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The checkered flag is in sight, moving to the last stretch of the race at a good pace! As Tekmetric kicked off Q3, we focused on two main priorities: streamlining the customer experience and enhancing our relationships within the auto repair industry. With a customer-obsessed approach, Tekmetric is committed to driving product innovation through these two avenues, as we continue to evolve and better serve you – our partner shops.

Streamlining the Customer Experience from Beginning to End

This quarter, we made it our goal to continue helping shops improve the customer experience from start to finish. The customer experience involves streamlining operations at every level, so the vehicle can be safely repaired and back on the road as soon as possible. From estimate to the final payment, our end goal is to help you be as efficient as possible.

As part of our efforts this quarter, we sought to identify and eliminate bottlenecks to enhance shop efficiency while meeting customers where they want to be. We also implemented updates that many of you, our partner shops, have recommended to keep Tekmetric relevant to the entire shop experience. Together, these updates combine to create a stronger shop management system that helps your shop run smoothly and ultimately supports growth over time: 

• Simpler Day-to-Day With Enhanced Data Integrations: With ALLDATA and TireFitment,  service advisors can now get labor and tire data directly from these integrations within the Tekmetric platform.
• Tire Purchasing Made Easy: With Tire Suite you can manage all tire operations directly from the platform including compliance, regulatory standard adherence, inventory management, and even purchasing via our integration with PartsTech. 
• Increased Transparency in Inspections: Through our integrations with Advance’s MotoVisuals, you can now more easily educate your customers with repair animations.    iCustomer Comms Simplified: We added template messages and the ability to adjust text verbiage for estimate, inspection and invoice links, which limits redundancy and streamlines communication.
• Increased Payment Flexibility With BNPL: Our partnership with Affirm allows shops to meet vehicle owners where they are with flexible payment plans for nearly any budget or repair need, including Buy Now, Pay Later (BNPL). Customers who introduce BNPL see a 3x increase in ARO. 

Growing Relationships Within the Industry

As Tekmetric continues to streamline and enhance the customer experience, we are also focused on strengthening our relationships within the auto repair industry. As a customer-obsessed shop management system, we aim to support shops in providing the highest quality service to vehicle owners they can – and this wouldn’t be possible without valuable feedback and insights from you, our partner shops. This approach allows us to better understand the real challenges you face, so we can provide innovative solutions that help you accomplish your goals and succeed in a market where the consumer expects more from their repair shops.

You may have seen us at the Shop Hackers Conference in Murfreesboro, Tennessee, where Adam McInturff, VP of Sales and Phil Acree, Head of Payment Sales presented on our latest features and upcoming innovations. We also spoke to many of you about the trends you are seeing in the industry and how Tekmetric can support your needs – from hiring service writers to succession planning. We continued these conversations at ATE Spokane in Washington and ASCCA in California and gathered key insights as we look ahead to the end of 2024 and the beginning of a new year. 

Thanks to you and your key feedback shared through these conversations, Tekmetric has been able to provide excellent service and innovative solutions throughout this quarter, resulting in recognition from the G2 Summer Awards in these categories: Overall Leader, Best Usability, Most Implementable and Momentum Leader. In addition, Tekmetric was named the best auto shop management software by G2. This recognition is a significant testament to the support of each of you, your teams and the valuable insights you provide.  

Aspiring To Inspire with Thought Leadership

For Tekmetric, customer relationships aren’t confined to the walls of a conference room. We also aimed to share the knowledge through webinars and conversations with industry outlets that sparked important conversations about what’s changing in our industry. 

With our webinars, our aim is to help you uncover actionable insights that you can apply to grow your shop. Some of these conversations included our webinar, “Innovate to Elevate,” led by John Phelps, Director of Channel and Partnerships, where he talked about transforming the customer journey with the end goal of streamlining operations and boosting customer satisfaction. Similarly in our payments webinar, Phil Acree, Head of Payments covered the current state of consumer financing and how shops can enhance the customer experience regarding the payment process.

