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CASE STUDY: MOC1 SOLUTIONS Samsung Series 7 Slate and MOC1 Rev Up Automobile Service Performance & Customer Satisfaction

OVERVIEW
Customer Need
MOC1 Solutions Wireless Service Advisor (WSA) software provides automobile service centers an ecient tool to walk through the complex service write-up process. The company needed a tablet device to unlock the potential of its WSA solution and enable car dealerships to achieve process eciencies and productivity while delivering a more consistent customer experience.

Samsung Solution
The ultra-portable Samsung Series 7 Slate met MOC1 Solutions needs for a fully mobile customer service solution that enabled the maintenance write-up process to be completed right at the service drive. Oering the power and speed of a full-size notebook PC, the Series 7 Slate features built-in WiFi, a responsive touch-screen and digitizer pen, combined with Windows 7 to allow users to access the full suite of oce software and enable easier connectivity to existing corporate network infrastructure.

Results
MOC1 Solutions is seeing a high percentage of dealerships switching to the Series 7 Slate when their WSA contracts come up for renewal. Eciency and productivity has increased dramatically for service advisors using the new solution. The Series 7 Slate has also contributed to an enhanced and more consistent customer experience, as service advisors are able to spend more time interacting face-to-face with customers.

MOC1 Solutions

THE CUSTomEr

MOC1 Solutions, headquartered in Glendora, CA, provides a full range of software solutions geared to bringing greater eciency, protability and enhanced customer experience to automotive service centers. Its Wireless Service Advisor (WSA) application has transformed the write-up process for service departments at the more than 500 dealerships that MOC1 Solutions serves across the United States and Canada. WSA streamlines the service write-up process while helping service advisors present vehicle-specic scheduled maintenance and information to customers on the service drive. Tablet in hand, service advisors greet customers on the service drive and provide a vehicle walk around, identifying and noting customer requests while reviewing service history and providing details to the customer on their vehicle service needs.
photo: MOC1 SOLUTIONS

With advancements in tablet technology and availability of more powerful and easy-to-use devices, MOC1 Solutions sought to better leverage its powerful WSA software technology to assist the automotive industry deliver the ideal mobile service experience.

A powerful desktop-replacement to meet service departments eciency and productivity needs

MOC1 Solutions needed a tablet that would not only be a full desktop replacement but also would allow dealerships to optimize WSA technology without having to support a new IT infrastructure or operating system. With WSA on a fully mobile, easy-to-use and reliable tablet, MOC1 aimed to help dealerships achieve:

THE CUSTomEr NEED

We had our eye on the Samsung Series 7 Slate, and watched for its release.
Jennifer Williams

Eciency by providing service advisors with a consistent process, information and tools right at their ngertips Productivity enabling a smooth and seamless presentation to customers, including the ability to show videos of how repairs are done Reduced policy claims by incorporating, as part of the write-up process, a thorough vehicle walk around at the service drive Enhanced customer experience engaging customers in the write-up process and delivering eciency, service advisors are better able to build credibility, trust and loyalty Protability with the ability to electronically record and track each customers service needs, service advisors contribute to lower costs and business growth We had our eye on the Samsung Series 7 Slate, and watched for its release, said Jennifer Williams, sales and marketing coordinator at MOC1 Solutions.

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Samsung Series 7 Slate

THE SAmSUng SolUTion

Product Prole:

MOC1 considered various devices for implementing its enhanced WSA solution, including the iPad and a Panasonic tablet, but the Samsung Series 7 Slate has proven to be the ideal solution which satised its objective of providing dealerships a full desktop replacement. Chief considerations included portability, speed, interoperability, and exibility to allow service advisors options in entering data. Only a half-inch thin and weighing about two pounds, the Samsung Series 7 Slate was one of the rst devices on the market to oer a seamless Windows 7 experience in a slim, powerful tablet form-factor. It features built-in Wi-Fi and Bluetooth 3.0 connectivity. And, importantly, it provides a variety of input methods, including a responsive touch screen interface, digitizer pen and optional Bluetooth keyboard.

