Leaders in the sale of quality Mopar Parts.
Mopar Holds Warehouse Distributor Meetings in Chandler, AZ Invited Guests Try Their Skills at Bondurant’s Driving School!
May - June 2016
Also In This Issue From the Desk of MMG President Susan McDaniel ...................... 2 “Meet Your Board” .................................... 3 Ladies of the MMG Tour Wrigley Mansion in Phoenix .............................. 6-7 MMG Supporting Vendors ................. 8-9 Reynolds & Reynolds........................10-11 CDK Global ........................................12-13 KIS/Alpine ..........................................14-16 Dealer Tire ..........................................17-19 Autobody News........................................20 UPS .............................................................21 OEConnection ....................................22-23 FenderBender/Ratchet+Wrench.........24 Rousseua Storage.....................................25 Snap-On Business Solutions ...........26-27 Elite Extra...........................................28-29
Story on Pages 5-6
CCC Reassures Ct. Auto Body Group as True Parts System Grows Nationwide ............................30-32 FCA USA Issues Position Statement .33 2016 MMG Committee..........................34
The exchange of information by like size dealers in a non-competitive environment.
Mopar Masters Guild
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From the Desk of MMG President Susan McDaniel Bill Luke CJD - Phoenix, AZ
COMMUNICATION Hello everyone, I am currently reading a book tled The Power of Posi ve Thinking By Norman Vincent Peale. This book has been read and recommended by many successful people and really fits with the current state of how things are flowing around me as with many of you, I’m sure. “Life is 10% of what happens to you and 90% of how you react to it”. The very first paragraph of the book states this, BELIEVE IN YOURSELF! Have faith in your abili es: without a humble but reasonable confidence in your own power you cannot be successful or happy. But with sound self-confidence you can succeed. In the busy hustle and bustle of life it is so easy to be consumed and just eaten up with what is going on around us. As managers, we not only have our own problems and worries to deal with but everyone else’s as well. Why just when we think we are ge ng ahead of the game someone drops a bombshell on us, two employees get into a ff (at month end, of course), or your boss needs a project done for a mee ng he is a ending. Some mes it seems like we may never get caught up with everything we need to do at work and projects around the house or catching up with old friends. It’s paramount that we always remember HOW we got to where we are and the roads we had to take to get us there. Every once in a while we just need to slow down, regroup and picture the perfect outcome of the situa on we happen to be in and that it all happens for a reason… and yes, most always works out for the best. Our overall success means a great deal of how we handle every situa on we are in and above all – keeping a posi ve thought. Regards,
Susan Expect the best. Prepare for the worst. Capitalize on what comes. -Zig Ziglar
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Meet Your Board Matthew Jarvis - MMG Secretary Bald Hill DCJR & Kia - Warwick, RI Hello, I’m Ma hew Jarvis, Parts Director at Bald Hill Dodge Chrysler Jeep Ram & Kia in Warwick, Rhode Island. I’ve met many of you at our recent MMG Mee ngs in Las Vegas and while I was there I was voted to be your Secretary for the next 2 years. I value this endorsement and will do my best represen ng the Mopar Masters Guild and my dealership. I was asked to share a li le bit about myself so here goes! I entered the parts business about twenty years ago working at Bald Hill in many different capaci es. Picking parts in the warehouse, promoted to Warehouse Manager, moving to Dispatcher for our 9 delivery routes which grew to 13 and then eventually to the Office/Business Manager. I have been with Bald Hill for my en re parts career. I spent nineteen of those years working for Ernie Wennerstrom. I have seen the department grow from a one bay garage and some old house trailers to the current 25,000 sq. . facility we have now. My knowledge of the business all came from hands on experience and working alongside Ernie. In 2009, I was asked to manage our Kia parts department. With the advantages of having a large Mopar parts distribu on facility already in place, we were able to grow the Kia parts department into the #2 Kia facility in the region and ranked within the top 50 na onwide. I currently represent Bald Hill Kia on the Kia Na onal Wholesale Advisory Board. In 2011, I became the Parts and Service manager for the Kia facility. I served in that role un l the re rement of Ernie in 2014. I now serve as the Parts Director for both franchises. While using many of my own ideas to move the parts department forward, I cannot put aside the amount of knowledge that I absorbed from Ernie. I was fortunate to learn from one of the finest minds in wholesale as well as inherit a business that was 30 years in the making. Each day I do not forget what I am responsible for and the hard work that many put into Bald Hill Dodge Chrysler Jeep Ram Kia wholesale business. I’m proud of the staff of 30+ employees that I have in place in our parts department and my vision of “building from within” is on course to help give us the team that we need going forward as the parts industry, especially wholesale, evolves with our business. I look forward to working with the newly elected team of Officers in the Mopar Masters Guild to work towards shaping new ideas that will benefit us all.
