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No aftersales complaints process
There was no defined way of handling a customer complaint once a sale was made, and no consistent process to work from.
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Ideal Car Ltd
From spreadsheet risk to confident, protected trading.
Ideal Car Ltd had no structured aftersales or complaints process, and an accounts function run entirely on spreadsheets. With MYDV's Terms & Conditions, complaint handling process, single-entry accounting and a new website, the dealership has moved from reacting and firefighting to a controlled, well understood way of trading, freeing the MD to focus on running the business rather than the paperwork.
01 / Before
No process, and no protection when things went wrong.
Before working with MYDV, Ideal Car Ltd had no structured aftersales or complaints process, meaning disputes that could have been resolved early were instead escalating into formal claims. Behind the scenes, the accounts function was entirely manual, run on spreadsheets.
Complaints escalating to claims
Without clarity, disputes that could have been resolved directly were instead escalating into formal claims.
Fully manual accounting
All accounting was done manually using spreadsheets, with no single source of record and a significant monthly time cost.
Legacy DMS dependency
The dealership relied on its previous DMS provider, with fees of an established but inflexible legacy system.
Sale completed
Vehicle sold, transaction recorded manually.
Complaint raised
Communication around a complaint is the first proper record of the issue.
Escalation to claim
Without early resolution, the issue often ends up as a formal claim.
02 / What we did
Terms, process, accounts and web, brought under one partner.
MYDV worked with Ideal Car Ltd across four areas: contractual terms, complaints handling, accounting and their website, replacing fragmented, manual working with a single, supported way of operating.
Terms & Conditions review
Reviewed and put in place robust customer facing Terms & Conditions, giving the dealership a proper contractual footing for the first time.
Complaints handling process
Introduced MYDV's complaint handling process and supported Ideal Car Ltd in applying it with confidence, acting as an ongoing partner on new cases.
Accounting migration
Migrated the dealership from manual spreadsheet accounting and its previous DMS to MYDV's single data system, removing duplicate manual work.
New website
Built Ideal Car Ltd a new website at the start of the partnership, replacing their previous provider.
Onboarding and adoption: The Terms & Conditions and complaints process were adopted quickly, and the accounting and DMS transition ran with no disruption to day-to-day trading.
03 / Results
From exposure to control, in the first six months.
The impact was immediate on the contractual side, and compounded over time as the new accounting system bedded in.
Repaid in month 1
The investment in the new process was repaid within the first month.
Zero large refunds
Across the months since adopting the complaint process, no large refunds have had to be issued.
A day a week back
Manual spreadsheet accounting reduced to a single-entry system.
Seamless DMS switch
The move to MYDV’s system ran with no disruption to trading.
Weekly time on manual accountingA simple view of the change
Before
1 day
With MYDV
1 hour
04 / Feedback
In the dealership's own words.
Feedback from James, Operations Manager at Ideal Car Ltd, shown here for his review and validation before publication.
“The transition to MYDEALERSHIPVIEW was seamless, the accounting side is done for us using their single data entry system, and we have a robust complaints management process through MYDV as a partner, which has allowed us to focus more on sourcing and selling cars.”
James, Operations Manager, Ideal Car Ltd
Client feedback
Additional feedback
“We had reservations about leaving an established DMS provider and moving over to a new partner. Those concerns quickly disappeared, as reflected in the results here. Support from MYDV has been there whenever we’ve needed it, including during a larger volume of complaints, and we’re confident in the process going forward.”
James, Operations Manager, Ideal Car Ltd05 / Outcomes that prove it
Beyond the headline figures, these are the specific outcomes.
These are the evidenced outcomes behind the change at Ideal Car Ltd.
Terms & Conditions protected the business
New Terms & Conditions gave Ideal Car Ltd proper contractual footing within weeks of engagement.
Proof: disputes can now be handled with clarity rather than disputed liability.
Complaints handled with confidence
The team learned and applied MYDV's complaint handling process, becoming more confident in managing cases directly.
Proof: zero large refunds issued since adopting the process.
Accounting migrated without disruption
The switch from manual spreadsheet accounting to MYDV's single data system ran smoothly, with no disruption to day-to-day operations.
Proof: full accounts migrated within the transition window.
A genuinely proactive partner
MYDV proactively reviewed Ideal Car Ltd's complaints and legal exposure, without being asked, to spot potential issues.
Proof: issues reviewed proactively before becoming formal complaints.
The MD, freed to focus on the business
With accounting and complaints handled day-to-day by the new process, the MD has more time for sourcing and selling cars.
1 day/week
of manual accounting time saved.
Relocating to larger premises.
Growing into a larger site, with MYDV as the constant
Ideal Car Ltd is preparing to relocate to a larger site as the business grows. The dealership has confirmed the partnership with MYDV continues into the new location, with a phased change considered as the move takes shape.