Time is the product in fixed operations. Every delay, every handoff and every manual step chips away at capacity and customer flow.
For MotorWorld, a northeastern Pennsylvania dealer group with 12 dealerships and 12 brands that is part of the MileOne Automotive Group, Online Claims became a way to reclaim that time and refocus it where it matters most in the service drive.
The problem was clear for Henry Hess, Director of Fixed Operations at MotorWorld, long before a digital solution existed.
“I started in this business in 1986 as a technician,” Hess said. “By the time I was managing a large service department, we were still writing repair orders by hand with carbon paper, mailing claims to the OEM and documenting everything manually on the back of a ticket.”
The manual workflow slowed everything down. Advisors spent significant time on hold. Technicians waited for approvals. Human errors brought inconsistency. Most importantly, valuable time walked out the door every day.
As we know, time is the product. And once it is gone, it cannot be sold.