Reynolds and Reynolds ERA-IGNITE DMS Product Overview

Product Snapshot

Why Reynolds and Reynolds –
The vendor’s top arguments to select them

1) One Complete System: Reynolds Retail Management System is built as one solution to work efficiently and drive consumer engagement at all points of interaction.

2) Increased User Efficiency: ERA-IGNITE was built from the ground up to eliminate steps within the previous text-based system.  This architecture streamlined functionality while maintaining functional business rules and provided new retailing capabilities.

3) Improved Management Effectiveness: Retail Management Intelligence provides a single application for all reporting needs and includes Dashboards, ad hoc reports, exception reporting and application reports all with drill-down functionality.      

4) Service, Support & System Utilization: A dedicated account team is assigned to plan, install, and support the system.  Numerous onsite, remote, and online training and support options are available to promote and monitor system competency and utilization

Product Highlights

Key Features of R&R ERA-IGNITE

• Access all reporting from one application (Retail Management Intelligence).
• Fewer steps to complete daily tasks supported by drill-down capability throughout the system (as compared to ERA®).
• Embedded training to save time and promote utilization.
• Customizable dashboards, reports, graphs, keyboard shortcuts, and user permissions.  
• Singular name file with centralized accounting capabilities across multiple stores.
• Ability to serve single-point to the largest dealership groups in the nation.
• Reynolds Retail Management System can serve the entire dealership as the sole integrated solutions provider. 

About ERA-IGNITE

The Reynolds and Reynolds DMS was built from the ground up with efficiency and ease-of-use at the core of the system’s development.  The Windows-like solution was introduced in 2010 to replace the previous text-based ERA version and is commonly referred to as ERA-IGNITE.  The new system architecture provides functionality that is intuitive to the user and eliminates and consolidates screens for a more efficient platform.

ERA-IGNITE is the foundation for Reynolds Retail Management System.  From a product development perspective, products are designed and built to work as one tightly integrated, complete system.  The DMS supports supplementary Reynolds offerings to enhance and connect core processes throughout the dealership, utilizing a single database (singular name file).  Reynolds Certified Interface is the approved bi-directional integration method available to third-party companies wishing to integrate to ERA-IGNITE.

System utilization is central to the DMS design and support model; functionality is built-in throughout the system to ensure optimum employee engagement. Manuals, video tutorials and other reference materials are available electronically, directly within the system. Computer Assisted Instruction is another built-in feature that assigns users training based upon their role and provides hands-on learning opportunities.  A dashboard module allows managers to monitor how effectively employees are using applications and provides color-coded report cards.  The Technical Assistance Center and Reynolds Solutions Specialists are available to employees for one-on-one help at the dealership. Also, Reynolds offers offsite classes at their regionally located assistance training centers.

Core DMS Functionality by Department

System Home Page & Dashboard

The ERA-IGNITE system allows users to configure favorites on the system home page that display preconfigured links to job specific applications (permission based) and reporting tools for quick navigation upon system login.  Favorites can be modified in real-time by the user based on job requirements and user permission. A tip of the day is displayed to promote utilization, as well as links to system enhancement documentation, full user manuals, and short videos. The user can have up to twenty screens/applications open across multiple monitors at any given time. Calculator, calendar, customer feedback, and instant messaging features are also accessible directly from the toolbar.

System Home Page

The ERA-IGNITE Retail Management Intelligence Dashboard combines multiple application reporting capabilities into one reporting application.  The Dashboard allows the user to create personalized data modules of up-to-the-minute information across departments or the entire organization.  Information can be displayed as text, charts, thermometers, or speedometers and shows KPIs with drill- down and modify capabilities.  Users may have up to 20 different dashboards configured by department, dealership, or enterprise depending on the requirement. Data is refreshed every time a screen is reloaded and refresh buttons on each module update data in real-time. Modules can be emailed to users enabling remote access.

For an enterprise user (multi-dealership), Dashboard tabs can be customized to provide easy identification of stores or business units. Predefined Dashboard templates are provided and can be customized, saved, and shared.  The module-sharing feature is especially useful for teams and management to establish consistency while visually managing through a common “scoreboard”.

Dashboard

Numerous spreadsheet “like” reports are accessible directly from Retail Management Intelligence.  Throughout the entire ERA-IGNITE system, worksheets are very flexible with drag and drop columns as well as add, delete, and sort options.  Reporting is flexible with capability to export to Excel and e-mail.

Sales and F&I

A new vehicle deal can begin directly within the ERA-IGNITE core Sales/F&I tool or may be imported directly from Contact Management (add-on CRM).  A step-by-step deal screen builds a retail or lease payment utilizing aftermarket adds, service contracts, etc.  Integrated real-time rates and residuals from financial institutions reduce errors and speeds the F&I process.

The deal screen incorporates customizable (by dealership) sub-menus that allow for single line item entries such as deal fees, service contracts, and selling price to be broken out in detail. This functionality allows the user to view all the detailed information relating to the line item without taking up screen space on the primary deal screen.

