FOR DEALER USE ONLY Online Resource YOUR SERVICE GUIDE. Version 3.0
2 Your Service Guide Contents 1. Introduction p 3 Overview 4 Motability Dealer Partnership 5 Your dealer dashboard 6 2. Service bookings p 9 Services Due list 11 Service booking details 12 Your MDP reward 13 3. Maintenance and repair p 15 RAC breakdown assistance 18 RSAM insurance 18 Kwik Fit tyre replacement 18 4. Supporting you p 19 If you have any questions, please contact our Dealer Contact Services team on 0300 037 0200
Contents 3 1. INTRODUCTION Overview 4 Motability Dealer Partnership 5 Your dealer dashboard 6
4 Your Service Guide Overview Motability Operations Ltd works in partnership with you to provide our customers with the service and support they need in selecting, maintaining and returning cars at the end of their lease. This guide aims to provide you with all the information you need to service and maintain a Motability car in line with the manufacturer s recommended schedule throughout the duration of the customer s lease. This guide is intended to be used alongside our Motability Specialist training programmes which support you in treating customers fairly and providing excellent service to your Motability customers. Only trained Specialists with their own Unique User Access should manage service bookings through Online Applications. If you would like to be trained or require your Unique User Access, please contact our Dealer Contact Services team on 0300 037 0200 or register at motabilitydealer.co.uk
Introduction 5 Motability Dealer Partnership Motability Dealer Partnership (MDP) rewards dealers for supporting the Motability Scheme with payments for three key events which are designed to deliver a high level of customer satisfaction throughout the lease: Supply 100 Service 40 End of Contract 75 Or as a result of an early termination 100 In addition to covering vehicle service, repair and maintenance, this guide will also support you in maximising the potential MDP earnings for your dealership. As part of the MDP Service event you must: Provide prompt service booking and a choice of appointment types i.e. while you wait, collect and deliver. Complete a first service within 35 days from the First Service Due date. Submit and accurately transact work through Epyx 1link. Wash and vacuum the car. Stamp the service book. Provide customers with a summary of work done. The MDP Service reward of 40 is only payable for the first scheduled service event. There is no MDP reward for service events that may occur during the lease. Training standards Our training standards require you have a minimum of: Two or more trained Sales Specialists. Two or more Aftersales Specialists. At least one Sales and one Aftersales Specialist available whenever your dealership is open. To protect your MDP reward, please see Your Dealer Guide to review our training standards in full.
6 Your Service Guide Your dealer dashboard The dealer dashboard is your essential online tool, allowing you to track and manage all aspects of your dealership s MDP performance to help you maximise your potential rewards. Accessing your dashboard You can access your dashboard using your Unique User Access details. If you don t have your own Unique User Access, you can register at motabilitydealer.co.uk and follow the instructions in Your Getting Started Guide. To view your dashboard, go to motabilitydealer.co.uk, click on the Cars tab and then Login to Dealer Dashboard/Online Applications. Once you ve logged in using your Unique User Access, click the MDP Performance tab in the menu on the left.
Introduction 7 Using your dashboard: a quick look Click Service for: Service rewards Late service adjustments Click Complaints for: Adjustments Reversals Click Supply for: Supply rewards CDD free pass status, rewards and adjustments Early cancellation adjustments Pre-registration Click Training to: View your Specialists and their training statuses Click Help for: Summary of rewards and adjustments Click End of Contract for: End of Contract rewards Inaccurate/late MOT Handback VCD Image adjustments Click Images for: Submission deadlines Outstanding submissions Click Invoice for: MDP payment for each quarter Click Engagement for: Supply Events Potential and actual rewards
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9 2. SERVICE BOOKINGS Services Due list 11 Service booking details 12 Your MDP reward 13
10 Your Service Guide Service bookings As a Motability dealer, you ll need to manage the service bookings for all cars on your live fleet. We base the service due date on the manufacturer s service schedules. SERVICE REMINDER SERVICE DUE -28 DAYS +35 DAYS SERVICE DUE DATE END OF MDP REWARD PROTECTION PERIOD You ll receive a reminder for vehicles that are due for service in your Services Due tab in Online Applications 28 days before the Service Due date. You have until 35 days after the Service Due date to transact the service and protect your MDP Service reward. The list is updated daily to provide you with a countdown on the services that need to be completed and transacted. Vehicles will remain in your Services Due list until they re serviced and transacted through Epyx 1link.
