Quorum Information Technologies had an insider’s view when it developed its DMS software for dealers
Without a skeleton most things on this earth can’t be held together, whether they are living organisms or man made structures. Take the case of automobiles. Without a chassis or inner structure, there’d be nothing linking the various components together.
Quorum’s XSellerator allows real time communication with the customer during vehicle service, providing an advantage to dealers
The same applies to dealerships, not only in terms of the brick and mortars, but also the integrated systems that keep them running like a finely tuned Swiss watch. That’s where companies like Quorum come in, providing dedicated dealer management systems that are able to oversee and integrate every aspect of store operations and data management. These range from taking new inventory orders from manufacturers, to opening and closing sales contracts and service work orders, to dealing with warranty claims, sending out customer maintenance reminders, checking parts supplies and inventory as well as providing F&I solutions, and monitoring overall profit and loss.
XSellerator is able to track every aspect of a service work order and compiles comprehensive summaries that are stored in the system and can be accessed when needed, eliminating the need for duplication and multiple printed copies.
That’s a lot of tasks to be asked of a system, so the better integrated and efficient it is, then the better for the dealer right? Well that’s the viewpoint taken by Quorum Information Technologies, a Calgary, Alta.-based company that offers an integrated management systems at the dealer and also manufacturer level, allowing both parties to effectively communicate, and also share data and processing.
Dealer asked for help
“The company was started in 1995, by a guy named Maury Marks,” says Mark Allen, Quorum’s Vice President of Sales and Marketing. “Maury was a Chartered Accountant and IT consultant with Deloitte & Touche, whose family happened to run a dealership in Alberta. Knowing his background in IT, his family asked him to come up with a better solution than the DMS program they were running at the time.”
Like most dealers, the Marks family business DMS used (as many still do) an older character-based interface, since the relative simplicity of the software meant minimal requirements were needed for processor and memory function, making it highly suited to legacy-based programs where data collection is of primary importance.
Thanks to the level of integration possible between dealer and manufacturer, XSellerator is also able to provide comprehensive vehicle inspection reports.
However, simplicity one thing, but the lack of integration is because of multiple databases can make some processes time consuming and laborious. Marks’ solution was to develop a Windows- based DMS program, which was easier to use, much quicker and better integrated without disparate databases and custom tuned to the fit the needs of individual customer (dealer) requirements.
“At the heart of Quorum’s DMS solution is a single data file,” says Allen. By having just one place for all customer and vehicle information, it significantly reduces the amount of duplicate data, minimizing the risks of errors or duplication of effort, saving time and improving productivity.”
Product offerings
Quorum offers its flagship DMS solution, XSellerator, to GM, Chrysler, Kia, Hyundai, Subaru and Nissan franchised dealers, as well as independent operations across Canada. “XSellerator came about from our experience working in the industry,” says Allen. “We were looking at ways we could more effectively provide value to our customers (dealers). One way we did this was by providing Customer Relationship Management software built into the system at every level, as well as providing complete horizontal integration between sales, service and parts departments.”
A major advantage, on the service side for dealers using XSellerator is the ability of the system to automatically open, track and close work orders, saving time and effort.
Because of the company’s ties with Microsoft and working off an Intel server platform, XSellerator is able to add new features by leveraging mainstream technology without costly upgrades to dealers. “We provide the enhancements to our system at no additional cost and automatically roll them out to all of our customers. We’re always evolving and always innovating,” says Allen.
The company is coming out with digital communication software that allows the dealer and their customers to interact. For example, let’s say a vehicle service is completed. The system is then able to close the work order and automatically notify the customer, via a text or email that their car is ready for pick up. It can also be applied to other aspects, such as follow up calls, or scheduling test drives. “What is really unique is that the customer can reply and the entire ‘dialogue’ is stored electronically with the transaction.” says Allen.
As a sales tool, XSellerator can provide multiple finance scenarios when calculating payment plans as well as access to financial services portals and credit bureaus.
One of the biggest challenges often faced by dealers at the DMS level, concerns interaction and integration between manufacturer and retail outlets, especially when it comes to aspects such as ordering vehicles or processing warranty claims. “Traditionally a big challenge for dealers was understanding ordering protocols, incentives and the rules regarding warranty claims,” says Allen. “It was something Maury Marks recognized early on.” He approached General Motors and asked them about developing greater integration between the manufacturer and its dealer network.
Quorum successfully negotiated with GM Canada for an Integrated Dealer Management System contract and since then the company has developed close ties.
Number two provider
Today, Quorum says it is the number two provider of DMS systems in the country and its success at integrating operations at both the dealer and manufacturer level has led to expansion to other franchises, as well as south of the border.
“Integration is not only exchanging data files, it is more about what you do with the data within the system to create efficiencies for the dealership and their customers,” says Allen. “For example, we’re able to pre-screen warranty claims for meeting OEM business rules before they even go into the OEM system. The result is a much higher first submission acceptance rate and processing of warranty claims. That means the dealer gets their money faster, which is key these days.”
Integration has also proved a major benefit on the sales side as it helps with electronic leads, ordering vehicles, extended warranty plans and vehicle invoicing among other things. “With our GM contract we’re able to automatically import vehicle invoices, including all of the optional content, directly into the DMS, meaning that everybody has access to it, which means it’s always available, books automatically into accounting and inventory and you don’t have to print it.”
Other advantages of Quorum’s XSellerator DMS include access to financial portals and credit bureaus during the sales process, support for multiple locations and franchises that include central accounting, built in CRM and reporting functions and even a free employee time clocking module.
In terms of acquisition, Quorum emphasizes the value of XSellerator to dealers by including such aspects as Pricing Assurance (meaning no extra hidden costs, month to month contracts, eschewing the need for long term commitments) and something called Software Assurance which means all XSellerator and Microsoft OS upgrades are actually included in support fees.
“We want dealers to take advantage of the products they’ve purchased from us,” says Allen, “So there’s been a big push to highlight updates and show our customers how they can use them. By using reports and even videos we’re able to show them the revenue they can generate. Dealers don’t always recognize the advantages but once they do, it’s a win/win situation, both for them and us.”
For more information, visit: www.quorumdms.com
