Customer Stories

The multi-shop operator brought 16 shops onto one standardized system in nine months and cut estimate build time from about 15 minutes to about four

Mark Sullivan didn't set out to run multiple auto repair shops. He set out to fix cars the right way, at one location in Plymouth, Michigan. But as Auto-Lab's COO, Sullivan has spent the past year proving that growth and consistency don't have to be at odds, as long as the technology behind every shop works the same way, every time.

Auto-Lab migrated to Tekmetric a year ago, moving away from an aging, limited system. Since then, the company has scaled from two active Tekmetric locations to 16 in nine months, with additional shops preparing to come online as the brand continues to expand.

"Tekmetric has made things so much easier, not only at the store level, but even the reporting stuff with the multi-shop has helped tremendously," Sullivan said.

Starting with a Fragmented System

Before Tekmetric, Auto-Lab ran on a system Sullivan describes as feature-heavy but inconsistent.

"It had a lot of features, but none of them were great," Sullivan said.

Marketing tracking was unreliable. Integrations broke. Advisors pieced together workflows shop by shop with no easy way to compare performance or spot which locations needed help.

"A lot of times we put an integration in there and there's all kinds of bugs," Sullivan said. "Now we deal with a company that ties right into the back end of our point of sale, and we get our ROI down to the penny. We know it's accurate."

Standardization Built for Scale

Every time Auto-Lab opens a new location, the setup is already done. Canned jobs, labor rates, and DVI workflows are in place before the doors open.

"I walk in there, I turn the computer on, and all my canned jobs are already there," Sullivan said. "All I've got to do is plug the credit card machine in, and we're ready to do business."

That consistency extends to training. Rather than building a new inspection process at every shop, Sullivan's team teaches the same standardized workflow everywhere.

"We're not coming up with a new one every time," Sullivan said. "It just made the learning curve shorter, and it makes us look more professional and a lot faster than the old way."

Sullivan's goal is for every customer to have the same experience at any Auto-Lab location, no matter the state.

"I want the McDonald's experience," Sullivan said. "I don't care where you go in the country. I know what to expect and how the whole situation is going to go. When I'm dealing with one of the most expensive things I own, I want to feel comfortable. I want transparency. With Tekmetric, it allows us to do that in a repeatable way."

Store-by-Store Accountability

Tekmetric Multi-Shop reporting changed how quickly Sullivan could act. Instead of building spreadsheets from store-by-store profit and loss statements, he can now pull real-time data on digital vehicle inspections (DVIs) and gross profit per store and directly support the shops that need help.

"It just makes the whole system a lot easier and a lot simpler to navigate," Sullivan said. "You can pivot and help stores way quicker than we could in the past."

That side-by-side view of every location's performance replaced what used to be a manual spreadsheet exercise.

"Now I can simply go into the multi-shop, print it out, and have a store-to-store comparison," Sullivan said. "It's not me coming to them saying, 'Hey, you need to do this.' It's, 'These guys are doing this proven system, so which result do you want?'"

That visibility also surfaces gaps that would have gone unnoticed before, including service advisors who weren't presenting full estimates to customers, and by extension, weren't feeding those declined jobs into automated reminders.

"You can hold your staff accountable," Sullivan said. "Before, there was no easy way to track that stuff."

The same transparency helped Auto-Lab catch billing inconsistencies across a few locations, an issue Sullivan said would have gone undetected under the old system.

"If it wasn't on the multi-shop, I would never even know," Sullivan said. "The value-add on the franchisee's end, and us being able to see what's going on, is very important."

Faster Estimates, Lighter Workload

The shift to Tekmetric changed how long it takes advisors to build an estimate, cutting the process from about 15 minutes to about four.

"Now I can just click one button from the technician's checkout, and it builds the whole ticket," Sullivan said. "So now in four minutes, I'm texting it to the customer and moving on to the rest of the things I've got going on."

Sullivan estimates the time savings functions like adding another team member at every location, freeing advisors to focus on customer follow-up instead of paperwork.