Deal Screen

The single name file database design ensures accurate customer records across one or multiple stores.  The centralized structure is especially relevant for campus environments where customers are likely to work with multiple company owned dealerships.  Reynolds delivers the name file to each store via a branched configuration.

Standard F&I management reports are customizable by user. Reports are easy to read on the screen with instant filter, sort, and add/remove functions to manipulate the data view.  In addition, the reports offer the ability to drill down to transactions via hyperlinks.

Service & Parts

ERA-IGNITE’s service application includes Reservation Manager.  The tool provides the user with a snapshot of the service department’s upcoming appointments and available resources including loaners, shuttle service, and waiting room space. 

Customer record look-up combines several traditional screens into one: search, name results, owner’s vehicles, and owner’s appointments shown on one screen.  This feature allows the service writer to quickly identify the customer without creating new records and greatly decreases double entry.  Icons are utilized throughout the system for quick indicators of customer and vehicle statuses. 

Once a customer is selected, the onscreen service tool includes drill-down hyperlinks, calendar controls and customer comments.  The integrated comments feature provides customer history at a vehicle and consumer level. The tool can highlight items such as customer preferences, payments due, personal data, and vehicle service history.  The comments stored within this feature are available across departments and are a great way to communicate customer specific information.

Detailed access to the customer record is available to the service writer during the write-up process. Information such as privacy, demographics, dealership status (VIP if using RFID for Service) and lifetime value is displayed. This information provides valuable customer handling insights when completing the transaction.

RO write-up functions including promise time, estimate, transport, labor operations, parts and pre-defined complaint statements all displayed on one main screen through prompts and drop-down menus.  The writer has access to the 10 most recent transactions relating to a particular customer for quick-reference during the write-up process.

As the RO is finalized, the service writer can use the system’s instant message feature to communicate with the parts department. The system will prompt the counter personnel that parts are pending for an RO and will provide notification if insufficient parts are in stock to complete the job.  An optional email receipt with online credit card payment is available when closing tickets and receipts can be printed or emailed based on customer preference.

Add-on solutions for mobile, vehicle inspections, report cards, technician dispatching, and service price guides are available and outlined in the Departmental Upgrades to the Core System section.

Accounting

The accounting home page is the hub for various accounting functional areas, including:

• Business Office Transactions
• Financial Analysis & Inquiry
• Fixed Operations Transactions
• Month/Year-End Procedures
• Vehicle Transactions
• Payables
• In-Depth Schedule Search
• User-customized common procedures and favorites

All accounting reporting can be accessed directly through Retail Management Intelligence including Report Generator, Monthly Metrics, General Manager Exception Reports, Dynamic Reporting and the DOC.

Example functionality for a posting employee includes access to the Retail Management Intelligence Vehicle Sales Dashboard Module. It includes accounting work in process combined with F&I Sales data.  Drill down by deal number (F&I), reference number (accounting), and stock number allows the user to drill into each deal and quickly visualize deals that have closed in F&I and those that still need to be posted in Accounting.

The electronic DOC view shows G/L account detail with drill-down capability to transaction-level data.  Full system functionality is available from the source document including transaction modifications.  A keyboard shortcut allows the user to view the specific items that make up any line within the DOC.  This provides managers the ability to be self-sufficient and to cross reference, which accounts attach to the line item.      

Onscreen OEM and generic financial statements can be viewed throughout the month with the ability to drill-down into specific entries. Trial close functionality is available at any point in the month.

Departmental Upgrades to the Core System

Reynolds and Reynolds has positioned itself as an integrated solution provider. Reynolds Retail Management System is designed to support retailing operations throughout the entire dealership.

docuPAD®: Tabletop touch-screen based interactive F&I selling solution

This system puts the sale process in the customers’ hands through the use of electronic menus and video presentations. Documents are stored electronically and use electronic signature capture.  Customers can receive a thumb-drive with documents at the end of the sale. (This system is patented by Reynolds.)

Contact Management: CRM solution

Allows users to track leads, manage all prospect and customer follow up, and create focused marketing. The system is written in HTML5 so it can run on any device.

eNegotiator: Sales / F&I add-on; chat system for sales person & desk manager

Allows for quick dialogue between the sales person and desk manager without the need to leave the customer.  “Customer command” feature outlines a set of pre-defined (customizable) questions to seamlessly communicate shopper parameters via a ping to the desk manager.

Desking: Sales / F&I add-on, closely integrated with eNegotiator

Offers full deal comparison capability for up to six scenarios across model and/or brand.  Customers view their selected vehicles side-by-side with outlines of features/specs, pricing, finance options, and incentives.  The interface is consistent between the desk manger and F&I office, offering direct access to credit application processing, rates, menus and more. 

Service Price Guides: Reynolds service pricing guides

A Reynolds team manages over fifty million line items utilizing third-party, OEM, and dealership data to establish a sophisticated guide for service department pricing.

