Why its important to implement
BMS enables accurate completion dates helping customer planning. Weekly updates for long repairs improve satisfaction/NPS. Date tracking enables performance measurement and production planning improvements.
Customer Planning Benefits
Giving the customer a repair completion date will help them to plan their own week and ensure they are able to pick up the vehicle soon after completion
Weekly Status Updates
If the repair is larger and will be in production for a more than 1 week it is good to inform the customer they will receive a weekly repair status update to briefly keep them informed of any delays or if the repair is on track for completion date
BMS OEM Requirements
Additionally some OEM's require and test this process for the shop to pass audit for certification
BMS Performance Tracking
By adding the 'vehicle in' and a 'vehicle out' date to the BMS the business can track, lead time (time between assessment date and vehicle drop off for repair), key to key days and delivery date accuracy
BMS Production Planning
If the business has a good production plan and implementation process by using a BMS an accurate date the repair will be completed can be given to the vehicle owner
BMS Customer Satisfaction
These small details will help to improve customer satisfaction and the business' NPS
Production Prioritization
If the customer cannot collect the vehicle on the business' scheduled day then it may be possible for the business to reduce the prioritisation of the repair and move other jobs up the production list
Business Impact
Fundamentally improves production planning, key-to-key times, throughput and profitability. Builds customer trust, reduces complaints, optimizes facility utilization.
Productivity
If the business does not set and record firm completions dates with customers and measure its performance on this KPI the business never be able to improve production planning
Customer satisfaction
Calling the customer during the repair process can build rapport and builds the business' professional image
Overall Business Impact
Effective BMS utilization and date tracking fundamentally improves production planning and key-to-key cycle times, directly enhancing throughput and profitability. Regular customer updates during repairs build satisfaction and trust, reducing complaints and improving retention. Accurate delivery date management minimizes vehicle storage time, optimizes facility utilization, and reduces idle time costs while maintaining strong customer relationships that drive repeat business and referrals
action steps
Invest in BMS software. Use BMS for update reminders and scripts. Train all staff to store dates in BMS. Regular compliance checks with warnings.
Performance Monitoring and Enforcement
Regularly check that this is being carried out for every job, strong internal warnings if policy not followed once established
Data Management and Process Implementation
Implement process for all VDA's and office staff to store all drop off and planned delivery dates in the BMS
Technology and Systems Implementation
If the business does not have a BMS it should invest in this software. Use the BMS to schedule a reminder for when the customer should receive an update call and implement process that staff make these calls and have a script to follow when calling. If it has the software but does not use it to collate and store all dates and reminders then this must be implemented as soon as possible
Related tasks
Milestone:
01: Elevate Your Customer Experience