Mopar Masters Guild Magazine March – April 2024

March - April 2024

Mopar Masters Guild Annual Meeting to Precede Mopar Service & Parts Business Conference in Las Vegas Sept 8-10, 2024 MMG

Stellantis

From the Desk of

MMG President Cody Eckhardt “Looking Ahead with Optimism”

Dear Guild Members,

As we look ahead to the coming year, I am thrilled to announce some exci ng changes. Our annual mee ng will now be held in September, coinciding with the Business Center conference in Las Vegas. This change aims to create a more engaging and dynamic experience for our members, as well as to increase our visibility within the industry. I am confident that this move will help us attract new members and strengthen our rela onship with Mopar.

I also want to take this opportunity to thank our amazing vendors for their con nued support. Your commitment to the Guild is truly appreciated, and we look forward to con nuing our partnership with you in the future.

Finally, I want to recognize the outstanding efforts of John Russo and Don Cushing in increasing our membership. Their dedica on and hard work have been instrumental in bringing new members to the Guild, and I am grateful for their contribu ons.

In closing, I am excited about the year ahead and the opportuni es that lie ahead for the Guild. Together, we will con nue to grow and strengthen our organiza on, ensuring that we remain at the forefront of the automo ve industry.

Thank you again for your support.

Sincerly, Cody

Cody Eckhardt - Mopar Masters Guild Service Director - Ken Garff CDJRF - W. Valley City UT

“It is not the strongest or the most intelligent who will survive but those who can best manage change”

Charles Darwin

2024 Mopar Masters Guild Officers

The exchange of information by like sized dealers in a non-competitive environment

President Cody Eckhardt Ken Garff W. Valley CDJR W. Valley City, UT

V. Pres Jim Jaeger Bosak Motors Merrillville, IN

Secretary John Russo Dallas Dodge Dallas, TX

Treasurer Chris Hojnacki Serra CDJR Lake Orion Lake Orion, MI

WE ARE CHANGING VENUES!

The Annual Mopar Masters Guild Meeting Will Now Be Held on September 8th - 10th, 2024 just before

The Mopar Service & Parts Business Conference in Las Vegas, Nevada

Our hotel will be:

New York, New York Hotel & Casino

3790 S Las Vegas Blvd

Las Vegas, NV 89109

(Just around the corner from Caser’s Palace where the Mopar Confernce is being held!)

We arrive on Saturday September 8th, 2024

Tenta ve Mopar Masters Guild Mee ng Agenda

Gramercy A Room for Breakfast and Lunches

Park Terrace Room for MMG Meetings

Continued on Page 5

Continued from Page 4

Sunday September 8th, 2024

7:00am- 8:00am - Breakfast

8:00am – 12:00pm – MMG Mee ngs

12:00pm – 12:45pm - Lunch

12:45pm – 3:00pm – MMG Mee ngs

3:00pm – 3:30pm – Break

3:30pm – 5:00pm – MMG Mee ngs

Monday September 9th, 2024

7:00am- 8:00am - Breakfast

8:00am – 12:00pm – MMG Mee ngs

12:00pm – 12:45pm - Lunch

12:45pm – 3:00pm – MMG Mee ngs

3:00pm – 3:30pm – Break

3:30pm – 5:00pm – MMG Mee ngs

MEETING AGENDA

***Monday Evening - MMG Cocktail Recep on for Members, Guests & Suppor ng Vendors

***Venue: Beer Park - 3655 Las Vegas Blvd. South - Las Vegas, NV 89109

Times: 6pm – 9pm

Tuesday September 10th, 2024

7:00am – 8:00am - Breakfast

12pm: Adjourn

A more detailed agenda will be provided as we get closer. Watch your email and con nue to monitor our website at h ps://moparmastersguild.com/

Hotel Reserva ons Link (Click here)

*Registra on Link to A end MMG Mee ng (Click here)

*You MUST be a Qualifying Stellan s Dealer with a PAID MMG membership to a end this mee ng

The View From My Office

With Kat Monteiro

Happy Spring everyone! I sure do love this time of the year. The weather is just about perfect and all the flowers are starting to bloom, the trees are a brighter shade of green, all the birds are chirping and busy building their nests in everyone’s rain gutters or porch lights, and if you make the time to stop and be still for a moment, close your eyes, take a deep breath, exhale, then open your eyes and just look around - the world just seems to be fresher and more beautiful. Try it.

It has been a busy year for us so far. We started off the year attending the NADA Convention in Vegas. We were only there for a few days; Rick attended the Guild meetings and we attended another great MMG party at the Mob Museum. It was so fun, and it was so great seeing everyone. It was nice to meet some new faces and to see longtime friends.

Then in the first part of March we went on a trip with a group of Mopar friends to Scottsdale, Arizona. There were 14 of us who stayed at the “Compound” - a sprawled out, beautiful, Airbnb we rented. We had a bonus visit by Mark and Michaele Beaton who were there visiting their daughter who lives there, and by Mark Skinner - unfortunately we didn’t get to see Ginger, Mark’s wife. It was a fun week hanging out with some of our favorite people. We are so blessed.

It has become a tradition to write a poem to be read aloud on our last night. This is my second year with this duty, and I love to do it! So, I thought for this issue of the MMG Magazine I would share with you my poem of our vacation with some pictures to go along with it. I hope you enjoy it.

