Frazer Customer Service: An Expert Guide for Dealers and Support Teams

Overview of Frazer and the Role of Customer Service

Frazer (frazer.com) is widely used by independent auto dealers for inventory management, titling, deal paperwork, and reporting. Effective customer service for Frazer customers combines product knowledge (DMS/workflow specifics) with dealership operations expertise—sales cadence, compliance, and F&I processes. Support teams that succeed are those that can map Frazer functionality directly to a dealer’s KPIs: turn rates, days-to-sale, and title-cycle time.

For dealers, the value of Frazer customer service is operational continuity: quick resolution of a title hold, a VIN decode mismatch, or a point-of-sale print failure prevents lost sales and compliance penalties. A practical support operation treats each incident as a business interruption and measures impact in dollars-per-hour and units affected, not just tickets closed.

Support Channels, Hours, and Practical SLA Templates

Successful Frazer support should be multi-channel: phone for P1 outages, email/ticketing for reproducible issues, and a searchable knowledge base for routine tasks. Common dealer expectations are: phone escalation for system-wide outages, remote screen-share sessions for configuration issues, and scheduled one-on-one training for staff turnover. Estimating staff availability in your contract is crucial—many dealer support models assume 8:00–18:00 local time coverage with on-call escalation outside those hours.

Adopt simple, measurable SLA bands that align with dealer impact. Example template used by high-performing shops: Priority 1 (production down) — first response within 15–60 minutes, target restoration 4–8 hours; Priority 2 (critical workflow broken for single user) — first response within 2 business hours, workaround within 24 hours; Priority 3 (feature request/training) — first response within 3 business days.

Document escalation paths in writing: Level 1 (frontline support), Level 2 (technical specialist with DB/config access), Level 3 (product engineering). Require a named contact with mobile and email at each level and include expected update cadence—hourly for P1, daily for P2, weekly for P3—so dealers always know when to expect the next touch.

Onboarding, Training and Knowledge Management

A structured onboarding program reduces support volume by up to 35% in the first 90 days. Best practice: a 30/60/90-day curriculum that schedules system configuration checks at day 7, process audits at day 30, and KPI alignment at day 90. Each session should be recorded and indexed in the KB with timestamps and search tags (e.g., “title_printing”, “deal_save_errors”, “trade_in_entry”).

Invest in role-based training: sales staff receive short 15–20 minute micro-sessions on deal entry and speed tips; office managers get 60–90 minute workshops on reporting and compliance; new hires get a 2–3 hour driven walkthrough tied to checklist tasks. Maintain a living FAQ with screenshots, printable checklists, and a change log for software updates to prevent repeat tickets after upgrades.

Technical Troubleshooting: Field-Proven Checklist

When a dealer calls with a technical issue, use a repeatable troubleshooting checklist to shorten time-to-resolution. Start with environment checks (OS, java/.net versions, print queues), then replicate the issue on a local account or test terminal, and finally check server logs and API responses. Consistent diagnostics allow support to triage in under 12–20 minutes for 70% of common issues.

Key items to verify immediately include network latency to the Frazer host, recent Windows or printer driver updates, and whether a third-party integration (e.g., credit bureau or e-signature) recently changed credentials. Always request a console log or screenshot and ask the dealer to reproduce the problem while on the line—this reduces back-and-forth and shrinks ticket lifecycle.

• Quick troubleshooting checklist: 1) Reproduce issue; 2) Check recent changes (patches/config); 3) Verify local env (printer, OS, drivers); 4) Confirm integration auth and endpoints; 5) Collect log export and timestamp; 6) Apply temporary workaround and schedule permanent fix.

Key Performance Indicators (KPIs) for Frazer Customer Service

Measure support health with a compact set of KPIs that tie to dealer outcomes. Track Mean Time to First Response (MTFR), Mean Time to Resolve (MTTR), ticket reopen rate, and business-impact incidents per month (P1/P2 counts). Aim for MTTR benchmarks: under 8 hours for P1, under 48 hours for P2, and under 7 business days for P3 in mature programs.

Customer satisfaction (CSAT) should be captured after ticket closure with a simple 1–5 scale plus a short text field. Targets: CSAT ≥ 4.5, ticket reopen rate < 5%, and monthly P1 incidents trending down quarter-over-quarter. Use these metrics to allocate resources—if P1 volume rises, hire or cross-train a Level 2 specialist focused on integrations and title workflows.

• Essential KPIs: MTTR, MTFR, CSAT, reopen rate, P1 incidents/month, percent of tickets resolved remotely vs on-site.

Pricing, Contracts, and Return on Support Investment

Frazer licensing typically consists of a perpetual or subscription license plus a recurring support & maintenance fee. Many dealers budget support at 15–25% of license cost annually or choose per-terminal monthly fees that range widely depending on bundles (help desk, updates, backups). When negotiating, insist on clear definitions of included services: patching, updates, remote support hours, and on-site visits with hourly rates stated.

Quantify ROI for premium support by calculating avoided downtime: if a P1 outage costs a dealer $2,000–$5,000 per hour in lost sales and processing, then a faster SLA or a local field tech can pay for itself in a single incident. Require service credits in contracts for missed SLAs to align incentives and track monthly SLA compliance as part of vendor governance.

Best Practices for Dealers: Implementation, Escalation and Governance

Assign a single internal “Frazer champion” at the dealership—this person consolidates tickets, validates fixes, and ensures knowledge transfer. Hold a 30-minute weekly support review during the first 90 days and monthly thereafter, to review open tickets, patch schedules, and dealer-specific customizations. Keep a running risk register for items like title vendor changes or new local compliance rules.

Establish an escalation matrix in writing that includes operational impact thresholds (units affected, revenue at risk), named contacts at Frazer and your IT vendor, and a cadence for executive-level updates when an incident crosses the 8–12 hour threshold. Treat support relationships as strategic: regular product roadmap sessions and quarterly business reviews reduce surprises and help align Frazer feature releases to your dealership’s strategic priorities.

Contact and Next Steps

Start by cataloging your top 10 recurring tickets and the time lost per ticket; present that data to your Frazer account manager or support lead as the basis for a tailored SLA. Visit frazer.com for product documentation and to locate the official support portal or your account manager details—use contract contact information for phone numbers and escalation points rather than generic lines to speed response.

Implement the KPIs and checklists above within 30–60 days: you should see measurable reduction in ticket volume and MTTR within the next quarter. If you need a templated SLA or a sample onboarding schedule formatted for contract inclusion, request one from your vendor or use the examples provided here as a starting point for negotiation and governance.

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