How to get employees to accept new technology by Sandi Jerome Sandi Jerome Computer Consulting

“ If you teach a monkey to press the Ctrl key, he’ll happily press it all day for a treat. Teach a human and they’ll say, “but on my old system I used the shift key” Law of Employee inertia – employees will continue in their current state unless they are encouraged to act otherwise

 Technology committee ◦ IT director ◦ Controller ◦ Parts Manager ◦ Internet Manager ◦ General Manager/Dealer Mission Statement: The Technology Committee is the forum for reviewing, evaluating, and recommending strategies, plans, and policies for dealership information technology. The specific elements of the committee's charge include: Identify strategic directions, capabilities, and objectives IT support, including learning technologies Identify opportunities where IT can help achieve the dealership’s goals and recommend priorities Ensure a coordinated implementation of the dealership’s IT projects and initiatives

"I hear and I forget. I see and I remember. I do and I understand."

 Manuals, Knowledge-base, FAQ  Live instruction  One-on-one  Levels; ◦ Level 1 – Data Entry ◦ Level 2 – Search, Report ◦ Level 3 - Results What is the best way to train your employee to use the DMS better?

 List of used vehicles over 60 days old  Customer’s service history  Expenses over $500  Where did they come from?  When was the last time they had their tires checked?  Which ones have increased over the past year?

Can you make it fun?

 Integration with factory  Reduced innovation  Getting better with Star Standards  30 years of limited choices  Uses want it to be the same  Keyboard/form-based systems  Integration with “modules

 Cost, cost, cost – need 30% savings  CRM needs ◦ Integrated vs. Interfaced ◦ Access to the data  Contract is up ◦ New contract is too long or costly ◦ Contract is too complicated  Outgrown the system

Take this Quiz 1. Stable workforce 2. Controller /Parts manager “on board” 3. IT director/manager to help 4. Cost savings – 30% 5. Your data can be converted – not archived or held captive 6. Your CRM is not held captive by their server

 Budget range  Technology needs – what can’t you live without? – Case Study; ◦ Multi-company ◦ CRM interface/integration ◦ Report writer – with Excel output

 Payroll - distribution  Payables – Checks, one per vendor  Stock transfers, “views” ◦ Parts ◦ Vehicles ◦ Combined reporting Most important….Customers!

Combined “view” of Customers – one file All vehicles purchased at any dealership, repair orders, parts

 Access to your main database files and transactions with security  Ability to select fields, criteria  Export to csv, XML, Excel

1. Prospect and Lead Management 2. Contact management of actions, letters, s 3. Data Mining of your sold customer database for service/sales

What are Tier providers?

 Tier 1 ◦ ADP, DealerStar, R+R (ERA and Power)  Tier 2 ◦ DealerTrack/Arkona, ACS, Auto/Mate, MPK, DealerBuilt, PBS, Quorum  Tier 3 ◦ AutoSoft, System 2000, DPC, DDS Based on CRM/Multi-Company/Report Writer Case Study: Based on CRM/Multi-Company/Report Writer

 Parts scanners  Driver’s license scanners  Labor time guides  Service pricing guides  Internet site - inventory  Internet leads  Titling  Audit – CPA firms  Sales tax reporting  Credit Bureau Service Scheduling Appointment Scheduling F&I Menus Desking Contract submission Rental vehicles Data warehousing Automated parts picking Parts locaters Parts catalogs Service Scheduling Appointment Scheduling F&I Menus Desking Contract submission Rental vehicles Data warehousing Automated parts picking Parts locaters Parts catalogs

ItemYour Value- A ADP Drive – my rate B ADP score A*BArkona - DArkona Score A*D True ASP – ease of upgrades Integration with Ford69 Training required vs training proposed 48 Less training required73 Setups and conversion required72 Future price increases29 Proposed CRM596 Total Scores

What do you really use?

 Financial statement  Parts orders  Warranty submission  Parts tapes  Labor time guides But how much does it cost you?

 Combine technologies; CRM, DMS, Payroll  Use a company that has fixed pricing  Avoid annual price increases by considering a contract and read your contract  Understand EVERY item on your billing  Compare the pricing on items you can buy elsewhere ◦ Printer ribbons ◦ Credit bureau fees ◦ Paper, toner, forms

 Required?  Space, Speed  Newest versions – will you use these features Watch the “it will cost less” pitch!

 Take the “can you change?” test again  Pick a perfect date; end of quarter, no vacations, no other major changes  Make a training plan (not too early, not too late)  Determine a “go-no go” date and how to access  Document what data will be converted  Backup data that won’t convert; GL detail, parts sale detail  Consider steps; Parts and Service, Sales, Payroll

 25 Repair orders  25 Parts Tickets  25 Car deals  25 Checks  25 Receipts  Parallel payroll – 2 runs

 Use their support website  Be clear ◦ Screenshots ◦ Examples; On job 3700 when I bring up repair order CV120330, the customer address2 field shows Suite 36 instead of 362. Instead of “customer fields are too short.”  Keep your own support log

Sandi Jerome Phone x 706 Fax