eBay unveils Virtual Tech training feature for parts procurement guidance, job completion tips

Dec. 7, 2017
The program enables technicians and DIYers to communicate with a team of ASE certified technicians for advice on which parts need to be purchased and how to do a repair.

eBay Motors is revving up its e-commerce initiatives aimed at “redefining the automotive shopping experience” via the recent rollout of “Virtual Tech.” Offering task-specific, on-the-spot training for DIFM providers and DIYers, the program enables technicians and shade tree mechanics to directly communicate with a team of ASE certified technicians for advice on which parts need to be purchased and how to proceed on a particular repair or vehicle enhancement project.

“With our new Virtual Tech add-on, we’re bridging the gap and helping to connect shoppers with experienced professionals, while also providing them with our massive selection of inventory,” says Todd Madeiros, vice president of parts and accessories. “When shopping for parts and accessories, many of our buyers may stumble across a question or need directions when it comes to the installation process.”

“My Garage” is another recently inaugurated innovation that allows tire and wheel buyers to have their purchases shipped to a preferred local shop for mounting, valves and balancing. More than 9,000 outlets have already garnered eBay’s approval.

The new service is designed to further spur online sales by eliminating the hassle of customers having to receive delivery at home and then hauling their merchandise to an installer who may or may not want to deal with products bought elsewhere.

“Every seven seconds, a wheel or tire part is sold on eBay Motors in the U.S.,” according to Madeiros. “Now, with tire installation services, shoppers have access to eBay’s tire inventory, plus the added convenience of expert local installation to fully complete their automotive needs.”

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A consumer-friendly online fitment feature ensures that a tire or wheel assembly under consideration accurately matches vehicle make and model specifications. Shortly after the purchase is completed the customer makes an appointment with the desired local service center. “Buyers simply drive up in their car. Their tires will be there and ready for installation.”

While My Garage was developed in-house, Virtual Tech is hosted by Identifix, which serves more than 250,000 technicians and shop owners in the United States, Canada and Latin America through its online Direct-Hit system, Repair Hotline service and Direct-Shop facility management system.

A 10-minute Virtual Tech phone call with a Certified ASE Technician costs $19.95; the fee for a more advanced 20-minute conversation with a Master ASE Technician is $49.95. The transactions can be arranged alongside eBay parts purchases, and follow-up advice sessions also are available.

Madeiros reports that “we’re focused on delivering buyers the best choice and selection of inventory all in one destination, coupled with simplified end-to-end experiences. The new Virtual Tech feature enhances the eBay automotive shopping journey, connecting DIYers (and professionals) with expert guidance instantly.”

“The Identifix Virtual Tech hotline is one more way for online shoppers to make informed decisions when shopping for parts to upgrade or repair a vehicle,” says Cris Hollingsworth, general manager at Solera Global Service, Maintenance, Repair and Enterprise Solutions, Identifix’s parent firm. “Our goal is to support that process with the best expertise in the industry.”

Streamlined processes

In 2016 Identifix introduced its Direct-Shop offering of fully integrated management programs for improving workflow and communications, equipping owners with the necessary visibility and control needed to improve operations, create better efficiencies and increase shop profitability.

Direct-Shop is a base-level shop management system, offering core capabilities that include estimating, repair order and invoicing solutions for small- to mid- size shops. Direct-Shop Elite is an end-to-end shop management solution providing customer relationship management, point of sale interactions, estimating, accounting, integrated inventory management, repair history, offline access and reporting features.

“Our entrance into the SMS (shop management system) space with the Direct-Shop suite extends our commitment to meet the needs of every type of shop, and ultimately provide more value across our customers’ entire business,” says Identifix Managing Director Mark Theriot.

“With Direct-Shop and Direct-Shop Elite, we’re able to serve our customers more holistically by streamlining processes, creating efficiencies, and boosting bottom lines,” he adds.

The company conducted extensive market research, revealing shops that have never used an online tool to manage their business and shops where their needs have outgrown their current system, according to Theriot. “Based on the feedback from our customers and the market, we were able to identify and tailor-make solutions to address those unique circumstances.”

Arriving at SEMA

As part of the eBay Motors marketing campaign to publicize its new endeavors, the site embarked upon summer-long “On the Road” tour headlined by a one-of-a-kind 1967 Mustang rebuilding and customization project directed by an all-star team led by NBC-TV NASCAR racing analyst Rutledge Wood – also the host of the History Channel’s “Top Gear” and “Lost in Transmission” programs – plus automotive artist K.C. Mathieu and Mike Finnegan of YouTube’s “Roadkill” video series.

With appearances at events such as Michigan’s Woodward Dream Cruise, the tour’s ultimate destination was Las Vegas, where the car was auctioned off in cooperation with the Ford Motor Co. as a charitable fundraiser at the Specialty Equipment Market Association (SEMA) Show. The bidding was fast and furious, opening at $1,967 and closing at $55,000, with all the money being donated to the Juvenile Diabetes Research Foundation.

“Seeing the reaction of the crowd here at SEMA and knowing the auction proceeds benefit a great cause makes the amazing experience all the more worth it,” said Wood as the auctioneer’s hammer came down to cap the sale.

“It’s bittersweet for the build team now that the project has ended,” he observes. “We had a great time working with eBay Motors to realize our vision of the Mustang and put our skills to the test. We couldn’t imagine a better way to reveal this labor of love than by unveiling it at SEMA.”

All the elements of the “restomod” Mustang build, which became known as “Red, White and Rowdy,” were sourced with parts and accessories available through eBay Motors; the original fastback itself was also purchased on the site.

During the Summer of ’17 the customizing crew traveled across the country making pit stops along the way where various stages of the project were unveiled – including installation of a new suspension system, brakes, engine and a selection of unique interior touches, among other add-ons valued at more than $140,000.

Paint specialist K.C. Mathieu collaborated with Randy Allgood at the Kenwood Rod Shop in Sharpsburg, Ga. to lay out the paint scheme and choose the BASF Onyx finish augmented by a candy additive.

American Alloy wheels, General Tires and Eaton leaf springs were applied to the vehicle, with Inglese Eight-Stack Injectors mounted on the Ford Performance 427 V-8 engine.

Hella lighting was affixed to the exterior, while TMI seats, a Grip Royal steering wheel and Dakota digital gauges dressed up the cabin.

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