In today's economic climate, collision repair shops must find a way to repair more cars, faster, to a high quality standard. Doing more with less is a challenge that all collision repair shops must overcome. There is also a great deal of pressure on shop owners to perform to the satisfaction of insurers and customers alike to obtain repeat business and ensure the future success of their business. As a result, collision repair shops need the flexibility to adapt to dynamic business conditions and new technology.
Until recently, a paper-based reporting system was the standard in the automotive repair industry. The process consisted of technicians manually taking notes at the vehicle and preparing written estimates. The information would later be entered into the back-office system. However, this double data entry process lacked efficiency and increased the margin for transcriber error, resulting in inaccurate information being communicated to the customer and a loss of confidence.Implementing mobile technology in the collision repair environment has the ability to take productivity and customer satisfaction to a new level, bringing both increased efficiencies and revenues to collision repair businesses while improving customer satisfaction.
For collision repair shop estimators, mobile device technology allows them to engage with the customer at the vehicle and avoid double data entry. It also enables them to close the deal during the initial interaction at the vehicle. In a struggling economy, the ability to close the sale during the initial interaction can greatly improve a repairer's bottom line.
"A mobile device allows you to do a damage estimate at the vehicle's location, rather than taking down notes and transferring them to the desktop estimating system," said Dan Anderson, estimator at Bodyworks by Concours. "We use a Panasonic Toughbook tablet to capture detailed estimates right at the vehicle. Previously, I had to print graphics of certain areas and take it out to the vehicle to identify needed parts. Now, I grab my Toughbook computer and have access to all parts and repair information at the time of the estimate."
Production or parts managers are responsible for the management and delivery of parts and vehicles; therefore, they must know where the vehicle stands in the repair process and have easy access to up-to-date part information and availability. For technicians, having a computer in the repair vicinity can be beneficial for accessing repair procedures and capturing supplemental damage that was not identified during the initial estimate process.
Experience has shown some shops have estimated they can save 15 to 20 minutes per estimate and up to an hour on tow-ins/tear-downs through the implementation of mobile technology. To maximize success, solutions must be durable and wireless. This will allow technicians to accelerate collision repair operations to return vehicles back to productive use.
It's important that computer hardware is specifically designed to survive in harsh environments, like those found in body shops, to ensure maximum reliability and productivity. Although there are certain device features preferred by estimators, technicians and production managers, many device form factors can be used across applications. However, all devices must be able to survive exposure to dust, fluids, bumps, drops and other hazards that are part of the normal operating environment.
Repairers who invest in technology that cannot survive in the shop environment, will find broken devices collecting dust in the corner. Notebook failures can have real consequences on repair shop business; therefore, it is critical to invest in the right technology. Devices with integrated handles are ideal, as they are designed to minimize the risk of drops and failure.
Repairers should select a vendor with high reliability and low, published failure rates. Manufacturers that offer part supplies for an extended period of time will allow repairers to maximize their return on investment. Collision repairers should look for products that have been rugged tested and verified by a third-party vendor. Mil-spec testing is a military standard that has become a common benchmark in validating the level of ruggedness in a computer, with various tests designed to determine a product's ability to withstand challenging conditions in the field, such as drops, dust, liquid, vibration and extreme temperatures. Wireless connectivity – Wi-Fi, mobile broadband and Bluetooth – allows the estimator, production manager and technician to easily access all information while at the vehicle or anywhere on the shop floor, eliminating the need to walk to central locations to access repair materials. When evaluating wireless solutions, test them in all corners of the repair facility to see which device gets the best reception throughout the shop. Since workflow processes might change over time, it's best to invest in a device that will offer good wireless reception wherever it's needed and not just beneath a router.
"Ensuring your selected device has a 'wireless-ready' design is crucial to a successful deployment. I work with my customers to test wireless strength in their shop by intentionally finding fringe areas and seeing which device works best with all forms of wireless," says Roberto Baires, IT manager, Micro Tech Resources. "I've found Panasonic's Toughbook computers offer industrial-grade wireless, giving body shops access to online resources, e-mail and databases that improve collision repair time and increase customer satisfaction in all areas on the shop floor."
In addition to device durability and connectivity, price will play a major role in any purchasing decision. However, price does not always equal cost. Purchase price, according to research firm VDC, it is just the tip of the iceberg. Seventy percent of costs associated with mobile deployments happen over its lifecycle, according to VDC research. The true cost of any mobile technology must include support time, operational inefficiencies and downtime tied to device failure. Using a reliable, ruggedized device can reduce those issues, resulting in lower cost of ownership over the entire product lifecycle.
Editor's Note: Rob Bingler is senior sales manager for Panasonic Solutions Co.
