible to restrict access via the Internet (-) the need to pay a subscription fee (-) quality and speed of support can be disappointing (-) it can be problematic to set up a particular car service for specific business processes (-) it is impossible to affect the rate of improvement (-) if the provider's servers / data transmission channels become unavailable - the work of the car service will stop

Boxed CRM for car service

Development of an individual CRM for a car service to order

Advantages of an individual CRM for a car service to order

Cons of an individual CRM for a car service to order

(+) 100% takes into account all the specific business processes of a particular car service or network (+) all information is stored on your server and you can control the circle of people who have access to it (+) you can restrict access via the Internet (+) can be made available via the Internet on computers, tablets, smartphones (+) you can quickly implement any necessary functionality (+) can work without internet

(-) development cost (-) choosing the wrong contractor can lead to problems (-) you need to rent/purchase a hosting/server

Mistakes and problems when implementing CRM in a car service

The most common mistakes that lead to problems in the implementation and operation of CRM in a car service are:

• incorrect definition of the purpose of CRM implementation
• illiterate definition and formulation of business processes
• choosing the wrong CRM
• inadequate assessment of the timing of implementation
• incorrect estimate of the implementation budget
• non-compliance with the implementation algorithm and methodology
• implementation "from above" without the necessary training of personnel
• leadership inertia towards the implementation process

Bottom line: the software does not bring the desired result. Therefore, it is important to pay sufficient attention to the training of personnel and their motivation for the quality performance of their duties. To solve this problem, it is necessary to conduct trainings related not only to functionality, but also to proper motivation. It is necessary to explain to employees what benefits they will receive from workflow automation. But it is possible to do without personnel decisions.

In what cases is CRM in a car service useless?

Before deciding on the implementation of an automation system, it is recommended that you familiarize yourself with the following rules:

• Automation is meaningless in the absence of a stable flow of customers and the lack of opportunities to form a permanent customer base.
• There is no need to use CRM in the absence of motivation in business development.
• Expensive automation is not feasible at minimum turnover, as the cost of software may not pay off.

How to evaluate the effectiveness of CRM for a car service

To evaluate the effectiveness, it is worth deciding on the goals for which business process automation is carried out. If the goal is to increase the speed of customer service, then at the initial stage the use of CRM takes more time, but after that time is significantly reduced.

Simple or multifunctional CRM in a car service?

It all depends on the level of business. The simpler the implementation, the de facto poorer functionality and the less efficiency the software will bring.

What indicators should be in a CRM report for a car service?

The report must include the following indicators:

• The degree of customer satisfaction on a 10-point scale
• Description of common problems
• Customer turnover shows the number and ratio of incoming / outgoing customers
• Performance of advertising sources
• Average check
• List of frequently serviced car models

Only on the basis of this information it is possible to form the right strategy aimed at increasing profits.

An example of a car service using CRM

The client calls the car service. The database already stores information about this client:

• car model
• services rendered
• service date
• the presence or absence of arrears
• conflict situations
• car repair shop recommendations
• etc.

With all the above information, employees not only save time on service, but can also 100% satisfy the individual needs of each client.

After agreeing on the time, the employee sends an SMS notification to the client, reminding the time of arrival, which reduces the risk of downtime and improves the company's image in the eyes of the target audience.

When talking on the phone, a car service employee specifies exactly where the client found the car service phone. With dynamic call tracking, this is done automatically. This information allows you to track the effectiveness of advertising sources and plan your marketing budget more competently.

A marketer can make phone calls and conduct brief surveys over the phone, which will help to get a direct opinion on the quality of service from customers. Direct information from the target audience is the key to the timely identification of weaknesses in work processes and the formation effective strategy further business.

With the help of CRM, marketers can send mass mailings to customers about the company's special offers, promotions, discounts, assortment replenishment, which will become an effective way to retain a customer. It will also be useful to send reminders, for example, about the need to replace engine oil(if the period of the previous replacement is known).

Maintaining the entire workflow with an automation system is greatly simplified, whether it is accounting, warehousing, paying wages, interacting with suppliers, recording events, tasks, setting up reminders, generating work orders, etc.

Car service refers to specific business areas and requires in-depth CRM integration. Only full coverage of clients will provide reliable information about the effectiveness of ongoing advertising campaigns and the quality of the services provided.

For the competent implementation of a business process automation system, it is recommended to fix innovations in official duties workers to wages, and the manager needs to regularly review reports regarding customer relationship metrics.

Oleg

Publisher

Oleg Solozobov | 01/06/2017 11 minutes read 2877

Congratulations, it looks like you just found your new and simple CRM for car service!

Well, now everything is in order.

A successful car service cannot be imagined without innovative technologies and in particular. But today this is not enough. To win in competition, it is necessary to use new, modern solutions, thanks to which it is possible to automate the management process service and quality increase the flow of customers and, consequently, the profit of the company. This is allowed to be done.
Despite the fact that today a large number of software for automation of work of small and medium enterprises, Clientbox qualitatively stands out among them, due to its simplicity and functionality, as well as the ability to easily customize the software to the needs of a particular company, taking into account the specifics ( CRM for car wash, service station, tire fitting etc.).

