Modern workshop management systems can transform not only garage efficiency and flexibility, but also technician productivity, parts and warranty administration, and ultimately quality. So goes the mantra. And many software suppliers well add that users can also expect to see improvements in fleet efficiencies, and their grip on compliance.
True or false? Well, if testimonials from hauliers, freight operators, CV hire firms, construction companies and their third-party workshops large and small are anything to go by, they're mostly right. Look no further than the likes of Glanbia, John Hackling (Transport), LC Vehicle Hire, Owen Pugh, Ryder, SMH Fleet Solutions and Surefreight, all of which have implemented systems and are on record as happy customers.
Dairy processor Glanbia, for example, went for ASC Software's Fleetminder at its third-party workshops, some of which were already Fleetminder users. That was back in 2012 and, since then, the system has built a complete record of all work on Glanbia's vehicles, where the maintenance and/or repair was done, parts fitted, time spent and the financials. It now also manages specialist equipment, ranging from vehicle refrigeration units to tyres, via a supplier portal.
The result: "Glanbia holds the most comprehensive vehicle history of any similar operation in Ireland, and not only meets the requirements of the Commercial Vehicle Roadworthiness Act, but exceeds it," boasts transport manager Eoghan O'Regan. "Additionally, we have seen substantial savings in parts through more effective control and better warranty claims management."
Similarly, haulier John Hackling (Transport) improved its compliance management and achieved administrative efficiencies, in its case by implementing Jaama's Key2 software. This operator, based in Bourton-on-the-Water, Gloucestershire, previously relied on a spreadsheet system to manage vehicles, drivers, and service, maintenance and repair through its own workshops. However, according to transport manager Mark Salf, Key2 has "revolutionised" how the firm manages its fleet of 55 HGVs (mostly DAF and Volvo trucks) and eight Transit vans.
"The volume of paperwork has reduced significantly; documents can be scanned in and retained within the system; and we receive instant alerts when vehicle and driver checks are required," explains Salf. "From having an administratively cumbersome, paper-based vehicle and driver management system, we are now using state-of-the-art technology to ensure maximum compliance and drive operating efficiencies."
But there are three main caveats. First, choose your system supplier carefully and work with, not against, its representatives to maximise the benefits. Why? Because they've mostly seen it all before and know what good looks like. Secondly, be realistic over timeframes for system implementation. This is rarely five minute task. And thirdly, don't neglect staff education and training. Failure to attend to this last point will scupper the best of otherwise excellent workshop systems.
One operator that reckons it got its implementation right is LC Vehicle Hire, which went for the r2c Online system 18 months ago, and completed rollout across all of its six depots last October. Operations director Pat Graham says the experience was nothing short of excellent and the results likewise.
"We had expanded our depot coverage and were looking after around 2,000 vehicles – a mix ranging from 7.5 tonners up to 32 and 44 tonne trucks, but also specialist vehicles, such as gully emptiers, beavertail rigids and traffic management vehicles," he explains. "But, while our vehicle hire system was automated, we were managing all the maintenance and compliance side manually."
That meant everything from scanning inspection sheets to physically entering information, such as the kind of service due, and printing off job cards with the old tick lists for technicians. Choosing a system to bring much-needed efficiencies, however, necessitated thinking outside the box, he says.
Partly, that was because the firm needed it to manage a range of vehicle types and marques, including DAF, Iveco, MAN, Mercedes-Benz and Scania trucks, but also Ford, Vauxhall and Peugeot vans – so a multi-function inspection sheet was a minimum requirement. Partly, LC also wanted the system to manage specialist equipment, including truck-mounted cranes and winches. And finally, any system would have to integrate with LC's Dataflare rental system, which would also need to hold the master data file.
What was Graham's approach? "We gave the r2c Online people a complete list of our vehicle fleet, including types and associated plant," he says. "They worked behind the scenes, and now we have a complete suite of inspection sheets per vehicle, with the system automatically handling the different periods required for inspection, etc, scheduling jobs and generating electronic sheets for technicians."
In a nutshell, Graham felt able to trust the supplier. That said, his team took on much of the internal training, working with technicians, taking them through the new system and introducing them not only to the human interface, but also how to complete reports, from interacting with option lists to closing off jobs.
"The best thing about that process was that at no stage did r2c Online say, 'Right, we've sold you the system, so away you go'. They held our hands throughout and they still do. We can phone if there's any kind of issue, whether it's down to our guys making simple mistakes or them with a glitch in the system. It's never a problem."
As for the outcome, Graham says that administrators chasing technicians to sign off sheets is a thing of the past. And, once jobs are closed, PDFs can be automatically emailed to the customer/operator for their compliance purposes. Management also has a screen-based dashboard that shows what's outstanding, reasons for delays, inspection charts etc, meaning much better control of jobs through each workshop.
"There are financial savings, although they're difficult to quantify," says Graham. "But there are also massive customer benefits because of the automation of their vehicle inspection and maintenance scheduling, and the compliance side."