5 Min ReadJanuary 25, 2022

Constantly Ensuring Your Success

Constantly Ensuring Your Success

Who’s watching over your business to make sure you’re getting the most from your system, and seeing to it you’re on the right path? This might not be a function every dealer expects from its solutions provider, but it should be.

Most suppliers will provide you with some form of support after installation of your system, though as discussed in the previous article, they are not all the same. The better ones will have a single contact to reach out to when you need help: one phone number to call when you have an issue with your bill or a question to be resolved. That customer-care person — called a Success Manager at CDK Global — is responsible for seeing your issue to its most satisfactory conclusion.

That’s what is called reactive assistance. But the best kind of performance management process goes beyond that to also provide proactive assistance. And if your dealership were in the same situation as Granger Chevrolet, that’s what you would want your supplier to deliver.

Providing Proactive Assistance

When a natural disaster occurs, your Success Manager should be doing more than waiting for their phone to ring so they can react. They should be proactively monitoring your dealership and doing everything possible to make sure you’re able to do business.

Of course, this is an extreme example. Even under circumstances that present less of a crisis situation, your Success Manager should be looking for opportunities to help your business move forward. At CDK, that includes performing ongoing check-ins with dealerships, and being sensitive to changes in:

Through their Utilization dashboard, CDK Success Managers can keep tabs on which of about a dozen applications each dealer is using — and how effectively they’re being used. They identify which tools aren’t being utilized. And they keep a watchful eye on opportunities for —

  • Revenue Generation
    This may include checking whether Parts Pricing is as high as it should be based on market and demand.
  • Cost Savings
    This may include reviewing parts on Special Order to determine the percentage that’s sitting in the bin and costing the dealer money.

Consulting their Performance dashboard, CDK Success Managers review critical financials to determine how the dealership is doing year over year, and to evaluate how the various departments are performing. Most importantly, they identify areas that are underperforming so they can be addressed and make your dealership more profitable.

Additionally, Success Managers at CDK can compare your dealership’s performance with comparable dealer metrics sorted by size, region and OEM. That’s an advantage only we can offer, based on the sheer scale of dealership data CDK analyzes daily. And all utilization and performance data are updated every 24 hours, to facilitate the most informed decision-making available.

Making a Plan

Let’s say an opportunity has been identified, either reactively or proactively. Next, it’s time for the CDK Success Manager to work with the dealer on formulating a plan. Exactly what kind of plan depends on the needs of the specific dealer, and may involve one or more of the following:

  • Learning classes — hundreds of on-demand courses are available through CDK University
  • Relevant webinars — dozens of product-focused presentations are hosted each month
  • Specialist attention — experts on our entire portfolio of solutions are on call

When a specialist is needed, the type that’s contacted most frequently is a CDK Performance Manager. Let’s look closer at what they bring to the performance management process.

Calling in the Specialists

The Performance Manager has the tools to look more deeply into many kinds of dealer questions and resolve them effectively. So when the Success Manager has an active or proactive opportunity that could use their help, that’s when the Performance Managers go to work. And like Success Managers, Performance Managers will also reach out to dealers running CDK Drive and certain other solutions — particularly when monitoring tools indicate there’s cause for further examination within:

Service Utilization
Performance Managers can compare the dealership against standards for appointment, reception, inspection, VIR, lane and closing rate. They can view multiple dealer locations in a group, all in one place; take deep dives into Service department sales, labor, parts, and parts wholesale business; and identify the services that are the most recommended — and the most declined.

Key Performance Indicators
Want to know how each of your Service Advisors is performing — who’s doing well and who needs the most help? Performance Managers can tell you. They can drill down into new and used car sales, current vs. previous sales volume, gross profits and average per-car sales. Parts, Service, Sales, and Accounting all receive their thorough consideration.

Taking Action and Following Through

After carrying the Success Team’s initial diagnosis through to a more detailed analysis of your dealership, the Performance Manager can provide you with a thorough plan of action. But even then, the performance management process isn’t over.

You can expect follow-up from your CDK Success Manager or Performance Manager at a frequency that’s customized to the precise needs of your business. It could be weekly, monthly or quarterly: whatever it takes to make your dealership its most successful.

Can every technology supplier deliver this level of ongoing performance management? Unfortunately, no; and the few who come close may require you to pay additional fees. But at CDK, we see it as essential. It’s included — not extra, and evidence of the successful long-term relationships we look forward to building with you from day one.

Your Dealership Deserves It All

As you’ve seen through this series of articles, the right technology supplier for your dealership:

At CDK, we are committed to being that partner for you. And we thank the dealers who have kindly lent their voices and stories to this series: Premier Automotive, Granger Chevrolet, Morrie’s Automotive Group and BMW of Beaumont.

For more resources supporting you and your business, visit us HERE

Share This

JD Demott
By JD Demott
Senior Director of Customer Success

JD Demott is Senior Director of Customer Success for CDK Global. He previously held leadership roles at Elead (now part of CDK), implementing and managing multiple teams within the Customer Success organization. It is JD’s mission to oversee the delivery of exceptional customer experiences and the creation of long-term value for the benefit of all CDK clients.

Recent Insights

Ease of Purchase Hits New High in February

Ease of Purchase Hits New High in February

Despite hurdles when it comes to affordability, more car buyers said it was easy to complete their purchase in February...
2 Min ReadFeb 27David Thomas
That’s a Wrap. Takeaways From N A D A 2024.

That’s a Wrap: Takeaways From NADA 2024

The camaraderie and partnership that comes with being at NADA were in full effect at this year’s show in Las...
3 Min ReadFeb 19CDK Global
Buyers Take the Wheel for Car Sales in 2024.

Buyers Take the Wheel for Car Sales in 2024

After three years of dramatic post-pandemic market swings, buyers in 2024 are poised to take back the wheel with plenty...
3 Min ReadFeb 13CDK Global
What’s the Key to Win the Automotive Service Wars.

What’s the Key to Win the Automotive Service Wars?

Although 2024 is shaping up to be a buyer’s market, new and used vehicles continue to be painfully expensive for...
3 Min ReadFeb 9David Thomas
Friction Points 2024

CDK Releases the Friction Points 2024 Study

The automotive industry has returned to somewhat of a pre-pandemic state at the end of 2023, but car buyers are...
1 Min ReadFeb 1CDK Global
The Game Changing Value of an Automotive C R M.

The Game-Changing Value of an Automotive CRM

The automotive industry is known for its love of acronyms and buzzwords. Most of the time we see dealers change...
4 Min ReadFeb 1Amber Good
Busting the Top Five Myths About the American Car Dealer.

Busting the Top Five Myths About the American Car Dealer

When you live and breathe the industry you work in, you tend to get a little protective of your colleagues...
5 Min ReadJan 29Barb Edson
Service Shopper 3 point 0 white paper.

What’s Changed in Service Shopper 3.0

Winning over a shopper is difficult for any type of retailer. Securing someone’s business looking to service their car however,...
1 Min ReadJan 12CDK Global
F and I Manager Tips. Hidden Opportunities in the Service Department.

F&I Manager Tips: Hidden Opportunities in the Service Dept

At first glance, the F&I and Service departments may seem worlds apart. Yet, both departments are critical linchpins in connecting...
4 Min ReadJan 12Saundi Crandall
New Cars Easier to Find, Bolstering Buyer Attitudes.

New Cars Easier to Find, Bolstering Buyer Attitudes

Car buyers raced against the clock to secure deals before the end of the year while inventories and incentives were...
2 Min ReadJan 3David Thomas