Automotive Automation (AutoMM) Director, Luke Bettles, speaks confidently about Connect+, an addition to the Vision platform, designed to solve ‘inefficient, slow and inaccurate’ enquiry and order processing methods.
Typically, workshop customers phone in their orders, which can be timeconsuming for both factor and workshop, especially if the part look-up is done while the workshop is waiting on the call. Increasingly, workshops are now sending in enquiries via WhatsApp or text, often to the personal phones of individual sales operators.
On top of the inefficiencies in terms of the time it takes to answer enquiries, there is also the issue of factor owners not knowing whether all enquiries are being logged, how quickly they are being responded to or how many enquiries aren’t converted to orders.
Some factor owners provide a communal phone for receiving WhatsApp messages, which does at least mean that the key relationship is with the factor rather than the individual. This can, however, lead to issues working out who should be dealing with the enquiries and opens up the possibility of errors. Potentially, the information on how many enquiries were received and converted could be calculated, but it would be a lengthy exercise.
Introducing Connect+
Connect+ is a direct link from a factor to its workshop customers, enabling them to use an app on their own mobile device to place enquiries and orders. The app is branded with the factor’s colours and logo and, in effect, looks like it belongs to the factor.
Workshop customers enter a vehicle registration and a brief description of what is required. They have the option of attaching images and text if additional information is required for part identification. The workshop then has the choice of sending this as an immediate order or as an enquiry requiring a list of suitable items to be returned.
If the customer chooses to send an enquiry, when the quote comes back, they confirm any or all of the parts on the quote and then click to confirm the order.
With every update to the enquiry/order process, the workshop user receives a native push mobile notification straight to their device, keeping them up-to-date without the need to chase the factor. The app also keeps track of all parts ordered or with open enquiries, so workshops can look through their history and view their status. Factors using the app have seen workshops stop sending messages or making phone calls, as they find the Connect+ app straightforward and quick to use.
As enquiries and orders are received by the factor, sales team members can view them immediately, via a desktop-based web portal, and then investigate part requirements. Operators can manage more enquiries and orders simultaneously, with greater precision and company-wide transparency.
Multiple parts with notes, prices and due dates can be pushed back to the workshop; it can then select what is required and confirm the order.
Crucially, all enquiries and orders are logged, and the reporting section allows factor owners to see how efficiently, quickly and easily enquiries are being dealt with. Other reports include traffic stats and details on enquiries and quotes that weren’t converted into orders.
Since September, Titan Motor Factors has been using the Connect+ app with its workshop customers. Co-owner, Mark Boobyer, said: “Having our customers using the Connect+ app has led to getting back to them quicker than before. The app is sending notifications to our customers, so they always know where the order is.
“Being able to see the quote to invoice rate has improved us massively, freeing up time from the phones. It’s definitely the future, using the Vision platform, with Luke and the team doing a brilliant job.”
AutoMM is so confident in the benefits and value of Connect+, it is offering a free three-month trial to new customers.