Continued on Page 7

Sco sdale Poem

From Winter’s grip, we dared to flee, A band of friends from states you see, Kentucky, Indiana, Illinois too, Missouri, Texas, Alabama flew (and drove!) And California’s sun-kissed crew, All met in warmth, a dream come trueScottsdale, Arizona, our desert delight, To toast the New Year, bathed in golden light.

Dan, the planner, a haven he found, A playful place, laughter unbound, Poolside splashes, cornholes clang, Pickleball, Basketball, a jubilant gang.

Continued from Page 6 Continued on Page

Continued from Page 7

Arcade or Pool challenges, day and night. Foosball, we try with all our might.

A hideaway in Speakeasy’s blue gleam, Cocktails and stories, and memories stream.

Continued on Page 9

Continued from Page 8 Continued on Page

Sun-kissed days by the turquoise pool, Good company, oh the stories that accrue, The guys on courses, green against blue, While others explored, with mountains in view, Red desert, vistas, a winding road, The Salt River where wild horses strode.

Continued from Page 9

Evenings arrived, a symphony of taste Jerry, the chef, a culinary ace. Under the stars, on a table so grand Laughter erupted, stories at hand.

Marvin and Laura, a love that endures 53 years, their bond assures. Sharing our journeys, how love did ignite Wedding Day memories, under the kitchen light.

Continued on Page 11

Continued from Page 10

The week unfolds, a tapestry bright With Roy’s famous words a question takes flight “Where are we going next year?” he inquires With smiles and wonder, friendship inspires.

Scottsdale sunshine, a memory bright

But rain falls now, a curtain of light

On our last night.

Continued on Page 12

Continued from Page 11

So raise a glass to this desert escape To friendships forged, a bond we won’t drape.

May memories linger, warm as the sun

Until our next adventure, joyfully has begun.

In closing I would like to thank everyone who reached out to me after the last issue of the MMG Newsletter came out. For the first time in many years I did not write a segment for The View from My Office, I had a lot going on with family and I just couldn’t get it done mentally. It really made me feel good inside when many of you told me that you missed reading my article. It feels nice to know that so many of you care, and that you enjoy reading what I write. So, thank you for that.

Have a great day, and like the old saying goes, take time to stop and smell the roses.

Kat

Why Automotive Skills Need to Be Taught in High School

Answer this for me: Why are culinary classes offered, even required, in most high schools, but a basic automove course isn’t? Ea ng is essen al for survival, but don’t most people rely on their cars for transporta on to get to their job that pays for that food?

We rely on cars so much these days to take us to work and keep our families safe when traveling. How is it so many people drive a machine every day that they know so li le about? In fact, 26% of Americans can’t change their own car res. Shocking, isn’t it? School is supposed to prepare kids for the real world and workforce, but there are clearly a few missing links.

Why Automo ve Isn’t Being Taught in High School

Unfortunately, there are a number of reasons automo ve classes aren’t being offered in high school. Some of what we hear includes:

• Not enough me in a semester to develop basic skills

• Not a required course

• Not enough student interest

• No budget or supplies

• Safety concerns

• Not enough instructors

Continued on Page 14

Continued from Page 13

While there are some legi mate reasons for not offering an automo ve course in high school (i.e., not enough instructors, etc.), the majority of what we hear seems to be more excuses than anything else. To me, this means there needs to be more educa on around the value of offering an automo ve class at the high school level. Let’s take a look…

3 Reasons Automo ve Skills Need to Be Taught in High School

Inspire Young Students

If students aren’t exposed to skilled trades in high school, then how are they going to know if it’s a viable career path for them a er gradua on? In a recent TIME ar cle, author Ken Robinson, Ph.D., wrote about bridging the gap between academic and voca onal programs. He said offering shop class allows students who’ve been slumbering through school to wake up.

Not every student is meant to go to a business college or medical school. Some enjoy knowing how things work and fixing them with their hands. A technician or career in skilled trades is a great choice for these types of students. Every student has different strengths and interests. School is a chance for students to explore different fields to see what they like and what they are good at so they can pursue a career that interests them a er gradua on.

Save on Future Maintenance & Make Be er Car Decisions

In a poll performed by Transmission City, it was found the average American spends almost $400 a year on car repairs and maintenance. If students were given the skills in school to change their own oil, for instance, that could help save them money to use towards bills or expenses in the future.

Even if students don’t perform their own repairs or maintenance, just having the smallest amount of car knowledge could help them make be er car-buying and maintenance decisions in the future. A 2016 AAA survey found 73% of customers said they have been overcharged by auto repair shops. Having basic automo ve knowledge could help students avoid issues like this and make them feel more comfortable making decisions around their car.

Continued on Page 15

Continued from Page 14

Hands-On Training with Real-World Context

Auto shop class is the perfect link between learning and applica on of studies. Students get hands-on training that leads to stable careers in the skilled trades.

Not only is shop class linked to real-life skills, but students also get to apply their knowledge from other school subjects in the shop. The understanding of mathema cal frac ons is essen al in auto mechanics since any bolt less than an inch is referred to as a frac on. Plus, calcula ng torque, engine size, horsepower, and more are all ways technicians use math in the shop.

