Author: Kate Shakesheff

L&L Automotive Boosts Sales With Cooper Solutions

Posted on by Kate Shakesheff

Harnessing the power of FullAppraisal and FullAuction for business growth

L&L Automotive Group, has chosen Cooper Solutions’ FullAppraisal and FullAuction to support its focus on expansion. Seamless integration of these services into its business has resulted in increased profits on part exchanges by xx%.

As a certified used approved Mercedes-Benz retailer, L&L Automotive in Hertfordshire, is harnessing the power of FullAppraisal, the mobile vehicle appraisal tool, to ensure cars are properly prepared and accurately described, ready for resale. By pulling in data from pricing guides, sales executives have a good starting point for part-exchange values, which can be provided to customers along with supporting images so they can review how a retailer came to their decision. Removing the traditional paper and pen appraisal process provides customers with the modern retail experience they expect, whilst sales managers can track how many appraisals carried out are converted into sales.

Andrew Gallacher, General Manager and Sales Director for L&L Automotive, explains, “FullAppraisal has replaced our traditional method for pricing cars, which involved calling upon a select group of traders to provide reasonable estimates, so we now have even greater confidence that we are benefiting from a high quality appraisal. And because FullAppraisal pushes vehicle information through to FullAuction, it has become an integral part of our resale process, making the whole procedure more efficient, faster and professional.

“It’s been a similar experience with FullAuction, which has boosted business confidence alongside increased monthly profits. As a result, we have reinvested in the businesses with the appointment of a dedicated used car controller, who has the sole responsibility of moving stock. Thanks to FullAuction, we now trade to industry respected dealers without incurring marketing expenses and with streamlined, automatic payments on sales, the whole process is slick and efficient.”

FullAuction is an electronic trade-only auction site, maximising margins for buyers and sellers alike with no listing or buying fees. Connecting FullAppraisal with FullAuction, means an accurate appraisal and a realistic auction grade – inaccurate appraisals mean a loss at auction. Vehicles can be offered to the trade whilst still on the retailers’ premises providing a seamless end-to-end trade management solution.

Gallacher adds, “Our business has grown in partnership with Cooper Solutions and its Client Support team, which ensures we continue to deliver a high quality, individual service, which our customers’ value. Cooper Solutions’ biggest strength is its ability to design tools that integrate seamlessly into the business. In addition, the team is reliable, responsive and adapts to suit our changing needs.”

Barry Cooper, Managing Director of Cooper Solutions, says, “We work closely with customers to help them maximise the benefits of our services, support business growth and make a tangible difference to their bottom line. As a long-standing customer, L&L Automotive has seen the benefit from streamlined appraisals and sales that supports their business by boosting profits using the power of FullAppraisal and FullAuction.”

L & L Automotive is a certified Mercedes-Benz, smart and Mercedes-AMG franchise retail group based in Hertfordshire, offering new and used sales, plus fleet and business services and finance.

March 2017

Retailer Demonstrator and Courtesy Car Fleets On The Rise

Posted on by Kate Shakesheff

Cooper Solutions reports a 25% year-on-year increase in vehicle loan days as retailers benefit from vehicle sales and growing aftersales services

Cooper Solutions has revealed a 25% year-on-year increase in the number of days retailers took advantage of its FullCover daily rate insurance for customer loans. A buoyant new and used car sales market in 2016, and growing service and repair business for retailers, helped to fuel this growth, alongside an expanding portfolio of franchised and independent retailer clients.

Dean Pipitone, Director at Cooper Solutions explains: “In the main, retailers continued to see strong sales in 2016 which boosted demonstrator loan car activity. However, where we saw the most notable increase in loan car activity was in the aftersales departments, with retailers investing in larger courtesy car fleets for the benefit of service and repair customers.”

A key driver behind the success of FullCover, is Cooper Solutions partnership with one of the UK’s leading Chartered Insurance Brokers, Cooke & Mason, an expert in obtaining optimum cover at a highly competitive price, whilst utilising the best software and service for every customer. What’s more, the propensity for a successful claim via a broker adds to a retailer’s customer satisfaction levels; according to figures released by the British Insurance Brokers Association (BIBA), 94% of brokers overturn a claim rejection occasionally or often, and 87% of brokers often negotiate 11%-20% uplift on claims.

Concludes Dean Pipitone: “Our partnership with Cooke & Mason, without doubt, strengthens our FullCover proposition and gives us an edge over other providers who don’t have the support of a broker. By placing an emphasis on providing the best cover at the best price, we ultimately enhance the experience our retailer clients offer their customers, whether the customer is looking to buy, or returning for aftersales support.

“Whilst longer term new and used sales for 2017 are tricky to predict, take up of our daily rate insurance is already showing a very promising start to the New Year.”

