The Results
We installed docuPAD® and I’m thrilled! Immediately after installation, I noticed customers were intrigued, more relaxed, and having fun.
The finance process is rough. No matter how customer centric we are, people still have their guard up. With docuPAD, their guard is down. I’ve even heard people say “You know I’ve never purchased that product before, I can’t believe I did that.”
With the docuPAD system, our CSI level has stayed consistent and our PVR has definitely gone up; we are making around $175 more per copy than before. Generally, when PVR goes up, CSI will drop because customers think we are being too pushy or aggressive. However, for us, that has not been the case at all. The docuPAD system allows the customers to let their guard down because they are engaged throughout the whole process.
Our profitability per transaction has increased $100 for Toyota and $250 for Kia. Our CSI and our customer experience is holding strong. It has increased our profitability but more importantly, it has enhanced the whole customer experience.
From a management perspective, I love the docuPAD system because it holds my department accountable. docuPAD has finally given me a tool to ensure Finance Managers are showing 100% of the products, 100% of the time to each customer. With the reports provided, I know what my staff is presenting and how long they are staying on a product. We can ensure all of the products are being shown to every single customer. The ability to drill down into the reports is helpful for training our finance managers on products they may not be as comfortable with.
With the docuPAD system, there are fewer errors, better compliance, and an overall wow factor for the customer. The docuPAD system is necessary to stay on top!