In our next “Meet Your Board”: J.D. Ipsen - MMG Treasurer
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May - June 2016
Mopar Warehouse Distributor Meetings in Chandler, AZ Mopar recently invited all the Warehouse Distributors, along with their sponsoring dealerships, to a mee ng at Wild Horse Pass Casino and Hotel in Chandler, AZ. While this wasn’t a Mopar Masters Guild event, the Guild was well represented among the dealers there. In fact, a few of us (Rick Monteiro, Mike Opperman, Bradley Shelnu , and Marvin Windham) arrived in Arizona three days early and spent some me playing golf and mee ng with our friends who are local to that area. Rick Monteiro’s daughter Terra was traveling with her Dad and joined us all three days we spent on the golf course and while she didn’t beat Dad this trip, she has beat him before and plays the game very well! The golf games had a lot at stake since we were trying to decide who would step up and challenge Gerry Oakes’s dominance over us on the course. I’m not sure that any of us stepped up to his level, but on day one and two, I think I would have given him a run, and on day three Mike Opperman stepped up and beat everybody. We had a great me with our president, Susan McDaniel and met at her dealership Bill Luke Chrysler-Dodge-Jeep in Phoenix. Susan has a great facility with loyal and dedicated employees that obviously admire and respect her greatly and the processes that are implemented make her large opera on flow smoothly. A er we le Bill Luke’s dealership we drove a few miles to visit with a former Mopar Master, Mark Skinner. (Once a Mopar Master ALWAYS a Mopar Master!) Mark manages a very large wholesale opera on at Courtesy Chevrolet. He has a warehouse which, I believe he said, was over 80,000 square feet with a beau ful redesigned retail counter selling all types of Chevy toys, accessories and clothing. He even has an ice cream freezer! This huge opera on was also purring along like a well-oiled Singer sewing machine. I’m sure this is a tribute to Mark’s ability. It was wonderful to catch up with Mark and his wife Ginger.
It always amazes me to see these large parts opera ons with everyone covering their job and watching it all come together into the main goal…. providing the best service to our bread and bu er, the customer! Most customers have no idea of the logis cs that take place and the amount of manpower involved to get them the correct part at the correct me and for the right price! Continued on Page 5
Mopar Masters Guild Magazine
Leaders in the Sale of Quality Mopar Parts
Continued from Page 4 Moving on to our Wholesale Distributor event, the mee ng was very well thought out and one of the best I’ve been to. Mopar came in with an open mind to learn how we could grow this part of our business. The Warehouse Distributors were full of ideas, and it became evident that they do business differently than we do at the dealerships. I think it was eye-opening for all of us. One of the side benefits of our partnerships with these warehouse distributors may be that they help us get out of our comfort zone! (We don’t give away our secrets here in the newsle er…. you have to be there!!!)
A er the mee ng we were treated to an a ernoon at Bob Bondurant’s racing school, where we got to drive some very cool MOPAR products, fast! Most of us did very well, but Mike Opperman obviously outclassed us all on the racecourse and won a trophy for turning in the fastest lap. Another Mopar Master, Will Manous from Troncalli CJDR in Atlanta, also won a trophy for the dubious award of scaring the instructors the most with his Hellcat spinout on the autocross course. I think Brad Shelnu has a video that would make a good post on our Facebook page!
Mopar also treated us to dinner at an old Western Town venue on Wednesday night which was booked for our group exclusively. We were entertained by a gun fight and enjoyed some good ol’ Western campfire food with a band playing in the background. Watching the sunset from this venue helps you imagine what life must have been like for those early se lers to this very unique and beau ful spot here on Earth! Submi ed by Marvin Windham
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May - June 2016
Ladies of the Mopar Masters Guild Tour Wrigley Mansion in Phoenix, AZ
Submited By Laura Windham Our good friend Ginger Skinner (wife of long me Mopar Master Mark) met up with us on a recent trip to Phoenix to tour the Wrigley Mansion: “The house that gum built.” Susan McDaniel picked up Ginger, Kathy Monteiro, and me in her new Jeep Grand Cherokee, “The Silver Bullet.” Nice! The 17,000-square-foot mansion, built in 1929 by chewing gum magnate William Wrigley Jr., was the family’s “winter co age.” Built behind the Arizona Biltmore Hotel, also owned by Wrigley, it sits on top of a 100-foot hill overlooking the Phoenix skyline; Camelback Mountain can be seen from the back of the house.
Mr. Wrigley built the Spanish-Mediterranean home as a 50th-anniversary gi for his wife, Ada. What a guy! The mansion, on the Na onal Register of Historic Places, has more than two dozen rooms (including 12 bathrooms) and 11 fireplaces. Each bathroom has a different color le (exquisite), manufactured on Catalina Island by a po ery owned by—guess who—Wrigley. Catalina Island is the site of another Wrigley mansion (really?!).
Continued on Page 7
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Continued from Page 6 One room we all were intrigued by was the phone room. The small room (the size of a closet) held a switchboard for guests who needed to make a phone call; it also served the hotel. The room’s most interes ng feature, though, was the wallpaper made of aluminum foil gum wrappers, making it look like silver leaf. It reportedly smelled like spearmint for years! Yum.
Mr. Wrigley died just one year a er the home was completed, but the house stayed in the family un l the 1970s. In 1992 it was purchased by George (Geordie) Hormel (yes, the meat people) to keep it from being torn down to build condos. He bought the en re estate because he wanted the Steinway player piano (currently worth $18 million and likely worth more than the house at the me) that was in the home. Mr. Wrigley had s pulated that the piano never be separated from the house. The Steinway is one of only two of its kind le , and the only one with a box or “tablet” remote that holds interchangeable scrolls— pre y innova ve for the 1920s. We were able to hear the piano play at the end of the tour.
