With the Service Advisor Performance Report, you can improve day-to-day operational efficiency, highlight coaching opportunities for service advisors, and determine commission-based incentives for service advisors.
The Service Advisor Performance Report can be found in the Reports section on Dealerware Web under "Service Advisor." The report is broken down into two tabs: Open Contracts and Performance Trends.
There is approximately a 3-hour data sync delay for data to populate on reports. For a real-time snapshot of Open Contracts by Service Advisor, navigate to the Contracts page, filter for Started Contracts, then sort or filter by Service Advisor.
Only employees with "View Reports" employee permissions can access Dealerware Reports.
Open Contracts Tab
The Open Contracts tab provides visibility into current service advisor performance and can be filtered by Service Advisor.
The top section displays quick Key Performance Indicators, including:
- Number of Open Contracts
- Average Length of Open Contracts: measured in days by up to 2 decimal points
- Number of Overdue Contracts: defined by contracts that are still active past their scheduled drop-off date
- Percent of Contracts Under 3 Days: measured up to 2 decimal points
- Percent of Contracts Under 15 Days: measured up to 2 decimal points
- Percent of Contracts Under 30 Days: measured up to 2 decimal points
Following the KPIs, there are graphs and data visualizations that will help you understand if the workload across your service advisors is balanced and which advisors are managing longer-duration contracts. These visualizations include:
- Number of Open Contracts by Service Advisor
- Average Length of Open Contracts by Service Advisor: measured in days by up to 2 decimal points
- Length of Open Contract Distribution by Service Advisor: groups open contracts by their contract length for each service advisor. Groupings include: 0–1 days, 2–3 days, 4–5 days, 6–10 days, and 11+ days
Next, there is a table called Service Advisor Current Performance. This table shows the length of open contract distribution by service advisor, the number of open contracts by service advisor, and the average length of open contracts by service advisor. At the bottom of the table, it aggregates all the data for performance across your entire team. For stores using Dealerware's Insurance Verification product, there is a column called Insurance Verification % that displays the percentage of open contracts with valid, verified insurance as compared to all open contracts for that service advisor.
Finally, there is a table called Open Contracts. This allows you to see a breakdown of all open contracts with their associated service advisor sorted by highest days on contract. This can help you make decisions about re-contracting customers, switching vehicles on contracts, and finishing contracts. For stores using Dealerware's Insurance Verification product, are 3 additional helpful columns in this table:
- Contract Insurance Refreshed At: For returning customers, the date and time stamp insurance was re-verified for validity.
- Contract Insurance Stale: A yes/no value. A yes indicates that the insurance data was verified over 30 days ago and is no longer considered verified. If the value is yes, your team should send the Mobile Check-in link to the customer to have them re-verify their insurance.
- Contract Insurance Verified: A yes/no value. A yes indicates that insurance was verified and is valid. A no indicates that your team should send the Mobile Check-in link to the customer to have them verify their insurance.
Performance Trends Tab
The Performance Trends tab provides visibility into historic service advisor performance by looking at finished contracts only. This tab can be filtered by Contract Finish Date (defaults to last full month) and by Service Advisor.
The top section displays quick Key Performance Indicators, including:
- Number of Closed Contracts
- Average Length of Contract:measured in days up to 2 decimal points
- Number of Overdue Contracts: defined as contracts that were still active past their scheduled drop-off date
- Percent of Contracts Under 3 Days: measured up to 2 decimal points
- Percent of Contracts Under 15 Days: measured up to 2 decimal points
- Percent of Contracts Under 30 Days: measured up to 2 decimal points
Each KPI includes a comparison to the previous month and a month-over-month trend line.
Following the KPIs, there are graphs and data visualizations including:
- Number of Closed Contracts by Service Advisor
- Average Length of Contract by Service Advisor: measured in days by up to 2 decimal points
- Length of Contract Distribution by Service Advisor: groups finished contracts by their contract length for each service advisor. Groupings include: 0–1 days, 2–3 days, 4–5 days, 6–10 days, and 11+ days
- Average Length of Contract trend line: aggregated for the entire team unless the Service Advisor filter is applied
Next, there is a table called Service Advisor Past Performance. This table shows the length of finished contract distribution by service advisor, the number of finished contracts by service advisor, and the average length of finished contracts by service advisor. At the bottom of the table, it aggregates all the data for performance across your entire team. For stores using Dealerware's Insurance Verification product, there is a column called Insurance Verification % that displays the percentage of closed contracts with valid, verified insurance as compared to all closed contracts for that service advisor.
Finally, there is a table called Finished Contracts. This allows you to see a breakdown of all finished contracts with their associated service advisor sorted by actual finish date. The table includes calculations between starting and ending fuel level and odometer.
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