Service bookings 11 Services Due list Early service We will authorise a service on a car before it has been added to the Services Due list, provided the car has reached the required mileage or the service light is illuminated. In these cases please submit a transaction via Epyx 1link to our Fleet Technical team for authorisation prior to carrying out the work.
12 Your Service Guide Service booking details Once you ve contacted your customer and agreed a service date, you will need to complete the Service Booking details. This informs us that a service has been confirmed. Please remember to keep the notes under Contact Attempt updated when you try to contact your customer to book the service. All standard servicing and necessary maintenance repairs due to general wear are included in the customer s agreement at no extra cost. Where any additional work is required to maintain the car, you will need to submit these items with the standard servicing transaction through Epyx 1link before you carry out the work. Getting it right A significant number of Epyx 1link submissions are rejected due to inaccurate or insufficient information. To avoid delays to authorisation, please make sure you select the correct ICME codes and accurately complete the transaction.
Service bookings 13 Your MDP reward To protect your MDP reward you must: Contact your customer once the vehicle is added to your Services Due list. Complete the Service Booking details to confirm the booking. Complete and transact the service via Epyx 1link within 35 days from the First Service Due date. Wash and vacuum car. Stamp service book. Provide a summary of work to your customer. Customers should be offered a choice of appointment types that suits their needs, i.e. collect and deliver, and while you wait with the offer of a courtesy car if the booking is made with three weeks notice. Service adjustment: - 40 The first service must be completed and transacted within 35 days from the First Service Due date. If a service is transacted after 35 days, an adjustment of - 40 will appear in your dashboard. Service and MOT standards: -20% adjustment Our upsell measures monitor your service, maintenance and repair activity against the manufacturer or franchise average. If your additional work completed or parts fitment rates are significantly higher than that of an average dealer, an adjustment of -20% may be applied to your quarterly MDP reward. You can view the status of any upsell adjustment on your dealer dashboard under the MOT/Service Performance tab. This tab will only appear on your dashboard if you are above the manufacturer average.
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15 3. MAINTENANCE AND REPAIR RAC breakdown assistance 18 RSAM insurance 18 Kwik Fit tyre replacement 18
16 Your Service Guide Maintenance and repair In some cases, you may be required to carry out unscheduled maintenance or repairs to your customer s vehicle. This is work that falls outside of the scheduled servicing and MOT that you complete as part of the customer s agreement. Warranty repairs All warranty repair work must be explained fully to your customer, including how long the work is expected to take, when they can expect to collect their vehicle or have it delivered back to them and the specific work that is being carried out.
Maintenance and repair 17 Manufacturer recalls Please make sure all recalls are done in a timely manner and that your customer is kept informed throughout the process. Unexpected mechanical issues If a customer raises a concern about their car, please ensure you: Book in and diagnose safety-related concerns within 24 hours and other work within five days. Only undertake work that you believe is necessary. Obtain authorisation for all work before it is carried out from our Fleet Technical team using Epyx 1link. Please call our Fleet Technical team on 0870 111 8885 (option 4) if you have any concerns regarding work that may be required. As a Motability dealer, we expect you to provide your customers with excellent service by: Accurately diagnosing the issue and ensuring a first-time fix. Carrying out repairs in a timely manner. Providing alternative transport if the car is going to be off the road for more than 24 hours. Managing your customers expectations and keeping in contact with them, particularly if parts are on order. Keeping your customers informed of expected repair times and any delays. Contacting our Fleet Technical team if you have problems or require authorisation if work is not covered by warranty or a recall. Customer complaints If a customer makes a complaint because they are unhappy with the service they have received and their complaint is upheld, we may apply an adjustment to your Service reward through the Complaints tab on your dealer dashboard.
