Problem Statement:
Cat are requiring Dealers to more accurately report on Lost Parts & Service Sales. Competitive Repairs are also becoming our largest Parts Customers however we do not have a system to record & analyse this customer group or measure our involvement.
Proposal:
Develop Service Opportunities in SalesLink to record participating Repairers & the winning repairer (SalesLink Customer).
This would then allow the development of new SalesLink dashboards & measure a few things:
Dealer participation against each repairer – HD Won Opps (Parts component) vs Repairer total HD Parts purchases
Who Repairers are working for (customers)
Regional labour Rate intel
Repairer industry cover – by looking at identified repairers by area/branch by industry vertical (Division) & Commodity/Major Class.
How it might work.
Service Opps would need to be split into Parts$ & Labour$ to allow a more accurate comparison against Repairers
A new Service Lost Sale module would need to be created to allow Reps to record a Not participated Lost Service or link to a Lost Service Opportunity.
Service Opportunities would have a new area to add a competitive repairer (at any stage of an Opp)
Add a new selection in customer Profile or Divisional Info to indicate if they are a Repairer, This might also allow them to be setup against select Branches &/or Major Repair Classes.
Develop a new Repairer Profile Page that might show Labour Rates, Parts spend by commodity, Lost Parts sales by commodity (based on lost sale Major Class), A 12 month list of Opportunities, Parts Survey Loyalty, Auto profile, Coverage, 5 year growth chart, Participation by commodity. Etc.
Develop a Cart & dashboards to show Opportunities by commodity filterable by Branch, Region, Rep, (similar to Lost Sales by Model report) the chart might show total parts sold through Dealer Service by commodity against parts sold to Repairers.
Thought would be needed for repairers who book parts to the machine owners account.
Customers (Machine Owners) Profile page might also include Repairers details in POLS, &/Or a list of Repairers used in last 12 months
Mark Courtenay
David, I think the two are definitely interrelated but they could be delivered in stages.
Step 1a. would be to allow a customer (repairer) to be associated with a lost Opportunity for another customer (machine owner) remembering repairers are already in SalesLink as customers (typically CIC Code EQ99)
Step 1b. would be to provide reporting on lost Service Opps by commodity/region/repairer/industry etc.
Step 2a. would be to develop a unique Repairer Profile page as outlined in the ides doc.
Step 2b. would be to recognize the component repair against the owners OLGA data to flag the repair has been completed using Cat Parts (if we can identify the Repairer has in fact used Cat parts). We have been discussing offering a repairer a discount where they provide the machine serial No. to assist with matching.
Thanks for bringing this to my attention today, Mark.
Although they're highly related, there seems to be two distinct parts to this:
Adding competitor info to service opportunities (and the reporting that comes with it)
Flagging a customer as a repairer (and the reporting that comes with that)
It sounds like the first one is better to have done first because of CAT requirements, is that right?