AUTOMOTIVE RETAIL CONSULTING
We have been providing consultancy services to the automotive sector since our company was founded in 2008. From the very beginning, retail aftersales has had a special place in our hearts. One reason for this is that many of our employees have worked in car dealerships in the past. Another is that we can clearly see from a dealer’s perspective where there is the greatest scope for action and creativity to manage a car dealership in a profitable and customer-centric way.
We have many years of experience in retail aftersales and our core team has been around for a long time. This means that we have already provided consulting and training services for a large number of different brands, in total around 500 dealership sites in Germany and around the world.
Our core areas
dIGITALISIERUNG
A few years ago, digitalisation in car dealerships was something to play around with. Today it is an indispensable part of the day-to-day. The demand from customers for digital solutions is continually growing. As part of this, processes such as the vehicle acceptance or communication with customers via smart video communication can benefit from digitalisation. Yet even internal processes can be optimised, for example using digital documentation or digital scheduling in the workshop.
We advise you on a wide range of systems and support you in implementing new software and tools. We show you individual solutions for hardware and software and train your employees in implementing them in line with your processes.
COMMUNICATION
Communication plays a central role in every company. When communication is functioning well, it helps avoid many issues in the car dealership, reduce customer complaints and prevent dissatisfaction within the team. Nevertheless, it is not always easy to detect communication issues and to resolve them at their root cause.
As part of our retail consulting and training, we examine communication on an organisational and an interpersonal level. We help you, for example, to implement the right messenger solutions and to optimise responsibilities and decision-making interfaces. Furthermore, we work with you to develop multi-channel solutions to develop communication with your customers that is as adaptable and flexible as possible.
PROCESSES
Since it was founded, drehmoment’s core business has been analysing and optimising processes in car dealerships. Standardised processes decrease error rates, enable better planning and reduce the workload. The more standardised the processes are, the less vulnerable the company is to errors occurring within this chain of processes.
Process documentation is also a key feature of our work. Well documented processes guarantee that knowledge is secured, facilitate the onboarding process for new employees, and prevent knowledge being lost when employees involved in the process leave the company.
LEADERSHIP
In our day-to-day consulting and training work, all too often we still see a lack of sufficient or barely sufficient leadership, frustrated employees, declining sales and (also as a result) unhappy customers on the agenda. The top management level often forgets that managers in aftersales often have less responsibility for sales than their counterparts in the sales department, but have a much higher responsibility for staff. Therefore, they have to be especially prepared for ‘soft’ management factors.
One thing that can help is 360-degree feedback, which involves various people assessing the performance and skills of employees. Carefully evaluating businesses KPIs also helps to ensure long-lasting quality and results, as does regular communication with a sensible structure.
SALES STRATEGY
The entire retail aftersales sector is facing enormous challenges. If current studies are to be believed, there will be an annual decline of over 5 % in revenues achieved through vehicle repairs, maintenance and spare parts over the next ten years. There are multiple reasons for this, including a reduction in customer retention, electromobility, vehicle assistance systems, autonomous driving and the increasing tendency to work from home.
Dealerships now have to account for the decline in traditional maintenance and repair revenues at least partially through a modified and expanded range of services. We help you and your employees to recognise your potential and put it to optimal use. Up and cross-selling measures and tyre business, which is neglected in many places, are two areas that provide opportunities.
NEW WORK
New Work is our latest area of activity. Indeed, it only started becoming more popular among our customers when the coronavirus pandemic hit, but it has become ever more present since then.
As an initial overview, New Work is the term for a fundamentally new understanding of work in the era of globalisation and digitalisation. Autonomy, freedom and participation are the central values of New Work. Freelancing, the four-day working week and co-working spaces are examples of this new form of work.
Logically speaking, many measures cannot simply be transferred to a traditional workshop environment and have to be adapted as required. Here, we benefit from our comprehensive understanding of digital work and our many years of experience in the automotive sector. Furthermore, we can use the diverse experience that we have gathered in our own company.