Geordie Hormel restored the mansion and turned it into a restaurant, banquet, and wedding venue. We had a great me touring the mansion, but most of all we enjoyed visi ng with such dear friends.
The Ladies of the
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Our Supporting Vendors: Support those who support you.
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Our Supporting Vendors: Support those who support you. The exchange of information by like sized dealers in a non-competitive environment.
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Our customers like receiving their
invoices online.
Their time is our priority.
Experience Simplified Payments ReyPAY® ² SDUW RI 5H\QROGV· 5HWDLO 0DQDJHPHQW 6\VWHP« WUDQVIRUPLQJ WKH ZD\ FRQVXPHUV H[SHULHQFH \RXU GHDOHUVKLS
reyrey.com/ReyPAY | 888.781.3020 ©2016 The Reynolds and Reynolds Company. All rights reserved. 1008017-2 6/16 OpenEdge is a division of Global Payments. PayPros® is a registered trademark of Global Payments. © 2016 OpenEdge. All Rights Reserved.
Mopar Masters Guild Magazine
Patrick McKinley Controller, CPA Uftring Auto Group East Peoria, IL
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A Small Change in Process Can Reap Big Rewards What Customers Want Customer expectations are changing rapidly. The old order of customer expectations at a dealership is over and the new order revolves around experience. Customers choose where they shop not only based on price, but on experience. While Apple is not normally the most economical choice, they are the most popular ILJH\ZL [OL` L_JLS H[ WYV]PKPUN H Ä YZ[ YH[L J\Z[VTLY experience. How is your service department creating an (WWSL [`WL L_WLYPLUJL& *\Z[VTLYZ HYL UV SVUNLY JVU[LU[ [V KYVW VɈ [OLPY JHY wait for a call once service is complete, and then wait again to pay. A shift in customer expectations may mean a change in dealership processes. But it doesn’t have to be a complete overhaul. The smallest process change can OH]L H ZPNUPÄ JHU[ PTWHJ[ VU J\Z[VTLY L_WLYPLUJL HUK Lɉ JPLUJ`
Providing a Rewarding Customer Experience One part of a rewarding customer experience is communication. In a January 2015 study conducted by MarketingSherpa, more than 70% of the 2,000 American consumers polled said they would prefer a company to contact them via email. ,THPS PZ HU Lɉ JPLU[ ^H` [V WLYZVUHSPaL PUMVYTH[PVU MVY your customers, making them feel you’re going above and beyond. Being able to send an email alerting “James Walters” the service of his vehicle is complete is more impactful than leaving a generic voicemail that “your car
is ready for pickup.” And, adding a name to the email subject line is an easy way to make a connection with `V\Y J\Z[VTLYZ <UIV\UJL JVT MV\UK WLYZVUHSPaLK subject lines are 22.2% more likely to be opened. Email helps you build relationships and stay in touch with customers, promoting better retention.
A Small Change By implementing a process to collect new and validate L_PZ[PUN LTHPSZ M\[\YL THYRL[PUN LɈ VY[Z HYLU»[ ILPUN ^HZ[LK HUK `V\ JHU MLLS JVUÄ KLU[ PU [OL HJJ\YHJ` But the challenge with this lies in making sure you are actively requesting, and receiving, valid email addresses. +V J\Z[VTLYZ ^HU[ [V OLHY MYVT `V\& +V [OL` ULLK [V&
Big Rewards with ReyPAY® With ReyPAY, Reynolds’ payment processing solution, you can increase the amount of accurate email HKKYLZZLZ PU `V\Y UHTL Ä SL :LY]PJL HK]PZVYZ HYL prompted to collect email addresses from customers ^OLU KYVWWPUN VɈ [OLPY ]LOPJSL ZV [OL` OH]L [OL VW[PVU to receive their invoice via email and pay online. Because convenience is king, customers will gladly provide their email if it means they can view their invoice and receipt on a mobile device and avoid the cashier line in your service department. Emails are crucial to the customer experience. ReyPAY can help deliver valid email addresses to your system in HU Lɉ JPLU[ ^H` HUK P[ PZU»[ H [PTL JVUZ\TPUN JOHUNL PU your current process.
888.781.3020 | reyrey.com/ReyPAY ©2016 The Reynolds and Reynolds Company. All rights reserved. 1008248 6/16
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May - June 2016
ENERGIZE SERVICE. ENERGIZE PROFITS. The biggest opportunity to grow your business is closer than you might think. And by partnering with CDK Global, we will help you increase Service drive traffic and sell more customer pay hours. Seize this opportunity to make your Service department work smarter.
cdkglobal.com/fixedops
cdkglobal.com/solutions/fixed-ops ©2016 CDK Global LLC | CDK Global is a registered trademark of CDK Global, LLC. 16-0120
16-0120_AN_FixedOps_PrintAd_8.375x10.5_FINAL.indd 1
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4/27/16 3:43 PM
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Harness the power. Realize the potential. We can help you build stronger relationships and more rewarding experiences — igniting your brand, your people, your customers and your dealership.
