​The Financial Services Department, though one of five profit centers in an automobile dealership, fulfills a role that reaches far beyond mere income generation. It operates as a funnel of all activity in the sales organization as well as the marketing arm of so many of the vehicle protection products that wind up in the service lane for fulfillment of the customer ownership experience, i.e., vehicle parts & labor repair plans, motor club services and appearance protection plans. Well trained, professional staff and efficient processes are critical to the ongoing success of this vital sector of the operation. Since the entire process begins as the customer walks through the door, any subsequent activity bears on the success of this process.

North East Dealer Services is committed to engaging all aspects of this process for our clients with the objectives of growth in profitability, quality structure in process, improved customer satisfaction and regulatory compliance.

It begins with a proprietary process called MAPI Analytics ©. This is a carefully crafted and customized plan designed to hit the income goals consistent with customer, employee and regulatory needs. The process entails:

• MEASUREMENT of key indices of performance in all facets of the sales operation with a focus on identifying areas of opportunity for improvement
• ASSESSMENT of people, process and products against known successful industry standards
• PRESCRIPTION of an action plan designed to build skill sets in people, establish structured and repeatable work flow processes and assure high value product offerings and pricing strategies
• IMPLEMENTATION of the plan of action with strict standards of engagement to allow all personnel to embrace it, own it and be held accountable to perfect it.

Completion of the MAPI Analytics © process is typically rolled out in five Phases, each building on the previous Phase and engages all members of the sales and management teams. Monitoring and adjustment are critical to maintain the alignment of activities and timeframes to achieve key results.

Typical results of this level of engagement from NEDS yields significant PVR increases in even the largest of dealer groups coupled with:

• Employee Satisfaction
• Customer Satisfaction
• Regulatory Compliance