As used by MOC1 Solutions

SAMSUNG SERIES 7 SLATE

OPERATING SYSTEM: Genuine Windows 7 Professional (64-bit) PROCESSOR: Intel CoreTM i5-2467M DISPLAY: 11.6-inch LCD (HD 1366 x 768) DISPLAY BRIGHTNESS: 400nits TOUCH SCREEN: Capacitive with Digitizer Pen

As an eective, lightweight and fully functional mobile desktop replacement, the Samsung Series 7 Slate has enabled our software to be used to its potential.

HARD DRIVE: 64GB / 128GB SSD (mSATA) MEMORY (STANDARD/MAX): 4GB / 4GB DDR3 CAMERA: Front Low-Light 2.0MP HD; Rear 3.0MP HD SPEAKERS: 3W Stereo Speaker (1.5W x 2) PORTS: USB 2.0, u-HDMI, Docking Station Connector CONNECTIVITY: Wireless LAN (Intel 802.11 a/b/g/n), Bluetooth 3.0 HS SECURITY: TPM DURABILITY: Gorilla Glass/Aluminum Construction DIMENSIONS: 11.66 x 7.24 x 0.51 inches WEIGHT: 1.90 lbs

Jennifer Williams

When connected to a docking station, the Series 7 Slate operates as a notebook PC, with all the power and productivity that its Intel Core i5 Processor and genuine Windows 7 operating system provides. An integrated microphone and dual 2-megapixel front and 3-megapixel rear cameras can record audio/visual les, which can be stored and shared via the full-sized USB port or Wi-Fi connection. Beneting from Samsungs superior LCD technology, presentations to customers can be delivered on the SuperBrightTM Plus 11.6-inch HD display, providing outstanding picture quality and text-readability with 400nit brightness, twice as bright as normal laptop displays, enabling a full visual experience, even outdoors. According to Williams, internal and dealership testing of the Series 7 Slate resulted in rave reviews, with dealerships and their customers immediately taking to it. WSA is an ongoing and ever-expanding software opportunity within the automotive marketplace, Williams said. As an eective, lightweight and fully functional mobile desktop replacement, the Samsung Series 7 Slate has enabled our software to be used to its potential.

With optional docking station and wireless keyboard

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WSA and the Series 7 Slate deliver increased eciencies and customer satisfaction
WSA on the Samsung Series 7 Slate is proving to be a powerful combination, meeting the goals that MOC1 set out to achieve with the deployment of a fully mobile tablet. The Series 7 Slate fast became the most popular customer choice among the portfolio of tablets MOC1 oers to customers. Williams said it is seeing a high percentage of dealerships switching to the Series 7 Slate when their three-year WSA contract comes up for renewal. Park Place, a Dallas-Ft. Worth luxury car dealership, had been using WSA in all of its 11 locations, and opted for the Samsung Series 7 Slate for its new contract with MOC1 Solutions. We had been looking for ways to take the level of service to a whole dierent level, said Tony Carimi, Director of Fixed Operations at Park Place. The Series 7 Slate is a device that provides many more options, and much more overall opportunity for service advisors to interact with clients than the previous, traditional mobile solution we had been using. Park Place worked with integration partners to fully maximize the WSA platform on the Series 7 Slate. Additional integrations include RFID (radio frequency identication) and vehicle loaner software, electronically tying together the service maintenance process from the time the customer enters the service drive to when the vehicle is delivered to the customer. According to Carimi, eciencies have grown dramatically, with cost-savings from the benets of an electronic walk around in reducing policy claims. Among the key metrics Park Place has achieved in the rst six months since it implemented the MOC1 Solutions WSA with the Series 7 Slate are: a 24-percent decrease in cycle time the time between opening and closing a repair order; a 47-percent drop in the time a customers car is retrieved and returned to the customer; and a 17-percent rise in sales per repair order written. Customers have also been impressed by the fully mobile service process that the MOC1 Solutions WSA and Series 7 Slate has enabled. Our clients love it, said Carimi. It engages them in the process. Customer Satisfaction Indexes have increased at all of our locations since we implemented the Wireless Service Advisor and the Samsung Series 7 Slate package.

THE RESUlTS

photo: Park Place

Customer Satisfaction Indexes have increased at all of our locations since we implemented the Wireless Service Advisor and the Samsung Series 7 Slate package.
Tony Carimi

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