CDK Global Lightspeed Launches RECT Reports in May
Christopher Hauck, Recreation Group product manager for dealer management software (DMS) provider CDK Global Lightspeed recently met with RVDA to outline what Lightspeed is doing to show where RV dealers can reduce their repair event cycle times (RECT) to increase customer satisfaction. Chris has been at CDK Global Lightspeed, and its predecessor, ADP Dealer Services, for 20 years. He holds an MBA degree from the University of Utah and a bachelor’s degree in business management from Brigham Young University. He lives in Farmington, Utah.
Q: Chris, what is CDK Global Lightspeed doing to allow its RV dealer customers to measure their RECTs so they could see where improvements could be made?
Chris: Beginning this month, customers are able to input data to see how long it takes from when they start a repair order (RO) to cashiering it out for warranty work versus non-warranty work. The same is true for ROs involving special parts orders versus parts in stock orders. Lightspeed customers were able to download those reports starting May 11.
Dealers downloading their RECT data in mid-May -- using the updated report format on their system -- will get accurate reports – on an individual repair order basis -- generated from that date forward.
Q: What data points will the updated reports include?
Chris: For warranty versus non-warranty ROs, those data points are: Start Days, Job Days, Delivery Days and Days to Completion.
Start Days are the number of days from when the RO was started until it was first checked in. Job Days are the number of days from when it was first clocked-in until the labor was closed. Delivery Days are the number of days from the labor was closed until the RO was cashiered. Days to Complete was the total number of days it took overall from start to finish.
For special order versus parts in stock ROs, the data points are: Identification Days, Lead Days, Repair Wait Days and Days to Complete.
Identification Days are the number of days from when the RO was started until the special order was ordered. Lead Days are the number of days from when the special order was ordered until the special order was received. Repair Wait Days are the number of days from when the special order was received until the RO was cashiered. Days to Complete was the number of days it took overall from start to finish.
Q: Are there any features to increase the likelihood that dealership personnel will input data accurately?
Chris: There is the Tech Labor Clock In Mobile App. It allows the technicians to access job labor detail, clock-in and out on job labor sessions and to add their notes and photos using their phone or pretty much any smart device with internet access. This relieves them from the burden of going to a workstation to clock-in or keeping track of their hours and notes on paper.
Q: How far has Lightspeed come along in terms of reports showing how well – or how poorly -- individual manufacturers are performing according to the above measures?
Chris: Actually, that became available with the May – LightspeedEVO 2020.5 – release.
Q: Is there a short-cut your dealer customers can use to get to the data?
Chris: Yes, once your LightspeedEVO program is open, click on the Service Connect (SC) Get Help button at the top right-hand corner of your computer screen and then search for RECT.
Q: Of course, RECT data will have more impact if it includes aggregated data from more than one DMS provider. What is Lightspeed doing in this regard?
Chris: We’re using the same terminology as other DMS providers so the data can be blended together.
Q: Will Lightspeed add any new features to help advance the RECT effort?
Chris: With the June roll-out, in Databack, dealers will be able to access national averages for Days In Shop under Service to see how they compare with the national average.
Q: Are these new features available only to Lightspeed’s RV dealer customers?
Chris: They also are available to boat and powersports dealers.
Q: Ultimately, what will highlighting RECT measures do to dealers’ bottom line?
Chris: It’s all about customer satisfaction, you’ll have more loyal customers and a higher Net Promoter Score, the more repeat business you’ll get.