September 20, 2013
The Larson Group, a full-service dealership of Peterbilt Motors Company, says it will implement Decisiv, Inc.’s SRM platform to improve internal service management processes as well as enhance communications and collaboration with fleet maintenance customers.
“Decisiv’s SRM technology has simplified internal communications and streamlined business processes by filling in the gaps between our various systems,” says Ismael Hernandez, IT director at The Larson Group. “The platform complements our existing systems by consolidating multiple processes, and improves efficiency by eliminating the need for pencil and paper, and reducing the need for a lot of phone calls. With Decisiv we can perform service and repair work more effectively by improving productivity in our shops. It is an extremely powerful technology.”
The Larson Group currently has four locations using the Decisiv SRM platform, including two in the St. Louis area, and at facilities in Springfield, Missouri and Cincinnati, Ohio. The dealership’s seven locations sell and service the full line of Peterbilt trucks as well as all makes of used equipment.
The Larson Group also provides contract maintenance, a full inventory of parts, body and paint work, roadside assistance and leasing and rental services. The Larson Group service departments are staffed by factory-trained technicians, and handle warranty work for Peterbilt, Caterpillar, Cummins, Detroit, Eaton, and Meritor.
Brian Mitchell, service manager at The Larson Group’s Peterbilt of Springfield location in Strafford, Missouri said the Decisiv platform has helped keep technicians and parts staff on the same page.
“Since we began using the Decisiv SRM solution we’ve come to rely on it to streamline our service management processes,” he says. “With a 24/7 operation that includes 37 technicians and 14 foremen, service writers and administrative staff there is a lot happening around the clock in our shop. That posed a real challenge with internal and external communication, which is solved by having the Decisiv platform as a central collaboration point, where information is always available to everyone during service events.”
The Larson Group locations now using the Decisiv platform are managing each job in the shop with the SRM technology. In the multi-shift, 24/7 operations, the solution is used to monitor and manage work status, communicate with customers, order parts and track repairs. Repair orders for every job are being created on the platform, even before a truck arrives at a facility, and technician notes on diagnoses and parts needs, and estimates and approvals are now tied to each service case, rather than kept in separate systems.
The platform is also integrated with the dealer group’s Customer Relationship Management application, accounting software and its Karmak dealer management and billing system.
“With the platform there is no breakdown in communication and nothing falls through the cracks so The Larson Group can improve their revenue and profitability as well as dramatically enhance service levels for their customers,” says Dick Hyatt, president and CEO of Decisiv.