Fixed Ops Journal - December 2021 - F23

FIXED OPS JOURNAL
Digitizing documents saves time, adds security
G
oing paperless isn't feasible for every
dealership. But management at
Andy Mohr Chevrolet in Plainfi eld,
Ind., did the next best thing by
adopting digital document-management
technology from One View.
Th e cloud-based platform off ers document
scanning and archiving capabilities. Th e biggest
benefi t is a signifi cant reduction in time
spent searching through stacks of bankers'
boxes for sales and service documents needed
for warranty disputes, fi nancial audits and
the like, says Teresa Youngen, controller for
the Chevrolet store and Andy Mohr Ford, also
in Plainfi eld.
At one point, the store - one of 11 new-car
costs, he says.
Employees generally embraced the new
technology; it helped that the Tekion system is
user-friendly, Castelino says.
" We also eliminated a lot of 'bolt-on' vendors
that had created a Frankenstein-like system
that delivered a clunky customer experience, "
he adds.
Th e Xtime system also features a digital payment
portal that enables customers to pay
bills online via cellphone. Th en they can either
pick up their vehicles in person or opt to
retrieve their keys from an outdoor kiosk, using
a texted code number that opens a small
lockbox.
" It's like an Amazon locker, " he said. " Th ere's
no waiting in line or cumbersome process. "
More accurate and transparent
Th ree stores owned by Charlotte, N.C.based
Scott Clark Auto Group also have benefi
tted from going paperless, says David
Blackburn, service director at Scott Clark
Toyota and Scott Clark Nissan, with oversight
over Scott Clark Honda. (Th e group is
owned by Automotive Management Services
Inc.)
Th e stores converted to a paperless platform
from Xtime in September 2019. Service advisers
use iPads to check in customers and perform
walk-arounds, while technicians use
iPads to perform multipoint inspections, order
parts and take photos and/or videos that
can be attached to repair orders and texted to
customers, Blackburn said.
" By sending customers photos, we now
close almost 43 percent of recommended service,
compared to around 22 percent before, "
Blackburn said. " And we close nearly 60 perStevens
Creek Volkswagen technicians use
cloud-based software, requiring no printing.
cent of recommended maintenance items,
compared to 47 to 48 percent before. "
Other chief benefi ts include more transparency
for customers (via photos and videos)
and more accurate repair orders (no
more errors because of sloppy handwriting).
Plus,
available for warranty audits and customer
quick document retrieval was now
dealerships under the Andy Mohr Automotive
Group umbrella - had more than 500 bankers'
boxes stored in six off -site storage lockers.
" It's not a paperless system, but it's a step in
the right direction, " Youngen says.
Th e store started scanning documents
about six years ago. Th e technology doesn't
really save money because the store had to
hire a full-time employee who scans about
1,000 documents a day.
" And we still can't quite keep up, " Youngen
says.
Furthermore, the store also pays a small fee
per scan - 10ths of a cent per document.
Th en the scanned documents are shredded,
which is another expense, she says.
On the other hand, while it may be hard to
quantify fi nancially, retrieving digitized documents
is so much faster and effi cient than
rummaging through bankers' boxes. Records
stored on the cloud also are more secure, she
says.
" I love the technology, " she says. " It's very
easy to use. Someone just asked me for a document
from two years ago, and I was able to
call it up in seconds.
" Yes, it costs more than using bankers' boxes, "
Youngen adds. " But when you factor in the
time saved looking for documents, the increased
security and the confusion avoided,
it's a no-brainer. "
- Ken Wysocky
disputes, he says.
" We don't have to go to an outside storage
facility and search for a box of records, " Blackburn
said.
" And if a customer claims we did unauthorized
work, we have proof it was authorized.
It's a pretty tight system - a great CYA [cover
your ass] tool. "
Enforces protocols
In reality, doing things paperless takes a little
longer on the front end because it forces
advisers to follow check-in and walk-around
regimens instead of taking shortcuts during
hectic periods, he points out.
" When things get busy, it's human nature to
take the path of least resistance, " Blackburn
says. " But this system forces compliance with
the process ... and from where I sit, I need that
kind of accountability. If things go sideways
with a customer, documentation always beats
a conversation. "
But the system saves time on the back end
because technicians don't wait in line nearly
as long at the parts counter, he says.
" Th at adds up to more time than you might
think, " Blackburn said.
In addition, paperless processes give stores
a more professional image and provide a
high-tech experience that customers expect
in a digital age. Moreover, the system promotes
security because documents containing
sensitive customer data aren't visible on
desks and counters, he adds.
For Castelino, it all boils down to one thing:
Dealers must evolve with the times.
" Th e way I see it, you can either be an Amazon
or Amaz-off , " he said. " Th e time to go digital
is now. " 
DECEMBER 2021 PAGE 23
Fixed Ops Journal - December 2021

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