We also shared this knowledge through key industry outlets, so you can share and discuss with your team, including:

• Future proof your shop exit strategy. P.J. Leslie, Director of Business Development, along with Matthew Schwab, owner of Clutch Automotive, shared tips to prepare your shop for the future and retirement by building a well-crafted exit plan so exiting shop owners can confidently step into the next phase of their lives, knowing they have set up a legacy for their shop.
• Strategic use of evergreen and real-time data. We also published an article with Vehicle Service Pros titled, “Using numbers to supercharge your shop’s performance, where we discussed how to use real-time and evergreen data to expand your shop.

As we leave an upbeat Q3, Tekmetric continues to keep its eye on the finish line for this year: helping shops enhance the customer experience through product innovation. We are very proud that our commitment to a two-way relationship with our customers has been the driving force behind every improvement and our collaborative approach with other leaders in the industry enables us to build a steady foundation for continuous innovation. We aim to continue measuring up as we enter the final quarter of 2024.

Breast cancer is the most diagnosed cancer among women in the U.S. after skin cancer. In fact, there are currently more than four million women with a history of breast cancer in the U.S. Most, if not all of us know someone who has been greatly impacted by this disease.

Founded in 2011, Brakes for Breasts unites independent auto repair shops to support people affected by breast cancer and donate to ongoing research for a cure. You may have heard the saying, “prevention is better than cure.” Brakes for Breasts takes that to the next level through the belief that “prevention is the cure.” The organization offers participating shops a chance to raise money for the Cleveland Clinic Breast Cancer Vaccine Fund, supporting the creation of a vaccine that can prevent TNBC (triple negative breast cancer). 

Today, Brakes for Breasts has expanded to work with hundreds of shops nation-wide, raising more than $1.8 million. Its founders, Leigh Ann Best and Laura Frank, are both powerhouses in the auto repair industry who established Brakes for Breasts to raise money for breast cancer research and provide a bigger voice to women in the auto repair industry. 

In 2020, Tekmetric donated more than $10,000 to Brakes for Breasts. This year, our goal is to donate even more – and we need your help! There are multiple ways to participate:

• Sign up with Tekmetric. During the month of October, Tekmetric will donate $50 to the Brakes for Breasts campaign for every new shop that signs up for Tekmetric. 
• Share the campaign with your customers. If you are a TechNet shop, make sure your customers know that when they come to you for a qualifying brake service between September 1 and October 31, you are offering a rebate on qualifying brake pads that they can choose to donate to the fund.   
• Donate directly. Participating independent repair shops can work directly with Brakes for Breasts by offering customers free brake pads on brake jobs in the month of October, then donating 10% of the labor from that brake service to the fund. 
• Donate with Tekmetric's fundraising link. If you want to go straight to Brakes for Breasts without any brakes, use this link to donate any dollar amount to Brakes for Breast. You can choose between a one-time donation or a monthly contribution.

All proceeds will go towards The Cleveland Clinic Breast Cancer Vaccine Research Fund. The end goal is to create a vaccine that can create a world free of breast cancer.

Brakes for Breasts is a tremendous opportunity for your shop to partner with your local community to benefit people affected by breast cancer. Our customer Austin Blanton, owner of Import Auto Shop, experienced this phenomenon first-hand when his shop participated in previous years: “When you’re worried about money and busy dealing with operations stuff, you can lose sight of paying it forward. For example, one of the things we did last year was get involved with Brakes for Breasts.” 

As we aim to focus on our customers, we are also happy to be part of initiatives that will transform lives for generations to come. For our customers who have been impacted by this disease, the month of October honors what you have overcome to be here. By promoting further research and support of your journey, we hope to support the creation of better cancer care for all who are impacted by this disease. Let’s hit the brakes on breast cancer and work towards a cure together!

This month we were all about operational efficiency saving you time in messaging customers, managing employees, and staying on top of your inventory. Your time is your money. So be sure to take advantage of these features to save time in your day. 

Save Time With Template Messages 

Effective communication is vital to a high quality customer experience. However, it can be time consuming and frankly, repetitive. That’s why we’ve introduced templated messages.

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Your top 3 most used customer messages (inspection, estimate, and invoice) can now be customized to fit your shop’s communication needs and voice. These are fully customizable and paired with the ability to create any other message template you’d like. 

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Who’s this for?: Customers on our Scale Tier with Tekmessage turned on. 