Learn more at cdkglobal.com/unleash
Š 2016 CDK Global, LLC. CDK Global is a registered trademark of CDK Global, LLC. 16-0176
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Tire Sales | New Customers | Parts & Service Revenue
For Mopar dealers who want more. More and more consumers are buying tires online, but online sales are dominated by the aftermarket. Until now. Through RightTurn.com, consumers buy tires and schedule installation at their nearest Mopar dealership. You set your tire and installation prices — and earn revenue on both. We deliver the tires to you for free, and deliver you a new customer. Part of the Mopar TireWorks Digital Selling Strategy, RightTurn.com brings customers back into your dealership.
Sign up today. RightTurn.com/Dealer
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MOPAR TIREWORKS & BATTERY ADVANTAGE:
The program of choice for Mopar dealerships With Mopar TireWorks & Battery Advantage, you enjoy industry-leading product support: • Comprehensive online ordering portal • Dynamic Retail Selling Guide® (DRSG™) to show tires to customers • Automatic replenishment through ARO Tire • Calibrated inventory and quarterly adjustments • Dedicated Account Manager support • Tailored tire training • Tire expertise a phone call away • 24-month road hazard coverage • Tire Price Match Guarantee • Warranty claim facilitation
WE THANK YOU FOR CHOOSING US. Please call the Mopar TireWorks & Battery Advantage Program Headquarters at 888.31.MOPAR (888.316.6727) with questions or for more information.
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YOUR MOPAR TIREWORKS DIGITAL SELLING STRATEGY Chances are that you know how important tires can be both to your customers’ safety and to your dealership’s profitability. As a parts manager, turning over your inventory is highly important. Ordering and storing tires is pretty easy. It’s the sell-through that becomes the challenge — unless you’re a Mopar TireWorks dealership. Then you’re already armed with the Mopar TireWorks Digital Selling Strategy. In short, the DSS offers four solutions to reach consumers wherever they are: on the drive, in between service visits, and on the web. The four solutions are the Dynamic Retail Selling Guide® (DRSG™), eServices, Online Tire Stores, and RightTurn®. The Dynamic Retail Selling Guide Service Advisors can easily see tires marked to stock and sell, allowing them to recommend the right ones to customers on the drive. Dealers who utilize this tool sell about 2x more than those who don’t. The DRSG is the foundation of the Digital Selling Strategy. It needs to be optimized for the other tools to work effectively. eServices eServices integrates dealer-level pricing and stocking strategies into existing service lane tools like wiADVISOR, seamlessly displaying tire recommendations across all of your channels and helping to ensure tires are being presented wherever possible.
DRSG
ON THE DRIVE
Online Tire Stores Linking from your dealership website, your Mopar Online Tire Store sells tires for you! Your customers can even set up tire installation appointments right then and there.
eServices
Online Tire Stores
ON THE WEB
RightTurn
RightTurn.com But what about those customers who haven’t been to a dealership in a while, if ever? That’s where RightTurn.com comes in. RightTurn.com helps capture online users who are searching for tires. Every purchase includes installation at a nearby dealership — sending you customers who otherwise would be lost to the aftermarket. RightTurn.com even delivers tires as they’re ordered, and the packing slip includes the customer name. You don’t have to do anything except receive the tires and install them. Inventory turnover doesn’t get more efficient. You set your own pricing and get the tire and installation revenue for every RightTurn.com order you install.
Your Mopar TireWorks Digital Selling Strategy is an innovative and comprehensive solution to help keep your tire business efficient and competitive — and profitable. WANT TO LEARN MORE? Please contact your Account Manager or call the Mopar TireWorks & Battery Advantage Program Headquarters at 888.31.MOPAR (888.316.6727).
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Selling cars requires a lot of moving parts… and papers FCA dealers can count on us to get shipping in gear. From sales to the service department. Whether shipping contracts, financial documents or auto parts, early and economical next-day deliveries are a must. UPS delivers to more U.S. ZIP Codes by 8:00 and 10:30 a.m. than FedEx. You can meet commitments without blowing budgets. When timing is everything. With more access points than any other delivery company — customer centers, retail locations and 40,000 drop boxes — UPS On-Call Pickup® service and later pickup options, you can be flexible and efficient, shipping parts and papers on your schedule. Running like a well-oiled machine. We deliver more guaranteed packages on time around the world than any other carrier. And with guaranteed LTL, we can offer greater reliability whether you’re shipping envelopes, boxes or pallets, inbound and outbound. That means less time spent worrying about shipping and more time for focusing on customer service.
To learn more about UPS’s shipping advantages: Contact the UPS support line at 1-800-567-9989 or visit the FCA US MarketCenter site within DealerConnect.
© 2015 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.
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Mopar Masters Guild Magazine
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CT YOUR E N N O C N A OEC C T ONE. H G I R E H T O T CUSTOMERS
YOUR RESOURCE FOR EVERYTHING PARTS.
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May - June 2016
How to cook
The perfect dinner. GRILL
STEAK
FIRE
There’s a perfect way to do everything. Even advertising. By placing ads in FenderBender and Ratchet+Wrench , you’re automatically pairing your business with top quality content and top quality readers. Who knew something so simple could be so good.
