Upgrading your Dealer Management System (DMS) is a must-do. But, just like other franchise dealerships, you may postpone this important upgrade for many reasons. And it makes sense—who wants to introduce fear, change, and relative inconsistency to their entire staff? Switching your DMS doesn’t have to be daunting. So, we asked Susan Moll, Vice President of Client Implementation at Cox Automotive, to share the tactics and best-practices that lead to a successful technology transition.
Dealer Principal Owners and General Managers often wait to make the move until it’s absolutely necessary. According to Moll, “many dealers have been using the same system for decades, with years of accumulated customer lists, outdated setups, old reports, records and files that need to be dusted off and sorted through.” Fortunately, in a recent interview with the team at Jim Browne Auto Group, Moll assured dealers that a DMS switch doesn’t have to be scary. Here are Susan’s four keys to making a successful switch:
Step 1: Make an Action Plan
Before you begin, you and your management team should set up time with your future partner to establish a clear roadmap for the implementation. This should include a thorough timeline that defines how and when the new technology will transition.
Most DMS transitions will take around 90 days from start to finish which should include planning and training your crew.
Step 2: Find Your Team Champions
A successful DMS switch doesn’t happen overnight, of course. But it also doesn’t happen without the help of individual department champions. Identify team members who are eager to learn and ready to help lead change. Make sure to incentivize your crew as the new technology rolls out. Your champions will become an important part of the process as learning and training assignments are distributed.
Step 3: Keep an Open Door
Fine-tune your change-management skills as this will become the key success factor when making a big technology switch. Aligning your goals to your values is a great way to start, so be sure to keep an open-door policy and allow employees to reach out when they become frustrated. Communicating openly, and frequently, goes a long way. And it simply must come from leadership. According to Moll, “The most successful implementations start at the top.” Hold weekly status updates, send frequent emails to the staff, and let people know that you’re proud of their progress.
Step 4: Practice with the New DMS Technology
Learning a new DMS will take some time and practice. Your team will be given access to train on the new system inside of a “sandbox” environment. You will be assigned lessons and training that cover how to use the new technology. Dealertrack is rated the #1 easiest-to-use DMS, but it will be different than the current tool you have used before.
Automotive dealerships are a fast-paced business that deal with change, daily. Covering your basics and preparing for a successful DMS switch will help ensure that your entire staff is ready to hit the ground running once you flip the switch.
Ready to learn more? Check out the tips and best practices below to make sure you hit the ground running with your new solution here.
