Auto repair shops have been doing inspections for as long as there have been cars, but they have always been recorded on paper. Digital Vehicle Inspections (DVI) are inspections performed by technicians using a tablet to record the results. On some platforms, the inspection results are printed out and manually added to a shop management system (SMS). The best inspection software will store the results and recommendations directly to the customer's profile. Let’s take a look at the issues with traditional paper inspections and the benefits of DVIs for your automotive repair shop.
The Problem with Paper
Paper inspections were a great way to get the job done ten years ago because they were the only way. Technicians would ignore the annoyance of disappearing clipboards, service advisors would ignore the illegible handwriting, and customers would ignore the coffee stains and thumbprints. Some shops would go as far as to rewrite the inspection to show the customer, then walk them out to the bay to look under the car and point out the issue.
|
“The main issue with paper inspection is no two inspections are created equal.” |
The main issue with a paper inspection is no two inspections are created equal. For example, a Big Mac made by a 16-year-old in Los Angeles tastes the same as a Big Mac made by a 36-year-old in New York, right? Not so for vehicle inspection forms. They will look completely different, even if they come from the same technician. Imagine how different inspections look coming from four different technicians in the same shop. Now multiply that by four locations, and you start to get an idea of the magnitude.
If you work in a shop, you may know a service advisor who "cherry-picks" the services they sell. No one likes to hear the word no, and some services are easier to sell than others. Instead of suggesting the more expensive repairs, they only talk about the most pressing issues and let the customer know what they need to do to have the lowest ticket. They may think they are doing the customer a favor, but all they are doing is delaying the inevitable and possibly pushing the customer to another shop once the issue becomes critical. So, how do you solve these problems? Digital Vehicle Inspections.
Understanding Digital Vehicle Inspection (DVI) and Its Process
Think of DVI as a vehicle’s personalized health report. It's an in-depth assessment that provides a clear view of the vehicle's condition, complete with detailed photos and expert analysis at your fingertips.
How Does a Digital Vehicle Inspection Work?
- Service Technician Conducts the Initial Vehicle Inspection with Advanced Tools
Technicians begin by using tablets to meticulously inspect the vehicle, identifying parts that may need attention. This digital approach allows them to capture high-quality images of any issues, offering a visual guide to any problems that might need attention. - Detailed Documentation and Analysis of the Vehicle’s Health
Beyond just photos, technicians compile comprehensive notes. They highlight areas of concern and explain why certain components might require repair or replacement. In some cases, graphics are added to the images for clarity, ensuring customers can visualize what needs work. - Service Technician Reviews the Data
After gathering the necessary information, technicians send the report to service advisors. These advisors finalize and prepare the DVI report, including current maintenance recommendations and potential future services. - Customers Have Easy Access to the Report
The finished report is then sent to the customer via text or email, allowing them to review it conveniently from their devices. This open line of communication ensures that the customer is informed at every stage of the inspection process. - Service Technician and the Customer Make Repair Decisions
The service team is fully prepared to discuss any questions the customer might have regarding the inspection, from helping them understand the findings and collaborating with them to decide on the best course of action for their vehicle's maintenance.
Facts About the Powerful Impact of Photos in Vehicle Inspections
The last step of the DVI is to take pictures of the part. “With the photos, we don’t have to talk much. You know what they say: ‘a picture is worth a thousand words.’ It’s actually a silent service advisor. Our customers see the picture, and it sells itself,” said Superior Auto Repair owner Mike Thorp.
“The most powerful impact to the customer is being able to show them their car and what needs to be replaced and repaired,” Bud Wildman of Precision Auto and Tire Center said. “When service advisers send a report that’s well done, the questions are reduced, and the trust becomes very strong. The customer can recognize what we’ve done for them. The service advisors, as they sell the jobs, spend more time preparing the presentation, but they spend less time talking to the customer.”
Since his shop began using Mobile Manager Pro, Wildman, whose shop won the Automotive Training Institute’s Top Shop Award in 2014, said his average repair order has increased from roughly $380 to $510 with mobile technology. For new customers, that amount is often much higher, he said.
|
“Customers who can see for themselves what repairs are needed have been proven to overwhelmingly authorize recommended repairs.” |
For auto repair shops, photos create a greater level of transparency, which helps to improve customer confidence. Also, since vehicle condition photos are texted or emailed instantly, customers can see vehicle-related issues from their home, office, or wherever they may be. It’s like visiting the shop remotely. After they've reviewed the inspection, they become better informed about the health of their vehicle, and more likely to approve more services next time.
Customers who can see for themselves what repairs are needed have been proven to overwhelmingly authorize recommended repairs. We have seen customers text an approval from their mobile device within 1 minute, in some instances. Putting the power in the customers’ hands also lessens the need for the service advisor to push a sale.
Success Stories from BOLT ON Technology Customers Who Use Digital Vehicle Inspections
Digital inspections change everything. Using mobile technology, you can use customized inspections to do a simple tire report or a full bumper-to-bumper, multipoint inspection. The more you document, the more likely you are to make a sale.
At Nealey Auto Service, technicians go through the 50-point inspection process, marking any necessary repairs or maintenance and making notes in the designated section. He pays his technicians 0.3 hours for the inspection, which is usually all it takes to complete one.
“If I'm a tech, and I'm not getting paid to do a full courtesy inspection, I would see that as a burden on my day,” AJ Nealey says.
Creating a digital vehicle inspection couldn't be easier. First, the technician enters a note about the part being inspected, then they put in a corresponding recommendation if it is needed. To speed up the process—and increase uniformity—some software will offer canned notes and recommendations. The next step is to choose a color to grade the part: Green = Good, Yellow = OK, & Red = Bad. Utilizing a color grade helps the vehicle owner better digest the inspection's findings.
The True Benefits of Digital Vehicle Inspections for Customers
Establishing trust is crucial for auto repair shops, and digital vehicle inspections (DVIs) serve as a vital tool in building trust between shops and their customers. Here are four examples of how customers benefit from Digital Vehicle Inspections:
- Empowerment Through Information: With clear, visual evidence and detailed notes, customers have all the information they need to make informed decisions about necessary repairs, both immediate and future.
- Seamless Communication: The inspection results, complete with recommendations, are conveniently sent to the customer via text or email. This ensures they’re always in the loop without having to chase information.
- Efficiency and Expertise: Technicians utilize the latest technology to conduct thorough inspections, which speeds up the process and ensures accuracy and precision in identifying issues. Customers don’t have to wonder if the repairs are actually needed, ultimately building trust in your shop.
- Collaborative Decision Making: Beyond just a repair list, DVIs encourage a dialogue between the customer and the service team, which is always ready to address any questions or concerns, helping them make the best decisions for your vehicle.
BOLT ON Technology's software is more than just a tool—it's a transformative solution for auto repair shops aiming to enhance efficiency and customer satisfaction. By integrating digital vehicle inspections into everyday operations, shops can offer a higher level of transparency and engagement, providing customers with detailed, easy-to-understand reports that foster trust and improve service approval rates. With features like instant photo sharing and real-time updates, BOLT ON not only streamlines the communication process but also positions your business as a forward-thinking leader in customer service and technological integration. Embracing this innovative software is an investment in the future, ensuring that both your team and your customers experience the true benefits of modern auto repair technology.
See how much BOLT ON Technology can save your shop with our ROI calculator.
