One of the most common challenges facing automotive dealerships every day is staff turnover. With an industry that sees staff transition rates anywhere between 30-50%, ensuring new staff reach minimum productivity levels in the shortest time possible is essential.
Add to this the complexity of new processes and complex software, the thought of a ‘fast onboarding experience’ seems like a pipedream. A complementary mix of technology, expertise, and the human element delivers robust and accessible systems of learning – skilled staff drive efficiencies.
Change-management and on-site support
Delivering a business-wide change to systems and processes, whilst minimising business impact and maintaining customer experiences, seems like an impossible task. But if the change is delivered through comprehensive project planning and on-site training and support, these risks can be mitigated.
Titan’s DMS experts provide on-site training and support both leading up to the change and after the transition, ensuring your staff apply their training correctly (and quickly) from day one.
Comprehensive online library
With any product or service, access to a comprehensive online manual is essential to provide immediate answers to common (and complex) questions. Adding the ability to keyword search from the product itself any time of day or night, takes accessibility to the next level. Plus, if that manual has step-by-step instructional imagery and video, then the understanding, usage, and application of that product truly provides value for money.
All these expected features of online support are delivered within Titan’s Knowledgebase. Information is segmented by department to provide easy navigation, with search functionality built directly onto the DMS dashboard. Working within the various areas of the DMS, information icons are also available against fields for added on-screen explanation.
Service desk champions
For those questions that need a custom response, the importance of being able to ask a direct question or even speak with another human being is still critical in many businesses. Equally important is access to an online ticketing system that allows tracking and updates of outstanding queries within just a few clicks. For complete peace of mind, access to these services after hours for emergency response and resolution ensures the business will always be online.
When software holds such power over the day-to-day running of a business, access to these support connections is critical. Titan’s Service Desk team delivers these expected support services, with access via email, phone, and an online ticketing portal.
Self-serve online learning courses
When learning the basics of a new technology or software, first thoughts go to searching the web for some kind of training video. Seeing the system used live provides context, visual connections, and understanding of processes. Many training organisations recognise this by offering videos as part of a greater learning system, with online courses and certification. So why does this valuable form of training have to be limited to technology behemoths?
The automotive industry can now keep pace, with Titan DMS delivering online learning through formalised courses and certification with Titan Academy. The upcoming launch of Titan’s new learning system focuses on the day-to-day deliverables of primary roles within a dealership. Processes and functionality that staff require from day one are delivered through multiple formats, including step-by-step instructions and videos. Managers can monitor staff progress, and individuals can earn certification at each level of their Titan DMS knowledge. The courses are self-paced, can be paused/resumed, and are repeatable.
Shifting focus for faster results
Whilst dealers will always work toward decreasing staff turnover, understanding industry figures highlights the value of a simple shift of focus (eg decreasing the time to minimum productivity of new staff); delivering faster results in the short term, and preparing staff for upskilling in the longer term.
The value of a business system is not in the software itself, it’s in the productive use of that software and the enablement of staff to carry out their roles efficiently and effectively. At Titan, we take the successful onboarding and future provision of training and development material very seriously – long-term results for your business demand it.