120406 citnow november newsletter v7 no crops

November 2014

In this issue: 1 2.1 2.2 3.1 3.2 3.3 4.1 4.2

CitNOW Bodyshop Launches Tips and Tricks: Vehicle Check In Bodyshop Birthday Secrets of Success Hero Report CitNOW of the Month Please welcome to CitNOW… Your Coffee Cartoon

CitNOW Launches Bodyshop App At the ABP convention on the 18th November CitNOW launched its first video product tailored to the Bodyshop and motor claims industry.

and Accident repair centres are increasingly looking to innovate to find new ways to increase revenue and reduce cost in production and administration http://video.citnow.com/vpwalkthru1

With profitability in the Bodyshop sector an increasing challenge, average pre-tax profit margins have slipped to 2.4%. With a £1000 job now bringing in just £24 pounds of profit, Bodyshops

With the approval of several major insurers, the new CitNOW Bodyshop app will be the first available from Apple’s App store, and will offer bodyshops the opportunity to build trust, engage with customers and prospects, increase retail work conversions and sell more labour and parts more profitably Aviva Business Development Manager Alistair Campbell welcomed the opportunity to bring video into the motor claims sector: “Previously introductions to video were cumbersome and overly-complicated… CitNOW has opened up an exciting new world as an easy to use and … continued on page 2

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Tips and Tricks Bodyshop: Vehicle Check-In At your Bodyshop, you’re not going to have a car checked in unless it’s got some damage. Whether it’s an accident or a part failure, something needs your attention. But often, beneath the road dirt and rain there may be historical damage to the vehicle not related to the claim. If the vehicle owner hasn’t noticed it previously then there is a risk of your site being accused of having caused it, with no way to prove it wasn’t there before.

How can CitNOW help: •

Protect your business. A video walk round of each vehicle on check-in, noting all of the damage, instantly clarifies the condition of the car before anything has happened to it. Your peace of mind delivered.

•

Engage the customer from the beginning. With each CitNOW being watched 1.8 times on average it’s clear video adds to the customer experience. Grab their attention with something quick, unexpected and full of valuable information.

•

Increase your revenue. You can even use this initial video to offer best advice to your customer. If your VDA finds that the vehicle has curbed alloys use the opportunity to let your customer know that you can look at these whilst the car is in.

For a demonstration of a customer vehicle walk round go to: http://video.citnow.com/vpcustomer1

Bodyshop Birthday Celebration

£2,000 MUST BE WON

With the launch of our latest app, we’d like to celebrate by giving 2 bodyshops the opportunity to win free licences to the tune of £1,000 each.

PLUS 1 day’s FREE on site expert advice from one of our specialist bodyshop Academy Consultants to improve your sales and profitability.

2

To enter our free prize draw simply visit www.citnow.com/birthday

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…continued readily available technology. As Aviva we welcome the opportunity to use CitNOW with our repairer network”.

CitNOW Bodyshop uses video and still images to record collision damage and any pre-existing damage on the vehicle. Whilst creating the CitNOW, the operator can tap the screen to bookmark and capture still images of special interest. On completion, there is an opportunity to take additional photographs, which will also be linked to the same CitNOW. As with CitNOW’s Sales and Workshop apps, once the Bodyshop video is done, it can be sent quickly and directly from the app to any insurer or vehicle owner for approval. The app allows the user to enter the details of the recipient, who will be notified by email or text message with a short link to a mobile friendly webpage where they can review and approve the work instantly, saving them time and money. The app also increases user profitability through increased retail up sell, and provides an unequivocal condition assessment record.

David Cresswell, Chairman, ABP Club, commented: “We’re delighted that CitNOW is launching an app tailored for bodyshops. CitNOW Bodyshop is a fantastic condition assessment, retail up sell and customer reassurance tool. This app will have a very positive impact on this sector and we’re very proud to be introducing it to our members at our convention today.”

Gordon Grant, Sales Director at CitNOW, said: “We’re thrilled to be able to offer the benefits of CitNOW to the body repairers with a dedicated app. CitNOW Bodyshop is now in the Apple’s App Store for free download, eradicating set up costs and enabling the bodyshops to go straight to a low cost monthly licence.

The benefits are numerous and we’re confident that the ROI will be almost instant, so we’re very much looking forward to seeing the first videos and measuring the results.”

For further information about CitNOW Bodyshop please go to the below link www.citnow.com/bodyshop/

Dealer Principles | November 2014

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Secrets of Success Sytner Oldbury Bodyshop

With CitNOW Bodyshop formally launched at the ABP conference, we went back to one of the very first adopters of the Bodyshop app Brandon Elston. At BMW Sytner Oldbury they’ve been using CitNOW since April 2013, making nearly 800 CitNOWs in the process.

CitNOW discussed with Brendon how he introduced video into his centre, what his targets were and what impact CitNOW had on his business.

