CSN Bourgeois – January 2025 Shop of the Month

CSN Bourgeois, located inside Bourgeois Ford in Midland, Ontario, has been a proud affiliate of the CSN network since 2013. Despite being a small team, they’ve made significant strides in improving their processes and are now seeing the results of their hard work.

Working in a dealership setting comes with its challenges, especially when it comes to coordinating between different departments. But this team has managed to balance it all with skill and grace. They’ve recently been added as a DRP with both Aviva and Travelers, and they’re excited about the progress they’re making. Their Q3 2024 sales grew by 20% compared to Q3 2023, and Q4 is trending in the same positive direction.

One of the key areas they’ve focused on is Touch Time, which they use as a KPI to measure operational success. They’ve worked hard on improving scheduling, balancing driveables, non-driveables, and surprise/unscheduled dealer work. They’ve also made it a point to consistently enter dates in their estimating and management software, and they’ve even started testing out Advanced Repair Plans—slowing down during planning to speed up repair times later. This approach has helped them improve their 90-day Touch Time from 1.9 to 3.0 in just six months, while also reducing their Cycle Time from 23 days to 12.6 days.

Lead Repair Planner, Mark, has attended CSN regional meetings and found the afternoon training sessions incredibly valuable and highly recommends them to other Repair Planners and Managers in CSN.

The front office team has also made it a priority to take LMS courses, finding them both relevant and easy to digest. They appreciate that the courses cover not only industry-specific topics but also general management and customer service skills. Their goal is to complete two courses a month, but they’ve already discovered years’ worth of content that’s helping them in their day-to-day work.

Congratulations to CSN Bourgeois! Keep up the great work, and you’ll soon be in the running for the prestigious Shop of the Year award.