SRP Service, Repair and Accessories Packages The all-inclusive package-price system from BMW Motorrad.

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1 SRP Service, Repair and Accessories Packages The all-inclusive package-price system from BMW Motorrad. 1. Find time and information for your customers. 1.1 A shared objective. No doubt you are familiar with the problem yourself: these days, there just isn't enough time for in-depth, well-prepared discussions with customers in Service. Because as you know, getting cost estimates just right can frequently be difficult and time-consuming. BMW has developed SRP as a solution that will enable you and everyone employed in Service and Parts Sales to provide correct information instantly on prices and on services, and subsequently process this information with ease. To put it briefly: a system that dovetails neatly with your needs and your preferences. 1.2 Your customers value BMW Service. People who ride BMW motorcycles tend to become more price-aware as their motorcycles become older. The perception, in some instances, is that the services provided by BMW workshops cost too much. Customers can find it reason enough to adopt this standpoint if prices are not immediately transparent; the assumption is that if the price isn't available on enquiry, the service is bound to work out too dear in the end. Prices that are calculated on a fair basis and that are understandable combine with BMW's quality standard to put you in a good position vis-à-vis your customers and on a good footing with regard to the competition. Because your customers value BMW Service, as long as the exact prices are communicated to them and explained. Supplying accurate information goes a long way toward significantly reducing customer complaints. As a positive side-effect, this very effectively counters the "expensive" image that the BMW brand has among some customers. Accurate information on prices, the work to be done and the completion deadline, moreover, constitutes a firm take-off point for boosting customer satisfaction and this, in turn, helps create long-term loyalty bonds between the riders of BMW motorcycles and your BMW dealership, BMW Service and the BMW brand. In the final analysis, highly satisfied customers will remain loyal to your dealership and the brand and will demonstrate this loyalty when the time comes round to buy another motorcycle. 1.3 SRP: the abbreviation that works well. BMW has developed an easy-to-use program enabling you to state specifically what work will be undertaken, what it will cost (all-inclusive package prices) and when it will be completed when you talk to customers on the phone or in the Service Reception area. This program is the SRP module on the KSD Motorrad CD. BMW Motorrad Service 1 of 5

2 The SRP function on the KSD Motorrad CD stands for Service, Repair and Accessories Packages. We have established the technical prerequisites and the boundary conditions that will allow you to deploy SRP to maximum effect in your everyday work. 1.4 Service in your dealership merits the "Premium" commendation. The benefits of SRP speak for themselves. And for the quality of Service in your dealership: Transparent prices for easy comparison Competent information and advice from a single source and provided by each and every employee in Aftersales (also includes phone enquiries) Printout of a correct and detailed quotation (information on parts prices and FRUs) Details of parts availability Accurate information on service and repair times Streamlined administration Fewer complaints concerning information on as-billed prices and services Enhanced customer satisfaction A better competitive edge 2. Make those packaged solutions work on your behalf. 2.1 Your KSD Motorrad CD has everything you need to use SRP. The KSD Motorrad CD (Kaufmännische Service Daten, Commercial Service Data) contains all the packages currently available and it also includes standardised interfaces to your DMS. The current tally is about 3,000 packages, with SRP supplying all the information on parts and accessories alike, as well as the flat-rate units for the most important recurring order-related routines, all listed to match the specific construction status of a given motorcycle. Service, repair packages and accessories packages have been defined for the ECE versions of all motorcycles from the 1993 models onward. BMW Motorrad will update the packages on a rolling basis and automatically add packages for new models. Consequently, the complete set of packages will always be available, without any need for interim updates. This excludes the risk of mistakes being made due to incomplete or out-of-date information. Keeping right up to date remains a simple matter of using each new KSD Motorrad CD as it is issued. You receive these updates at regular three-monthly intervals. BMW Motorrad Service 2 of 5

3 The advantage is that there is no need for dealers to update the packages. The prices for flatrate units, parts and accessories, by contrast, remain stored locally on your DMS. SRP is an effective tool enabling you to generate offers very rapidly, with everything tailored to a customer's specific needs and preferences. It is important for the Service Advisor to be proactive in communicating the all-inclusive package prices and the scope of the package to the customer. Graphic: SRP for maintenance (BMW Service) including optional parts (additional parts), optional packages (e.g. change of brake pads) and alternative parts (e.g. a higher-grade engine oil). In the course of the consultation, be proactive with your customer and when you open the order make a direct offer of a customised package with optional and/or alternative parts (cross selling). BMW Motorrad Service 3 of 5

4 Graphic: List of model-specific accessories packages in SRP. Utilise every customer contact for active marketing of BMW Motorrad optional accessories (OA). SRP also lets you access the all-inclusive pricing system for installing optional accessories (cross selling). SRP really shows what it can do when interfaced to the Dealer Management System (DMS), and this will be the subject of the next section. 3. Your success is pre-programmed. In order to extract maximum benefit from SRP usage, you must interface the KSD CD to your DMS. Your market's Service officer will be happy to explain the various options for interfacing KSD to your DMS (interface description). 3.1 Extracting maximum benefit from SRP in combination with your DMS. In order to extract every bit of the packages' potential through the interface to your Dealer Management System, you have to configure an interface between the KSD Motorrad CD and your local DMS (systems now supported include Navision, Kerridge, BikeWare, etc.). The KSD Motorrad contains standardised interfaces which your DMS provider can use to interlink KSD and your DMS. Your market's Service officer can provide an overview of KSD interfaces on request. Once you have the interface between KSD Motorrad and your DMS up and running, you have access to the following functions: Open order directly from within SRP (transfer all functions to DMS) Query stocks in hand / check parts availability from within SRP (query addressed to DMS) BMW Motorrad Service 4 of 5

5 Search customer database Price FRUs and parts by querying the DMS Graphic: SRP and DMS interwork perfectly, so you have accurate information on all-inclusive package prices. 3.2 The alternative is using SRP without interfacing to the DMS. The scope of functions at your disposal is restricted if you use SRP without an interface to the DMS. As far as packages are concerned, you can use only the functions for parts, accessories and flat-rate units. You still benefit, however, because you do not have to search for the individual items of information. When you come to calculate the all-inclusive prices, you can write in the individual prices on the printout and add them up. 5. It's up to you to make things work perfectly. 5.1 We value your input. BMW Motorrad generates and updates the packages centrally and maintains a program of rolling improvement. We take your requirements and your preferences into account and we act on your suggestions regarding general improvements to the packages. Despite continuous updating gaps can occur, for example in relation to frequent repairs. And given the sheer number of packages on the KSD-CD, the possibility of isolated errors or omissions occurring cannot be completely excluded. This is where your feedback is necessary. Because your input is important. The Help function on the KSD Motorrad CD includes a function called SRP Quality Report, with a form that you can fax or to notify us of any errors you find. Please send this information to your market's Service officer. 5.2 Your customers have the last word. The Customer Satisfaction Index survey (CSI Service) and the Mystery Shopping Service program both integrate mechanisms for ascertaining whether the price-related and scheduling information you provide to your customers is dependable and whether the information provided in this way is in fact reflected by actual performance. BMW Motorrad Service 5 of 5