How to pull CP Gross/RO per advisor from CDK, Reynolds & Reynolds, and Tekion — and how to read the numbers once you have them.
CP Gross per Repair Order is the single most important number in your service department. It tells you, at the advisor level, how much gross profit your store earns per customer-pay repair order. Everything else — coaching plans, performance conversations, target-setting — flows from this number.
The frustrating reality is that most service managers already have access to this data. It's sitting in their DMS right now. The problem is that it's buried inside reports designed by software engineers, not service directors, and pulling it in a usable format takes either significant effort or knowing exactly where to look.
This guide walks through the exact steps for the three most common DMS platforms.
What CP Gross Per RO Actually Measures
CP Gross per RO is calculated as:
(CP Labor Gross + CP Parts Gross) ÷ CP RO Count = CP Gross/RO
This is customer-pay only — not warranty, not internal. If you mix in warranty ROs, the number gets distorted because warranty labor and parts gross are calculated differently. Always filter to customer-pay when benchmarking advisors.
Why Per-Advisor Matters
Store-level CP Gross/RO hides the spread. Here's a real example of what that looks like:
| Advisor | CP ROs | CP Labor Gross | CP Parts Gross | G/RO |
|---|---|---|---|---|
| J. Rivera | 148 | $38,240 | $22,100 | $408 |
| D. Marsh | 162 | $35,640 | $21,800 | $354 |
| C. Vega | 144 | $27,880 | $17,100 | $312 |
| T. Okafor | 139 | $21,450 | $13,900 | $255 |
| L. Navarro | 155 | $29,000 | $19,200 | $310 |
| STORE AVG | 152 | $30,442 | $18,820 | $327 |
The store average of $327 looks passable. But Rivera at $408 and Okafor at $255 — that's a $153/RO gap. Across Okafor's 139 ROs, that's $21,267 in gross that doesn't exist because he's writing the same number of repair orders at $153 less each.
How to Pull It in CDK
Open the Service Advisor Productivity Report
In CDK Drive: Service → Reports → Service Advisor Productivity. Set your date range to the full month. Select "Customer Pay" in the RO type filter.
Export to Excel
Click the export icon and choose Excel (.xlsx). The default columns include labor gross, parts gross, and RO count per advisor.
Add a G/RO column
In Excel, add a column: =(Labor Gross + Parts Gross) / RO Count. Format as currency. Sort descending. That's your advisor ranking.
Filter out internal and warranty
CDK sometimes includes warranty in the default view. Make sure your RO type filter is set to CP only before exporting. Check the column headers — "CP Labor" and "CP Parts" should be specified.
How to Pull It in Reynolds & Reynolds
Navigate to Service Department Reports
In ERA: Reports → Fixed Ops → Service Advisor Summary. Set month-end date range. Ensure the Work Type filter is set to "C" (customer pay).
Select the Advisor Performance Summary
This report includes Labor Gross, Parts Gross, and RO Count per advisor. Some configurations show Hours Sold here as well, which you'll want for HPRO.
Export and calculate
ERA exports cleanly to CSV. Same calculation: (Labor + Parts Gross) / RO Count. The R&R export usually requires a bit more cleanup — watch for summary rows and dealer totals that will inflate your per-advisor numbers if included in the calculation.
How to Pull It in Tekion
Go to Analytics → Service Performance
Tekion's reporting module is more modern than legacy DMS systems. Navigate to Analytics → Service → Advisor Performance. Set date range and filter by Pay Type: Customer Pay.
Use the Advisor Breakdown view
Tekion shows G/RO natively in some dashboard views — but it often includes all pay types by default. Always filter explicitly to CP before reading the number.
Export via the download icon
Tekion exports to Excel or CSV. The column structure is cleaner than CDK/R&R but the field names vary by version. Look for "Customer Pay Gross" and "Customer Pay RO Count."
What Benchmark Should You Be Using?
The right benchmark for G/RO isn't a single industry number — it's your brand's benchmark. A Toyota advisor targeting $300/RO is in a different market than a BMW advisor targeting $500/RO, even if they're writing the same number of tickets.
The more important comparison is internal: each advisor against your store's target. Your GM or service director should have a monthly CP Gross/RO target. If you don't have a formal target, take the top three advisors' average and set that as the store benchmark.
Once You Have the Numbers, Then What?
Pulling the data is step one. The harder part is translating those numbers into specific coaching conversations. An advisor at $255 G/RO needs a different conversation depending on whether the root cause is low HPRO (inspection depth), high discount rate (price confidence), or low ARO (presentation breadth).
That's where the six pillars come in — and why pulling G/RO alone isn't enough. You need the full picture to know what to actually say in the coaching conversation.
We Pull All of This For You
Email us your monthly DMS export — any format, any system — and we calculate CP Gross/RO and all six performance metrics per advisor within the hour. No Excel formulas. No filtering. Just the numbers and the coaching plan.