18 Your Service Guide Worry-free motoring As part of the customer s worry-free motoring package, they are supported by: RAC breakdown assistance All Motability Scheme contract hire cars are covered for breakdown assistance provided by the RAC for the duration of the lease, at the roadside and at the customer s home. In the event that your customer has an accident and the vehicle cannot be driven, please ask them to contact the RAC on 0800 731 1173 who will recover the car to the authorised repairer. Should RAC deliver a car to you for repair, we would ask you take responsibility for assisting the customer by keeping them informed, mobile if necessary and repairing the car in a timely manner to minimise the time it s off the road. RSAM insurance In the event of an accident, please ask the customer to contact our insurance provider, RSA Motability (RSAM), who will assess whether a repair is required. If a claim is made, your customer will be required to pay an insurance excess. RSAM also provide window or windscreen repair or replacement (excluding sunroofs) as part of the customer s agreement. Please ask your customer to contact RSA for glass repair or replacement. RSAM 0300 037 3737 RSA glass repair/replacement 0300 037 9944 Kwik Fit tyre replacement For no extra cost, our tyre provider Kwik Fit will replace tyres worn or damaged through normal use. In addition to their branch locations, Motability Scheme customers can also take advantage of the Kwik Fit Mobile service. Puncture repairs, including wheel balance, are covered at no extra charge. They will also replace stolen or vandalised tyres. Tyre replacement is subject to a fair usage policy. Kwik Fit 0330 123 1531
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20 Your Getting Started Guide Supporting you To support you in understanding our systems, maximising your potential MDP rewards and delivering excellent customer service, we ve developed a range of support tools to help clarify any areas of our systems, the Motability Scheme or your performance that you re unclear on. motabilitydealer.co.uk motabilitydealer.co.uk is your one-stop-shop as a dealer partner with all your guides, urgent updates, marketing support, advice and Point of Sale material, as well as links to the Partner Training Centre and other relevant sites. Visit today to find: The Tools and Support page of the Partner Training Centre is a good starting point for finding out more about the resources available to you. The Resource Library at motabilitydealer.co.uk contains all the guides you ll need as a Motability dealer, available to view online or download and print. Bespoke Group reporting tools have been developed, detailing your performance across key measures. To view your Group report, go to motabilitydealer.co.uk and click Dealerships, Performance and then Group Reports. Our Dealer Contact Services team is on hand to support you with any problems or queries on 0300 037 0200.
Supporting you 21 Access the latest dealer guides, dealer dashboard, Partner Training Centre and further information at motabilitydealer.co.uk
You can access the latest dealer guides, dealer dashboard, Partner Training Centre and further information at motabilitydealer.co.uk Motability Operations Dealer Services Bristol Park House 610 Bristol Business Park Coldharbour Lane Bristol BS16 1EJ Email: dcs@motabilityoperations.co.uk Tel: 0300 037 0200 (Lines open 8.30am 5.30pm Mon Fri) Fax: 0117 979 8668 motabilitydealer.co.uk RAC Motability Assist Customer Services Thomas Street, Stretford Manchester M32 0HX Tel: 0800 731 1173 Tel: 0330 123 1531 Bristol Park House 610 Bristol Business Park Coldharbour Lane Bristol BS16 1EJ Email: anyquestion@mfldirect.co.uk Tel: 0370 600 0288 (Lines open 8.30am 5.30pm Mon Fri) mfldirect.co.uk Epyx 1link Tel: 01676 571 000 1link.co.uk Glass Repair/Replacement Managed by RSAM Tel: 0300 037 9944 RSA Motability (RSAM) Customer Services PO Box 4, New Hall Place Old Hall Street Liverpool L69 3SD Tel: 0300 037 3737 (Vehicle lines open 8am 8pm Mon Fri and 8am 4pm Sat) motability.co.uk/insurance 90.0617