How will mobile technology be changing your estimating and sales processes? For years we have started the collision estimating process with paper and a pen, then progressed to a book, and today a computer. All the while, the way we interact with the vehicle owner hasn’t changed much at all. We greet the customer, inspect their car and then return to the office to create the estimate, print it out and review it with the vehicle owner to secure the job. This process often leaves little time for engagement with the customer other than reviewing the paper estimate.
What would happen if we revolutionized the way things are done and focused more on what’s best for your customer? The latest wave of tablet computers may be able to help you do just that – while also improving the bottom line of your business.
I recently participated in an industry event, which involved a presentation titled “Change Is Inevitable, Growth Is Optional.” The meeting was hosted by a regional paint jobber, Pro Paint Inc., and was attended by repairers and industry representatives. One unintended theme that continued to come to the forefront was the question “why?” Why do we do things the way we do in the collision industry? Many times the answer is, “We’ve always done it that way.” With that in mind, why do you create an estimate the way you do today?
I know in the past I have talked about estimating as sales, getting the keys first and building a technical repair plan later. What if you had a single hand-held tool to do all of this, and more importantly, how could you adapt to grow your business through the use of hand-held technology? Grab a Microsoft Windows 8-based tablet and add in a compatible next-generation estimating system and the ability to perform all photo functions. If you choose the right hardware, you cannot only see the screen, even in direct sunlight, but you can also share the power of the graphics with your customer as you close the sale – all while standing right at the car.
I had a chance to experience the speed and adaptability of a tablet computer first hand after my nephew’s Honda was recently caught in a hail storm. The event was large enough to have a catastrophe declared by his insurance company. I went along to see how his insurer was handling the volume. When we arrived at the temporary inspection site, the temperature was 95 degrees without a cloud in the sky, presenting me with an ideal opportunity to put the power of the tablet to the test when screen visibility might be at its worst. I had not seen the car prior to arriving at the CAT site, so a direct comparison of speed was doable.
I grabbed a tablet computer loaded with the same software as the insurer’s and proceeded to write a damage analysis while the independent adjuster was doing the same with a clip board, digital camera and laptop. Interesting things started to happen. While the adjuster was gathering and writing down information, I was doing the same in the tablet. While the adjuster was talking about the damage and what was involved in the repair decisions, I was looking at the graphics, parts prices and replacement times to help me in making the best repair plan decisions. When the adjuster reviewed the data collected around the hail damage and asked us to sit down and wait while the information was entered into the laptop, my nephew and I talked about repair dates and alternative vehicle availability.
Now here is the big take away: my nephew is 25 and loved the ability to see and understand his car damage – via the 3D vehicle graphics on my tablet. After all, the only reason he called me was that, like most people, he didn’t understand the process. The adjuster returned and handed over the paperwork and explained the repair process very well, but took 40 percent longer and had to revisit the car with my nephew to explain the estimate.
And while I know that writing an estimate at the car is not new — we have been able to do it since the laptop became mainstream — here’s the big difference: having estimating, photo capabilities and powerful customer sales tools all in a single device. The ability to change the sales process to professionally work seamlessly in bright sunlight with all the power of your full estimating system, notes, photos and graphics while engaging a Gen Y customer was impressive to the most important person involved — the customer.
Change is inevitable, but growth should not be optional. Use today’s new tools and you will be laying the foundation for attracting the next generation of customer that will be coming through your door – the Gen Y customer.