What are the benefits of using CRM in a car service?

car service is a specific business that has its own characteristics. many owners ONE HUNDRED are skeptical about innovation, especially in process optimization. They mistakenly believe that the main thing is the quality of the repair, but this is not entirely true. Practice has shown that those car services that use CRM technologies, more successful, have more clients and stay one step ahead of the competition.

Using a CRM system for a Clientobox car service provides a number of advantages:

1. Company management can promptly generate and receive reports for any period of time in the context of employees, shifts, boxes, structural divisions(STO branches) and so on. This makes it possible to timely find "bottlenecks", identify reasons for the decline in the number of customers and take appropriate management decisions. It is being formed, it is possible to configure access to it and reports for accounting, middle managers, etc.
2. CRM system for car service allows increase customer loyalty to the car service, keep the old ones and get new ones, thereby increasing traffic. Sales increase is achieved by repeated appeal and reduction of those customers who at least once used the services of the service.
3. Ability to lead electronic document management , the use of electronic reports allows you to get rid of a mountain of documents in cabinets and save on paper, consumables for printers, etc.
4. frees up the time of employees and allows it to be directed to increase in the number of sales. The system also “suggests” how to do it as efficiently as possible (forms sales funnels, provides , provides the ability to store customer data and provides fast access to them).
5. The head of a car service receives huge amounts of information about the work of his enterprise, which makes it possible not only plan work effectively but also to find hidden reserves by saving time, labor costs, consumption of spare parts, materials, etc.
6. CRM system for car service allows you to get the results of work in the context of employees, compare them and, based on this information, develop a motivation system. Thus, the wage fund will be distributed correctly, and employees will be motivated to do more to get more.
7. Automation of many processes allows you to avoid mistakes in the work of the company, as the "human factor" is excluded
8. will not let your staff forget about meetings. The system creates schedules, schedules, which makes it possible to more efficient use of working time and record for repairs without creating a queue for customers.
9. not tied to the workplace, the user can access from any computer connected to the Internet with any glasses in the world.
10. Implementation of CRM as simple as possible and takes a little time. The interface is intuitive, the software does not require developer support and can be configured by the client independently, based on the features of the service.

What indicators should be in the CRM report for a car service.

Reporting in the work of any enterprise is very important, as it allows you to receive information about its work, take management decisions and carry out planning. This also applies to car service. There are some indicators that must be controlled by the manager, and CRM for a car service will bring them to his knowledge at any time in just a few seconds, these are:
customer rating, which shows the degree of his satisfaction;
most common types of faults;
list of models that are most often serviced;
customer flow level(including the number of new customers, those who left or applied again);
dynamics of the number of sales;
average check;
profit margin received from one client.

With this information, the manager can develop the right car service management policy aimed at profit increase.
- This effective tool, which car service owners use to increasing the number of clients and optimization, automation of the company as a whole. It will allow you to identify "bottlenecks", find hidden reserves for savings and increase the number of sales.

Car maintenance is a hectic business. Frequent change of customers, cars of various brands, requiring a huge amount of all kinds of spare parts. Everything needs to be taken into account, correctly calculated and legally executed. In order to optimize such a complex business, a CRM system for a car service has been developed.

The concept of a CRM system

CRM (Customer Relationship Manager) builds a management system, the center of which is the client. Taking into account his needs, the system assesses the situation of the enterprise and optimizes the workflow from the first call to the end of the service. In addition, the document flow is simplified, accounting in the warehouse is automated, which prevents theft. Thus, there is a tight control over the finances of the enterprise. As a result, work with the client reaches a new level, where turnover and profit increase.

Accounts are kept for each customer, telephone calls are recorded. This allows you to plan the time of the provision of services. Without any problems, the director and employees of the car service will see the features of the car on the terminal if the vehicle has been repaired in this service station before. Also, using the CRM system, you can find out about the availability / absence of the necessary spare parts.

Constructor

The system is block or modular, allows you to assemble the desired configuration. The constructor with basic functionality consists of blocks:

• multichannel communication;
• ready-made processes for accounting and warehouse support with documentation forms;
• customer base management;
• personnel base.

Separate products include marketing platforms, analytics, dealer network management and control units, as well as solutions for other applied tasks.

If you take a separate module, consider its compatibility with operating systems accounting and the possibility of further optimization.

Do not forget that partial automation of processes will not give a pronounced acceleration of work and will slightly increase efficiency. Better take complete solution for all areas of work, with the help of which the issue of compatibility will be immediately resolved.

Software

CRM systems software differs in the number of tasks to be solved. It can cover all activities of both large and small car services.

One of the popular integrated programs is TurboService. The program is universal, designed for small firms with one computer, as well as for larger service stations. Focused on increasing profits, evaluates the contribution of each employee, optimizes the warehouse well.

Clientix Speed remarkable for its analytics. In addition to basic functions, it makes it possible to track the dynamics of the main business indicators. Possibility of SMS distribution, waiting list, which allows you to plan the day with maximum efficiency.

AutoIntellect has a multifunctional auto parts search, auto service post scheduler.

There are also other large / small, paid and free programs that can be used specifically for your business.

By implementing CRM in a car service, you will receive:

• coordination of all parts of the work;
• the most accurate control over the flow of goods and finances;
• reduction of service time at each stage;
• increase in profits due to rapid turnover and increased efficiency of employees;
• a satisfied client who, with any breakdown of his beloved car, will come to you again.