It’s great news for all five Chorley Group locations, which are open and ‘busier than ever’ after shutdown. RTC software has allowed the group to go paperless to save time and space, as well as promoting transparency. Technician pre-allocation also supports longer opening hours and increases workshop output.
Going against the trend of the last 12 months, Chorley group have experienced increased demand and output after installing RTC’s aftersales software package across all five locations, which covers real-time online booking, arrival and handover, workshop job management, inspection, check-out, and contact and reporting. All this was supported by a full training programme –administered by RTC – for staff across management, front-of-house, call centre and technician departments.
The implementation has been described as ‘seamless’ by Pauline Turner, Managing Director of Chorley Group, and the software has successfully linked with the group’s Dealer Management System provided by CDK.
By using digitalisation to free up physical space, the group’s Preston branch has now become one of the first Nissan dealers in the UK to go entirely paperless. More locations in the group are expected to follow suit during the rest of this year.
Pauline Turner praised the system, saying: “Every job is 100% traceable and nothing is ever missed. With the ability to pre-allocate jobs, we can open the workshop outside normal service hours, without a manager present, and every member of the team is able to operate at full productivity.
“On top of this, the software generates incoming workshop business through automated customer reminders, sending them an SMS or email when a service or MOT is due. Customers can then book their annual service and MOT online, through our website, which links directly to our available hours, with a choice of pre-loaded while you wait times, courtesy car or collect and deliver service.
“RTC gives an open view of future bookings. It means we can manage our staffing levels more intelligently according to how much work is booked in as well as arranging marketing campaigns to maximise any spare time.”
Pauline Turner also says that Chorley Group has enjoyed high demand since closing at the start of the UK’s lockdown, with fully booked service bays throughout May, June and July: “Since re-opening, sales and aftersales have both achieved year on year record results. Our locations have been re-designed to make them COVID-secure, making customers comfortable enough to return.
“The lack of paperwork has also made a strong contribution, with RTC’s online booking platform giving customers confidence and flexibility. When booking a service appointment, the software gives the customer the choice to arrange collection from and delivery to their home address, to book a loan car, or to have a while-you-wait appointment.
“The entire process is paperless and seamless. We arrange a safe key handover, sanitise the car and keys when the service is complete, and return the car – job done.”
Adding to these comments, chief operating officer at RTC Automotive Solutions Richard Robinson said: “Chorley Group is leading the way with it comes to embracing digitalisation. Their example demonstrates that this new way of working has real benefits for workshops, even during difficult times.
“As we gradually emerge from lockdown and the nation’s cars get on the move again, it’s been heartening to hear more and more stories from our customers about how digital solutions are allowing them not just to survive, but to grow.”
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