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Motorwerks BMW, MN

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Customer Profiles

Behind the Scenes with:
Motorwerks BMW

Company Name:
Motorwerks BMW
Service Manager:
Scott Schwartz
Locations:
Bloomington, MN
TSD Products:
TSD LOANER Management Software

Life Before TSD LOANER
Before being introduced to TSD LOANER Management Software, Scott Schwartz, Service Manager at Moterwerks BMW in Bloomington, MN, had a messy situation on his hands. His service department was always full, very busy, and booked a week in advance. He is managing 21 technicians and loaning out 42 cars, a fleet subsidized by BMW.

Because of their investment, BMW required Scott and his team to keep meticulous records on each vehicle. Every transaction on every car needed to be recorded and filed in a folder. And when those folders became full, they spilled into other folders and cabinets, taking up space in the dealership. The time, paper, and space being used had become expensive. “It was a haphazard manner of managing the fleet,” says Scott of the paperwork, “and it was prone to a series of mistakes.”

Tedious record-keeping wasn't just the problem of Scott and the other employees at the Motorwerks Service Department. Customers had to wait while service writers took their information-which they may have given when they purchased a BMW-and wrote each long credit card and license number out by hand. The product was a quickly scrawled, barely legible rental agreement-not exactly the professional paperwork Scott hoped to turn out to his BMW customers.

Maintaining his loaner department manually was not perfect, but Scott couldn't find another way. “Most of the programs I saw [for automated loaner management] were half-hearted,” says Scott. “But TSD's software fits all my needs, and in particular attracted me because it fit all of my manufacturer's requirements.”

TSD LOANER at Motorwerks BMW
Scott saw improvements immediately upon using TSD LOANER Management Software. He and his staff were trained quickly-four phone sessions in about a week ensured that everyone understood their way around the program. “It's simple and self-explanatory,” says Scott of his team's quick understanding of the product, “It worked the way I was told it would.”

The number one benefit of TSD LOANER for Scott was something he saw right away: the level of professionalism in the documentation given to the customer. “In my mind, that has perceived value for the customer,” he says. “Instead of giving them a mimeographed form that we filled out in a rush situation and making them sit through a boring process, we scan their credit card, it finds the customer in the DMS…all you do is pick a car.”

TSD LOANER's seamless interface with DMS means that Scott's customers will never have to repeat their information as they move between dealership departments. It decreases the hassle for the client and the time that the service writer needs to spend with them before getting them on their way in a loaner vehicle.

Scott is also pleased with the tighter control he has on managing his fleet and service advisors through TSD LOANER's reporting features. “With the reporting on average days out by service writer, I can see which advisor is effectively managing and proactively check in with those who aren't,” says Scott. He can also look for common cause mistakes and work to remedy them to make his busy service department more efficient.

TSD LOANER also provides service departments with an electronic record of the maintenance they do (and maintenance that is due) on the vehicle-particularly important for Scott. Since his fleet is subsidized by BMW and later will be re-sold, he is required to keep stringent maintenance records, and with his handwritten method it was virtually impossible to track his efforts or to go back through piles of paperwork to find a particular incident or report. TSD LOANER's reporting features allow Scott to gain a solid hold on his vehicle history and track the types of investments he makes in his loaner fleet before resale.

Looking Ahead
The service department at Motorwerks BMW continues to buzz with activity, and Scott is planning to bump his loaner fleet up to 50 in the next few months. As he continues to grow his department, TSD LOANER will make managing his fleet and staff easier while giving the Motorwerks service department a more professional face for their customers.

To find out how your dealership can become a TSD Customer Success Story, call our Sales Team at 800-743-1200 or sales@tsd-inc.com.

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