Key insight
"Improvements were apparent once the team began using Titan after go-live, particularly around reporting, visibility, and having standard processes."
Sam Smibert, Financial Controller
I would take Titan any day over our previous DMS.
Efficiency
"The principal reason we changed was that the rest of the NGP Group was already on Titan DMS. Cost was also a key factor and overall we felt Titan DMS was a better program than the system the business was on before."
Service
"Having the support model was also important, having a helpdesk to call is very useful and we did not really get that same level of support with our previous system."
Insights
"The standard reports that come out of Titan have been very handy for the team.
Sometimes someone will call and ask how to get certain information and there is already a report on it."
Partnership
"For the team that was there, I would give them 10 out of 10. They were very good."
Why change DMS?
The principal reason we changed was that the rest of the NGP Group was already on Titan DMS. Cost was also a key factor and overall we felt Titan DMS was a better program than the system the business was on before.
When we purchased The Mike Blewitt Group, the plan was always to switch it across and from my perspective, aligning the group on one DMS was something I had been waiting for, and it has made a big difference.
What made you choose Titan DMS over the other products on the market?
We wanted alignment with the rest of the group and we wanted better value.
Having the support model was also important, having a helpdesk to call is very useful and we did not really get that same level of support with our previous system.
How did Titan approach the initial consultation for the changeover?
The approach was good. We had a couple of meetings, and Titan sent me the data they needed from me about how the business would be set up. They suggested that we might change a couple of things, so it was not just a case of, 'Here is what we are doing.' They consulted us along the way as they progressed the build.
They kept us in the loop about where they were up to and what was still missing. The communication worked well, and I had no complaints about how that was done.
How would you describe the training Titan delivered leading up to "go-live"?
I was on site for the first few days after go-live, and I saw the Titan team sitting with the people they needed to sit with to make sure everything was done correctly.
I think the most useful training happened once go-live had occurred and people were doing real work, which is how most people learn best.
The team was well prepared and there were no major traumas, which is unusual for a change process of this scale.
How did Titan manage the "go-live" in your dealership?
I was expecting far worse to be totally honest. I was expecting people to be ready to throw in the towel, because that is what often happens when an employer makes a change, but there was none of that.
Titan had the right people in the right places: the right people sitting with parts, admin, and sales. Nothing is ever perfect when you roll out something new on this scale, but on the whole, it was handled very well. I had people come to me with questions about how things were done, and I still get some of that, but I did not get complaints or anyone kicking up a fuss, which is a good thing.
The one rollout issue I can think of was around vehicle accessories that had already been costed in the old system and moving those into Titan. That was a bit of a challenge but apart from that, they were absolutely fantastic.
Did Titan deliver your new DMS on time and within budget?
Yes, Titan delivered on time and on budget.
Was the transition to Titan straightforward and trouble-free?
Yes, it was as straightforward as these things can be. Nothing is ever perfect with a change of this scale, but there were no major dramas and none of the issues were beyond what I would expect.
A big factor was that the group already had Titan knowledge internally. When people at Mike Blewitt had questions, they could often call someone at Prestige Automotive who had been using Titan for a long time. That internal support probably meant there were fewer problems than there would have been for a group switching over without anyone else in the organisation to speak to.
How would you describe the support provided by Titan after go-live?
The on-site support was really good. From what I observed, the Titan team were there pretty much sitting with whoever they needed to sit with for the whole time. I had no qualms there.
I have always found the help desk very good. There is the occasional question they cannot answer, and there is one issue we would still like resolved at some point, but in terms of the rollout and the support from the help desk, I have had no complaints.
How soon after the Titan implementation did you notice improvements in your department/s?
Improvements were apparent once the team began using Titan after go-live, particularly around reporting, visibility, and having standard processes.
From my perspective, overseeing both entities is far easier now. They are two separate legal entities and two separate databases, so I have two Titan sessions open all the time, but it is much easier than having separate DMS. We can have standard processes for everything, including the same end-of-month procedures, rather than two different ways of doing things.
Please provide examples of improvements due to Titan in your departments.
The standard reports that come out of Titan have been very handy for the team. Sometimes someone will call and ask how to get certain information, and there is already a report on it.
Another helpful improvement is greater visibility of the profit the sales team is making on a deal. We did not have as much visibility of that in our previous DMS. Now the sales manager can go into the deal and see exactly what gross profit is being made, which has been very helpful.
Using only three words, please describe your experience of Titan DMS.
PRODUCT - Modern, user-friendly, and, in some cases, restrictive (which is both a good and bad thing).
TEAM - Great, helpful, and attentive.
What is the overall mark you would give to Titan?
For the team that was there, I would give them 10 out of 10. They were very good.
For the system overall, I would give it 8 out of 10. I would take Titan any day over our previous DMS, but there are some things that are intentionally restricted in Titan, and that occasionally causes a bit of grief (although I understand why it’s like that).
Thanks for the feedback Sam!