"It's almost like adding another employee," Sullivan said.

Transparency That Builds Trust and Reviews

Tekmetric Payments met early resistance from Auto-Lab's team. A year later, Sullivan said that resistance evaporated.

"A year later, they're like, 'I don't even know how we dealt with not having this,'" Sullivan said. "The guys can pay from their phone. We can text them right through the software. It makes the customer experience better."

That transparency, paired with DVIs, has translated directly into online reputation. Auto-Lab's Google reviews have climbed from roughly one five-star review a month under the old system to eight to 10 per month today.

"Before, they were almost nonexistent," Sullivan said. "Now, our Google reviews are through the roof."

Sullivan credits the simplicity of the review request process, not just the technology, for the shift.

"It takes them about 30 seconds," Sullivan said. "That piece alone pays for the customer retention piece of the software."

For declined service follow-up, Sullivan's team layers in a personal touch rather than leaning only on automation.

"I have my advisors actually message customers directly," Sullivan said.

Room to Grow

Sullivan estimates Auto-Lab is using about half of what Tekmetric offers today, and he's not slowing down.

"At 50%, I'm over the moon happy with the results," Sullivan said. "We're just scratching the surface on what we can do."

Auto-Lab's average repair order has already climbed since adopting Tekmetric, and Sullivan is targeting the Michigan state average of around $700. If you're curious how your shop stacks up, benchmark your performance against thousands of shops nationwide with the free Tekmetric Shop Index.

"Now we have a benchmark to hit," Sullivan said. "The information I get from Tekmetric on industry standards gives me a road map to get to where everybody else is. I'm not just making up numbers."

Looking Ahead

Auto-Lab is on track to double in size over the next three years, and Sullivan sees every new location as a chance to launch at full strength from day one.

"With new stores, you don't have to deal with legacy habits," Sullivan said. "We're coming in with a fresh new software, a fresh new look, and a whole different set of rules on how we run shops."

For other multi-shop operators evaluating a switch, Sullivan's advice centers on standardization.

"All the successful shops I know use Tekmetric," he said. "That affirms for me that this is best practice. I don't need to reinvent the wheel."

Frequently Asked Questions

What results has Auto-Lab seen since switching to Tekmetric?
Auto-Lab brought 16 shops onto Tekmetric in nine months, cut estimate build time from about 15 minutes to about four, and grew its monthly five-star Google reviews from roughly one to eight to 10. Its average repair order has climbed since adoption, and the company is targeting the Michigan state average of around $700.

How does Tekmetric help multi-shop operators open new locations faster?
Canned jobs, labor rates, and digital vehicle inspection workflows are configured before a new shop opens, so the location launches on the same standardized setup as every other store. Auto-Lab's team also teaches one inspection workflow across all locations rather than building a new process at each shop.

How does Tekmetric Multi-Shop reporting support accountability across locations?
Multi-Shop reporting gives operators a real-time, store-to-store comparison of digital vehicle inspection completion and gross profit, replacing manual spreadsheets built from individual profit and loss statements. Auto-Lab used that visibility to identify service advisors who weren't presenting full estimates and to catch billing inconsistencies across locations.

How did Auto-Lab increase its Google reviews?
Auto-Lab pairs digital vehicle inspections with Tekmetric's review request process, which takes a customer about 30 seconds to complete. Monthly five-star reviews grew from roughly one under the shop's previous system to eight to 10 today.

About Auto-Lab

Auto-Lab is a multi-shop auto repair operator with 16 locations across Michigan, Indiana, Connecticut, and Florida, and continues to grow its footprint. Auto-Lab uses Tekmetric to standardize operations, strengthen customer trust, and scale its brand experience across every location.

About Tekmetric

Tekmetric is the all-in-one auto repair platform. About 16,000 shops use Tekmetric to increase revenue, improve efficiency, and deliver better customer experiences through digital vehicle inspections, streamlined workflows, and real-time reporting. Learn more at tekmetric.com.