Successful Auto Shop Classes are Possible

Paulding County High School: Se ng Students Up for Success

Automo ve Instructor, Leroy Goodwin, from Paulding County High School teaches close to 100 students in his class per semester. His classes con nue to grow in size despite not being able to provide a lot of hands-on training in the shop due to COVID-19. Leroy strives to successfully prepare each and every one of his students for working in the industry, despite having an annual budget of only $7,000. To purchase more shop supplies for his growing number of students Leroy took it upon himself to gather sponsorships and dona ons to raise over $30,000!

Valley Forge High School: Providing Real Shop Training Experience

Another successful auto program can be found at Valley Forge High School located in Parma Heights, Ohio. Gary Mitchhart has been the instructor of the class for the past 10 years. He con nues to keep the equipment his students train on current (no older than 7 years) to keep up with new industry technology. Students begin training in 11th grade through a combina on of classroom and shop instruc on beginning with auto training. This ASE Educa on Founda on (formerly known as Na onal Automo ve Technicians Educa on Founda on) program gives students experience on what it is like to work in a real shop with its mul ple li s, wheel alignment systems, and more.

Source: h ps://wrenchway.com/blog/why-automo ve-skills-need-to-be-taught-in-high-school/

Our Supporting Vendors: Support those who support you .

Our Supporting Vendors: Support those who support you

Stellantis Path To Purchase Findings

Stellan s Total DIY Findings

 Stellantis vehicle maintainers tend to have a higher propensity for DIY (Do It Yourself) (32.1%) work than the total market DIY (26.7%) when it comes to replacement parts or service on their vehicles.

 Stellantis vehicle maintainers report doing some form of pre-purchase research before purchasing parts (81.3%) whether it is visiting a website, visiting a store, or calling a store.

 AutoZone, Wal-Mart, and Advance Auto are the top three outlets where Stellantis DIY consumers are purchasing products. These Stellantis DIYers report the reason for purchasing products at these stores are good prior experience and convenient location.

 When looking at the DIY purchasers who maintain Stellantis vehicles, 22.8% of these vehicles are 21+ years old while 19.5% of them maintain Stellantis vehicles that are 12 - 16 years old.

 Stellantis DIY consumers have the highest DIY propensity amongst these products: Fuses (76.3%), Wiper Blades (69.1%), and Headlamp Bulbs (66.7%)

Stellan s In-Store Total DIY Findings

 DIY Stellantis vehicle maintainers who purchase parts in-store report self-diagnosing (89.7%) the part replacement or service. The biggest reason for initiating service or repair is seasonal maintenance (38.8%) or the vehicle is not performing well (35.2%).

 Preventative Maintenance (43.6%) is the main reason the service or repair was done by DIY Stellantis vehicle maintainers who purchased parts in-store.

 DIY Stellantis vehicle maintainers that purchase parts in-store cite the largest reason for pre-purchase research is the availability of the part, price information, and brand information.

 The largest groups of in-store DIY purchases for maintainers of Stellantis vehicles are 21+ years old (22.5%) and 12 - 16 years old (21.2%).

 74.0% of DIY in-store purchasers who maintain Stellantis vehicles report that they have previously purchased this product or performed the service.

 Stellantis DIY in-store consumers have the highest DIY propensity amongst these products: Fuses (76.3%), Wiper Blades (67.8%), and Headlamp Bulbs (65.3%).

Stellan s Online Total DIY Findings

 DIY Stellantis vehicle maintainers who purchase parts online note that they initially went for repair due to the vehicle not performing well (27.4%) or seasonal maintenance (27.2%). 78.9% self-diagnosed the issue.

Continued on Page 19

Continued from Page 18

 Seasonal Maintenance (33.4%) and Failure (26.3%) were the main reasons the service or repair was done by DIY Stellantis vehicle maintainers who purchased parts online.

 DIY Stellantis vehicle maintainers who made online purchases report doing some form of pre-purchase research 85.4% of the time. Amazon (17.1%), Advance Auto (11.5%), and AutoZone (10.6%) were the top three online outlets where these products were purchased.

 Stellantis maintained vehicles who were DIY online purchasers report waiting 1 - 7 days until maintenance or repair was performed.

 Stellantis DIY online consumers report maintaining 21+ year old vehicles (23.2%) while younger model vehicles groups like, 4 – 7-year-old vehicles (17.3%), and 8 – 11-year-old vehicles (17.1%) still make up a substantial portion of the Stellantis DIY online vehicle maintainers.

 Of the DIY online purchases amongst Stellantis vehicle maintainers, 44.1% report that it is the first time they have purchased the product or performed the service.

Stellan s DIFM Findings

 Stellantis vehicle maintainers have parts replaced\service performed professionally (DIFM – 67.9%) compared to the total market DIFM rate of 73.3%.

 Seasonal Maintenance is the main reason the DIFM Stellantis vehicle maintainers initially went in for service or repair (30.5%), and 44.0% of the Stellantis DIFM consumers report waiting 1 - 7 days before having the service performed.

 For the Stellantis DIFM consumers, 15.0% report having service performed at the dealership with most of those vehicles being 4 - 7 years old (39.6%), or new - 3 years old (26.9%).