Learn more about default messages                        Learn more about message templates 

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Manage Employees Easily Across Your Shops 

Have employees that work across your multiple locations? Well, managing them just got easier. This month we put out two separate releases that allow you to seamlessly create, move between shops, and delete employees right from the MSO dashboard. No more hopping in and out of each shop’s profile.

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Who’s this for?: Customers with our multi-shop add-on package.  

Learn more  

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Manage Inventory More Effectively With The Inventory Feed 

Managing inventory effectively is crucial for shop operations. To help shops stay on top of pricing and quality changes we’ve introduced the Inventory Activity Feed. This will now automatically log stock orders, parts moved into inventory, and purchase order cost updates. 

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Who’s this for?: All customers. 

Learn More 

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See Continuous Improvement of Our ALLDATA Integration 

In August, we launched our ALLDATA integration, offering you yet another option for labor guide integration with Tekmetric’s shop management system. Since then, we’ve continued to improve it including the introduction of vehicle specification information and a search bar for easy navigation. 

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Who’s this for?: Customers on our Grow and Scale Tiers who integrate with the ALLDATA labor guide. 

Learn More About This Integration 

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In an era where digital solutions are rapidly transforming industries, the auto repair space is no exception. Fortunately, in addition to increasing efficiency and streamlining customer service, this growing reliance on digital systems also offers an opportunity to enhance transparency. Transparency is essential to building trust and empowering vehicle owners with the knowledge they need to make informed decisions regarding repairs. When leveraged correctly, digital solutions can bridge the gap between auto repair shops and customers, creating opportunities for transparency from the moment the customer brings the vehicle to your shop to the final payment and pick-up.

Using Technology to Educate Your Customers

In an industry where trust is paramount, educating your customers is one of the best value-adds you can offer. When done conveniently and thoroughly, education can help the customer better understand their vehicle’s problems, the necessity of the proposed repairs and what additional repairs need immediate attention. This in turn allows them to make the best decision for the health of their vehicle and their safety as the driver.

Digital solutions can play a significant role in educating customers. In conjunction with the technicians who complete the repair, service advisors are in a unique position to educate the customer about their vehicle and repairs. When the service advisor takes the time to clearly share the technician’s diagnosis and proposed repairs, the customer can better understand where their money is going. Digital solutions can help streamline this process, which makes customers more likely to approve repairs – ultimately driving your average repair order. Some digital solutions include:

• Digital Vehicle Inspections. Aside from cost, customers care about two things when it comes to repairs: what repair is needed to get the car back on the road, and how long it will take. DVIs fulfill both needs – and they provide the information in a digital format the customer can easily access and understand. With the right mix of photos and videos sent to the customer, vehicle owners can see the healthy and unhealthy parts of their vehicle. By using DVIs as a tool to educate your customers clearly and conveniently, you can foster a relationship based in trust and transparency from the beginning.
• MotoVisuals. Tekmetric’s MotoVisuals integration makes explaining tricky car problems easy. MotoVisuals offers a wide selection of simple-to-follow animated videos about general vehicle repairs to accompany your DVI. By sharing a MotoVisuals video with the vehicle owner, you can leverage top-notch visuals to effortlessly explain repairs without confusing tech jargon. This can help make it an easy “yes” for the vehicle owner when it comes to approving repairs.  

Building Trust by Meeting Customers Where They Are

A big part of establishing transparency in your shop is creating convenience for your customers. Through convenient digital tools, you can share information with customers easily and clearly in a format they can access anytime, anywhere. For example, by facilitating a convenient, two-way digital conversation, you can share repair updates and answer questions all through a simple text. You can even share photos and videos to further illustrate your recommendations. When customers can text you and get immediate responses, they can rest assured that your shop will meet their needs in an efficient manner.

At Tekmetric, two-way texting and text-to-pay both build on convenience through transparent communication, from repair questions to financial needs and payment options:

• Two-way texting. Two-way texting allows for open communication between your shop and the customer in a format that is accessible anytime, from anywhere. Nearly all parts of the repair process can be completed via text, from sharing DVIs to gaining customer approvals.  Customers can view images of their car and ask questions, and the service advisor can respond with clear explanations or even share videos through MotoVisuals. This also creates a simple, transparent record of the repair process, including time and date stamps, whether a customer viewed the message and more.
• Text-to-pay. Vehicle repairs are often one of the most expensive purchases a customer can make. Therefore, it’s important to offer financial options that are easy to access, so they can easily review the invoice and submit payment. Text-to-pay provides the tools shop owners need to offer a seamless, convenient payment experience for customers, while keeping data secure and fully integrated into the Tekmetric system.

