Automobile chain reaction

Generating sales - ensuring returns

The success of a car dealership is determined primarily by branding and customer appeal, but it can only be maintained by strict cost management and an innovative service concept. As a result, dealers are always looking for ways that will improve returns in this area and provide sustainable added value.

Every new and used car passes through several stages of the value chain before it can be included in the sales statistics of the dealer. Reducing the number of interfaces in this process brings more synergies into play and makes processing more efficient and profitable. Increasing the extent to which upstream and downstream activities are integrated without overlap reduces administrative costs. Better quality, faster turnaround times, shorter downtimes and more accurate communication are the resulting benefits for the dealership.

Role as a pacesetter

arwe Service GmbH has been a partner for automotive dealers and manufacturers for over 35 years, and caters to the needs of automobile dealerships for more efficient business processes with its system solutions. The company has made many innovations in recent years, for example with the first automatic internal cleaning tape, a control program for vehicle services, or the commissioning of low-bake spray booths. With its full-line service partnership, arwe is a pacesetter in the sector:

“We guide the vehicles of our clients through the entire value-adding chain and implement all those work processes that are not part of the core business of the car dealership,” explained Dr. David Gabrysch, managing director of arwe. Responsibilities and deadlines are clearly defined, uncertain accountabilities and inefficient duplication of activities are a thing of the past.

From receipt to delivery

From the time the vehicle is received, whether in the dealership or at a central processing location, until delivery to the end customer - all necessary and desired steps are taken care of by a single service provider. The client can not only take advantage of the long-standing experience and expertise of arwe, but he can also use arwe’s extensive transfer logistics network, which guarantees just-in-time delivery. The dealership has its vehicles delivered promptly and already prepared, thus minimising response times and making better use of its limited space for commercial exposure.

Care and attention are not limited to the vehicles, but include the very sensitive area of customer communications. The dealership’s customer experiences courteous service from trained and communicative personnel, who greet him, help him to find parking, or hand the vehicle over after a completed vehicle service. arwe even offers expert assistance with the handover of new vehicles - we hand the vehicle over to the customer after it has been registered and prepared for delivery.

A mobility concept specially developed by arwe helps the dealership to strengthen customer loyalty and ensures optimal utilization of its own vehicle fleet. The collection and delivery service, the accident-replacement business and the test-drive service receive just as much attention from arwe as its special VIP service, designed to meet the needs of this clientele.

Use innovative services and save on investment outlay

Replacement of a fixed asset such as a car wash or investment in a new one is a dealership decision that needs to be assessed and evaluated with foresight. An attractive and cost-effective approach here is financing by the service provider. For example, arwe already gets involved at the planning stage of washing and preparation areas using their own architects. This means a reduction of invested capital for the dealership, and the security of having monitoring and supervision of construction in experienced hands.

arwe’s architectural team specialises in car wash technology and manages the civil engineering and architectural consulting, oversees the construction process and deals with all the building and environmental permissions and approvals.

Trust means responsibility

The sensitivity of communications with the (end) customer and the value of the vehicles entrusted to us demands both professional and technical skills, since the service provider has significant responsibility for the reputation of the dealership. arwe places great importance on the training and knowledge of their employees (over 2,200) as shown by their tight quality management and training program, into which the entire team is integrated. In addition to internal quality control, arwe is also evaluated using external assessment criteria by its clients (customer satisfaction surveys) and the certification institutes (certified according to DIN EN ISO 9001: 2008).

Yes to self-regulation

The complexity of the workflow and the flood of information from different sources do not always lead to improved transparency and regulation. With DILOMA, the company makes use of control software that provides detailed documentation for each vehicle, and the services that have been commissioned and carried out on it. With this record over a certain period, the dealership is also able to monitor the quality of the service provider, and specifically to identify weak points. Combined with the TRANSFER TRACK program, which provides access to information on the transfer order and the current location of the vehicle at any time, two proven and user-friendly tools are available that report all movements of the vehicle to the customer and the dealership.

Move further together

arwe is the leading automotive service provider and mobility guarantor. It covers labour-intensive, technical and logistical processes and so provides its clients with competitive advantages. The company is particularly proud of the intensive dialogue with the client in joint development of innovative solutions: “The customer does not get a flat-rate package from us, but rather an individual approach that is tailor-made for him, and which incorporates his requirements and his corporate culture” says Dr. Gabrysch.