SERVING 45,000+ COLLISION REPAIR PROFESSIONALS
SERVING 91,000+ AUTOMOTIVE SERVICE REPAIR PROFESSIONALS
WE ARE A PROUD SUPPORTER OF THE MOPAR MASTERS GUILD. ©2016. ALL RIGHTS RESERVED.
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May - June 2016
SNAP-ON EPC 5 FOR FCA HAS ARRIVED! Your EPC. Your parts information. Online or offline. The all-new Snap-on EPC 5 for FCA. Evolution through simplification. Built to help you get the parts information you need, when you need it. This is our easiest, most efficient EPC to date. Web and/or Local DVD EPC with weekly data updates • • •
The same reliable, modern interface on both products. Web EPC is always up-to-date, no need to install DVD’s. Local EPC is ideal as a back-up, or primary system with online updates available.
Quit clicking. Start searching.
With OneSearch, EPC 5 gives you a single search box that lets you find whatever you need in any catalog. We’re eliminating the need for custom catalogs or vehicle index filters. Just type whatever you know, and we’ll find your answer.
EPC 5 for FCA Product Features
Multiple Jobs
Illustrations
Part Details
Vin Filtering
For more information about Snap-on EPC 5 for FCA please call: 888.543.0894 or visit sbs.snapon.com/parts/epc-5-fca-about
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I N T R O D U C I N G T H E N E W M O PA R
VEHICLE PERSONALIZATION CENTER BACK BACK FRONT
FRONT
EEngaging graphics reflect your dealership’s brand offering
42” 42 2” Touchscreen Touchsscrreen
32”” Touchscreen Integrated Integra err Literature Holder
IIntegrated Literature Holder
42” OR 32” SIZE OPTIONS AVAILABLE! ALL VEHICLE PERSONALIZATION CENTER (VPC) PACKAGES INCLUDE:
Kiosk Hardware • Large high-definition touchscreen monitors – Specifically engineered for use in high-demand commercial installations • Powerful yet compact PC modules – Small-form factor Windows PC – Include wireless keyboard & mouse – Support internet connectivity via Wi-Fi & Ethernet connection
Service & Support • All VPC packages include system installation, configuration & technical support • Insignia software training (WebEx-based) • Insignia Customer Care Telephone Support • 3-year warranty on all display and hardware components • 48-hour equipment replacement • Optional guided training programs available for additional fee
• Large, full-color graphic panels configured to dealer’s brand offering – Graphic panels can be updated to support new branding initiatives
* Eligible to use Mopar One funds towards Kiosk and Insignia software purchase. To learn more about the VPC, Service, Support and Hardware or how to order, please visit: sbs.snapon.com/mopar-vpc Questions? Call 888.543.0894
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May - June 2016
INNOVATORS IN ADVANCED DISPATCH MANAGEMENT
ELITE EXTRAâ„¢ is an online, real-time software tool that drives ROI and lowers operational costs by streamlining your distribution and delivery processes.
Call 1.888.484.8729 to schedule a demo or visit www.EliteEXTRA.com for more information!
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CHECK OUT THESE NEW EXTRA FEATURES! Returns Portal The Returns Portal is an easy-to-use feature that tracks your returns. Whether the return is created as a pickup, called in out of the blue, or encountered at delivery, your driver can either scan or punch in the part numbers needing to be returned. /Ĺś ĆŒÄžÄ‚ĹŻÍ˛Ć&#x;žĞ͕ ydZ Ĺ?ĆŒÄ‚Ä?Ć? ƚŚĂƚ Ĺ?ĹśÄ¨Ĺ˝ĆŒĹľÄ‚Ć&#x;ŽŜ͕ ĂŜĚ ƚŚĞŜ ĆŒÄžĆ‰Ĺ˝ĆŒĆšĆ? ŽŜ Ĺ?ĆšÍ˜ KĹśÄ?Äž Ç‡Ĺ˝ĆľĆŒ ÄšĆŒĹ?Ç€ÄžĆŒ Ä‚ĆŒĆŒĹ?ǀĞĆ? Ä?Ä‚Ä?ĹŹ Ç Ĺ?ƚŚ ƚŚĞ ĆŒÄžĆšĆľĆŒĹśÄžÄš Ĺ?ŽŽĚĆ?Í• ŚĞ Ĺ˝ĆŒ Ć?ŚĞ Ä?Ä‚Ĺś Ĺ?Ğƚ ƚŚĞž Ç€ÄžĆŒĹ?ĎĞĚ Ä‚Ć? ĆŒÄžĆšĆľĆŒĹśÄžÄšÍ• ĂůŽŜĹ? Ç Ĺ?ƚŚ Ä?Ĺ˝ĹśÄŽĆŒĹľĹ?ĹśĹ? ƚŚĂƚ ƚŚĞ Ä?ĆŒÄžÄšĹ?Ćš has been issued in your DMS. Ĺś ĞžĂĹ?ĹŻ Ä?Ä‚Ĺś Ä‚ĹŻĆ?Ĺ˝ Ä?Äž ĂƾƚŽͲĹ?ÄžĹśÄžĆŒÄ‚ĆšÄžÄš ŽŜÄ?Äž ƚŚĞ ĆŒÄžĆšĆľĆŒĹśĆ? ĆŒÄžÄ‚Ä?Ĺš ƚŚĞ Ç Ä‚ĆŒÄžĹšĹ˝ĆľĆ?Äž Ͳ Ä‚ĹŻÄžĆŒĆ&#x;ĹśĹ? Ä?ĆľĆ?ĆšĹ˝ĹľÄžĆŒĆ? ƚŚĂƚ their returns have been received.