 The General Repair Shop channel has 17.6% of DIFM purchases made by Stellantis vehicle maintainers with 45.3% being 12+ year old vehicles.

 The largest vehicle age range of the DIFM Stellantis vehicle maintainers who purchased at Other Aftermarket Outlets, like quick lubes, national repair chains, tire dealers, etc., are 12+ year old vehicles 39.8%. Also, 4 - 7-year-old vehicles (26.5%) made up another large group of DIFM purchasers who went to Other Aftermarket Outlets.

 The majority of the DIFM purchases by Stellantis vehicle maintainers who had service or replacement done at Other Aftermarket Outlets were Generation X (32.9%) and Millennials (30.8%).

The exchange of information by like sized dealers in a non-competitive environment.

January 2024

TO: US Dealers

ATTN: PARTS MANAGER & SERVICE MANAGER

Subject: Process Change on Critical Core Return Shipping

*It is imperative ALL Service and Parts Personnel are following this procedure*

To improve Critical Core Return shipping AER has established website portal to submit below Critical Core Return parts for expedited pickup.

R/U8453637AB R/U8144176AG

R/U8210327AG R/U8414420AB

CSPM44A3AA R/U8599680AA

CSPM44A4AA R/U8156209AH

DO NOT return via DDS or any other shipping method-Failure to follow this procedure will result in a $100 CHARGEBACK FOR NON-COMPLIANCE if not arranged through AER Logistics.

Create core return ticket in Global Core Return System (GCRS) first, then follow prompts in web portal WWW.AERCORES.COM to schedule and arrange pickup for return direct to supplier of these critical parts and components to remanufacture.

*Please ensure all pertinent personnel are aware of and using ONLY this process for parts mentioned to expedite returns and avoid a non-compliance chargeback.*

For any questions relating to Core Returns or this process: Submit your inquiry on Dealer Connect>Parts>Contact Global Core Returns (Preferred) Or you may call GCRS Customer Service Toll-Free at 866-254-2940(Limited Phone Support)

Shops who purchase a Mopar® Powertrain unit from a local Mopar dealer and submit an entry form will be entered in a drawing on January 1, 2025, to win a Zero1 Off-Road Odyssey tour. This epic multi-day, off-road adventure takes riders deep into some of the most scenic terrain of the desert Southwest. Get started now!

WINNERS:

9 shop winners (1 per BC)

1 dealer with the most entries

GRAND PRIZE:

Order from your local Mopar Powertrain dealer and register your powertrain purchases at www.aergiveaway.com to enter. ALL UNITS PURCHASED DURING 2024 QUALIFY!

Trip date* will be April 2, 2025

*Trip date subject to change.

AND

• Over $3,500 value! Sponsored by AER

• 3 days / 2 nights in Goldfield for a Zero1 Off-Road guided tour experience!

• 1 night in Las Vegas

ELEVATE YOUR DEALERSHIP'S SERVICE WITH SERVICE BDC™

LIVE CALL AGENTS

We manage your inbound calls and coordinate appointment setting, ensuring your team can prioritize personal customer engagement.

Our skilled agents are ready to take every inbound service call. Expect professional responses that elevate your customer's experience.

Meet our core solutions that improves your customer service coord e pe

INCREASE CLOSE RATE WITH CONNECTED RESPONSE™

Our mobile-friendly emails enable quick and increasing appointments.

INTEGRATED APPOINTMENT SCHEDULING

Our system directly links with your scheduler for quick, hassle-free appointment setting. Service Advisors get instant updates, ensuring top-tier customer service.

FOCUS ON CUSTOMER SATISFACTION, THE REST OF THE SERVICE EFFORTS ARE ON US.

AUTOMATED CUSTOMER ENGAGEMENT

Our Connected Response™ automates follow-ups on vehicle alerts, converting them into service appointments and improving customer retention.

CAMPAIGN CALLS™ RECOVER INACTIVE CUSTOMERS

Our live agents identify and reactivate key accounts from your inactive and loyalty lists to bring them back to your dealership.

ENHANCE YOUR CUSTOMER SERVICE GAME TODAY!

EQUIPPING DEALERSHIPS WITH DIGITAL SOLUTIONS SINCE 2010

Better Car People has been connecting dealerships with customers since 2010 and combines top-notch AI and to deliver the best customer engagement. Our success in generating appointments, leads, and custom follow-up processes proves why leading dealers, dealer groups, and OEMs trust us with their most valuable asset: their customers.

SALES BDC™

Our Virtual BDC skilled agents and tech drive your sales engagement, and 90-day email/SMS follow-ups while you concentrate on closing deals.

Sales BDCTM is your dealership boost.

We Call & Follow-Up Leads

We Prioritize & Engage Customers

We Set On-site Appointments

LET’S TALK!

stellantis@bettercarpeople.com (855) 448.4219

Better Car People provides solutions for Sales and Service BDCs, internet lead responses, and training to maximize every marketing dollar. We currently partner with 1200+ dealerships around the US and Canada and needs of the modern dealer.

FIRST QUALITY RESPONSE™

customers using our 24/7/365 system that combines technology and dedicated live agents.

CAMPAIGN CALLS™

Our live agents identify and reactivate key accounts from your inactive and loyalty lists to bring them back to your dealership.

