Implementation of a KPI performance and management standard in a dealership
Sales + Service + Parts + Warranty
improving competencies and KPI control.
Why DAS AUTO ACADEMY
Implementation + competencies
Performance standard + competency development + control adjustment according to KPIs until the result is consolidated.
Customer step control
In sales and service, we manage not the "conversation," but the client's actions at every stage.
Parts Profit as a separate discipline
We're strengthening our parts department and launching two revenue streams—one within the service department and one in external sales.
Market practice from the inside
We understand dealers' real-world problems through case studies, field work, and market feedback.
The levers remain inside
Managers receive control tools and maintain results without the director's manual mode.
Author's methodology
Standards, scenarios, and control tools are designed as proprietary solutions and work to achieve results.
The essence of the problem
Single vector, single goal, clarity of role: Why, what to do, what KPI, what responsibility.
4 implementation zones
Car sales
Customer Step Control / Customer Action Management
PainThere are leads, but no visits; registration is "in the air"; weak CRM discipline; dips in search results; add-ons and financial products are unmanageable.
DAS AUTO SolutionCustomer journey management standard, unified lead → deal process, CRM discipline, issuance standard, add-ons and financial products as a managed process.
KPI
- lead → contact
- contact → entry
- entry → confirmation
- confirmation → appearance
- attendance → test drive
- test drive → deal
- share of claims after issuance
- share of additional components/financial products
Service + warranty coverage
PainUnderutilization and poor attendance; missed deadlines; quality-related returns; conflicts and claims risks. Warranty is a high-risk area.
DAS AUTO SolutionThe "customer expectations management" standard + step control, recording standards, acceptance, approval, issuance, warranty framework, pre-escalation work with claims and development of key roles in the work process.
KPI
- entry → appearance
- download
- standard hours / output
- meeting deadlines
- repeat quality requests
- escalations / CSI / reputational risks
- share of claims under warranty
Spare parts are the dealer's point of advantage
Internal circuit (service) + external circuit (outside sales)
PainService downtime due to spare parts; selection errors; illiquid assets; weak competence; external sales channel is absent or weak.
DAS AUTO SolutionInner contour: Standards for selection, ordering, logistics and delivery, reducing errors and downtime.
Outer contour: B2B/B2C sales, funnel, scenarios, KPIs for margin and repeat sales.
KPI
- accuracy of selection
- terms of provision
- % returns/errors
- service downtime
- turnover / illiquid assets
- external turnover / margin
- repeat purchases
Management and Team
PainStandards exist, but they are implemented in varying degrees; responsibility is diffuse; control is irregular; results are dependent on manual intervention.
DAS AUTO SolutionA matrix of responsibility by roles, competencies + execution discipline, a plan-to-fact management rhythm, control tools for managers: checklists and a KPI dashboard.
KPI
- compliance with standards
- CRM discipline
- stability of departmental KPIs
- reducing "fires" and the cost of errors
Contact us:
info@dasauto.kz
https://dasauto.kz
+7 777 615 0015