Manager’s Scorecard dŚĞ DĂŜĂĹ?ÄžĆŒÍ›Ć? ^Ä?Ĺ˝ĆŒÄžÄ?Ä‚ĆŒÄš Ć?ĹšĹ˝Ç Ć? Ä‚ Ć?ŜĂƉĆ?ŚŽƚ ŽĨ business metrics for your route-level deliveries Ĺ˝Ç€ÄžĆŒ Ä‚ Ć?ƉĞÄ?Ĺ?ĎĞĚ Ć&#x;žĞ Ć‰ÄžĆŒĹ?Ĺ˝ÄšÍ˜ /ƚ͛Ć? Ä‚Ĺś ĂƾƚŽžĂƚĞĚ Ç€Ĺ?Ć?ƾĂůĹ?njĂĆ&#x;ŽŜ ŽĨ ĚĂƚĂ ĂŜĚ ĞĸÄ?Ĺ?ĞŜÄ?LJ ƚŽ ŚĞůƉ LJŽƾ Ĺ?ĚĞŜĆ&#x;ĨLJ Ä?ŽƚŚ Ç‡Ĺ˝ĆľĆŒ žŽĆ?Ćš ĂŜĚ ůĞĂĆ?Ćš Ć‰ĆŒĹ˝ÄŽĆšÄ‚Ä?ĹŻÄž ĆŒĹ˝ĆľĆšÄžĆ?͘
Manager Scorecard Report Route Performance Prepared For:
This scorecard provides a snapshot of how e cient your route level deliveries are. It represents all completed routes in a given period. This snapshot will be helpful to managers in showing them the best and worst performing routes, as well as a comparison to previous time frames. Period
Percentage Change from Previous Period
02/07/16 - 02/14/16
-2.57%
Metric
Previous
1,095
1,113
1,680.12
1,692.91
Total number of routes completed by drivers within the stated time period. Includes all dispatched manifests.
Miles Per
Average number of miles driven per route/manifest calculated from GPS coordinates*. Total Miles: 1,839,734.48
Drive
Average time spent driving on active manifests. Calculated as sum of elapsed time between 85;:, 9:(8: (4+ A409/
00:01:09
00:00:25
O Route
Average time spent not driving on route. Measured by subtracting active time from total logged in time for all drivers.
00:00:25
00:01:13
Idle Time
Time at Stop
Average duration of time between route dispatched time and driver departure.
00:00:55
00:00:45
Average time driver was at customer locations. Calculated from elapsed time between arrival and departure.
00:03:16
00:03:05
Invoices/Route Stops/Route Pieces/Stop
Average quantity of invoices per route dispatched.
35.98
36.48
Average quantity of stops per route dispatched.
17.63
17.78
Average count of pieces per stop.
224.6
234.36
Average revenue per hour spent driving each route.
Driver
!85+;*: 5- (<,8(., +80<,8 =(., (9 +,A4,+ 04 &$" (4+ :5:(2 +80<,8 :03, (<,8(.,+ 6,8 85;:, ***
Time/Route
Time
Average revenue per route.
$107,974.42 $113,666.76
Revenue/Route
$2,757.49
$3,463.98
$821.14
$829.47
Revenue/Hour
Cost/Route
Call 1.888.484.8729 or email sales@eliteextra.com.
N/A
Current
Number of Routes
Route
For more information on EXTRA, the new features mentioned above, or any of our other new features including payment validation and vehicle diagnostics.
Description
EXTRA Avg.
* Accuracy of GPS coordinates collected from the driver’s devices is not guaranteed ** Ability for drivers to skip/rearrange route stops may not be enabled. (9,+ 54 +80<,8 *59: 04 &$" 58 /5;82? =(., If you have any questions on the data that goes into this report or other data that may be (<(02()2, 62,(9, *54:(*: 20:, &$" #;6658: (: 6:054 58 Support@eliteextra.com. $ ' % " ' %" %# ##
www.EliteEXTRA.com The exchange of information by like sized dealers in a non-competitive environment.