SERVICE TO SALES™

We connect with service customers on-site, setting sales and trade appointments to maximize conversion opportunities.

www.bettercarpeople.com/market-center

Showing Your Work

Record personalized technician videos. Text them directly to customers.

more service.

New Features and Customer Data Platform (CDP) Integrations

Activator’s evolved Hybrid CDP, and Multichannel Journey Builder empowers your dealership for success. Activator’s turnkey solution can help you confidently navigate the future with:

Equifax Spending Power and Income Data

Unlock the potential of comprehensive data insights to enhance your multichannel strategies. Activator’s CDP Integrations now adds Equifax Spending Power and Income Data to its Sales and Equity Journeys. This exciting expansion of our partnership with Equifax allows Activator to evolve equity beyond standalone equity providers.

1st Party Website Data and Custom Landing Pages

Don’t chase a score; chase engagement. Personalize customer messaging with reliable 1st party website data and custom landing pages to say goodbye to lost visibility in your digital audiences. With Activator, it’s not just about a score; it’s about creating a seamless, personalized journey.

Digital + Social Advertising, Powered by Fluency Automation

Our hybrid CDP Integrations just got a significant upgrade. We now power our digital and social advertising powered by Fluency advertising automation and management platform, helping elevate your digital presence and upscale your service conquesting strategies. Dive into the future of automotive marketing.

Custom Campaigns powered with Salesforce

Recognizing the efficacy of one-time email initiatives from the past, Activator takes a significant stride forward by integrating automated multichannel campaigns at scale. Custom Campaigns are created and executed with our Journey Builder powered with Salesforce. Custom Campaigns are a dynamic component within Activator that sends personalized messaging and offers with multiple touchpoints via email and SMS (text) to a targeted audience.

For more information on Activator’s capabilities and how it can enhance your dealership’s performance, schedule a demo at www.activator.ai/demo or visit the website at www.activator.ai info@activator.ai

In the cutthroat world of automotive service, missing calls isn’t just a minor inconvenience – it’s a self-inflicted wound that’s bleeding your business dry.

This blog post is a reality check on why missed calls are downright disastrous for automo ve service centers – a disaster that Bow e Solu ons can prevent you from having altogether.

Cash Down the Drain:

Miss a call, lose a customer. It’s as simple as that. In an industry where people need help fast, missing calls means handing over revenue to your competitors Stop shooting yourself in the foot and make sure your calls are answered when your staff are busy serving the customers in your store.

Customer Loyalty? Forget About It:

Every missed call is a stab in the back of customer loyalty. They want to feel valued, not sidelined. Keep ignoring them, and they’ll gladly take their business to someone who will answer the phone. Loyalty is earned, not assumed.

A Circus or a Service Center?

Chaos ensues when calls go unanswered. Miscommunication, delayed appointments, and wasted resources become the norm, which also increases your expenses as a business. The money you spend on leads is wasted when you miss a call, and playing catchup and cleaning up messes is costly A well-oiled service center doesn’t let the phone go unanswered.

Quality? What Quality?

Effec ve communica on is the backbone of quality service. Missed calls mean missed details. You can’t provide top-notch service if you’re playing phone tag. Having to call customer service already gives customers anxiety. Add on an unanswered call, and you have yourself an annoyed customer. When the phone rings and rings, you’re breeding frustration and anger. In a world where everyone expects instant responses, your indifference is a one-way ticket to customer dissatisfaction. Think nega ve reviews and a tarnished reputaon.

Compe tors Are Ea ng Your Lunch:

Did you know that 80% of your missed calls are calling your compe tors? While you miss out on calls, your competitors are cashing in A service center that can’t pick up the call in me loses to one that’s always ready to answer. It’s a compe ve world out there, and missed calls are handing over your customers to your compeon.

In an industry where every call ma ers, it’s me for automo ve service centers to wake up and make sure every call is being answered. That’s where Bow e Solu ons steps in. When you sign up for our inbound call management service, our agents are ready to answer your phones, especially overflow calls. We can take care of your customers on the phone, while you’re taking care of your customers in your store – saving you me, money, and missed service opportuni es.

Stop standing in your own way and start being the service center that customers choose because you’re there when they need you.

Learn more about how Bow e Solu ons can help you stop missing calls and contact us today

OEC and MOPAR: Two decades of collaboration

Experience greater opportunities for fast, accurate mechanical and collision parts order processing!

RepairLink helps dealers & suppliers communicate with customers quickly and effectively, providing a competitive advantage through easy-to-manage OEM mechanical parts orders.

Not enrolled in RepairLink? Scan the QR code to get started!

Learn more about our other OEC products

How much time does your team spend retyping orders in your DMS? DMS Connect integrates DMS data with your OEC solutions, including RepairLink and CollisionLink.

Payments offers a secure, fast, cost-effective, and user-friendly solution to manage your business. Benefits include low fees, automated refunds for returned parts, and the option to charge a restocking fee. All features are seamlessly integrated into RepairLink.

OEC eMarketing provides seamless, professionally crafted marketing campaigns that use our data analytics engine to target your existing shops based on buying behaviors.

