Moritz of Fort Worth, a large car dealership, implemented DocuWare to simplify their work processes, bringing transparency to repair orders and the processing of warranty claims. Consolidating paperwork from four locations to one digital archive improved customer service, increased efficiency and strengthened document retention standards, shielding the company from fines for missing documents during an audit.
Moritz is a large, privately owned new and used car dealer group with four locations in the Fort Worth, Texas area. The dealer group has three Kia dealerships, as well as a Chevrolet, Chrysler, Jeep, Dodge Ram group. For more than 40 years, Moritz has provided their customers with quality cars and trustworthy repair services.
Requirements The service department is a large profit center in any dealership, so ensuring all repair orders and supplemental documents have been correctly recorded was one of Moritz’s primary goals. Additionally, Moritz follows each manufacturer’s requirements on how documents are filed, when date and time stamps must be used, and when signatures need to be ink or digital. Failure to follow document requirements can leave a dealership open to large fines from a manufacturer.
Solution Moritz reached out to their IT vendor and Authorized DocuWare Partner because they have in-depth knowledge about car dealership documentation requirements and their existing dealer software, Reynolds & Reynolds. They provided Moritz with a vision of how they could integrate DocuWare into their current IT landscape, cost-effectively storing electronic documents that were not created in-house with the ability to add them to a repair order or other information packets. Their dealer software’s document management system could not perform this feature.
DocuWare’s functionality, flexibility and price point were influential. Dealerships typically have a high employee turnover rate and Moritz knew that they would constantly be training new employees to use the system, so ease-of-use was critical.
For the Service team, a repair order is created when a customer pulls into the service bay and the Service Advisor begins the paperwork for the scheduled repair. This document follows the car into the repair shop; the mechanic may add other documents such as test results, repair or replace analysis worksheets, or sublet repair invoices. The mechanic signs and dates their work and then passes the packet back to the Service Advisor. The customer signs the repair order when they come to pick up their vehicle.
Once the customer picks up their vehicle, the repair packets are scanned and indexed. DocuWare collects information from the Reynolds & Reynolds print file to help automate indexing. If additional documents need to be added to a repair packet later, they can be electronically “stapled” to the packet.
If a customer pays for the repair, the workflow is complete. For repairs that need to be submitted to the manufacturer or a third-party provider for a warranty or extended warranty payments, documentations is reviewed and submitted electronically.
Benefits DocuWare was so successful in the Repair Shop that the system was replicated in Moritz’s Body Shop. Since the Body Shop has even more incoming invoices, moving everything into DocuWare was a logical step.
Moritz can now easily meet manufacturer’s document requirements. Filing, retrieving and purging repair orders filed by VIN number was a lengthy and arduous process when working with paper files. With DocuWare, Moritz staff spend significantly less time scanning than they did filing, virtually no time retrieving documents while reducing storage space.
DocuWare helps the dealership stay profitable by quickly identifying missing documents or incomplete repair orders. Any needed management approvals are done electronically, speeding up the workflow. Waiting for warranty and extended warranty payments can slow down a dealer’s cash flow and increasing the transparency of these important processes is critical.
Conclusion “Once we digitized our repair paperwork, we were able to completely eliminate one file room and use that footage to expand our waiting room into a nicer, larger room to improve our customer’s experience with us. Pair this with our ability to track long service issues and access complete vehicle information from any one of our other locations, has made customer service rise to new levels of satisfaction. Internally, we benefit as well, now that warranty audits are stress free. We know every document will be in our system eliminating the worry of large fines for missing documentation,” said Jeff Robinson, Fixed Operations Director.
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The Tasks
· Implement a flexible document management solution that can store scanned documents
· Simplify filing and retrieving
- Share information between dealer locations and departments
The Benefits
· Transparent processes ensure warranty payments are received
- Better customer service
- Simpler workflows generate happy, more efficient employees
DocuWare Corporation | 4 Crotty Lane, Suite 200 | New Windsor, NY 12553 (888) 565-5907 | www.docuware.com
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