Establishing Transparency Through Secure Digital Payment Options

Transparency is critical from start to finish in the auto repair process. You work hard to establish and build trust with the vehicle owner throughout the repair – so it’s crucial to maintain the same level of transparency at the final touchpoint: the payment. After the repair, you should offer a secure form of payment your customer will be able to review, clearly understand and complete in a format that is easiest for them.

• Buy Now, Pay Later. When it comes to finances, most repairs are surprise purchases for vehicle owners. Even with a budget, there is no way a customer can anticipate the exact cost of the necessary repair ahead of time. By offering payment installment options through Buy Now, Pay Later, shop owners can demonstrate transparency about the total cost of the repairs while providing options for financing so the customer can complete the repair while adhering to their budget.
• Integrated Payments. Shops run more efficiently with integrated payments due to a visible, centralized location. Integrated payments allow customers to pay without being at the shop or needing a physical credit card. Within one click, the customer can pay, streamlining the final part of the customer experience and maximizing the shop’s workflow through a quick and painless payment process.

Transparency fosters greater trust and loyalty between auto repair shops and vehicle owners. By providing clear and open communication throughout the auto repair process, shops can build stronger relationships, gain new business and increase customer satisfaction. The more transparent you are, the greater the vehicle owner’s trust in your shop. This enhances your reputation and your business performance, leading to more customers, an excellent customer experience and ultimately greater profitability.

In the auto repair industry, where customer trust and satisfaction are paramount, leveraging customer feedback is an invaluable strategy for improving shop performance. As technology improves, customer expectations for service quality and transparency continue to rise. Fortunately, shops can actively seek, analyze and act upon customer feedback to better position themselves to meet these expectations, enhance their service offerings and build long-term loyalty.

Customer feedback is a powerful tool that, when leveraged effectively, can lead to enhanced customer satisfaction, repeat business and a stronger reputation in the marketplace. As the industry continues to evolve to meet the needs of its customers, auto repair shops that prioritize and act on customer feedback will be better equipped to rise to these standards, thrive and succeed.

Know your audience in the modern industry

Today’s customers are increasingly more digital. In the past, auto repair shops relied on phone calls as their primary form of communication. In the modern market, however, digital communication like email or text messaging has become the preferred type of communication for most people. In fact, 91% of texts are opened within the first three minutes after receipt, with 81% of Americans texting regularly. Ultimately, the best way to get ahold of your customers is to cater to their preference – so ensure you know your audience’s preference and offer solutions that help meet their desired communication style.

Furthermore, the modern landscape of the customer experience emphasizes convenience. At the click of a button, you can have groceries delivered or receive an item within two days of ordering it. Long wait times and visiting brick-and-mortar stores to purchase items is no longer the only way customers can buy things. The same applies in auto repair shops. With this knowledge, you can implement digital solutions to make the customer experience more convenient, thereby increasing loyalty and ensuring your customers return time and time again.

Collect feedback on your shop’s customer experience  

Once you understand your audience in general, you should also strive to understand their experience with your business specifically. It’s important to foster a two-way relationship with the customer and give them the opportunity to share direct feedback. This can help you gain insight into the customer experience, including your shop’s strengths and pain points for customers, so you can adjust and improve.

Tracking feedback is just as important as tracking your shop’s internal operations or financial performance. You can gather feedback through multiple avenues: Google reviews, post-service surveys or even in-person conversations. Each option offers customers an opportunity to share their thoughts on areas where you perform well or bottlenecks that need to be addressed. 

Digital tools can help monitor all forms of customer feedback. Through Tekmetric, you can integrate with a variety of solutions to monitor and respond to feedback via Google reviews. Or, to help drive your customer experience and gather feedback, you can utilize Tekmetric’s Smart Jobs feature to create estimates within one click, allowing your service advisors to spend less time on manual labor and more time cultivating strong customer relationships. 