To learn more about OEC and our full offering of solutions, visit OEConnection.com!

and innovation

CollisionLink streamlines the collision parts ordering process and makes selling collision parts the easy part of the day with fast, accurate online parts order processing and manufacturer reimbursements on program part sales.

TraxCollision provides dealers with full coverage of the parts ordering process – procurement to delivery (and even returns)! Plus, TraxCollision helps dealers grow parts sales, increase productivity, and promote efficiency.

Ready to enroll?

Take advantage of the current Mopar Parts Programs available on CollisionLink and TraxCollision by enrolling now!

Upgrade coming soon! Enhanced OEC Collision eCommerce platform!

OEC is working to design a single, upgraded collision platform for OE dealers, parts suppliers, shops, and MSOs. As we get closer to launching this new and improved product with enhanced functionality and streamlined user experience, we want to provide a few insights into all the upgrades that are headed your way!

Here’s what you can expect:

• Improved base product

• New features & functionalities

• Enhanced user experience & interface (for current CollisionLink-only dealers)

• Improved experience for shops (for current CollisionLink-only shops)

• Optional upgrades

With all the upgrades, new tools, and enhanced functionality, we want to make sure you know that you will still have access to the world-class OEC support & resources!

The exchange of information by like sized dealers in a non-competitive environment.

CREATING AN EFFICIENT WARRANTY CLAIMS WORKFLOW: TOOLS AND TECHNIQUES FOR SUCCESS

In the automo ve industry, the warranty claims process is a crucial aspect of customer service and a significant factor in maintaining a dealership’s reputa on for excellence. Efficient warranty claims handling not only assures customer sa sfac on but also ensures that dealerships are reimbursed promptly for the services and repairs carried out under warranty. With an array of challenges such as complex documenta on, stringent manufacturer guidelines, and the need for precise audit trails, crea ng an efficient warranty claims workflow can be daun ng.

At QB Business Solu ons, we understand the intricacies of warranty claims processing and have dedicated ourselves to aiding car dealerships in naviga ng this complex landscape with ease. Drawing upon years of experience and exper se, we have developed an array of tools and techniques designed to streamline the warranty claims process, reduce errors, and increase the speed and success of claims reimbursement. Let’s explore together how you can create an effec ve workflow to enhance your dealership’s warranty claims process.

UNDERSTANDING THE FOUNDATION: WHAT MAKES AN EFFECTIVE WARRANTY CLAIMS WORKFLOW?

An effec ve warranty claims workflow integrates several key elements: precision, speed, compliance, and tracking. Each element works synergis cally to ensure that warranty work is performed correctly, the claim is submi ed promptly, manufacturer policy compliance is upheld, and the claim’s status is constantly monitored un l it is paid. To achieve this, dealerships must have a comprehensive understanding of manufacturer requirements and have an effec ve system to manage and process claims efficiently.

TOOLS FOR ENHANCING THE WORKFLOW

Warranty Claims Management So ware

When you choose to work with QB Business Solu ons, for example, your dealership’s claims processing will be managed on a pla orm that provides an all-in-one solu on that handles claims processing, submission, tracking, and repor ng. Leveraging the power of automa on, our so ware minimizes manual errors, simplifies data entry with integra ons to DMS (Dealership Management Systems), and ensures that each claim is accurately assembled according to the manufacturer’s specifica ons.

Integrated Dealer Management Systems (DMS)

A DMS that seamlessly integrates with your warranty claims management so ware is a game-changer. It facilitates the exchange of vital data such as customer informa on, service history, parts used, and labor mes directly into the warranty claim form. This eliminates redundancy, enables real- me data synchroniza on, and ensures that all informa on is current and accurate.

Digital Inspec on and Documenta on Tools

Equipping your service technicians with digital inspec on tools and electronic documenta on capability allows for immediate recording of warranty repair details. These can include images and videos that can be a ached directly to warranty claims to provide clear evidence of the repair work. Such transparent and immediate documenta on simplifies the approval process and reduces the likelihood of disputes with the manufacturer.

Online Training and Resource Pla orms

Constantly staying abreast of manufacturer’s protocols and updates is vital. Online training and resources provide your staff with regular updates and training modules, ensuring that everyone is aware of the latest guidelines, reducing the risk of non-compliance claims.

TECHNIQUES FOR ACHIEVING SUCCESS

Standardizing Procedures

Implement structured standard opera ng procedures (SOPs) for every step of the warranty claims process. This ensures consistent quality of work, submission of claims, and adherence to warranty policies. Standardiza on also makes it easier to train new staff and maintain quality during employee turnover.

Con nuous Training and Improvement

Ongoing training is cri cal in a landscape where manufacturer guidelines are frequently updated. Encourage a culture of con nuous learning and improvement within your team. U lize online resources, webinars, and onsite training sessions to keep your team’s knowledge up to date.

Maintenance of Pre-Authoriza on Protocols

Develop and maintain strict protocols for obtaining pre-authoriza ons from manufacturers for warranty work. These precau ons prevent misunderstandings and deny claims due to unauthorized services being performed. Tracking these authoriza ons within your claims management so ware ensures a smooth workflow and provides an audit trail for accountability.

