iServiceFile is an instant hit for Group 1 Automotive
The aftersales team at Group 1’s flagship Jaguar Land Rover (JLR) dealership in North West London has given glowing endorsement of iServiceFile – the MotorDocs digital document solution for service departments.
A vehicle service or repair can involve a lot of paperwork. So, in line with ever-increasing legislation, compliance and manufacturer requirements, iServiceFile was developed with a range of features to help dealers manage, access and store these important documents online – with a real focus on significantly increasing warranty claim approvals.
As a longstanding user of iDealFile – the MotorDocs digital deal file solution - Group 1 had first-hand experience of the benefits of digitisation in the retail side of the business. As a result, they were very keen to be among the first in the motor industry to put iServiceFile to the test and open up the benefits of digital document management to their aftersales teams.
A pilot programme commenced in September 2020 and, within hours of implementation, team members were already delighted with the experience.
An instant hit
As well as eliminating a significant volume and cost of printing physical paper documents as part of their processes, the service teams unlocked more efficient ways of working – saving time and enhancing the customer experience.
Miguel, Warranty Administrator, commented: “We operate from a large site here in North West London. Service Advisors are based on the fourth floor and our technicians are based on the ground floor. So, straight away, the ability to share documents and information digitally with the technicians saved us a considerable amount of time from not having to move between floors.
“But there’s so much more to it. Everything we need is in one place and accessible by everyone at the touch of a button – it all just happens so much quicker. Whether it’s gathering documents ahead of customers arriving, providing instant feedback on the status of a repair or showing an accurate breakdown of completed work and then capturing customer signatures, it’s much simpler now.”
Simple and effective
The experience in the workshop has been just as positive as Anthony, Technician, explains: “Everything I need to understand what the job entails, complete all tasks and report effectively is right here in my hand. With iServiceFile on this tablet I can read through the digital job card, get quick authorisations and approvals plus complete my write-up – all in strict accordance with our admin processes. Then it’s a quick tap of a button and onto the next job.”
As far as workshop control is concerned Matt is equally as positive saying, “the system has helped delivered efficiencies and provides a level of transparency and compliance to process I could only have dreamt of.”
Endorsement from the top
The senior management team at Group 1 have been real advocates for a paperless approach and putting iServiceFile to the test has only underlined their commitment to working towards full digitisation across their entire estate.
Lee Galloway, JLR Franchise Director, explains: “Being efficient, diligent and delivering impeccable customer service is going to be more important for dealers now than ever before. We need to maximise profitability wherever possible and with iServiceFile sat alongside iDealFile we can already see huge potential for smarter working practices.
“iServiceFile enables so much more than simply scanning and storing documents. We now have the capability to handle the processing of all pre- and post-service paperwork online – securely and accessible from anywhere.
“This ticks a lot of boxes for compliance and warranty claims but also means our customers can read, review and sign all paperwork remotely from start to finish. This has been hugely beneficial at a time of social distancing but longer-term means we can position ourselves as a modern, progressive digital aftersales team.
“Following the hugely successful pilot programme, we will now be rolling out iServiceFile across all of our Jaguar Land Rover sites.”
A successful collaboration
This news, combined with the feedback from everyone at Group 1, means the MotorDocs team are even more excited about the impact that iServiceFile can have on the motor industry – and are thankful for the spirit of collaboration that has underpinned the ongoing relationship with Group 1.
Joint Managing Director, Andy Mee, explains: “We’re delighted with the numerous successes of this pilot programme and with the confirmation of the rollout across Group 1’s Jaguar Land Rover sites. From day one our ambition has been to ensure that iServiceFile can match the award-winning impact that iDealFile has made to post-sale processes and this experience proves we have created another innovative digital document platform.
“I’d like to thank both Group 1 for their enthusiasm and help in getting everything set up and delivered. Thanks to open and honest feedback at every stage we’ve been able to introduce further refinements to iServiceFile to make it an even better aftersales solution.”