Who has Experience using ADP's Electronic Repair Order system ?

Hello dE members, has anyone had experience working with...

I just reviewed the initial proposal we received from ADP regarding the Electronic Repair Order system that they offer.

There is a large $ amount required up-front.

A lease can be set up for this at 36 months.

If you are currently using this please share...

What do you like Best about the Electronic Repair Order system that ADP offers?

What do you not like about the Electronic Repair Order system that ADP offers ?

Major Challenges of ADP's Electronic Repair Order system?

Are you receiving a Return On your Investment from ADP's Electronic Repair Order system?

Thank You

Chris Saraceno

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Permalink Reply by Mark Begley on July 6, 2014 at 11:08am

Chris, my question would be what are you trying to accomplish with ERO?

Right now I would assume your technicians write their comments on the back of the RO and your Advisor or Booker/Biller translates what is written on the RO into your ADP system. Are you trying to lighten the load on the those positions or are you trying to capture exactly what the technician's story is without any interpretation? There are pitfalls to both. ERO is great because it tracks the time the technician is working on the ticket and it gives the tech direct access to put in the exact story of his findings. However, most technicians aren't proficient at typing and this can take away a lot of their productive time. Neither the store or the tech gets paid unless they are spinning a wrench. Also, some techs need someone to curb their opinions of their stories. The customer may not like the naked truth! And finally, your factory warranty P&P manual clearly states a technician may only work on one vehicle and one job at a time. Therefore, your techs cannot work on multiple vehicles, as we know they do, without clocking in, clocking off, putting on parts hold, putting on authorization hold, etc... This can become very cumbersome for the tech and you actually wind up losing efficiency instead of gaining.

There are some great things about ERO but there are drawbacks as well. If you go in knowing the pros and cons - and get buy-in from your staff - you can be very successful with both. I just hope you aren't looking at automatic dispatching with it!