CDK is a dealer management system (DMS) supporting multi-site auto dealers with task management and operational automation wtih analytics, from CDK Global (formerly ADP Dealer Services).
N/A
Fullbay
Score 9.0 out of 10
N/A
Fullbay is cloud-based shop management software built specifically for heavy duty repair shops, from the company of the same name in Phoenix, that supports invoicing, electronic work authorization, parts management, and includes a customer portal.
CDK Drive is great at connecting all the team members in service/parts. We used to have a foreman who had to dispatch work to each technician, which is now done through CDK Drive. Technicians can get help with part requirements/needs through CDK. Before, each technician had to go back to the parts department and wait. CDK Drive is good at offering an option to record and send a video of what was found on a service diagnosis, this helps with transparency and trust.
Fullbay has been a game changer for our organization. The the ability to sent approval amount for each service order, causing a red flag if the total goes over that amount and requires you to contact customer for re-approval. Using the customer portal allows the customer to monitor repairs and to also book in a unit for repairs, allowing for fewer phone calls inquiring on status of unit.
Fullbay provides communication between departments exceptionally well. Each Department can tell what the other department is doing or needs to do. The flow of the communication is very natural too.
Fullbay's technical support is top-notch. I have had several instances where I didn't either understand something or couldn't figure out how I needed to accomplish a certain task. I would search their extensive knowledge base which is well laid out. If I couldn't find my answer there, I would just give them a ring. There readily available phone support either had the knowledge on hand or was willing to find out.
The work flow that Fullbay provides is very natural. We struggled as a shop of 4 techs to find organization & efficiency. Once we started using Fullbay, we found that paperwork became very minimal. We also understood some organizational processes that we had needed were missing. It forced us to start rethinking how our shop was laid out and how we did things. As changes were implemented because of the process FullBay used, we found ourselves becoming more efficient which in turn led to us hiring more techs to turn out more work using the same amount of office personal.
The notification feature inside Fullbay is about the only thing I would say needs improving. There is not an option to set up a text or email notification if a customer leaves a note on a service order. You have to watch the notification area. If you don't look at it regularly you could miss a note from the customer. Not a pitfall, but something that could use improving.
Fullbay is very user friendly, well organized and intuitive. New users have caught on with only a few hours training. Techs are able to navigate thru there service orders with ease, even without a computer background.
Great job by everyone from the initial sales staff to the implementation team to the support staff. Always ready, willing and able to help out with any questions or issues that arise, even those from people who are simply not computer savvy and have had a hard time transitioning to a new product for everyday use.
Fullbay support is excellent. Front end training was well presented and organized well. As we started using Fullbay support was a phone call or email away. Once training was completed the support team was ready to help with any challenges. If we found a glitch or issue using the program, one email and someone was on it to fix our issues.
CDK Drive is way better, but from my experience, the integration process was very long and very painful and we feel CDK Drive could've made that less painful and less lengthy. Once it is working the way it should, I am sure that we will love it. Right now though, every time something else goes wrong, it builds on the frustration of the other 50 things that went wrong prior.
Positive, in that CDK Drive is helping us accomplish objectives that our auto group is presenting for our dealerships to improve/work on as a service dept.
Positive in that it keeps up with modern technology and customer expectations in these times with new offerings in communication, recordings, etc.
Positive in that it has a response to each requirement that the auto manufacturer comes to us with. OEM starts requiring a new process/offer, and CDK has a way for us to fulfill that.
Our shop had 4 tech producing 100 ttl hours / week. After implementing and understanding how to use Fullbay, we have been able to increase those numbers to 7 techs producing 250 ttl hours / week. All the while we are still using the same amount of office personal.
