I’d echo other industry observer’s recent comments about the current obsession with running a hosted DMS solution. It’s imperative for a DMS to have access to web services providing third party data delivery, and indeed using the internet as a transport mechanism for multi-site connectivity is a cost effective solution. The UK communications infrastructure is not mature enough to reliably run a remote web server based application as intensive as a DMS with adequate performance. How many problems do you have with slow Internet connections? We offer the service, but we don’t actively promote it. Keep your DMS server within your business. Most dealers owe it to their potential to review the DMS market. I believe that Gemini Systems Dealer Management Systems should be one of the systems reviewed. However some view change as troublesome and worrying. There is a simple question that needs to be levelled is your dealership achieving what it should if the answer to this is no then a review of your DMS is essential.

I am often asked about what changes are needed to dealerships to gain that competitive edge? What I can say is that without dedicated, trained and motivated staff even the best DMS in the world will fail. People and process are the most important things in any dealership. It helps if your DMS contains all the tools necessary.

Many in the industry now see that tools such as Showroom systems, Customer relationship management (CRM), analytical reporting, Internet marketing and time management systems are essential. These all should be available integrated into the DMS.

Choosing a DMS that suits your business is a bit like choosing a business partner, it needs very careful thought and consideration. The following were listed in the last issue as relevant questions to ask and are still essential today.

• How will it give us a return on investment and over what time?
• Where will it cut costs/enhance efficiency?
• Is it designed to grow with our business?
• Is it capable of operating multi-company, multi site, multi-franchise?
• Will it communicate efficiently with customers on the web, in the call centre and on the dealership floor?
• How good is the CRM part of the system?
• How easy will it be for staff to adapt to the system? What training is required?
• From talking to other users of the system, how good is the suppliers customer support?

Once you have chosen and implemented the DMS that’s where it begins. So many dealers forget that constant training and reviews of process need to be addressed. A decent DMS provider should always be prepared to share their experiences on good working practices. I also think that as business partners the dealer and the DMS provider should document process controls. Simple but effective training training training.