30
May - June 2016
CCC reassures Conn. auto body group as TRUE Parts system grows nationwide Responding to privacy and price erosion concerns by a state auto body trade group, CCC stressed Monday that its rapidly expanding TRUE Parts program doesn’t disclose margins or other key elements of parts shopping. The Auto Body Associa on of Connec cut on Friday, May 6th, 2016 formally came out against the program, writing that the parts procurement option — at full strength in 20 of the nation’s 50-odd markets — could be “another wolf in sheep’s clothing” and “more likely harmful than helpful.” “As we see it, the real purpose of the program is to reduce the cost of parts by pi ng dealers and vendors against one another in an exchange similar to that proposed by State Farm’s PartsTrader,” ABAC wrote. “A race to the bo om, however, will only serve to enrich insurers at our expense.” However, David Boden of CCC on Monday said there’s no bidding going on — nor is there a chance to do so. The so ware simply pulls in pricing and availability informa on automa cally from a supplier’s system, just like buying a pair of sunglasses on Amazon, according to Boden. “We enable them to transact more efficiently,” Boden said. Essen ally, the shop’s computer asks the dealer or vendor’s computer if it has the part and at what price and discount, and the seller’s so ware responds in kind. “Our system calls their system,” Boden said. Vendors don’t see each other’s price, which could fuel price erosion. “No one knows,” Boden said. Electronic parts procurement in general s ll can facilitate price erosion even if nobody’s seeing each other’s quotes if vendors, par cularly OEM dealerships, are willing to deviate from list price to a ract business. Selling at $95 instead of a $100 list price, for example, to differen ate oneself from the other vendors displayed on a procurement system. But just because a supplier is in the network doesn’t mean they can designate a price for the part. A shop selects which vendors’ prices they’ll receive, according to Boden. An eroder (or vendor with bad quality control or delivery mes) could thereby be ignored — assuming the shop isn’t on a direct repair agreement preven ng such exclusions. An insurer can’t see the different prices, nor can they see the discount given the shop, Boden said. Both supplier and insurer confiden ality are important, as body shops and vendors have an interest in protec ng business models, rela onships and strategies from compe tors — or insurers seeking to cut parts costs as much as possible. “Finally, the ABAC has genuine concerns about a company collec ng this much data, all of which can, and likely will, be used against us down the road,” ABAC wrote. Continued on Page 31
Mopar Masters Guild Magazine
Leaders in the Sale of Quality Mopar Parts
31
Continued from Page 30
President Tony Ferraiolo on Friday indicated privacy was ABAC’s largest concern, acknowledging that some of ABAC’s worries would apply to any electronic parts procurement system. “I think that’s a big part of it, the informa on,” said Ferraiolo, owner of A&R Body Specialty and Collision Works. He called CCC “notorious” for sharing informa on with insurers. Boden on Monday also pointed to CCC’s data policy, which specifically prohibits CCC from transmi ng details like discounts or margins from an insurer — “even if you ask us to.” Regardless of whether a repair facility consents, certain types of data related to business cost and profitability will not be shared with third parƟes that are consumers of repair facility services, including but not limited to insurance carriers, third party administrators and fleet operators. These types of data consist of: • projected or actual gross margin of repair; • labor cost including employee wages, hours assigned, actual hours worked and projected or actual labor gross margin; • actual material cost including paint/shop material units, paint/shop material cost and paint/shop material gross margin; • repair facility internal notes; • repair facility internal events (file history); and • images and aƩachments that are tagged for internal use only. AddiƟonally, except as it appears in the printed esƟmate, parts or sublet invoice informaƟon, including quanƟty purchased, unit cost, invoice amount, vendor discount percentage and projected or actual parts gross margin, will not be shared with consumers of repair facility services. Even the ancient, overly transparent EMS data standard doesn’t transmit TRUE Parts information, according to Boden. EMS transmits the estimate, but it doesn’t send parts pricing and availability or vendor discounts/shop markups, Boden said. Essen ally, the insurer (and basically anyone else with a data pump, according to CIECA), sees only the price the shop charges for the part on the es mate — nothing about the process before, according to Boden. “It just says what the es mate says,” Boden said. Boden last year described the system as more efficient, as there was no need to leave the estimating system to order parts, and invoices were sent through CCC — which meant no more reconciling supplier prices with an estimate. CCC also noticed a surprising number of parts being ordered after normal business hours, something less efficient or in some cases impossible with “call and fax.” “From our vantage point, however, any poten al efficiency created by the TRUE Parts Network is easily outweighed by the longer term costs on the industry,” ABAC wrote. Continued on Page 32
The exchange of information by like sized dealers in a non-competitive environment.
32
May - June 2016
Continued from Page 33
The system is ramping up drama cally, and Boden agreed that an expansion into Connec cut probably prompted the concern. He said he wished ABAC had reached out to CCC first for more informa on. Last fall, the procurement system expanded to desktops, which most repairers use. While an a ermarket network had been developed over the few years of the program’s existence, CCC at that point only had four out of the na on’s 50-odd markets represented by dealers, according to Boden. Today, the vast majority of a ermarket vendors are on the True Parts system — “The last couple big ones will be on very soon,” Boden said — and while recyclers haven’t been available as long, there’s “pre y much na onal coverage.” But OEM parts s ll make up the bulk of components used in repair, and without dealers to sell them to CCC users, the system would demand a user leave the IP and use a different means of securing those parts. ABAC had challenged the program on that point too, calling True Parts “redundant” given services like Collision Link, Auto Parts Bridge and Opstrax V2, “all of which not only do the same thing, but need to be used with specific O.E.M. Auto manufacturers.” However, CCC has expanded its dealer presence to 20 of the 50 markets since October. “We’re going hard to the rest now,” Boden said. “… Then we start filling in holes.” Vendors pay CCC under a complex pricing system that includes factors like sales percentages and one- me setup fees but is tempered with caps. “Dealers are saying it’s well worth it,” Boden said. Mandate Unlike systems like PartsTrader (State Farm) and Solera’s APU (American Family), no insurers are mandating direct repair program shops use CCC TRUE Parts, Boden and Ferraiolo agreed. Some insurers do require DRP shops use CCC as an es ma ng service, but the actual parts shopping element is up to the shop. They can use the feature or ignore it, Boden said. Of course, there’s nothing stopping an insurer and its DRP shops entering into a contract agreeing to the use of TRUE Parts, but the same could be said of any electronic parts procurement system or even some hypothe cal “call and fax” methodology. “I think our program’s good for the industry,” said Boden, who said he wished ABAC had contacted CCC for more informa on. “… We don’t want to get lumped in with everybody as one big thing.”
