Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
×
Jason Unrau

Jason Unrau Freelance Contributor

Exclusive Blog Posts

How to Properly Execute Pickup and Delivery

How to Properly Execute Pickup and Delivery

Dealership service departments who don't offer pickup and delivery are at a severe disadvantage these days. Find out why, and get tips to properly implemen…

Vision for the Industry: Former Volvo Exec on His New Role at Motoinsight

Vision for the Industry: Former Volvo Exec on His New Role at Motoinsight

Motoinsight, the innovative company behind one of the world’s leading digital retailing platforms, has just brought Alex Lvovich into the fold. As th…

How to Find Clarity in the Chaos

How to Find Clarity in the Chaos

As we move from the warmth and relative stability of the summer to the pending (or active, in some regions) lockdowns of autumn and winter, the uncertain…

Be NICE: How to Embrace Compassionate Leadership at Your Dealership

Be NICE: How to Embrace Compassionate Leadership at Your Dealership

You can listen to the full podcast here (and subscribe!): BE NICE KPI Cafe In this episode of the KPI Cafe, "Playground Director II" Jeff…

Check out the 2020 Innovation Cup!

Check out the 2020 Innovation Cup!

  DSES 2020 was fun. I wish we could have met everyone in person, but we were able to gain some great insights from experts in automotive.&nbsp…

Is the Service Department Keeping Customer Data Secure?

A quick visit to the dealership for an oil change isn’t exactly the riskiest behavior someone can engage in. The routine procedure should do nothing more than keep the engine running well. But for some dealers, a common service visit can unknowingly expose customers to possible identity theft and fraud.

LifeLock reports that the ever-growing problem of identity theft affects more than 16 million Americans annually. It’s a common problem. And if you’re having trouble figuring out how an oil change and identity theft are connected, consider this scenario.

Jane brings her Dodge Durango into the dealership for routine maintenance. In the Express Lane, the technician prints out a parts request and heads to the parts desk. After grabbing the oil filter and charging out the oil, he heads back to the bay and tosses the parts request into the trash or a stack of scrap paper. All it contains is an RO number, VIN, the customer’s name, and address.

Harmless enough, right?

Someone with bad intentions gets their hands on a stack of these parts requests. Still no big deal since LifeLock says an identity can’t be stolen with just a name and address. But it can be to mine more information.

With a name and address, a fraudster could look up public information that may contain details they need to know to commit identity theft. Examples include phone numbers, marriage and divorce records, education records, employment history, and more. Social media can provide birthdays and employment info in seconds.

That can lead to thousands in legal bills, years of red flags, and untold hours of frustration and tears. All from a scrap piece of paper.

Guard Customer Data

Preventing the potential for customer data getting into the wrong hands is a relatively easy task for the service department. All it requires is putting documents into secure shredding bins rather than the garbage, and securely filing the important docs. Diligence is the tough thing to master.

Everyone handles much of the same information. Invoice reprints, repair orders, estimates, and parts requests all contain enough information to cause issues.

Service advisors must ensure all repair orders are kept securely out of sight during their day and correctly filed with all documents attached after the work is complete.

Cashiers should ensure invoices are kept out of reach and that any reprints or mistakes are disposed of in secure shredding.

Technicians and parts advisors should toss parts requests into secure bins as soon as is feasible.

If it has customer information, it’s sensitive information. If it was your information and you wouldn’t be comfortable having it get out, protect it as if it were your own.

 

Morgan Hardy

I've heard of some CRM companies selling customer information. Could be rumor. Also the DMV. 

 Unlock all of the community & features  Join Now