January 2017

Cooper Solutions Holds Hackathon For Safeline

Posted on by Kate Shakesheff

Cooper Solutions held a hackathon on Saturday in support of Safeline, a local charity that works to prevent sexual abuse and help anyone affected.

A hackathon is not related to breaking into computer systems, but a problem-solving process usually hosted by a software company over a day or weekend. The event enables developers to pitch new ideas and to use their software in new ways.

Cooper Solutions has been working with Safeline in many ways to assist with raising the charity’s profile and helping raise funds. For the last three months, Cooper Solutions Analyst Rahul Mohanachandran has been working with Safeline developing a new process that will enable the charity to become a digital charity. By digitalising its client management system, Safeline employees and volunteers will be able to focus on their specialist counselling work and spend less time on administrative tasks.

This led to Barford-based business organising the event, which was attended by software professionals from three different Midlands-based companies, to further develop the project.

Ben Felt, Cooper Solutions Development Manager, said “Writing free software isn’t a new idea (open source software has been around a while) but I think it’s significant that software professionals in our area are contributing their time and talents to tackle social issues that affect our community. The Midlands is blessed with a lot of technical talent and if the “charity hackathon” trend were to spread, we could have a real impact on society. Donations are always important but sometimes it’s just a matter of figuring out how to put your talents to use.”

Based in Warwick, Safeline provides a range of specialist services including face to face and online counselling, abuse prevention projects for vulnerable children and young people, support for people who may or may not choose to report the abuse to the police, a national helpline which provides emotional support, information and advice and tailored training for professionals and parents who have a role to play in protecting and supporting people affected by abuse.

Neil Henderson CEO of Safeline said, ‘this project is crucial in helping to transform the way the charity works. Currently, we have a manual data capture and reporting system. There are gaps in the data we need and reporting is cumbersome and labour intensive. This project will generate detailed, real time information that will enable us to manage all aspects of the charity in a really efficient and effective way; the benefits generated will enable us to protect and support even more people affected by abuse’

November 2016

Jemca Signs Up To FullAppraisal From Cooper Solutions

Posted on by Kate Shakesheff

Digital solution improves data capture and customer service levels

Jemca is the latest group to turn to FullAppraisal, the mobile vehicle appraisal tool from Cooper Solutions, harnessing digital capabilities to replace its paper-based system. Following a successful trial, Jemca has rolled out FullAppraisal across its 11 Toyota and Lexus sites, building on its existing partnership with Cooper Solutions.

Jemca Car Group’s core business and heritage is its Toyota and Lexus franchises, operating state-of-the-art retail and servicing centres across the South East. As part of its commitment to delivering a premium customer experience, Jemca needed to move from its paper-based manual appraisal system. FullAppraisal offers Jemca’s sales staff an intuitive solution that auto-fills vehicle details and makes it easier to accurately capture the data they need without slowing down the sales process.

With FullAppraisal, all vehicle and customer information is captured electronically, using a VRM look-up to auto-fill vehicle details. This helps sales teams save time they once spent on manually filling out forms, allowing them to focus on the customer needs. In addition, FullAppraisal’s easy to use checklist system reduces the risk of missing information by ensuring sales teams complete specific fields before they can finish the process. Sales executives can also upload up to 15 photos with a ‘drag and drop’ feature to add vehicle condition markers for greater accuracy.

Paul Meller, Market Area General Manager, Jemca Car Group, says, “Today’s consumer expects a digital customer experience. FullAppraisal not only enables us to improve the accuracy and timelines of data capture, but moves us on to an electronic platform, presenting a new level of professionalism to our customers. Each member of our sales team is armed with an iPad featuring FullAppraisal, so they can make fast, accurate appraisals and engage with customers the whole time. Indeed, it’s not just streamlining our part exchange process; we’re using FullAppraisal for every customer enquiry.”

Simon Whicher, FullAppraisal General Manager at Cooper Solutions, adds, “We have been working with Jemca for over six years, delivering our daily rate insurance for customer loans. This extension of our partnership demonstrates the expertise and support Cooper Solutions can offer dealers across the business. FullAppraisal is just one of the suite of online tools we deliver to enable dealers to improve business processes for everything from financial management to used car stock control. We are looking forward to building on the support we already provide Jemca as it continues to meet the expectations and needs of its customers.”

November 2016

Cooper Solutions Invests in Automotive Retailer Expertise To Strengthen Its Management Team

Posted on by Kate Shakesheff

Cooper Solutions continues to focus on the quality of its people, with the appointment of Chris Rich as Account Manager and Alison Cloonan as Business Development Manager. With nearly 40 years’ motor industry experience between them, Alison and Chris will play a key role in maximising customer relationships, bringing with them added value through their first-hand knowledge of Cooper Solutions’ business enhancing products and services.

