Nearly two decades ago, the term “the connected shop” emerged, supported by a new standard called “iShop”. The discussions focused on how digital assets could be leveraged to bring information, tooling, parts, and other metrics together to support higher levels of efficiency in the workshop.
A few years later, when I was attending the annual AAPEX show in Las Vegas, I saw this concept presented for the first time. The demonstration consisted of shop management systems, shop service equipment, and information service providers. The demonstration focused on a technician tasked with a wheel alignment receiving vehicle information populated straight from an SMS work order.
The connected shop is supported through standards developed through the Automotive Aftermarket Industry Association (AAIA), who would later become the Auto Care Association. Today, the iShop standard helps support a multitude of system integrations focused on improving efficiency with the tasks we perform in and around the workshop daily. This article will focus on several real-world examples and share some concepts you may want to consider adopting within your operation.
There’s no question that the automotive service business is complex. Transactions with today’s consumer continues to evolve. In my opinion, the consumer’s lack of knowledge in regard to complexities their vehicles possess is a huge challenge. Whenever I am presented with challenges, I try to look at the bigger picture in search of opportunities. This lack of knowledge on the consumer’s behalf presents a major opportunity for us as professional automotive service providers. However, with the internet at the consumer’s fingertips, they can quickly attempt to upgrade their knowledge at anytime. This is why we as service professionals should be prepared to provide accurate knowledge and information seamlessly when the need presents itself.
Shop management systems
In 1986 I was working in a shop that was contemplating a transition from handwritten work orders to a computer-based system. At that time, personal computers weren’t that popular. For anyone with a lack of computer experience, the thought of implementing such a change was quite scary. Ultimately the shop adopted the new technology and we were on our way to introducing automation into our daily routines.
Looking back, many of the solutions the SMS provided forced the shop to adopt new methods to bring it all together. Soon, we would come to realize that many of those systems were written by folks that really didn’t understand the shop workflow.
Today, the market has come a long way, resulting in several SMS platform tools that let workshops save time and communicate more effectively with their clients. Back in my early days, the SMS we were using were client-based. To use them, a special application had to be installed on each machine. Modern cloud-based applications only require a web browser. All of your data is stored off-site, so you can access your information anywhere in the world.
Another cool thing about these cloud-based apps provide the freedom to adapt to your workflow. For instance, you could be performing vehicle inspections with a dedicated tool that can attach digital information to the work order. In some cases, the SMS may allow for a solution where the inspection is embedded right inside of the work order. Attaching pictures, images and more is often supported as well. Additionally, the cloud-based system has come in hand for us even when there is a power outage and or internet failure which we’ve experienced on a few occasions. With a laptop, tablet or phone connected via 4G, we could keep on working. In the past, we were subject to not only zero access, but potential loss of data.
Diagnostics
Diagnostics continue to play an important role in the repair process, though customers have difficulty understanding them. In my shop, we’re highly successful at selling analysis time up front. We provide the customers with a high-level list of tasks we’re agreeing to perform in order to potentially resolve an issue. Once the customer sees the list of operations, they soon begin to realize the value of the diagnostic service.
During the analysis, our technicians will typically insert health check reports, DTC’s, freeze-frame data, scan data parameters, scope images, pictures, videos and more as they build a story around the problem. Once a diagnosis is made a repair estimate is prepared followed by the service advisor sharing the findings with the client.
Since the supporting diagnostic data is part of the work order, the service adviser can use that data to further illustrate the deficiencies the vehicle possesses with the client. We’ll email or text the consumer the findings and walk them through solutions over the phone. Another powerful attribute of the test data being embedded within the work order is archival. Vehicle history records are extremely important and if a vehicle suffers a failure down the road, related or not, we can quickly access the facts (see Fig. 1).
Case study
A few years ago, we had an early 2000’s Toyota Rav4 towed in with a complaint that the vehicle was running hot and had a rough idle along with the MIL being illuminated. After inspection we found that the client had a coolant hose that split open and subsequently caused engine damage requiring head gasket service.
After issuing a successful repair, and we sent the customer down the road. Fast forward six to seven months later where the customer drove to the shop and walked into the office very upset. When we asked about their situation, the customer responded with “The car is doing the same thing as it was when I had it towed in.” We asked what specifically is it doing and the customer responded, “The yellow engine light is on.”
We attempted to explain that this could indicate something else was wrong and this of course didn’t settle down the customer’s demeaner. The service adviser then proceeded to advise the customer that we would perform a scan and produce a health check to assess why the MIL was on. Within a few minutes the service technician had the health check attached to the new work order and the service advisor could see that the vehicle now has a fuel evaporative leak DTC.
As soon as the service advisor showed the customer the report from the first visit with the misfire DTC’s due the leaking head gasket and the new report with the fuel evaporative emissions DTC, the attitude quickly changed. I happened to be in the office that day and witnessed all of this happen in real-time. What I observed was an awesome thing to see. I immediately reflected on what this experience would have been like in the past where we didn’t have that information available at our fingertips and was so happy we didn’t have to go there.
Digital marketing assets
Since adopting the cloud-based SMS, we’ve taken thousands of pictures, videos, and collected tons of vehicle data which we use in some of our marketing efforts. From time to time, we come across interesting pictures that would qualify for a short story that could be used in one or more of our social platforms.
The process flows like this: Once the appropriate individuals are made aware of an image or scenario of interest, the image will be copied and added to a marketing channel we have set up in an application we use for internal communications called Slack. Once the image is in that channel, the marketing folks can draft up a short story for review and possibly perform some basic edits the photo/video such as lighting, saturation, notes and or by adding visual cues (see Fig. 2),
Workflow, specifications, disciplined inspections
Service technicians are often tasked with with looking up specifications such as torque specs, fluid specs and more. Today’s modern SMS platforms can add even more efficiency by providing quick access to this essential information right inside the repair order (see Fig. 3).
Ensuring that the inspection process is carried out uniformly regardless of staff member is highly desirable and goes a long way towards ensuring that every vehicle is inspected per our adopted standards. In some cases, such as a driveability or an electrical system analysis, a digital check lists can help to prevent an overlooked and sometimes critical step from being missed. As we all know, situations like this could possibly lead to a misdiagnosis.
Complying with local state regulations can also be ensured by forcing the SMS to populate every work order with a specific task. In California, service facilities are required to check, record, and adjust the tire pressure of every vehicle entering our shop. This tire pressure inspect/adjust job is added automatically to every work order created in my shop. When a battery is installed in my shop, there are a series of follow-up tests that are performed to ensure that the new battery is not being installed in an otherwise compromised vehicle. This is what our checklist looks like: see Fig. 4.
At times, we may receive vehicles that have had other unsuccessful repair attempts performed elsewhere. Before assigning a vehicle to a technician, we may task office personnel with research to determine whether the vehicle has any applicable bulletins or known issues and attach these items to the work order. This is a powerful exercise, as I have personally witnessed technicians successfully come to the right conclusion when dealing with a complex vehicle problem. Not only that, but with a modern SMS, we’re able to communicate these challenges with the client. We can show how complex these issues really are, and how we as professionals will deliver. I have been involved in some of these preparations and it’s not uncommon to find me inserting a few applicable wiring or connector pin out diagrams right into the work order. This step gives us a great point of reference when we begin testing with some of our advanced tools, such as meters and lab scopes.
You can see how leveraging the power of today’s modern platforms and digital tools can make life a lot easier – and shops more successful – in today’s highly complicated business.
