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Fighting Technology Inertia

Fighting Technology Inertia. How to get employees to accept new technology. by Sandi Jerome Sandi Jerome Computer Consulting sandi@sandijerome.com www.sandijerome.com. “If only they were like a monkey”.

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Fighting Technology Inertia

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  1. Fighting Technology Inertia How to get employees to accept new technology by Sandi Jerome Sandi Jerome Computer Consulting sandi@sandijerome.com www.sandijerome.com

  2. “If only they were like a monkey” “ 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 www.sandijerome.com

  3. Acceptance 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 • Technology committee • IT director • Controller • Parts Manager • Internet Manager • General Manager/Dealer www.sandijerome.com

  4. Training made easy "I hear and I forget. I see and I remember. I do and I understand." www.sandijerome.com

  5. Training methods • 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? www.sandijerome.com

  6. Result-Based TrainingList your needs and results • 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?

  7. Can you make it fun?

  8. Why are DMS systems so difficult for humans? • 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 www.sandijerome.com

  9. How do you determine if you need to change DMS providers? • 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 www.sandijerome.com

  10. Can you change systems? Take this Quiz • Stable workforce • Controller /Parts manager “on board” • IT director/manager to help • Cost savings – 30% • Your data can be converted – not archived or held captive • Your CRM is not held captive by their server www.sandijerome.com

  11. How do you select? • Budget range • Technology needs – what can’t you live without? – Case Study; • Multi-company • CRM interface/integration • Report writer – with Excel output www.sandijerome.com

  12. What is Multi-Company? • Payroll - distribution • Payables – Checks, one per vendor • Stock transfers, “views” • Parts • Vehicles • Combined reporting Most important….Customers! www.sandijerome.com

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

  14. What is a Report Writer? • Access to your main database files and transactions with security • Ability to select fields, criteria • Export to csv, XML, Excel

  15. What is CRM?The Big 3 • Prospect and Lead Management • Contact management of actions, letters, emails • Data Mining of your sold customer database for service/sales www.sandijerome.com

  16. What is Data Mining? What are Tier providers?

  17. Creating your own Tier 1, 2, 3 providers Case Study: Based on CRM/Multi-Company/Report Writer • 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 www.sandijerome.com

  18. Other Items • Service Scheduling • Appointment Scheduling • F&I Menus • Desking • Contract submission • Rental vehicles • Data warehousing • Automated parts picking • Parts locaters • Parts catalogs • 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 www.sandijerome.com

  19. Value matrix method www.sandijerome.com

  20. Manufacturer integration  What do you really use? www.sandijerome.com

  21. Manufacturer IntegrationThe Big 5 • Financial statement • Parts orders • Warranty submission • Parts tapes • Labor time guides But how much does it cost you? www.sandijerome.com

  22. How to Save Money • 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 www.sandijerome.com

  23. Should you Upgrade? • Required? • Space, Speed • Newest versions – will you use these features Watch the “it will cost less” pitch! www.sandijerome.com

  24. Conversion Checklist • 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 www.sandijerome.com

  25. Before you go “live” – 25/2 Rule • 25 Repair orders • 25 Parts Tickets • 25 Car deals • 25 Checks • 25 Receipts • Parallel payroll – 2 runs www.sandijerome.com

  26. Tips for getting great support • 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 www.sandijerome.com

  27. Questions? Sandi Jerome www.DealerStar.com www.sandijerome.com sandi@dealerstar.com Phone 360-406-5062 x 706 Fax 503-715-5600 Thank you! www.sandijerome.com

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