The Washington, D.C.-area chain used cloud-based visibility and real-time coaching to bring consistency to a multi-location operation

Metro Motor took an ambitious approach when scaling to 19 shops across the Washington, D.C. metro area. For COO Faisal Abu-Taa, the growth came from a simple formula: the right people, consistent execution, and the willingness to seize opportunities as they came, whether that meant adding a towing division, a collision department, an auto supply delivery business, or a new neighborhood shop.

But scaling fast created a familiar problem to any multi-shop operator: keeping every location running in a consistent way when you can't be everywhere at once. That's when Tekmetric entered the picture and made all the difference for Metro Motor.

From Paper Job Boards to Full Visibility

Before Tekmetric, checking on a shop meant physically being there. Abu-Taa had to be on-site just to see what was on the job board. That process worked when Metro Motor had a handful of locations but couldn't scale to 19.

Since moving the entire network onto Tekmetric, that changed. The platform's cloud-based access gives Abu-Taa and his operations team visibility into every shop from any location.

"Tekmetric gives us full visibility compared to before, when it was a struggle. I needed to visit each shop to even see what was on the job board," Abu-Taa said. "Now, with the cloud-based ease of Tekmetric, I have complete insight into everything going on. I can shoot a quick text: 'Hey, let's clean this up,' without the drive across town."

The rollout itself moved very fast. Metro Motor started onboarding its locations in November, and every shop was live by February, with teams fully trained by mid-March.

Consistency Across a Transient Market

Running 19 shops in the Washington, D.C. metro area means navigating distinct neighborhoods, each just minutes apart but with a different customer base and different expectations. Abu-Taa's team leans into that, treating each location like a neighborhood shop first.

Tekmetric Multi-Shop capabilities help make that possible without sacrificing consistency. When a customer visits any Metro Motor location, their service history travels with them.

"When a driver pulls into our bays, they become part of the Metro Motor family, with data synced in real-time across three states," Abu-Taa said. "Whether they first become a customer of ours in Old Town, Arlington, Bethesda, Georgetown, or any one of our neighborhood locations, they're entered in the system and can be recognized and greeted on their next visit, even if it's to a different shop. Being able to greet a customer by name with, 'Welcome back! I see you've been with us before,' goes a long way to building loyal and long-term relationships."

In a market as transient as Washington, D.C., where customers move among neighborhoods regularly, that builds trust fast.

Turning Inspections Into Revenue

Metro Motor's average repair order has climbed from about $450 to $800 per ticket, growth Abu-Taa credits to digital vehicle inspections (DVIs) paired with clear customer communication.

"Getting the car in, looking it over, and being able to present it with pictures and videos has really helped," Abu-Taa said. "It makes it an easier sale. We're showing, and seeing is believing."

Tekmetric Payments gave the team another lever to close large jobs. With financing options available directly through the platform, service advisors offer customers a way to say yes to larger repairs, like an engine or transmission job, without the sale stalling out at the estimate.

"It's given our guys the opportunity to send those videos, send different documentation, and to feel comfortable landing a sale. We also have access to Carfax so you're able to do better on the maintenance side," Abu-Taa said. "Our maintenance sales have gone up."

Metro Motor also uses Tekmetric to text customers directly from the shop's own number, sending inspection results and even a welcome message when a car comes in. Abu-Taa calls it an auto hospitality approach: every customer gets the same digital experience, tied to the shop, not to whichever advisor happens to be working that day.

Coaching in Real Time, Not the Day After

For a chain Metro Motor's size, consistency depends on catching problems before they reach the customer, not after. Tekmetric's real-time activity feed lets Abu-Taa's managers review inspections and estimates while a repair order is still open.

"Right now, we could open Tekmetric, see a customer go through, and look at the inspection report. We can say things like, 'Hey, before you send that, real quick, make sure we fix this, or look at the estimate. Hey, we missed this on it,'" Abu-Taa said. "Being able to coach in real time has been crucial."

That visibility now anchors a standing weekly review. Every week, managers and service advisors from across all 19 locations join a video call to walk through a handful of estimates together, line by line, comparing how each shop wrote up the same kind of job.

