One of the biggest trends in automotive inspections is the introduction of digital inspections. Keeping track of inspection data on computer tablets rather than paper has several benefits and allows shops to communicate information more clearly and effectively to their customers. As more shops bring these technologies onboard, at least on a trial basis, what remains to be seen is whether digital inspections will revolutionize the industry. As with any new technology, digital inspections have pros and cons. Decades ago, everyone used landline phones; portable phones were new, uncommon, and unfamiliar. Today, most people have smartphones, and many have eliminated their landlines. Will digital inspection technologies have this effect on the auto repair industry? Only time will tell those shop owners who have tried or are currently using digital inspections to have strong opinions.
Pro: Enhanced Customer Confidence
Ultimately, the more customers trust the recommendations you're giving them, the more likely they are to proceed with your recommendations. The result? Higher average repair orders (AROs), which is every shop's goal. "Everybody loves getting an e-mail and text describing what's wrong and seeing their car," says Alan X, owner of German Car Depot in Hollywood, FL. "Being able to send a Constant Contact e-mail with a picture of brake rotors and brakes worn down to next to nothing virtually eliminates customer skepticism." Bill DeBoer, owner of DeBoer's Auto in Hamburg, NJ, agreed that digital inspections give shops the ability to do "show and tell" with customers, using actual pictures from their cars arrows pointing out problem spots. A picture truly is worth a thousand words.
Pro: Enhanced Productivity
Especially in the case of businesses with multiple locations, automated inspections allow owners to log onto their computers to determine which cars are being inspected or estimated, which are awaiting authorization and which are finished. It also allows owners to see how productive individual technicians are. Digital inspections allow you to look at which technicians are productive with which type of work, track that, and then dispatch the work appropriately.
Con: Learning Curve
Service advisors who are accustomed to paper inspections will need to get used to taking photos, getting customers' e-mail addresses, and explaining to customers that instead of receiving a piece of paper at the end of their inspection, they'll get an e-mail with that information in much more detail. The shift is similar to the shift in communication most people have slowly made, from communicating by mailing a letter to communicating by sending an e-mail.
Con: Technician Pushback
With any change, you can expect the "if it isn't broken, why fix it?" mentality. According to Alan, his shop is enjoying better AROs thanks to digital inspections, but "implementation has been extremely difficult."
What Should You Look for in a Digital Inspection Technology?
BoltOn, AutoVitals, and RO Writer are just a few of the companies offering digital inspection technologies. If you're intrigued and are interested in trying digital inspections in your shop, here are some things to consider before choosing a provider.
- How much will it cost, and how can you recoup that cost? Software is an investment; it's always wise to evaluate your expected return on investment. How much more work are you likely to generate with an automated versus paper system? How much more productive will your techs be? When you have photographic evidence to back up your repair recommendations, what ARO increase can you realistically expect?
- Will the software integrate with your existing system? If the answer is no, expect to be doing a lot of manual cutting and pasting and re-entering information. This is labor-intensive and will reduce productivity.
- Does the software really improve your ability to communicate with customers? The software may allow you to e-mail customers. Does it allow you to text them, though? E-mail inboxes can become overloaded and overlooked. Text messages are seen immediately and impart a sense of urgency.
If you're interested in learning more about the pros and cons of digital inspections, contact us at Business Actualization. This is a hot-button topic within the automotive service industry, and we'd love to hear your experiences and concerns about this new technology.