Leverage feedback to improve shop performance

Customer feedback is critical because it addresses your shop’s bottlenecks from the perspective of the vehicle owner. For example, some shops may include parts ordering and inventory tracking among service advisors’ responsibilities, in addition to taking care of the customer. At Tekmetric, we’ve found this creates many opportunities for miscommunication between the technician who needs the parts and the service advisor, leading to a delay that affects the customer. To solve this problem, we created our Inventory Orders feature so technicians can easily order the parts needed. This ensured better accuracy within the shop and a greater customer experience.

Customer feedback also highlights the importance of convenience when it comes to driving loyalty. For vehicle owners, convenience is not always about choosing the closest shop. It is about choosing the shop that will make their life easier. For example, digital payments solutions can create a more convenient solution for customers. With Tekmetric’s two-way texting and text-to-pay features, customers can pay from their desk or their home office, pay for their college kid who lives in a different state and even pick up their vehicles after regular business hours.

Implementing customer feedback cultivates a stronger connection between your shop and your customers. Through open dialogue, feedback creates a two-way relationship that allows you to address customer needs effectively and improve shop performance. Customer feedback can also help address bottlenecks and streamline processes in your shop, leading to enhanced customer experiences, increased loyalty and, ultimately, a healthier bottom line.

It is often said that “a picture is worth a thousand words.”  When it comes to vehicle inspections, you could even say a photo is worth a thousand happy customers. Digital vehicle inspections (DVIs), complete with photos and videos, give your customers a clear picture of their vehicle’s status and empower them to make well-informed decisions regarding repairs. This not only enhances the customer experience but also fosters a culture of trust and builds long-lasting relationships. Take a look at three ways DVIs can drive growth and success in your shop: 

1. Fostering trust with photos and videos of repairs for approval. 

Digital vehicle inspections provide the clearest way your associates can tell a customer what you found within their vehicle and the possible solutions. Using the media the technician captures, the vehicle owner is empowered to make a knowledgeable decision based on your technical knowledge and experience. 

Sending the customer six to eight photos and videos more than 50% of the time leads to a higher ARO. Not sending enough photos and videos may not give the customer enough information on the health of their vehicle. Conversely, too many images and videos can overwhelm the customer. Capturing the full state of the vehicle with just the right number of photos and videos facilitates a culture of transparency and builds trust with customers, enhancing their experience and leading to more repeat business.

2. Proactively monitoring overall vehicle health.

“I should only get my car inspected if something seems off.” Wrong! A great way to view DVIs is to think about them in terms of overall vehicle health. A thorough DVI can not only provide insight into the customer’s original complaint; it can also give you a full picture of other issues that might be impacting the vehicle or will in the future. Just as you might need blood work and X-Rays for a correct diagnosis from your doctor, a DVI done correctly can provide insight into the health of your vehicle and help technicians make strong, educated repair recommendations.

Completing a routine “check-up” with DVIs can verify if the vehicle is in top-notch shape or proactively identify issues a customer might not see. Even if a customer does not want regular check-ups, technicians can still complete a thorough DVI when the vehicle comes in for repairs and potentially prevent further issues down the road. DVIs go beyond simply making a profit. They are a tool used to build a relationship with customers and ensure their safety on the road.

3. Educating the customer with convenient, easy-to-understand explanations. 

DVIs seek to leave no questions unanswered. When vehicle owners are presented with the option for a repair, they need to know two things: information about the problem and the benefits of the repair. This is where DVIs come in as an opportunity to educate the vehicle owner and give them the information they need to make the right decision. 

With Tekmetric’s MotoVisuals integration, the recommended repairs in a DVI are accompanied by educational videos and animations that give more context to the issue and how the technician’s proposed repair can benefit the vehicle owner. This provides a greater understanding of the repair process for your customers – they can even share the videos with a car-minded partner or friend for a second opinion. By educating the customer on the purpose of a repair, it gives them more confidence in your shop.

Ultimately, DVIs lead to a higher close ratio and ARO because they present the information in a transparent manner that leads to greater trust. When vehicle owners can see the why behind their repairs and understand the value of the solutions you are offering them, they’re more likely to return. As a result, you are setting your shop to experience increased customer retention, stronger relationships with your customers and ultimately, greater profitability.