PIVOT is the Industry’s First process-based analytics platform that aligns to the Industry Financial &
Operational model for Sales, Service and overall dealer operations.
Real Time Dash-boarding – PIVOT collects data each hour to provide you will real-time dashboarding so
you can keep a pulse on the performance of your service organization. PIVOT will identify and help you
proactively react to opportunities before your customers bring these issues to your attention. This results
in your service organization delivering unparalleled levels of customer service in your marketplace.
Territory Design with Balance Workload – PIVOT provides some uniquely different benefits surrounding
your service territory design. PIVOT contains a data governance module that monitors your data for
meter rolls, 0 meters, machines active but not serviced for extended periods of time (just to name a
few). The objective is to fix the common abnormalities that exist in dealers’ data to ensure you are
building your territories off of your true active MIF with any data skew being corrected to ensure 80% or
greater territory integrity from your service structure.
Parts Spending Plan Development – PIVOT is the only analytics platform that ties into your company’s
financial goals. Based on your company’s targeted Parts COGS financial goal to the Industry Model,
PIVOT will disseminate the company planned parts spending $ down to each field managers team and
each technician’s territory. Everyone now knows what their contribution to the overall company parts
spending objective should be. If people know where they should be, then they naturally start to manage
to that expectation. This is a great vehicle to get a quick ROI on your PIVOT investment.
Predictive Car Stock Development – all current methods of car stock development use the most recent 6
months of actual tech parts usage to determine their recommended car stock items. That methodology
is flawed. Territories by design change (add machines, lose machines, add techs, lose techs, redistribute
workload to techs based on changes in your MIF). The normal changes that occur in service requires us
to realign territories and slightly change the model mix of machines a tech services over a 6-month time
period. Therefore, PIVOT is the first analytics platform that uses a balance of actual usage and predictive
usage in order to adapt a car stock immediately to any changes a manager makes to the model/mix of
machines contained in a tech’s territory. This results in very accurate car stocks and an decrease to your
parts reschedules.
Parts Analysis Dashboard – let’s assume you have built your territories and generated your techs car
stocks. However, you still have a few techs with higher-than-normal incomplete rates. This is where the
Parts Analysis Dashboard can help. You can select the tech warehouse you need help with and let PIVOT
conduct the analysis for you. PIVOT will determine the current inventory dollar value of the tech,
determine if their current car stock is achieving the benchmark turns, identify part that are diminishing
in usage that min and max setting need to be decreased on and parts that are increasing in usage that
min and max setting need to be increased on, identify the parts related incompletes, the parts used on
the incomplete calls, if those parts were supposed to be in the techs car stock, whether those parts
incompletes were in or out of territory, what parts should be pulled out of the techs car stock on the
next inventory audit, what parts have the potential to become obsolete and should be removed from the
tech’s inventory immediately. As well as, the financial impact this is having on the company and the cash
flow impact that it is having on the company.
Customized Tech Expectations – PIVOT evaluates the model/mix of machines, volumes, and geographic
territory size of each tech’s territory and provides the expectations outlining what that tech should be
able to achieve relative to territory performance metrics. PIVOT provides tech expectations that are
based on the environment the tech is working in which allows for realistic stretch goals for the tech to
achieve based on the machines in their assigned territory.
Effective Tech/Field Manager Bonus – The PIVOT Bonus program is based on each tech’s ability to attain
their customized territory-based stretch goals. This bonus is fair to the techs because it is based on the
territory they support. The Field Managers bonus is based on their team’s results against their team’s
planned performance. In addition, the bonus payout contains a 1-page reconciliation sheet for each
tech/field manager that makes their bonus payout easy to understand. The PIVOT Bonus potential can be
adjusted as the company profitability improves. As a result, when the company service GP increases,
then the amount of bonus payout a tech/field manager can earn could also be set to increase. As the
company earns more the techs/field managers can potentially earn more as well. This is a great
motivator to ensure the techs/managers are focused on the processes that drive real business results.
Tech Portal – techs no longer must wait until they have a one-on-one with their manager or until they
receive a report from the company to know how they are performing. The PIVOT Tech Performance
Dashboard gives each tech on-demand access to their actual performance against their PIVOT
Expectations (planned performance). This allows techs to take ownership of their performance and
course correct as needed to ensure they are reaching their performance potential. Transparency creates
an environment of no surprises on how your techs are performing against their planned performance.
Alerts & Notifications – Managers and Techs should receive a limited number of valuable alerts that are
delivered to them on areas of opportunity to improve their service performance and maximize the
customer experience. PIVOT monitors and analyzes performance on an hourly basis to the industry
benchmarking model. PIVOT determines where your service opportunities exist, down to the tech level,
and alerts you to where your focus should be to improve the customer experience, maximize service
efficiencies & productivity while controlling cost.
Automated Call Quality Audit Process – PIVOT has the first automated call quality audit process. PIVOT
allows you to customize your company’s call audit form, analyze tech performance and recommended
the # of audits per tech, PIVOT recommends machines to audit that are least likely to have the total call
performed on them, the manager conducts the audit from their phone or smart device, photos, videos
and processes can be directly attached to the audit (picture is worth a thousand words), and the audit is
electronically delivered to the tech upon completion by the manager. Managers appreciate how easy and
seamless the PIVOT call audit process is to execute on an ongoing basis.
Automated Technician Performance Review – Managers are required to evaluate their techs
performance on an individual basis (usually semi-annually or annually) that is often tied to a pay increase
opportunity. This can be a very cumbersome process for service managers to execute and requires a lot
of time and energy to gather the data to conduct these reviews in a meaningful, fact-based manner.
PIVOT automates the Tech Performance Review process and shows where each tech is performing to
their plan and the overall performance rating of the tech on a scale of 0% – 100% with 100% being the
best possible rating. Now you can have a fact-based performance discussion with each tech on demand
and determine salary increases from measurable results versus subjective analysis.
CPC Analysis Dashboard – having reliable and accurate CPC data is critical in determining your CPC out
cost to sales and ensuring acceptable profit margins in service. Also, it is important to quickly identify the
models with the lowest cost to maintain to ensure you are proposing the correct device in competitive
deals that allows an aggressive CPC out cost to sales while maintaining accept profit margins in service.
The PIVOT CPC Dashboard accomplishes this and also has a data governance module that excludes meter
rolls and extreme variances in your data from the CPC analysis. In addition, certain call types can be
excluded from your CPC analysis and your Burden Rate can be adjusted to your company’s true burden
rate to get an accurate CPC that you feel comfortable making pricing decisions on.
