Hendrick Automotive Group Fixed Operations Testimonial Video

Wayne Simpson is the vice president of fixed operations for Hendrick Automotive Group.

“Reynolds and Reynolds has helped us a lot in our desire to move from a decentralized model where the stores are doing all kinds of different things, you know, whether it’s appointment process or service drive selling tool. We’re trying to become much more centralized. Reynolds has played a huge role in helping us achieve that.

“One of the biggest things we’ve learned is just how many different ways we were doing business.

“You can imagine as a customer, you call, I give you a price. You call back and get somebody else. You get some other price. It just destroys their confidence in you.

“The thing that really separates the Reynolds and Reynolds tools is the full integration piece. 

“There’s not dual inputting - I quote the price. Somebody else quotes the price. It’s the same.

“The key is that we have reporting that lets us know that that repair was declined.

“If we’re able to get that customer back to affect that repair, those tools make it easy for us to get that job back to the technician that suggested it. 

“In the automotive world, we get all excited about some new shiny widget. It’s going to do all this. It’s the answer. It’s the silver bullet, if you will. But then at the end of the day, you have to take whatever it does and figure out a way to feed it into your DMS, or nothing happens.

“Centralizing all of these tools and using one provider has enabled us to give a much better experience to our customer.”