Think about your own day-to-day experience in and around your shop. What’s slowing you down, and what do you wish could be easier?
Maybe it’s showing customers inspection findings, maybe it's just keeping track of all your repair orders as you wait for parts or approval to start work. Or maybe it’s bringing in new business.
No matter what you think could be improved, chances are there might be a better tool for the job of helping you manage your shop.
Look at it this way: Would you want to get rid of your 3D alignment rack to go back to the old-school way of taking angle measurements by hand to dial in toe and camber so your customers don't eat their tires and come back complaining?
Of course not, you're going to keep using that new rack that you paid good money for. And in all honesty, the same is true for running an independent auto repair shop.
Owners may have never really thought of it this way before, but relying on some old-school system to run their shop, manage repairs, order parts, stock inventory, and keep track of all their finances is just making things so much harder.
But shops that invest in the right tool for the job will not only make their shop more efficient but also have the opportunity to make even more money off the work they already do.
Just this time, instead of an expensive alignment rack, it’s a cloud-based shop management system.
On-premise auto repair software, AKA legacy systems, may have been the only way to go at one point, but they left a lot to be desired. If you're still using pen and paper, or something old school, some of these annoyances might ring a bell.
More than likely, you will have to go on-site to boot up your machine to check anything.
If a customer calls you when you stepped out for a moment, or texts you after hours, you can't get them a solid response until you're back in the shop. That’s limiting.
Older tools for managing your shop kind of only let you do things one way.
Generally, shops will need to learn how to create repair orders a certain way or they can only print out inspection findings in one format.
Older, rigid platforms also make it harder to access your shop's data, and they usually have extra menus to dig through or options to click to find exactly what you need.
Most of these older systems just aren't easy to understand. Chances are, you or someone you've worked with has felt like the system you use to run your shop just doesn't make that much sense.
Whether you're coming from a different shop with a different system, bought a shop and have to figure out how to use their existing system, or you're trying to hire new advisors or technicians and it takes time to train them on the systems.
Nothing is more frustrating than having your system go down while your shop is busy, having to call in and see if you can someone to stop by, and then fix whatever old-school pre-2000 computer you have sitting behind the desk.
That's not just a headache, it can completely bring your shop to a halt, and now you're relying on outside support that's not in your control.
Modern shop systems aren't just fancy bells and whistles. They help you run your shop in a way that lets you make more money off of the work you already do.
Cloud-based shop management system lets you build a streamlined workflow throughout the entire repair process: from the moment a customer walks into the moment a payment is sent to your shop, it flows through the shop management system.
This creates a seamless operational process for your shop which makes it easier to keep track of repairs and frees up technician and advisor time to provide better customer service. And, of course, great customer service in turn helps customers feel more comfortable approving repairs and coming back for repeat work.
Because modern shop management systems are cloud-based, nothing lives on your shop's computers, or stuffed in your binders. Why is that a good thing? Because you never have to worry about losing it!
All of your shop's operations, data, customer history, vehicle inspection findings, declined estimates, and everything, is collected and saved remotely. give shop owners the option to check on their shops remotely.
Cloud-based shop management systems are built with your shop in mind. From assigning jobs to tracking progress and prioritizing tasks, Tekmetric ensures that your shop operates like a well-tuned engine.
That means a user-friendly interface designed to make it easy for owners to manage their shop's workflow, service advisors to build and review repair orders, and easy for technicians to complete inspections and track their repair process.
And because modern shop management platforms bring everything that goes into running your shop under one roof, that means you gain access to modern ways for your shop to get paid.
Whether you want to enable your customers to send their payments directly over text for ultimate convivence, or even buy now, pay later plans to help customers cover the cost of a large repair bill, while also helping your shop stay secure from fraudulent chargebacks.
Whether you're looking to increase business at a single-location shop or grow into a multi-shop enterprise, a cloud-based shop management system is the right foundation for your expansion.
Because all of your shop finances, operations, and related data are stored within the platform, shop owners and general managers can see where things are going right, and where things are slipping, and better understand what changes they need to make. If one shop is seeing success, you can compare locations and implement the best practices in your other location.
When it comes to auto repair, a great customer experience can make the difference between a customer returning for future repairs or not. At Tekmetric, we recognize the importance of creating an excellent experience for your shop’s customers that meets their expectations and keeps them returning again and again. To accomplish this, we strive to offer a solution that helps you meet four key pillars of the customer experience: convenience, comfort, trust and loyalty.
For vehicle owners, choosing the most convenient shop is not necessarily about going to the closest shop. Rather, convenience is a matter of choosing the shop that makes their life easier.
With approximately 50% of all business shopping completed outside of regular business hours, convenience goes a long way – especially when it comes to auto repair. Customers may need to drop their vehicle off and pick it up later, rather than waiting in the lobby. They may even request to complete pick up after business hours. In all cases, convenient solutions can keep the pick-up process smooth and painless for both you and the customer.
Tekmetric’s two-way texting opens the door of convenience for vehicle owners. Two-way texting meets the customer where they are – anytime, anywhere. The vehicle owner can access updates to their repair process through a simple text, even from their office desk. Additionally, two-way texting can integrate with Tekmetric’s text-to-pay feature, so customers can pay from work or home, then come pick up the vehicle at their own convenience.
