Fixed Ops Journal - May 2016 - (Page 55)
FIXED OPS JOURNAL
Interviews by Richard Truett
minutes with ...
■ Tim Turvey, global vice
president, General Motors
customer care and aftersales
How GM's mypricelink.com makes GM body-repair parts
more competitive with non-original equipment, imported
The very intent of the system is to try and be responsive to the
marketplace with a dynamic pricing engine. The pricing is dynamic and it will be variable based on whether the part is unique or if
there are other offerings in that space, what region of the country.
It is going to be completely variable.
It allows us to bump the competition and make sure we are competitive against salvage yards or other parts in the marketplace. We
did not have iterative bidding, which means it was a once-anddone process. This now allows us to get a full view of the estimate
and get a chance to bid and be competitive on
the entire portfolio of parts being used in that
repair. We think that's best for the customer.
On the mypricelink.com rollout
We've done a soft launch - it's a very complex
integration - but the system is up and running.
We've tried to work through this with all the insurance estimating services, the insurance comTurvey
panies, the dealers and the multishop owners,
to make sure we have the proper work flow.
We've phased this in to make sure everything is running smoothly. The dealers are on board. The collision estimating services are
on board, and insurance companies are on board. We've strategically done it this way to make sure we are not disrupting the industry.
What mypricelink.com does is give [repair shops] a chance to use
original equipment parts, which offer the best opportunity to put the
vehicle back to original condition. It gives us the opportunity to look
at the full estimate and a chance to be competitive on all those parts.
On certifying shops to repair the Cadillac CT6's aluminum
and steel body
It's obviously a state-of-the-art vehicle, with its integration of
steel, aluminum, bonding and flow-through screws as well as selfpiercing rivets. We've put in place a very rigorous program to make
sure people understand the repair process. We've certified body
shops to ensure they have the proper tools, equipment and training to support the repair of the CT6. There is very specific repair
certification requirements that ensure owners get their vehicles repaired properly.
On supporting legacy brands Oldsmobile, Pontiac, Saturn,
Saab and Hummer
We will continue to provide parts for all the vehicles as long as
there is demand. ■
■ Walter Burchfield, vice president,
aftersales U.S., Nissan North America
On helping Nissan and Infiniti dealers increase fixed-ops
On retention, our goal is for the customer to visit the dealer two
times per year. My belief is consumers need to be communicating
with their dealers at least twice per year. Whether it is a 6,000-mile interval or a 10,000-mile interval, the road still causes tires to wear, etc.
We focus on four ownership segments: First year; 18 months [the
period when Nissan's bumper-to-bumper warranty coverage is in
effect]; out of warranty to 7 years; and then 8-plus years, which is
really key. Because a vehicle that is 8-plus years old is typically a
high ticket value. And most importantly, if a dealer can build a relationship with that consumer, they are a whole lot more likely to
buy a high-quality used car or a new car from our stores.
On improving the customer experience
through Nissan's Express Service
We offer Level 1 and Level 2 service. Level 1 is
really your quick oil-change services. It is designed to help dealers compete with all the local
independent shops around: the Jiffy Lubes, Pep
Boys and so on. Level 2 is more like a pit stop if
you need a brake job done in an hour, shocks
done in an hour or some of the heavier jobs.
Dealers who participate in the Express program have dedicated
service writers. The customer has a dedicated service lane and
there are dedicated technicians. We have 718 dealers, or about 70
percent, who do this. Our intent over time is to have Level 2 to be
the brand standard.
On preparing parts departments to service the Titan XD's
Cummins diesel engine
We worked with Cummins on a dedicated training program. We
made sure every single store was fully trained before we sold the
first vehicle. Cummins partnered with us at our technical training
centers and the techs that needed to be trained have all been
trained on both the engine and transmission.
Same thing when it comes to parts. Those come in to us from
Cummins. But from a fulfillment standpoint, the parts come from
us. We put pressure on ourselves. We had to show we were stocked
with parts in our parts-distribution centers before we could launch
On helping dealers with body shops win business over independents
We have put a significant focus on our collision business from
the viewpoint of helping our dealers bid for parts and stay competitive. We consistently look at our pricing, and we update that weekly and monthly so that our guys can be competitive. We are making
adjustments all the time. ■
Table of Contents for the Digital Edition of Fixed Ops Journal - May 2016
Fixed Ops Journal - May 2016
90-second oil change
5 Minutes With
Fixed in Time
Fixed Ops Journal - May 2016