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Focus on quality helps fuel expansion

Tuesday, November 4, 2014 - 09:00
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Nu-Look Collision Centers

Rochester, N.Y.


Number of shop locations


Number of states reached

Years in business

Number of employees

Paint supplier

A flood of private equity money has spurred massive buying sprees by large, national collision repair companies. Hardly a week goes by without another expansion announcement from the big industry players.

But they aren't the only ones growing. Earlier this year, a regional MSO in New York state announced three new locations over a span of five months. And according to Nu-Look Collision Centers president Todd Zigrossi, that growth is expected to continue as long as customers and insurance carriers keep coming back.

"The expansion has really been generated by feedback from customers," Zigrossi says. "That's probably the number-one driver. There's a need in certain areas that don't have the performance some of the insurance companies have come to expect. We fill that need."

Founded in 1981, the company now has 13 locations in the greater Rochester area and 130 employees. According to the company, its repair centers process nearly 11,000 cars per year. The company has grown through a combination of acquisitions and new stores, and Zigrossi says that the company is laser focused on staying ahead of new technology and trends in the industry. For example, Nu-Look already made the transition to waterborne refinishing paints (they work with PPG) at all locations, and the team is constantly evaluating new equipment and maintaining technician training.

Load leveling when it makes sense
Like many smaller MSOs, Nu-Look has a mix of centralized operations and functions that are shared by the management team at each store. Accounting and human resources are centralized, as are payables. Accounts receivable and outstanding parts credits are mostly managed at the store level.

Each location uses CCC and Audatex estimating software, along with the Synergy shop management solution. Zigrossi says equipment is fairly standard across the locations, and the company has deployed iPads in the shops so that technicians can provide vehicle status updates and make notes on supplements right on the shop floor. Each location also follows Nu-Look's standard operating procedures.

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