Traditionally, we think of comfort in a physical sense. For example, we might say, “that chair is comfortable.” Customers choose who they do business with based on how comfortable of an experience they receive. Having the tools and resources that ease the tension inherent with getting a vehicle repaired is critical to making a customer feel comfortable. One example that is often overlooked is the payments experience.
With Tekmetric’s “Buy Now, Pay Later,” option, shop owners can offer vehicle owners the opportunity to complete necessary repairs and pay in installments over time. An experience like this can make vehicle repair affordable and comfortable, no matter what the customer’s budget is.
Trust between an auto repair shop and vehicle owners is paramount. Not only can it make the repair process smoother for all parties during the repair, but it also contributes to building a lasting relationship for future repairs. A customer is more likely to trust you when you have demonstrated that you can create an experience that is convenient, comfortable and transparent.
Digital vehicle inspections (DVIs) are a great opportunity to educate vehicle owners on the health of their car by providing them with recommended repairs accompanied by photos and videos. Through DVIs, technicians can offer a holistic, transparent evaluation of the customer’s vehicle by highlighting both areas in need of repair and parts that are working well. The result? Customers can gain a better understanding of the technician’s findings, making them more likely to approve work – and return for future repairs.
Prioritizing customer convenience, comfort and trust contributes to an enduring sense of customer loyalty. Building loyalty drives your shop’s bottom line in the long term. A good experience for one vehicle owner can lead to a domino effect within their personal network, as they return for future repairs and make referrals to others. Therein lies the hidden gem of long-standing, thriving businesses: strong customer loyalty.
One of the ways to strengthen customer loyalty is through education and clear communication. Our integration with MotoVisuals demonstrates Tekmetric’s commitment to education and clear communication by showing customers what is wrong with their vehicle instead of simply telling them. Informing vehicle owners about the health of their car accompanied with pictures and educational videos creates a dynamic that is forthcoming, honest and geared towards educating the customer while also ensuring the car gets repaired.
A customer-centric approach can drive your shop’s performance and establish an excellent customer experience. Use these four pillars – convenience, comfort, trust and loyalty – to drive your shop, and you will create a seamless experience for your customers from start to finish. Whether it’s meeting them where they are financially or educating them about a repair, you can establish a consistent, excellent experience that attracts and retains loyal customers now and far into the future.
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In today’s auto repair industry, data can play a key role in a shop’s ability to repair a vehicle more efficiently and accurately. Traditionally, repair information was documented informally, often by hand on paper. Today, this information can be captured and processed electronically, leading to a significant acceleration of the repair process – and a more positive customer experience.
The transformative power of data extends beyond streamlining individual repairs. In fact, by strategically analyzing your shop’s data over time, you can also use the information to grow your shop. However, to maximize the impact of data, it’s important to know what kind of data is most effective to use in your shop. Some of the more evergreen data – performance over time – is useful in your long-term strategy, while others, such as real-time performance metrics, are more helpful in making short-term tweaks to promote better performance. In this blog, we’ll discuss how you can distinguish between evergreen and real-time data and where you can use both to grow your shop.
Before you can decide how to use data, it’s important to understand the difference between evergreen data and real-time data. Real-time data is live data that is available as soon as it is generated. It allows you to manage your shop and respond to situations instantaneously as they happen. On the other hand, evergreen data is used in hindsight, after a timeframe has ended. Most shops use this type of data to reflect after the repairs are complete.
Both forms of data have their uses. Real-time data allows you to respond to situations as they happen in a way that helps support your business. Evergreen data helps you track long-term trends and their effects on your shop. With Tekmetric, you can leverage both types to keep your shop running smoothly. When you leverage data strategically in all forms, you can optimize your shop’s operations and processes, create an excellent customer experience and prime your business for growth.
Real-time data enables immediate visibility into what is happening with your shop at any given time. From inventory to customer communication to repair progress, you can review different buckets within your shop and respond as the day progresses. This capability allows you to make decisions on the fly without having to wait until the end of the day, week or month to know which parts need to be ordered or how many repairs you have completed. Strategically, real-time data can be used for short-term decisions that have long-term effects, ultimately becoming an integral piece to growing the shop’s bottom line.
Examples of how you can use real-time data might include:
In addition to real-time data, you can leverage evergreen data by analyzing trends and your shop’s data for predictive forecasting. One of evergreen data’s biggest advantages is that it captures a period of time without the need for constant refreshing. This can help you review your shop’s performance over longer periods – year-over-year, month-to-month or quarterly – so you can implement long-term solutions to promote growth.
Examples of using evergreen data include:
Time is money. Evergreen and real-time data allow you to manage your shop’s time and resources in the most efficient manner to generate profit while providing an excellent customer experience. To grow your shop, ensure you are using both forms of data to your advantage. Combining evergreen data’s longevity with real-time data can lead you to a multi-faceted business strategy, creating a customer-centric approach that ultimately generates more cash flow, profit and growth.
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Thought Leadership
Shop Management
July 25, 2024
While it might not seem too obvious at first, there’s a unique opportunity for independent repair shops to enter the digital age. With the right tools for the job, auto repair shops can meet customer expectations at every step of the way, from texting inspection findings right to customers down to cardless payment options.
With the right features, independent auto repair shops can work faster, smarter, and more efficiently, while delivering the amazing customer service we’ve all come to expect.
June 4, 2024
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