Chris Rich began his motor retail career at BMW where he progressed to Sales Manager and finally General Manager for Cotswold BMW Gloucester. After 18 years with BMW, Chris was appointed General Manager for Bentley at Broughtons. His role at Cooper Solutions will see him draw upon his own user experience of its range of services offered and understanding of how they can enable dealers to get the very best from their business processes and practices.

“Cooper Solutions is the perfect fit for me, as it combines innovative integrated solutions with a company culture which focuses on excellent customer service,” says Chris Rich of his new role. “As Business Development Manager, I will be helping retailers maximise the value of the Cooper Solutions products on a daily basis. By making reporting easier we not only help retailers manage their business more effectively but boost profitability.”

Alison Cloonan joins Cooper Solutions after 18 years at PCR Robins & Day, where she was Used Car Sales Manager. She also has extensive experience of benefiting from the Cooper Solutions product portfolio and is a particular advocate of its FullAuction and FullForecast solutions.

Alison comments, “I have launched, over 1,000 cars on FullAuction and I understand how incorporating FullAuction and FullAppraisal can truly speed up retailer processes and look forward to working closely with customers to ensure they get the best out of these market leading applications.”

Managing Director, Barry Cooper, explains, “Our products are developed using years of experience in the motor industry, matching retailers’ needs with our innovative software solutions. So, it’s important that we continue to grow a team that recognises and understands the challenges retailers face.

“Chris and Alison bring a wealth of experience to Cooper Solutions, making them valuable additions to our Management team. Both coming from the retail sector, I am confident that Alison and Chris will immediately establish strong relationships, built on an understanding and an appreciation of what our solutions can do for our customers.”

November 2016

Best Practice – Streamline your part-ex process

Posted on by Kate Shakesheff

The customer journey at your dealership
Customers are far better informed than they have ever been, and with fewer customers stepping through the doors of dealerships today, it’s vital that retailers stay ahead of the competition and provide a quick and efficient valuation process on a part-exchange vehicle.
Using an electronic solution such as FullAppraisal allows retailers to present a professional, trustworthy and transparent service when managing the part-exchange process.

Accurate
FullAppraisal is intuitive; teams can efficiently appraise incoming part-exchange vehicles, creating a ‘packet’ of data that can be shared within the dealership or wider group.
By avoiding duplication when entering information and eliminating chances that paperwork could be mislaid, using technology makes for a slicker and more efficient operation which is easy to track and measure.
Barry Cooper said “nowadays, customers expect a modern retailer experience, and retailers who are maximising their use of technology impress customers the most. It’s too easy to miss off vital pieces of information about the vehicle, which can make all the difference to achieving the right hit rate and ultimately the price which underpins the importance of a robust and effective appraisal process, ideally digital and integrated into the dealer’s digital remarketing process.”

Digital remarketing
Moving to digital remarketing using a system such as FullAppraisal allows access to market valuations using integrated data from CAP immediately after data entry. By transferring this information to an online auction site such as FullAuction, retailers can be sure of a quick sale to a national market at minimal transaction cost. Vehicles that have been more accurately appraised benefit from a higher average selling price through confident bidding.
Combining your appraisal process with an e-auction site ensures an end-to-end trade management solution that is efficient, stress-free and profitable.
The paperless age is here!

AM Live 2016: The Customer Journey At Your Dealership – Is It Fit For Purpose?

Posted on by Kate Shakesheff

Purchasing a car is not only a financial commitment for consumers but also involves a significant emotional investment. Cooper Solutions will be exploring the customer journey and the impact technology can have on this experience, as well as covering the acquisition of used car stock and disposal of vehicles during a best practice masterclass at the new AM Live expo.

Product Head Simon Whicher and Business Development Manager David Abel take to the stage to provide dealers with the knowledge they need to deliver the modern retailer experience. Breaking down the entire process, beginning with important contact points like CRM data capture, how digital appraisals can lift the customer’s perception of the process as well as providing a highly efficient and credible valuation method, and FCA compliance. The seminar will incorporate video and client testimonials to share retailers’ best practice in these areas and how the use of online auctions can help boost stock turn and ultimately profitability . Taking place on 16 November at Milton Keynes Arena, the expo is the first of its kind for the automotive retail sector and is free for dealer and manufacturer delegates upon pre-registration.

Commented Whicher: “ Avoiding duplication when entering information and eliminating chances that paperwork could be mislaid creates a more professional and engaging process with customers. The use of technology makes for a slicker and more efficient operation which is easy to track and measure. We find those who maximise their use of technology are the ones securing greater exposure and demand for their vehicles, in turn driving up margin and improving average trade debtor days. We also find it’s too easy to miss off vital pieces of information about the vehicle which can make all the difference to achieving the right hit rate and ultimately price which underpins the importance of a robust and effective appraisal process, ideally digital and integrated into the dealer’s digital remarketing process.

