New DAR in Bobcat Service Cloud

In order to further professionalize dealer service standards and our annual review process, the DAR will be merging cases and knowledge in the Bobcat Service Cloud.

Bobcat is in the final stage of testing this tool and we have already received a lot of positive internal feedback. The last stage — dealer testing — is going to be conducted soon.

With this move, the way how DAR is performed will change. You will receive the DAR in February with a request for completion. Much of the known information will be already filled in for you, however, you will be required to fill in and verify the information in the sections of general, territory coverage, machines and training and Q&A.

This is the general menu of the DAR interface:

Within territory coverage you will be asked to provide information about branches and sub-dealers. If there is someone else in your organization from those branches with a Bobcat Service Cloud license it will also be possible to assign a 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 much different to the needs of the current DAR. A printable page from the DAR handbook will be available to help you capture all documentation which needs to be shared with Bobcat.

This will be timed, and if not completed within 2 months, an escalation process will be initiated with the possibility of being set at a default 60% warranty rate.

Once you have completed all required sections of the DAR, you will submit it for approval where the internal members will review all information according to the Bobcat standards of the full EMEA region.

At this point the DAR may still be sent back to you for additional information or correction. The Chatter function will be available to speed up the flow of information between reviewers and you to make this more efficient.

The final stage will be the creation of an action plan by your district Service Manager for the coming months, followed lastly 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.

If any information provided to Bobcat is found to be incorrect or misleading, we are reserving the right to put a warranty rate penalty in place, so make sure to ask all dealers to provide the best level of information and documentation possible.

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

Process, training and rules will be made available ahead of the DAR launch to prepare you for this change and we are looking forward to collaborating together to secure our standards and the best customer experience of service possible. Stay tuned for more news coming soon.