Key insight
"Compared to our previous DMS, it's like chalk and cheese – the most important thing is that everything that I was told in the initial chat with John has been delivered. I believe that Titan really are different to other UK providers – we are treated as well as we like to treat our customers. That says it all."
James Spiller, Partner
We noticed improvements immediately across the board. My staff felt confident in the system and with the help of Titan fitting in with our processes, and the things we wanted to change across our dealerships, we started to see benefits.
Trust
"The most important thing is that everything that I was told in the initial chat with John has been delivered.
I believe that Titan really are different – we are treated as well as we like to treat our customers."
Relationship
"We built a great relationship with John from the initial call. He spoke about becoming part of a family, being looked after, and that Titan were different to other DMS providers.
These were exactly the things I was looking for."
Visibility
"We now have full visibility of parts prices, inventory, returns and most importantly, exact profit on every transaction."
Value
"As it stands today, I am very happy with the costs."
Why change DMS?
We were very unhappy with the support we were receiving from our previous supplier - it started during live week and continued after that initial period.
We felt like there was no real help, the training was not great and that we weren’t important to them.
We asked for further help a number of times without reply, then were told that if we required someone on site to assist us, it was £600 a day!
This was the last straw considering we didn’t feel that we had been taught how to use the system properly in the first place.
How did you first hear about Titan?
My Service Manager, Bryan, saw a post by John (Kilburn) on LinkedIn and we decided to give him a call.
What made you choose Titan DMS over other products on the market?
We built a great relationship with John from the initial call. He spoke about becoming part of a family, and being looked after, and that Titan were different to other DMS providers. These were exactly the things I was looking for – and the passion shown by John for Titan in the initial conversations made me believe that Titan could be the system for us.
Subsequent demos with Gareth & John again showed that they really do care, and it went on from there.
How did Titan approach the initial consultation for the changeover?
Some of the Titan team came on site and did a thorough scoping visit. We had several demos of the system, (and, again, this was never too much trouble even when a further demo was requested at short notice) enabling us to discuss what we spoke about in the demos in relation to the physical dealership.
We went through every department and role to make sure everything was covered and the system built to the correct configuration that we needed.
How would you describe the training provided by Titan up to go-live?
The training was good and consisted of detailed one-on-one courses in a dedicated classroom at the dealership.
How did Titan manage the 'go-live' in your dealership?
I was very happy with go live.
After the on-site training week prior to live date, Titan stayed on site for as long as we needed, as was promised in my initial conversation with John. The guys were always available to help and all of my staff felt very comfortable in the knowledge that they could go and speak to them at any time, with any problem, and it would be dealt with.
Did Titan deliver your new DMS on time and on budget?
Yes. Again, in my initial conversations I was told that Titan would always be honest with me. We set a live date but it became apparent to Titan that because our brand new dealership showroom was not completely ready, it would be better for us if we delayed the install of the DMS until we were all in the new building. I did not want to do this at first so we had a honest conversation and Titan told me why it was best for us to delay. I agreed to this and can say in hindsight, it was definitely the right thing to do.
Was the transition to Titan straightforward and trouble-free?
With all new DMS installs there is a settling in period, so we had the usual questions and issues when a brand new system is installed. But with the guys on site and the support, these were mostly dealt with.
How would you describe the support provided by Titan after 'go-live'?
Really good. Everything we have asked for has been provided without hesitation, including lots of help on-site. Again, we were promised in the first call we had that we would be looked after, and this has been proven so far.
How soon after the Titan implementation did you notice improvement in your departments'?
We noticed improvements immediately across the board. My staff felt confident in the system, and with the help of Titan fitting in with our processes and the things we wanted to change across our dealerships, we started to see benefits.
Can you provide examples of improvements to your business due to Titan DMS?
SALES - Vehicle sales are now very easy to complete but the remarketing of customers with a proper integrated CRM has been a particular highlight.
SERVICE - Putting Titan into Otter Vale highlighted weaknesses within our service area that have now been eradicated.
PARTS - We now have full visibility of parts prices, inventory, returns and, most importantly, exact profit on every transaction.
FINANCE - A huge plus of Titan is that they have helped us basically set up of a brand new internal department built around the DMS that has streamlined operations and tidied everything up.
Using only three words, how would you describe the Titan DMS product?
Refreshing (in their approach), Powerful (specifically reporting), Longevity (growing in the UK and we want to be part of that)
Given what you know now, would you still have made the change to Titan DMS?
Yes – compared to our previous DMS, it is like chalk and cheese. The most important thing is that everything that I was told in the initial chat with John has been delivered, I believe that Titan really are different to other UK providers – we are treated as well as we like to treat our customers. That says it all.
What advice would you give to dealerships not on Titan DMS?
Have that initial chat because based on my experience (even though I was still a bit sceptical), Titan have delivered on their promises.
What is the overall mark you would give to Titan?
9.5 out of 10.
Thanks for the feedback, James