Audit Trails and Quality Checks

Create a transparent and detailed audit trail for every claim. This prac ce involves thorough checks for accuracy and completeness before submission, which can dras cally reduce the number of rejected claims. Implement quality control measures at each stage of the claims process to ensure compliance with manufacturer requirements.

Performance Analysis and Feedback Loops

Periodically analyze your warranty claims process for performance bo lenecks. U lize feedback from these analyses to refine your workflow, train staff, or make so ware adjustments where necessary. A process of connual feedback and adapta on keeps your claims workflow agile and responsive to the changing demands of both the consumer and the manufacturer.

Crea ng an efficient warranty claims workflow is fundamental to the success of any dealership. It’s not just about processing a claim; it’s about providing a seamless service that sa sfies customers and reinforces trust in your brand. At QB Business Solu ons, we believe in empowering dealerships with the right tools and techniques to streamline warranty claims processing.

LET QB BUSINESS SOLUTIONS ASSIST YOU WITH YOUR WARRANTY CLAIMS MANAGEMENT

As you can see, implemen ng the necessary tools, team, and protocols for effec ve warranty claims management is a lot more work and investment than many realize. Rather than taking your team away from the core services and func ons of your dealership, allow QB Business Solu ons to take the wheel and provide you with expert warranty claims management services.

Our commitment to providing industry-leading warranty claims management services is matched by our dedica on to delivering training, support, and cu ng-edge so ware solu ons that propel your business forward. By allowing QB Business Solu ons to guide you through the warranty claims process, your dealership will not only survive but thrive in the fast-paced automo ve market.

QB Business Solu ons is here to support your journey through the warranty claims management process every step of the way. Contact us today to elevate your warranty claims process and achieve the success your dealership deserves.

COLUMN: Is the Dodge Charger trapped between the past and the future?

Meshing muscle car heritage with EV technology could leave Dodge with few customers from either camp.

Stellan s has bi en off a lot all at once with the new Dodge Charger Daytona. Maybe that’s an understatement.

It’s on a new modern pla orm and has two or four doors; it’s being built in a retooled plant in a new city — Windsor, Ont. — and it can be had with electric or internal-combus on power.

This would be a risky undertaking for any new vehicle, but the biggest gamble is more cultural: trying to mesh heritage and the EV era without ge ng trapped between the two. What do I mean?

In all likelihood, the new Charger, which pays significant homage to its 1969 muscle car history, will be a hard pass for buyers who make their purchase based on economy, pres ge or, in par cular, saving the planet.

Dodge says as much. In a 10-minute YouTube video, brand CEO Tim Kuniskis takes an electric Charger — it’s the perfect name, isn’t it? — back in me to meet the Dodge Brothers. He tells them that using electricity to make a more powerful car rather than one that’s focused on the environment is the company’s way of ge ng revenge against the rule makers. He then pokes fun at people who drink kale smoothies. Fair game, I reckon.

Continued on Page 44

The exchange of information by like sized dealers in a non-competitive environment.

Continued from Page 43

OK, muscle car fans are the target, then, but if the seething hatred on social media over an electric Charger is any indica on, muscle car enthusiasts want their muscle cars to have a “f-----g Hemi” (that’s from a Facebook page) V-8 engine and not electric motors or turbocharged inline six-cylinder engines. (In the video, Kuniskis says the company was forced to drop the Hemi, presumably for emissions reasons.)

These could be the same barking dogs who said, all the way back to 2005, that a four-door Charger was a dumb idea even though it was a clear success with 1.9 million of them built over nearly two decades. Regardless, there’s a prevailing sen ment that the new car tramples all over history instead of reincarna ng it. It’s worth no ng that wasn’t the case 15 years ago when the retro Dodge Challenger was launched. That was a hero and became its own legend.

So, who are the new Charger’s customers, then? A thin wedge of rich, high-tech Baby Boomers looking to beat up on Tesla owners at the stoplight? A collector who has an original 1969 Charger Daytona and wants the new one? I’m not en rely sure.

Had the new car just been a redesign that incorporated the inline six-cylinder as the base engine and a Hemi V-8 as the op on, I think it would be an automa c slam dunk with fans.

But as an EV, the Charger might run into the same issues Ford has had selling the Mustang Mach-E. It was strong out of the gate with early adopters, but now it languishes on lots. Pundits have used the situa on to profess waning EV popularity, but it’s just as likely that an electric Mustang crossover doesn’t sell because it’s not a real Mustang. The Charger is a car, at least.

The saving grace for Dodge is that the flexible STLA Large pla orm will be used for other vehicles coming out of Windsor. The previous Charger shared the line in Brampton, Ont., with the Challenger and the Chrysler 300, but no other vehicles.

If the new Charger flops, Stellan s could revise it un l it connects with the market, or just hang it up, put the Charger in the history books and take the loss.

I have high hopes for the car because it’s clear Stellan s has put lot of thought and effort into it, likely spending many late nights and board mee ngs considering the cultural obstacles.

In my January column, I wrote, “Whatever Stellan s builds next, it had be er be great.”

I hope the Charger is just that, but meshing heritage with EV technology is a high-stakes gamble for the brand. The op ons are win big or lose big.

Source: www.autonews.com – Ar cle by Jeff Melnychuk

Stellantis consolidates 9 U.S. business centers to 6, lays off 30, in bid to boost dealer support

Stellan s said the move will strengthen its dealer support as it begins launching EVs in the U.S. this year.

