Tone-Auto (SteadyControl Human Resources Control and Management System)

2021: Implementation of the SteadyControl Human Resources Control and Management System

Tatyana Kirillova, Head of Customer Service at Ton-Auto Group of Companies, shared her experience in implementing the SteadyControl system in a dealership:

{{quote 'The effectiveness of the dealership staff is an important point to be worked on continuously. We have always been open to the new, striving to keep up with the times and improve. Therefore, they implemented a control system Human Resources Management and SteadyControl.

A year ago, we introduced a system that makes the most transparent assessment of the quality of customer service in the dealership. SteadyControl includes tools for controlling and analyzing business processes. And now we have the opportunity to see and hear the interaction with all customers, analyze the effectiveness of the employee and the process and find growth points. We have statistics with which it is difficult to argue: there is a goal, indicators are built from it, below which you cannot go down. As a result, both the employee sees themselves from the outside, and management, especially in controversial situations, relies on facts rather than opinion.

What did we get when we implemented SteadyControl?

No manager has the ability to stand with an employee when working with each client and track the effectiveness of the manager throughout the work shift. And secret buyers who come once a month do not give an objective cut of the team's work. Thanks to SteadyControl, we can assess at any time what is happening in our showroom and what the employee is busy with.

There have been cases where administrators have not recorded customers coming in for the purpose of "just seeing." After the implementation of the human resources control and management system and its integration with our CRM system, we do not have unaccounted traffic. Another difficult task that the system helped solve is the long search for a manager for a visiting client. It happened that the administrator had to look for a seller throughout the salon while the employees dined, drove cars, etc. Now the administrator must call the seller on duty in a similar situation and this is where his function ends. If the seller did not approach the customer within two minutes, we will definitely see it. Everything was decided simply: the system records when the administrator's call was made and how long the seller went to the client. Further adjustment of the process is carried out by the head of the sales department.

Often the process of implementing an innovation carries a certain complexity for management. Thanks to SteadyControl, any new process in our cabin is implemented in one click. Now, immediately upon the emergence of a new requirement, we "stitch" it into the SteadyControl human resources control and management system.^[1]

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