New DAR in Dealer Community

In order to further professionalise the dealer service standards and improve how we perform our reviews each year, the DAR will be joining cases and knowledge in the Dealer Community work space.

With the move to Salesforce the DAR will change style in how it will be performed. You will receive the DAR in the beginning of the year with a request for completion. Much of the known information will be already filled when it is received, however, you will be required to fill out and verify the information in the sections of general, territory coverage, machines and training and Q&A.

DAR general view:

You will be asked to provide information about branches and sub-dealers within your territory. If there is someone else in your organisation from branches with a Salesforce licence, it will also be possible to assign that Mini DAR to them for completion.

The questions section will require some images to be shared of specific areas in the dealership, tooling and service vehicles, not so far from the needs of the current DAR.

This will be timed and if not completed within 2 months an escalation process will be initiated with a possibility of being set at a default rate.

Once you have completed all required sections of the DAR you will submit it for approval. Bobcat will then review all information according to the Bobcat standards.

At this point the DAR may still be sent back to you for additional information or some correction, a chat function will be opened to make the flow of information between reviewers and you more efficient.

The final stage will be the creation of an action plan by your district Service Manager for the coming months, followed by the signature of the DAR. By signing the DAR you agree to follow the action plan for the improvement on your next DAR achievement.

Although DAR will still be utilised for setting warranty rates of dealers, this is a secondary function. The main aim of Bobcat is to effectively track and measure all dealers within the same standards and a common series of goals within the EMEA region.

Process, training and rules will be made available within the next few months to prepare you for this change and we look forward to collaborating together to secure our standards and the best customer experience of service possible. Keep your eyes open for more upcoming news.