Source: www.RepairerDrivenNews.com
Mopar Masters Guild Magazine
Leaders in the Sale of Quality Mopar Parts
33
FCA USA LLC Issues Position Statement Concerning the Scanning of Vehicles FCA USA LLC has issued a posi on statement that repairers should scan all vehicles that have been involved in a collision, or have had repairs performed, for diagnostic trouble codes (DTC) that may affect vehicle safety or security systems. According to the statement condi ons that could trigger DTCs include:
Vehicle is involved in an accident or collision, even though the damage may appear minor
Vehicle has been in an accident with or without air bag deployment
Voltage loss, including ba ery disconnects and hybrid ba ery disabling
Significant vehicle disassembly including, but not limited to, bumpers, door handles, headlamps and mirrors
Interior trim repair or removal
Glass removal and replacement opera ons
Air Bag Squib Status The posi on statement also says that “Mul stage air bags with mul ple ini ators (squibs) MUST be checked to determine that all squibs were used during the deployment.” According to the company its mul stage airbags can have up to three squibs and that while typically all are exhausted during a deployment, technicians must scan to confirm this is the case to, “…minimize the risk of improper handling or disposal of poten ally live pyrotechnic or hazardous materials.” According to the statement the procedure can be performed with a Mopar wiTech scan tool, or by a company such as Collision Diagnos c Services that can perform remote diagnos cs to verify the status of the airbag squibs.
Source: www.CollisionWeek.com
The exchange of information by like sized dealers in a non-competitive environment.
34
May - June 2016
2016 M MMG MG C Com o m m itte i t t ees es Officers: President Vice President Treasurer Secretary
Susan McDaniel Andy Reed J.D. Ipsen Ma Jarvis
Bill Luke CJD – Phoenix, AZ AutoNa on DCJ – North Richland Hills, TX Ken Garff West Valley CDJR - W.Valley City, UT Bald Hill DCJR - Warwick, RI
Execu ve Commi ee All of the above as well as: Marvin Windham Rick Monteiro Joe McBeth Paul Allred Gerry Oakes Dan Hu on Rick Cutaia
Benchmark CJD – Birmingham, AL Jack Powell CJD – Escondido, CA Dallas DCJ – Dallas, TX Stateline CJD – Fort Mill, SC Baxter CJD - Omaha, NE Tom O’Brien - Greenwood, IN
Paul Allred Mike Opperman
Stateline CJD - Fort Mill, SC Baxter CJD - Omaha, NE
NewsleƩer/Website Social Media
Don Cushing
Bald Hill DCJ – Warwick, RI
Nada 2017 Planning
Casey Brown
Autona on CDJ - Katy, TX
Finance CommiƩee
Susan McDaniel Rick Cutaia
Bill Luke CJD – Phoenix, AZ Rick Hendrick DCJR - Charleston, SC
Gerry Oaks Paul Allred Andy Reed Rick Monteiro Mick Padgeon
Baxter CJD – Omaha, NE Stateline CJD – Fort Mill, SC Allen Samuels DCJ – North Richland Hills, TX Jack Powell CJD – Escondido, CA Fred Beans Parts - Doylestown, PA
Rick Cutaia Susan McDaniel Marvin Windham
Rick Hendrick DCJR – Charleston, SC Bill Luke CJD – Phoenix, AZ Benchmark CJD – Birmingham, AL
Dan Hu on Paul Allred Steve Hofer Robert Chatwin
Tom O’Brien CJD – Greenwood, IN Stateline CJD – Fort Mill, SC Park CJ – Burnsville, MN Larry Miller Auto - Sandy, UT
Dealer Tire
Susan McDaniel Marvin Windham Joe McBeth Robert Chtwin Cody Eckhardt
Bill Luke CJD – Phoenix, AZ Benchmark CJD – Birmingham, AL Dallas DCJ – Dallas, TX Larry Miller Auto - Sandy, UT Larry Miller Auto - Sandy, UT
UPS
Glen Hojnacki
Milosch’s Palace CJD – Lake Orion, MI
AER Sales
Mike Mulkins
Go Chrysler Jeep West - Golden, CO
Katzkin
Mike Gerber
Rairdon CDJ - Kirkland, WA
CommiƩees: Vendor Chairman
Vendor CommiƩees CDK Global
Reynolds & Reynolds
Rick Hendrick DCJR – Charleston, SC
OEConnecƟon/Snap On
Mopar Masters Guild Magazine