ReyPAY: integrated credit card processing

Linked credit card system that eliminates transposition errors and encrypts the entire transaction.  Reynolds partners with OpenEdge, a division of Global Payments to connect payment information to the customer.  Print and e-mail receipts are available with electronic signature capture.

Integrated Document Management: Data archiving solution

Specific transactions and documents generated by the system are automatically filed in a PDF archive without the user needing to facilitate the process.  Stored documents can be printed, emailed, or exported.

Reynolds Integrated Telephone System:

This caller identification system prompts representatives with a snapshot of the customer’s history and pending activity.  For existing customers, the representative will see name, address, current vehicle, lifetime value data, equity status, special order parts status, and service history.  Each data piece is hyperlinked for one-click accessibility to the full record within the DMS.  First-time interactions are auto-populated through reverse phone lookup (if available) and pushed to the CRM as a prospect.  New customers and contact updates performed within Reynolds Integrated Telephone System are accessible in real-time throughout the DMS product suite.

Add on Auto: Accessory Selling Solution

An in-store automotive accessories point-of-sale solution to help dealers sell accessories within the dealership. Customers can use the solution to select an automation of their chosen accessory added to their specific vehicle while waiting to go into F&I. Training and ongoing results tracking are included with the product.

The Platform

ERA-IGNITE is the Windows-like graphic user interface product that replaced the text-based interface, ERA.  Reynolds rewrote the application in a modern environment providing a streamlined interface that consolidated screens, eliminated steps, and reduced keystrokes to accomplish traditional functions more efficiently. 

The system is based on a single name file database, eliminating duplicates and greatly reducing redundant entry.   For multi-store dealerships (especially relevant in a campus environment), the single name file allows groups to accurately track true customer history and lifetime value.  This feature is organized through what has been termed as “branched architecture”.

Users have the choice of purchasing onsite servers or a hosted version located in the Reynolds data center.  Reynolds Data Center is comprehensive with redundant power and networking located in Dayton, OH.  The system requires Windows PCs (is not supported to work on MAC), Lexmark printers for optimal printing, and ancillary hardware based on add-on solutions.  Reynolds does sell hardware but doesn’t require customers to purchase their PCs or printers.

All code is written and tested by U.S. based developers.  The Technical Assistance Center (support) also tests software before release.

Installation & Support

Upon choosing the Reynolds Retail Management System, the Reynolds planning team executes the installation in 5 phases: planning, preparation, training, live-operations, and follow-up.  The planning and preparation timeline is 2 to 3 months; while the training, support and follow-up phases require 4 to 6 weeks.

Planning: The planning team will review solutions for the dealership; schedule installation dates, and have an on-site planning meeting. 

Preparation: During the preparation phase, Reynolds will work with the dealership to organize training, prepare/ship/install hardware, program F&I forms, and validate a data conversion test.  A data conversion team works with other system providers to convert DMS data if the user is switching providers.

Training: Between the first and second/final data load validations, employees can train using the dealership’s data and familiarize themselves with the system’s functions.

Go-Live: Onsite trainers support process flow changes through end-of-month before transitioning to traditional support. 

Reynolds does three major product enhancement releases per year.  Customers are upgraded to the new release over a 60 to 90-day time frame.

Account Team

The breadth and depth of DMS systems has driven Reynolds to establish an account team to support the entire dealership from installation to every-day use.  A sample account team would include:

Additional Support

• U.S.-based Technical Assistance Centers
• Over 300 field engineers with stocked vans to expedite problem resolutions; arrival within 4 to 8 hours
• Same-day support through repair center
• My.reyrey.com for information on specific system applications and the latest ERA-IGNITE release, as well as access other support needs.
• Instant feedback sent to Reynolds from any ERA-IGNITE screen (Reynolds uses feedback for future system enhancements).

Training Options

Computer Assisted Instruction (included with core DMS package)

Basic software training integrated into the ERA-IGNITE system and automatically assigned based on user access (these courses can be reviewed and retaken at anytime).

Webinars (included with core DMS package)

Live, online courses covering a couple specific software topics each month. 

Onsite Training (included & additional cost options)

The core package includes onsite software training at installation.  Once the software is running, a dealership can purchase additional or repeat training delivered by a Reynolds associate at the store.

‘Net Classes (additional cost)

Live, instructor-led training offered online for small groups.  Participants can share screens with the instructor allowing interaction and troubleshooting.

Classroom Training (additional cost)

Manager-level courses covering broad areas of software held in one of two locations in the nation (Houston, TX and Dayton, OH).

On-Demand Training (additional cost)

A dealer can request a custom ‘Net Class session or Classroom Training course at a specific date and time. 

Contracts

The average contract term is around five years. Additional terms and pricing options are available to fit each dealerships unique needs.  Customers can see billing information online at anytime.

Company Profile

• Type – Privately Held
• Size – 4,300+ Employees worldwide
• Founded – 1866 (business forms printing company)
  • Serving auto dealers since 1927
• Location – Dayton, OH
• Clients – Provides services for dealers and manufacturers in the U.S.A, Canada and Europe