サービスデータを活用して小売業者のアフターセールスネットワーク全体のパフォーマンスを向上

Ensuring reliable KPI measurement requires accurate and timely data input and sophisticated processes to clean and enhance service invoice (Repair Order) data. Historically, dealership service department performance has not been accounted for by manufacturers. This autonomy has resulted in dealers developing their own data management processes or working with a variety of data extraction services, often with limited scope and insights into key service performance metrics crucial for driving revenue and navigating industry shifts.

Additionally, manufacturers dealing with multiple data providers encounter an added challenge: ensuring the consolidation
and reliability of network service data right from the outset. Addressing this challenge necessitates a significant investment of time to refine the process.

Manufacturers find themselves asking:

• How can I efficiently and effectively collect service data for my network?
• How many entities does it require to manage my service data?
• How do I consolidate my network’s diverse service data providers?
• Is there an aftersales performance management solution that continues to evolve with industry shifts?
• How will I trust that my service network data analyses are accurate?

Urban Science の ServiceView™ は、サービス機会を診断する業界最速かつ最も正確な方法です。ServiceView はサービス部門と部品部門のあらゆる側面を把握し、パフォーマンスと機会の総合的なビューを提供します。重要なサービス部門データを活用して、詳細な分析をさらに深掘りし、あらゆる効率、保持、販売機会を捉えてパフォーマンスと収益成長を最大化するための実用的な洞察を提供します。

Through a partnership with ETL, we now have the ability to extract invoice-level service data, which fuels the most comprehensive, end-to-end service solution in Europe – ServiceView.

Our integrated ServiceView solution translates complex car parc and service order data into meaningful, actionable metrics, using fast, flexible modules. ServiceView empowers users to define custom KPIs that align seamlessly with industry trends or client-specific goals. As a global system with role-based access, ServiceView aligns all stakeholders with common data and insights, creating a single source of truth.

Our suite of fast, flexible modules delivers a complete picture of service performance. Each module is designed to provide detailed insights, streamlining various aspects of your business operations:

Retention Module: Unlocking Customer Insights
Through the deepest retention analytics available, we deliver insights for understanding customers kept, those lost to other same-brand dealers, and for pinpointing opportunities to drive sales-to-service conversions and repeat service loyalty.

Repair Order Module: Enhancing Operation Efficiency
Our granular analysis of operational efficiency is designed to generate higher profits and greater customer satisfaction through insights down to the technician and labor management level.

Parts Module: Precision Parts Analysis
Easily measure and analyze parts purchased by retailers and those sold over the counter. Pinpoint opportunities for additional parts sales, directly targeting independent retail franchises to enhance revenue streams.

Marketing Module: Targeted Marketing Strategies
Generate marketing lists that strategically target service customers to boost traffic and retention, all while integrating directly with fulfillment vendors and encompassing telematics, service marketing and parts/wholesale marketing campaigns.

We know collecting data from an entire network can be a daunting challenge. So, we’ve simplified this process by providing an end-to-end system that is tailored to individual manufacturer needs. Our approach seamlessly integrates into existing DMS landscapes and incorporates required KPIs.

• With our streamlined approach, systems can be set up as soon as 90 days* after data is delivered to us.

*depends on data access

At Urban Science, our global success with ServiceView, combined with our industry expertise, delivers a true advantage. We leverage learnings to continuously improve our system and deliver added value. No one else in the industry can offer data-driven benchmarks for customer retention, parts potential, capacity planning and recall compliance through a single, user-friendly solution.

Our credentials:

• With more than 20 global implementations, we possess the proficiency to analyze and optimize markets of any scale.
• In 2022 alone, our experts processed over 130 million repair orders – averaging 10.8 million repair orders each month.

Data Quality Assurance:

• We eliminate all uncertainty by ensuring the best data inputs managed through a combination of experts at Urban Science and ETL.
• Through the data acquisition process, we perform hundreds of audits and validations, ensuring the identification and resolution of potential issues to deliver reliable analyses.