Stellan s has restructured its U.S. business center opera ons, going from nine loca ons across the country to six in a move the automaker said will strengthen its dealer support.

The company said 30 employees were laid off this week as a result but that the decision wasn’t driven by a need to reduce personnel.

Stellan s has more than 2,600 dealerships in the U.S., each of which interacts with field staff from the business center serving its region.

“To be er serve our dealer network, Stellan s has reimagined its U.S. business center opera ons keeping the dealer and customer at the center of our business model,” the company said in a statement. “This strategic move will empower the team to enhance dealer coverage, strengthen partnerships and respond more effecvely to dealer inquiries while addressing their needs across sales, service, and training as we begin our BEV product offensive.”

Ba ery-electric vehicle launches planned for this year include the Dodge Charger Daytona, Ram 1500 REV and Jeep Recon.

The business center consolida on comes several weeks a er Stellan s laid off about 400 salaried employees in the first of what a person briefed on the situa on said would be mul ple waves of cutbacks. The company would be required to provide 60 days’ advance no ce to the state of Michigan before laying off 500 or more employees during a 30-day period but has not given such a warning.

It a ributed the March layoffs, in its engineering, technology and so ware units, to “unprecedented uncertaines and heightened compe ve pressures around the world.”

Stellan s also realigned its U.S. sales organiza on March 1, pu ng Jason Stoicevich in charge of retail sales while Jeff Kommor oversees commercial sales.

Source: www.autonews.com

The exchange of information by like sized dealers in a non-competitive environment.

Officers:

President Cody Eckhardt - Ken Garff CDJRF - W. Valley City UT

V. Pres - Jim Jaeger – Bosak Motors – Merrillville, IN

Secretary - John Russo - Dallas DCJ - Dallas, TX

Treasurer – Chris Hojnacki – Serra CDJR – Lake Orion, MI

Executive Committee - All Officers Including:

Dan Hutton - Tom O’Brien DCJR - Greenwood, IN

Alan Yancey - Hayes CDJ - Alto, GA

Rick Cutaia - Rick Hendrick DCJR – Charleston, SC

Steve Hofer – Park Chrysler Jeep – Burnsville, MN

Susan McDaniel – Bill Luke CJD – Phoenix, AZ

Joe McBeth - Dallas DCJ - Dallas, TX

Guild Committees

MMG Annual Meeting 2024

Jill Vance - Apogee Event Agency

Cody Eckhardt - Ken Garff CDJRF - W. Valley City UT

Finance Committee

Chris Hojnacki - Serra CDJR – Lake Orion, MI

Susan McDaniel - Bill Luke CJD – Phoenix, AZ

Don Cushing – MMG Magazine

Newsletter/Website/Social Media

Don Cushing – MMG Magazine

Vendor Committees

Reynolds & Reynolds

Rick Cutaia - Rick Hendrick DCJR – Charleston, SC (Co-Chair)

Susan McDaniel – Bill Luke CJD – Phoenix, AZ (Co-Chair)

Joe Handzik - Bettenhausen Auto - Tinley Park, IL

Randy Rogers - Huffines CJDR - Plano, TX

Kent Cogswell - Jack Phelan CDJR - Countryside, IL

*David Kiser - Spartanburg CDJR - Spartanburg, SC

*Chris Hojnacki - Serra CDJR – Lake Orion, MI

CDK Global

Joe McBeth - Dallas DCJ – Dallas, TX (Chair)

Ian Grohs – Stateline CDJR – Fort Mill, SC

Mick Padgeon - Fred Beans Parts - Doylestown, PA

Robert Chatwin - Larry Miller DCJR - Sandy, UT

Dan Hutton - Tom O’Brien DCJR - Greenwood, IN

*Steve Hofer – Park Chrysler Jeep – Burnsville, MN

*Jim Jaeger - Bosak Auto Group - Merrillville, IN

OEConnection

Dan Hutton - Tom O’Brien CJD – Greenwood, IN (Chair)

Joe McBeth - Dallas DCJ – Dallas, TX

Jim Jaeger - Bosak Motors - Merrillville, IN

Chris Hojnacki - Serra CDJR – Lake Orion, MI

*Steve Hofer – Park Chrysler Jeep – Burnsville, MN

Snap On Business Solutions

Cody Eckhardt - Ken Garff CDJRF - W. Valley City UT (Chair)

Randy Rogers - Huffines CJDR - Plano, TX

*Steve Hofer – Park Chrysler Jeep – Burnsville, MN

AER Manufacturing

Robert Chatwin - Larry Miller DCJR - Sandy, UT (Chair)

John Waltereit - Serra Palace CDJR - Lake Orion, MI

Ted Hawkins - Cerritos Dodge - Cerritos. CA

Chris Hojnacki - Serra CDJR – Lake Orion, MI

*Josh Gouldsmith - Gladstone CDJR - Gladstone, MO

*Joe Handzik - Bettenhausen Auto - Tinley Park, IL

Vendor Chairs

Susan McDaniel - Bill Luke CJD – Phoenix, AZ

Cody Eckhardt - Ken Garff CDJRF - W. Valley City UT

*Alternate