By Tony Netherly
We live in a technological world where a wristwatch sized device can do what once required a computer the size of a washing machine. With the rapid development of technology, it is a real challenge to know what to grab on to for use in our business and what we should let go of. There are some things
that look like great ideas; however, they end up taking more time and money to implement than they actually save. With all my travels I have seen a variety of technology that shops are using, some pushing forward and some lagging behind. So here are some observations I have made about what is useful technology and what seems to be a failure.
Estimating Software: Most shops have at least one estimating software, if
not multiple systems these days. There are distinct differences in the systems available, and while witching to a different system is a major task, you need to understand the differences and choose the system that best fits your business philosophy.
Another consideration is which insurance relations you want to attract if any at all. Once you have settled on a system make sure you are making use of all its functions and see if there are add on tools you may want to use.
My point, you may have the most expensive system on the market but it may not be the right system for your business, or you may not know how to use it.
Production Management : Once the estimate is written you may need software to order parts, create repair orders, track progress and manage the job through the repair process. A small repair facility may do this with their estimating software and a few spreadsheets, while a large facility will need to purchase separate software. As in estimating software, just because you purchased the most expensive software does not mean it is effective for your business.
I was recently was working with a shop who wanted to look at some cycle time reporting. They had software that was capable of creating hundreds of reports that could be filtered down to technician, insurance company or make and model of a vehicle. Their complaint was the software was giving blank reports. When I dug into the problem the CSR’s were not putting the necessary data in when the vehicles entered the repair process. If they were not going to take the few minutes to enter the data, the expensive software was useless.
Accounting: The most common issue I see with accounting is through the years, many small businesses develop their own bookkeeping system.
When they try to integrate software they want the software to accommodate their system, instead of changing their method to fit the software. This never works because software will give you false information if you do not use it in the format it is written.
It would be beneficial for most shops to send a couple people to some continuing education, such as a community college to learn how and why these systems operate like they do. Repair Information: One of the biggest technical challenges today is getting repair information. With the intense pace that OEM’s are making technological advances in vehicles it is crucial to protect our businesses by being able to secure good repair information. There are multiple software programs available that allow you to get repair information but they are only effective as your SOP’s on using it.
I see many shops that have the software installed in the office but the technician who needs it has no access without going to the office and waiting for someone to access it for them. All it takes is a wireless access point and inexpensive laptop to place this at the technicians’ finger tips.
Diagnostic: I visit shops all the time that have very expensive tools and diagnostic equipment, which is in a corner with inches of dust on it because it is not being used. When I inquire, I am given the same three reasons most of the time. 1. It takes too long to set it up. 2. Bob was the only one trained to use it and he doesn’t work here anymore. 3. There are parts missing or updates that need to be run.
Technology is a great thing when it works. A cell phone is technology and when our phone isn’t working we stop whatever we are doing to get it repaired. It may be time you look at the technology in your shop, determine what it is costing you for it to sit idle, and what SOP’s and training you need to do to put it back to work for you. After all isn’t the purpose of technology, to make our jobs easier? •
Tony has worked in the collision industry for over 32 years. Starting as a technician and working up to manager as well as spending time as an estimator and vocational instructor have given Tony a wide-angled look at the industry.
Tony is also Tennessee’s busiest I-CAR Instructor and the Executive Director for the Tennessee Collision Repair Association. You can contact Tony at 731-394-5628 or E-mail Tony at tony.nethery@yahoo.com