According to Cooper Solutions, transaction costs for online auctions can be nine times less than physical auctions. The company’s figures across the whole site over the last five years reveal a 72% conversion rate on first time listings, rising to 89% with a single relist, and 94% with two relists. Meanwhile, vehicles which are more accurately appraised benefit from an average uplift of £125 per unit through confident bidding activity.

AM Live is the only event of its kind on the automotive calendar, a one-day expo where leading sector suppliers take part in a huge exhibition highlighting latest products, services and developments alongside a jam-packed programme of ‘best practice’ seminars, an F&I theatre and a law clinic where dealers can pose legal questions.

Best Practice – Cooper Solutions’ Top Tips for online appraisal

Posted on by Kate Shakesheff

Attention to detail
We all know accuracy is key when it comes to appraisal, but it can be all too easy to lose paper forms while interpreting colleagues’ handwriting can sometimes be problematic! Using digital software is a very simple and effective method to record the information needed. With a tablet-based tool, dealers are able to quickly input key figures, while targeted prompts ensure no information is missed out during the process.

Saving time, keeping interest
Appraising a part-exchange can be a time consuming process. However, by using web-based tools, salespeople can shave valuable minutes from the data entry. Plus, by using technology with which customers are familiar, such as iPads, dealers can involve their clients in the process. This not only helps conversation flow, but also builds rapport and encourages a feeling of honesty and approachability with the sales team.

Transparency is key
Harnessing the power of digital is critical if dealers want to get ahead in today’s ultra-competitive market. By using digital software, dealers can get instant live market valuations using integrated data from CAP immediately after data entry, creating a smooth transition towards talking about finance options with the customer. Integration with CDK then ensures the part-exchange is tracked throughout the sales process, with the vehicle details instantly sent to online auction apps for the best possible profit margin.

Cooper Solutions Celebrates Double Milestone

Posted on by Kate Shakesheff

Cooper Solutions, provider of niche, web-based solutions for franchised dealerships, delivered its 10 millionth insured loan day this month, as it celebrates 15 years of business in the UK automotive retail sector.

The milestone loan was arranged for a service customer by Cotswold BMW Group’s Cheltenham dealership, which uses the entire suite of Cooper Solutions products and has benefitted from the FullCover insurance system since it was launched in August 2004.

Looking back over 15 years of continuous growth, managing director, Barry Cooper, has seen great change in the automotive retail industry. Now employing 35 staff out of its headquarters in Barford, Warwickshire, Cooper Solutions works with more than a third of the UK’s dealer network.

Cooper said: “The greatest lesson we’ve learnt is that adversity and competition are good for our people and the business. Both can be uncomfortable, but it’s how you respond that is key. We go away, dust ourselves off, think about how we can be better and execute a plan, which generally strengthens our position and sees us ahead of where we were initially.

“The company philosophy is that great service is inherently linked to impressing customers with simple, efficient processes that are quick, consistent and managed with the appropriate technology. Our mission is to provide niche, web-based solutions that complement the DMS, enhancing performance, processes and profitability across the business.

Cooper Solutions now works with more than 1700 franchised retailers who use one or more of its seven products. The FullCover insurance solution was developed using feedback from dealers and has been hugely popular; with the underwriter having paid out more than £11 million in insurance claims helping to protect policy premiums. Plus, the online auction platform FullAuction now boasts more than 50,000 vehicles sold since its launch.

Cooper added: “We have enhanced customer perception of the retailers who use our products by helping them to deliver a more efficient customer service. The ability to carry out online driving licence lookups, deliver paperless loan forms and provide electronic vehicle appraisals means that retailers are closer than ever to providing a paperless experience, something which many customers expect.

“FullCover’s licence check facility has been used more than one million times, and we estimate that we have prevented around 10,000 uninsurable drivers from taking a courtesy loan car off a retailer’s forecourt.

“We’re very happy that the 10 millionth loan day was achieved by Cotswold BMW, with whom we have worked so closely since 2001. To highlight the success of our partnership with them, we have donated £250 towards its chosen charity and we look forward to building on our relationship in the future.”

Andrew Hulcoop, managing director at Cotswold Motor Group, added: “We’ve worked with Cooper Solutions for many years now and find its products add considerable value to the efficiency and performance of our group. The team continues to help us enhance our customers’ experience by creating new solutions that use innovative technology and we look forward to future developments.”

Cooper concluded: “At its core, Cooper Solutions is a people company, we employ great people and ensure they buy into our ethos and culture. The relationships with our customers are long term, we listen well, know a good idea when we hear one and will continue to work hard to keep our products at the forefront of the retailer:customer environment. With more years’ combined experience helping retailers than we’d care to admit, plus decades of industry experience on top, we really are dealership people at heart.”