Delays in vehicle service undermine fleet efficiency, productivity and asset utilization, adding to the total cost of ownership (TCO). In addition to frustrating the maintenance department, delays cause problems in other areas of your operation and even impact your service supply chain ecosystem.
Here are four ways to make your service event management process more efficient and lower your total cost of ownership (TCO).
Set rules of engagement: Outline protocols, expectations and communication standards that are customized to your specific operation. Require that all operations be VMRS coded and that service events use Standard Repair Times. Use electronic approvals for all estimates and insist on always receiving an estimated time of repair. Rules of engagement should be used regardless of where service is performed to ensure uniformity.
Improve communications: Automatic notifications let you know when a repair status has changed. Estimates need to be approved every time there's a change to the repair order and must reflect new dollar amounts. Set up a chain of command that covers who within your organization can approve repairs and to what dollar amount. Don't rely on random emails, text messages, voicemails, spreadsheets on shared drives and manual data entry or you'll constantly be in fire-drill mode due to lack of information.
Monitor events in real time: Having up-to-the-minute information on every maintenance and repair event allows you to spot problems earlier. The sooner you find a problem the more options you have available and the better you'll be at making the best decision. Use management by exception to quickly and easily identify potential problems based on elapsed downtime, estimate amount, non-compliance with standards for data collection, etc. Don't wait until after the service event is finished to try to fix issues.
Use a closed-loop system from event creation through repair completion: A closed-loop system ties all the information together in one place and notifies people based on preferences about upcoming and current service events. Involve everyone in the service supply chain ecosystem as well as internal team members (accounting, operations, logistics). Whether it's an OEM trying to make a faster warranty decision or accounts payable checking electronically approved versions of estimates, everyone benefits by having access to in-context information when they need it.
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