Thermo King Central Carolinas (TKCC) is an authorized Thermo King Sales, Service, and Parts dealership located in Charlotte, North Carolina. The team at TKCC takes pride in their next-mile service, describing themselves as a customer-focused service provider that also sells equipment, not a transactional sales organization. The US-based dealership provides expert factory-trained service and a complete line of genuine Thermo King parts and equipment to customers across North Carolina.
Partnered with TKCC to develop custom dashboards and reports that measure various KPIs across various departments.
Delivered our pre-built BI accelerator that integrates with TKCC’s’ DIS management system.
Provided strategic recommendations and ongoing support to maximize the value of TKCC’s TARGIT implementation.
TARGIT’s understanding of BI, our industry, and the tools we operate within on a daily basis has been invaluable in our journey to becoming more data-driven. We’re so grateful for their insights, support, and strategic guidance.
- Jim Christian, President, Thermo King Central Carolinas
Service lies at the heart of Thermo King Central Carolinas (TKCC) truck and trailer dealership business. With a service center open until 10 pm during the work week and an expert staff committed to next-mile customer care, President Jim Christian tells us that this business is about more than one-and-done equipment sales.
“Customers appreciate the ongoing service and support we offer. They typically purchase our truck and trailer equipment once every seven to ten years,” Jim explains, “so our business relies on long-term relationships and excellent service quality, not day-one equipment revenue.”
As a service-first truck business, TKCC continually looks for ways to better support its customers by improving service quality, performance, and efficiency. However, their legacy business intelligence (BI) practices forced them to rely on manual data collection and reporting processes that were anything but efficient.
It used to take two to three days for employees to collect data for critical operational and financial reports. Once they sat down to run reports, inaccurate data and complex manual calculations caused frustrating errors. This left sales and service departments with unreliable revenue targets and required other team members to spend hundreds of hours re-running reports to get back on track.
“Some metrics were nearly impossible to calculate by hand. Multiple people were pulling the same reports and getting different results. We were intentionally calculating certain metrics the ‘wrong’ way because the true calculations were too difficult or time-consuming,” says Lynne Johnson, TKCC’s Operational Excellence Leader.
This dealership knew they needed a more accurate, efficient way to manage their BI processes, especially since nearly every employee was sinking time and expenses into tedious processes that weren’t yielding actionable insights.
Lynne explains that data is essential in the dealership’s efforts to prioritize continuous improvement, “a big part of my role has been helping the organization move from feeling-based decisions to data-driven ones.”
To ensure frontline employees, department heads, and leadership teams could make timely, data-driven decisions, TKCC needed a BI solution that would enable them to use data to identify and close gaps in performance.
What’s more, the platform also needed to integrate well with their dealer management system, DIS Quantum, and the other industry-specific tools like Fleetio and Rent Master they use to manage their operations on a day-to-day basis.
DIS Quantum is complex, and extracting the data it produces typically requires technical knowledge.
Before TARGIT, TKCC worked with a BI software vendor that lacked critical industry-specific knowledge in the truck and trailer space. The implementation process was slow and frustrating, as the vendor wasn’t familiar with DIS, Rent Master, and other dealer operating systems, which made it virtually impossible for them to configure the reports and dashboards the dealership needed to improve data visibility. The resulting solution didn’t come close to meeting TKCC’s business goals or the specific objectives on its strategic roadmap.
“We were especially impressed with TARGIT’s expertise in the truck and trailer dealership space,” recalls Jim. “I really appreciated that their team understood what we were looking for and offered solutions that perfectly matched our specifications.”
The all-in-one platform came with pre-built reports and analyses that helped TKCC get up and running quickly without time-consuming manual setup tasks. The TARGIT team also provided strategic guidance on the most relevant metrics in the industry to ensure Lynne’s team could maximize the value of the data they were pulling from their DIS and other sources. The result? A solution aligned with the dealership's specific business goals and gave them full control over how they use data in day-to-day operations.
Today, TKCC primarily uses TARGIT in the Services and Sales departments. Daily, they generate and review a hit sheet of their top key performance indicators (KPIs ) with service managers and frontline employees.
They also use automated reporting features in TARGIT to track monthly and quarterly goals related to Operating Profit, Revenue, and Outstanding Invoices. These reports help them spot inefficiencies, monitor trends and make informed decisions based on a real-time view of company performance.
The TKCC team also conducts comparative analyses for Parts & Services to measure positive and negative sales performance. Employees can use the results to identify and follow up with behind-schedule accounts. At the same time, they can follow up with positive accounts to determine how to maintain momentum and expand that momentum across their customer base.
TKCC has only been using TARGIT for a few months, but they’re already planning for the future. Lynne explains that they want to create new Inventory Exception reports during the slower season to identify obsolete parts, negative onhand quantities, and current stock. “These reports will give us real-time inventory availability that we can share with the service department or customers calling in to see if we have a specific part on hand.”
Jim, Lynne, and the entire team at TKCC believe that their employees can make better decisions when equipped with the right insights. Lynne explains that being intentional about identifying those insights is central to the dealership’s long-term BI roadmap:
“Everyone above our front line is already using TARGIT. For us, phase two isn’t about expanding who accesses the platform; it’s about enhancing how they use it and what insights it helps them uncover.”
The dealership prioritizes employees’ buy-in and feedback as they identify what KPIs they want to measure in TARGIT moving forward, both in the Services department and other business areas.
Service managers and leadership teams are already asking questions about TARGIT and are eager to learn more about its capabilities and applications. TKCC holds monthly Parts Manager and Service Manager meetings where managers discuss how they’re using TARGIT and where it’s helping them make better business decisions.
As Jim explains, “TARGIT puts all of our data at our teams’ fingertips. We went from very little data to a whole bunch of data, so we want to be strategic about what we roll out next and how each report aligns with our business objectives.”