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Customer Profiles

Behind the Scenes with:
Burien Toyota Rent a Car

Company Name:
Burien Toyota Rent a Car
Dealer Principal:
Dean Anderson
Locations:
Burien, Washington
TSD Products:
TSD RENTAL Management Software - Multi-User Standalone Version, Credit Card Processing, Reynolds & Reynolds DMS Interface

Location Overview
Burien Toyota has been a TRAC (Toyota Rent a Car) dealer for almost three years, selecting TSD RENTAL Management Software, the exclusively recommended software of Toyota Motor Sales USA Inc., for their automation software in 2002. While its close proximity to the airport attracts travelers visiting the city, most current business is internal, coming primarily from their service and body shop operations.

TSD & TRAC Solutions Increase Customer Satisfaction
TSD has been working with Toyota Motor Sales USA Inc. for almost ten years, providing exclusive software solutions designed specifically for TRAC operations and the dealership environment. Customer service excellence is often the key to repeat business. With TSD RENTAL Management Software rental customers can be quickly processed, offered a professionally printed rental agreement, and the rental operation can easily access the reports needed to accurately track the rental fleet. Krissy Ochoa, Burien Toyota TRAC Manager cites the Fleet Utilization, Profitability and Maintenance Due reports as most beneficial. Ochoa relies on the Fleet Utilization Report as her daily barometer, obtaining key data such as utilization rate and average revenue per day, and provides Profitability reporting to management on a monthly basis.

The Reynolds & Reynolds Dealership Management System (DMS) Interface allows secure information sharing between the dealership and the rental operation, expediting the rental process. This bi-directional interface allows the rental agent to access existing customer information in the ERA Automotive Retail Management System used by the dealership, getting the customer on their way as quickly as possible. Repeat information is retained and populates future rentals. The Reynolds Interface also provides for payment information transfer from TSD RENTAL Management Software directly to the ERA Accounting application.

Rental Operation Success Also Provides Dealership Benefits
In addition to being a profit center unto itself, Burien's TRAC operation offers other benefits to the dealership. TRAC operations utilize only well maintained, current model Toyotas for their fleet. “Renting is a great way to demonstrate Toyota's outstanding quality to the owner of another make of car,“ says Ochoa. “They remember that when it comes time to buy a new car.” TRAC has worked exclusively with TSD to design TRAC specific sales and customer service tools such as the TRAC Survey, capturing key demographic and marketing information.

Rental agents input the results of the TRAC Survey at the conclusion of the rental, and the dealership receives automatic sales lead information identifying those rental customers planning on a vehicle purchase in the near future. Survey results for Burien Toyota in the last half of 2004 indicate that 60% of rental customers report that their rental experience has positively affected their preference for Toyota vehicles, and have expressed interest in a future purchase.

Another benefit that TRAC brings to the dealership is the supply of quality used cars. TSD RENTAL Management Software provides a great deal of the vehicle history needed to qualify the vehicle for the Toyota Certified Used Vehicles program, and at lower unit cost than vehicles purchased at auctions. Dealer Principal Dean Anderson states, “Virtually all of our rental cars eventually find their way into the used car inventory… our used car department is much more profitable thanks to TRAC.”

Future Plans
To grow their business, future goals include a 50-50 mix of internal and external customers. Burien Toyota's recent decision to locate their TRAC and dealership body shop estimation operations together on a busy main street was influenced by the amount of drive by traffic in the area, increasing rental opportunity awareness. Ochoa periodically visits local body shops, garages, hotels, insurance companies and other appropriate businesses to highlight the benefits of TRAC rentals. TSD's Source of Business Analysis report provides important feedback allowing correlation of marketing effort and new rental business, indicating where her efforts have generated an increase in rental revenue. From accurate, expedited rentals to on-target reporting, TSD RENTAL Management Software can enhance the TRAC location's ability to increase customer satisfaction. Ochoa speaks highly of TSD stating, “The TSD RENTAL Management Software has been extremely helpful, and TSD Support and Customer Service are great.”

For information contact:
TSD
sales@tsd-inc.com
Toll Free (800) 743-1200
Voice (978) 794-1400
Fax (978) 794-1455