CitNOW Newsletter - November 2014
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The document summarizes the launch of CitNOW's new Bodyshop app. Key points: 1) CitNOW launched its first video product tailored for the bodyshop/motor claims industry at an industry convention. 2) The new CitNOW Bodyshop app will allow bodyshops to build trust with customers, increase sales of additional work, and sell labor and parts more profitably. 3) The app uses video and images to document vehicle damage for claims and provides opportunities to sell additional repairs.
CitNOW Newsletter - November 2014
- 1. In this issue: 1 CitNOW Bodyshop Launches 2.1 Tips and Tricks: Vehicle Check In 2.2 Bodyshop Birthday 3.1 Secrets of Success 3.2 Hero Report 3.3 CitNOW of the Month 4.1 Please welcome to CitNOW 4.2 Your Coffee Cartoon CitNOW Launches Bodyshop App November 2014 At the ABP convention on the 18th November CitNOW launched its first video product tailored to the Bodyshop and motor claims industry. With profitability in the Bodyshop sector an increasing challenge, average pre-tax profit margins have slipped to 2.4%. With a 贈1000 job now bringing in just 贈24 pounds of profit, Bodyshops 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 the approval of several major insurers, the new CitNOW Bodyshop app will be the first available from Apples 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 120406 CitNOW November Newsletter.indd 1 10/12/2014 13:41
- 2. 2 Dealer Principles | November 2014 Bodyshop Birthday Celebration 贈2,000 MUST BE WON With the launch of our latest app, wed like to celebrate by giving 2 bodyshops the opportunity to win free licences to the tune of 贈1,000 each. Tips and Tricks Bodyshop: Vehicle Check-In At your Bodyshop, youre not going to have a car checked in unless its got some damage. Whether its 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 hasnt noticed it previously then there is a risk of your site being accused of having caused it, with no way to prove it wasnt 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 its 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 PLUS 1 days FREE on site expert advice from one of our specialist bodyshop Academy Consultants to improve your sales and profitability. To enter our free prize draw simply visit www.citnow.com/birthday 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 CitNOWs 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: Were 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 were very proud to be introducing it to our members at our convention today. Gordon Grant, Sales Director at CitNOW, said: Were thrilled to be able to offer the benefits of CitNOW to the body repairers with a dedicated app. CitNOW Bodyshop is now in the Apples 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 were confident that the ROI will be almost instant, so were 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/ continued 120406 CitNOW November Newsletter.indd 2 10/12/2014 13:41
- 3. 3 Hero Report 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 theyve 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 贈6,000+ in additional revenue through using CitNOW daily and focussing, through coaching, on our best practice. Weve also moved from Upsell to best advise. We dont 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 dont want to bore the customer. We also need to be aware of our surroundings and what were capturing in the video (even if its not the main point of focus). The Oscar: CitNOW of the Month Ian Faulkner Sytner Oldbury Accident Repair Centre 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 Ians 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 isnt too bad. His transparency instantly builds authority which adds to his commentary on the significant, historical damage to the front passenger side bumper. Ians customer is more likely to approve the extra work, even though its out of her pocket! Take a look yourself at: video.citnow.com/vvoscar0011 The top 5 users for CitNOW Sales and CitNOW Workshop Sales Amount Workshop Amount Michael Joyce, Volkswagen Norwich 125 Joshua Spencer, Audi Oxford 169 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 Were changing the face of accident repair. Many people have a stereotypical view of an accident repair centre. Its a guy in a boiler suit, covered in filler dust, banging away at their car, with a hammer. Its Fred in the shed. With our CitNOWs we can show them our 贈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 its 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 dont want the work done, we have still logged the condition of their car and are protecting the business. Weve gone from being camera shy and wondering how to use it to using it as part of our daily process, its 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 customers car. The customer phoned us to say that they hadnt realised it was that bad and authorised us to fix it. That was 贈1000 to my business in additional revenue. Theres definitely an increase in revenue of around 贈250 per job. Its been a great success story. video.citnow.com/vpfeedback3 Last months Oscar winner Mike with his champagne! 120406 CitNOW November Newsletter.indd 3 10/12/2014 13:42
- 4. 4 Please welcome to CitNOW November 2014 CitNOW is part of Zype TV Limited 9 Millars Brook, Molly Millars Lane, Wokingham, Berkshire, RG41 2AD 18627 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 Porsche Centre Tewkesbury Pulman SEAT Robinsons Volkswagen (Lowestoft) Robinsons Volkswagen (Peterborough) Rybrook MINI Stratford SEAT Huddersfield Sotrex Limited Springfield Suzuki Stourbridge Volkswagen Sytner Specialist Division Bentley Birmingham Sytner Specialist Division Bentley Leicester Sytner Specialist Division Bentley Manchester (Knutsford) Sytner Specialist Division Ferrari Nottingham Sytner Specialist Division Ferrari Solihull Sytner Specialist Division Lamborghini Birmingham Sytner Specialist Division Lamborghini Leicester Sytner Specialist Division McLaren Manchester (Knutsford) Sytner Specialist Division Porsche Leicester Sytner Specialist Division Porsche Mid Sussex Sytner Specialist Division Porsche Silverstone Sytner Specialist Division Porsche Solihull Sytner Specialist Division Rolls Royce Manchester (Knutsford) Sytner Sunningdale BMW Truro Audi Vindis Volkswagen Cambridge Volvo Derby Warners of Tewkesbury Citroen Wolverhampton Skoda Wolverhampton Volkswagen 120406 CitNOW November Newsletter.indd 4 10/12/2014 13:42