"Car dealers want to sell cars. They don't want to be on the phone with help desks. If we can shrink that [time spent] through tools like SupportSoft, they can go sell cars."
The Company
ADP Dealer Services serves auto retailers with technology solutions that improve efficiency, client relationships and profitability. It provides 240 turnkey software applications to car and truck dealerships in the United States to help manage every segment of a dealer's business, from paying employees to ordering parts to obtaining financing to marketing cars.
Did You Know?
ADP Dealer Services provides integrated computing solutions to more than 16,000 automotive and truck dealers throughout the United Sates, Canada and Europe. ADP Dealer Services Group is the third largest business unit of ADP. ADP, with approximately $7 billion in revenues and more than 500,000 clients, is one of the largest independent computing services firms in the world.
The Need
More than 14,000 U.S. dealerships use ADP's products and services, requiring 12 call centers to handle technical support. The applications were often built on a proprietary database within the dealership; as a result, dealership personnel and support agents were spending too much time on technical support - sometimes several hours to fix a single problem.
The Solution
ADP selected SupportSoft's support automation technology to ease the phased migration of its 240 applications from a proprietary platform to a Microsoft-Intel platform. The strategy allowed ADP to reduce its operating costs while containing call volume. SupportSoft's RTSM solutions for the enterprise offer dealers both automated and manual assistance in the "break/fix" area, as well as "implement/how-to" issues. It also runs service programs that can fix potential problems before they occur. Real-Time Service Management has helped ADP to boost customer satisfaction ratings to the highest levels ever and, just as importantly, has contributed to a 2% increase in net operating margin.
