Progress WorkshopPro system helps Volkswagen Retailer top the network

Volkswagen retailer JCB Volkswagen Vans Ashford has topped the UK’s retail network for customer satisfaction for the second and third quarter with the help of Progress Aftersales system.

The JCB aftersales team has won Volkswagen’s van retail league since it started in April 2010 and attributes their success to their excellent processes which ensures an efficient and smooth-running visit to the aftersales department for van drivers. However, service manager Peter Hare readily admits it is the operation of the Progress DMS Workshop Pro system which enables the department to deliver these first class efficiencies.

Progress’s  innovative aftersales product Workshop Pro, installed at JCB Volkswagen’s two retail centres and two van outlets in Kent, is a specially developed aftersales software product from the award-winning supplier of web based systems. Effectively and efficiently managing a vehicle’s progress through the workshop, Workshop Pro also tracks individual labour hours, profitability and identifies upsell opportunities.

Comments Peter: “We were absolutely delighted to win twice in a row and the fact that we won by a significant margin suggests we have all the correct processes in place which are strictly adhered to by our friendly and professional team who impress our customers on a daily basis.

“We were judged on a whole range of criteria from labour hours sold to accessories sales and customer satisfaction scores. Whilst the aftersales team deserve all the credit, without the operation of the Progress system our department would not be quite so slick which is clearly part of the reason our customers give us such high ratings.”

JCB utilise the T-Card element of the Workshop Pro system to ‘load up’ the workshop and provide an unprecedented level of organisation and information.

Adds Peter: “Everyone has access so there is no need to leave our desks or work areas to progress a particular vehicle contributing to a straight-forward, trackable and easy-to-understand chain of events. Should a customer request an update, anyone in the business can provide the details. The efficiencies the system has given us are tremendous to the point that without it we would all feel we were operating completely in the dark.”

The team also make extensive use of the Vehicle Health Check system, this enables technicians to identify and log areas of concern on a vehicle for future reference. The system flags the vehicle and the pending work at a given time in the future triggering a follow-up by the service advisors so customers can book the vehicle in for the job to be completed.

“Inevitably this boosts our bottom line,” comments Peter. “But it is so much more than that; our customers are grateful that we take such an in-depth approach helping to keep their cars in the best condition for the road as well as optimising their safety and potentially reducing the need for larger maintenance work in the future. The Progress System is one of the most vital elements of running a successful aftersales department.”

For more information, please contact:

Logan Naidoo or Philip Fisher
Progress DMS,
Tel:  +44 (0)845 257 9305

Email: logan.naidoo@progressdms.co.uk or philip.fisher@pdmsconsultancy.co.uk