To see the whole interview go to: video.citnow.com/vpfeedback3 How did you get started with CitNOW? We originally heard about CitNOW sales at a manager meeting. I came away thinking that it was definitely something I could use in my Bodyshop. We then came up with a set of standards and outlined what we wanted to achieve with the Bodyshop app: 1. Great customer service with a wow factor 2. Establish (for the customer) who they are dealing with 3. Why is Sytner the best 4. Offer them best advice (upsell) In the first five months we added £6,000+ in additional revenue through using CitNOW daily and focussing, through coaching, on our best practice. We’ve also moved from ‘Upsell’ to best advise. We don’t sell parts on the video, we focus on communicating the information they need. We then follow that up later on the telephone. It makes it easier for the customer to say yes.

Our videos are always between 90 seconds to 2 minutes long. We don’t want to bore the customer. We also need to be aware of our surroundings and what we’re capturing in the video (even if it’s not the main point of focus).

We’re changing the face of accident repair.

Many people have a stereotypical view of an accident repair centre. It’s a guy in a boiler suit, covered in filler dust, banging away at their car, with a hammer. It’s Fred in the shed. With our CitNOWs we can show them our £10m, 25k sq ft operation. It has made it much easier to communicate and retain customers.

For example, say a car has come in for a new back bumper, but has 4 damaged alloy wheels.

We do a video walk round of the car with a pointer, highlighting the areas of concern. This tells the customer the condition of the car on check-in (and how it will go back), and that we have an opportunity to repair these other areas whilst the car is on site. With the camera showing the damage in a majority of cases it’s an easy sell to a customer. With the old ways, we were just calling them trying to sell, no better than a cold call, however now the camera has done the job for us, we can even tell when the customer has watched the video and call them whilst they are still thinking about the car and the video. Even if they don’t want the work done, we have still logged the condition of their car and are protecting the business.

We’ve gone from being camera shy and wondering how to use it to using it as part of our daily process, it’s as simple as doing an estimate. They work hand-in-hand and we use it like second nature.

Our biggest single success was a large scratch down the side of a customer’s car. The customer phoned us to say that they hadn’t realised it was that bad and authorised us to fix it. That was £1000 to my business in additional revenue.

There’s definitely an increase in revenue of around £250 per job. It’s been a great success story. video.citnow.com/vpfeedback3

Hero Report

Why it works: The Great Order of Things Ian has honed his CitNOW Bodyshop process to a keen edge. An introduction to the Accident Repair centre is followed by an overview of the claim damage first, after that Ian introduces the non-claim related damage, before finishing where he started. Logical, quick and informative.

Claim and non-claim Ian’s great method introduces upsell and extra transparency to the repair process. By starting on the claim work Ian grabs the customers attention.

He then generates additional revenue by highlighting all of the potential repair work.

Best Advice CitNOW Bodyshop is perfect for highlighting upsell work. Ian begins by reassuring that the accident damage isn’t too bad. His transparency instantly builds authority which adds to his commentary on the significant, historical damage to the front passenger side bumper.

Ian’s customer is more likely to approve the extra work, even though it’s out of her pocket!

and CitNOW Workshop

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Workshop Joshua Spencer, Audi Oxford

Nick Duxbury, Volkswagen Preston

92

Daron Bland, BMW Bournemouth

149

Neil Fradgley, BMW Farnborough

88

Adam Hooper, BMW Salisbury

134

Glenn Wostenholme, MINI Newcastle

81

Duncan Chard, BMW Bristol

117

John Thomson, Menzies BMW

76

Liam Young, Nissan Widnes

116

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Ian Faulkner Sytner Oldbury Accident Repair Centre

Take a look yourself at: video.citnow.com/vvoscar0011

The top 5 users for CitNOW Sales Sales Michael Joyce, Volkswagen Norwich

The Oscar: CitNOW of the Month

Amount

Amount 169

Last month’s Oscar winner Mike with his champagne!

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November 2014

Please welcome to CitNOW Bartletts SEAT Berry Chiswick BMW Blade SEAT Bristol Bristol Street SEAT Birmingham Bristol Street SEAT Darlington Bristol Street SEAT Derby Broad Oak BMW Canterbury Camper King Ltd Dicksons of Inverness Suzuki Hatfields Bury Volvo Hatfields Jaguar Wakefield Hatfields Land Rover Pickering Hobin of Preston SEAT Horton SEAT Lincoln J Edgar Workington Suzuki/ Hyundai JCB SEAT JCT600 Volkswagen (Hull) JCT600 Volkswagen (Wakefield) JCT600 Volkswagen Rotherham Johnsons SEAT Liverpool Lexus Cheltenham Lexus Lincoln Listers SEAT Coventry Listers Volkswagen Van Centre Worcester Marshall SEAT of Braintree Marshall SEAT of Cambridge Marshall SEAT of Leicester Marshall Volkswagen Bridgwater Mercedes-Benz Bury St Edmunds Mercedes-Benz Cambridge Mercedes-Benz Chelsea (After Sales) Mercedes-Benz Kings Lynn Mercedes-Benz Norwich Mercedes-Benz of Harrogate Mercedes-Benz of York Motorline Lexus Canterbury Motorline Lexus Cardiff Motorline Lexus Tunbridge Wells Motorline Maserati Maidstone Pentland Land Rover Platinum Nissan Box Porsche Centre Bristol Porsche Centre Cardiff

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9 Millars Brook, Molly Millars Lane, Wokingham, Berkshire, RG41 2AD

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