"We'll go over three estimates as a team on a Google Meet, going over the inspection report, the estimate, to try to get to that level of consistency across the board," Abu-Taa said.

It's a small ritual, repeated weekly, that keeps all shops writing repair orders the same way.

Onboarding a Workforce, Not Just a Software

Metro Motor hires from both inside and outside the automotive industry, and Tekmetric's sandbox environment gives every new hire, regardless of experience level, a place to train before they ever touch a live repair order.

"Usually within three weeks, even someone who has no experience within the industry, they're able to pick it up," Abu-Taa said.

New locations follow the same playbook: Metro Motor activates its Tekmetric subscription two weeks ahead of a shop's opening to build out test repair orders and get the team comfortable before day one.

Turning an Internal Parts Division Into a New Revenue Line

As Metro Motor grew, it launched Metro Motor Auto Supply, an internal division that supplies its shops with oil, filters, and other shop products. Tekmetric's SmartJobs ties directly into that operation, tracking product usage in real time as technicians complete jobs, rather than relying on manual inventory counts.

That real-time tracking turned into an unexpected growth opportunity. Metro Motor now supplies parts and products to shops outside its own network, using its Tekmetric integration as part of the pitch to win that business.

"Now it's growing and we're starting to supply repair facilities beyond our own shops," Abu-Taa said.

What started as a way to manage internal inventory has become its own line of business.

What's Next

As the network grows, Abu-Taa's focus stays the same: standardize the operation so every customer, at every location, gets the same experience.

"It's helped standardize our operation and helped us be more consistent across the board, to build a brand name that's recognizable throughout the DMV area," Abu-Taa said.

His advice to other multi-shop operators considering Tekmetric is direct.

"You don't lose anything by trying it," he said. "Once you make the change, you look back and you're like, 'I wish we would have done that a year ago.'"

Frequently Asked Questions

How much did Metro Motor's average repair order grow after switching to Tekmetric?
Metro Motor's average repair order grew from about $450 to $800 per ticket, growth the company attributes to Tekmetric DVIs, clear customer communication, and financing options through Tekmetric Payments.

How does Tekmetric help multi-shop operators stay consistent across locations?
Tekmetric's cloud-based platform gives operators full visibility into every location's job board, inspections, and estimates in real time, without requiring an operator to be on-site. Its multi-shop capabilities also connect customer history across locations, so a customer is recognized no matter which shop they visit.

How long does it take to onboard a new location or a new hire on Tekmetric?
Metro Motor typically activates Tekmetric two weeks before a new shop opens to prepare the team. New hires, including those without automotive industry experience, are generally comfortable running the platform within three weeks using Tekmetric's sandbox training environment.

About Metro Motor

Metro Motor is a multi-location automotive repair, collision, and towing chain based in Washington, D.C., operating 19 locations across the Washington, D.C. metro area. Metro Motor uses Tekmetric to standardize operations, strengthen customer trust, and scale a consistent, neighborhood-shop experience across its network.

About Tekmetric

Tekmetric is a cloud-based shop management platform built for independent auto repair shops. More than 15,000 shops use Tekmetric to increase revenue, improve efficiency, and deliver better customer experiences through digital vehicle inspections, streamlined workflows, and real-time reporting.

It grew ARO from $399 to $699 while cutting operating hours and boosting morale

Keith Kingston and his brother Jack Kingston opened The KAR Shop in Rogers, Arkansas, in June 2006 with one goal: build a family owned repair facility where customers could trust the work and technicians could be proud to show up every day.

Twenty years later, that goal hasn't changed. What has changed is the system behind it.

Before switching to Tekmetric, the shop was getting by, but growth was stalled. The team couldn't see technician capacity. They missed upsell opportunities. The workflow was clunky, and the software wasn't getting better.

Shortly after Kevin Braker joined as general manager, he and Keith began looking for a platform that could keep up with the original vision for the shop. They wanted something cloud-based, cutting-edge, and built by someone who understood the auto repair industry from the inside.

That’s when they discovered Tekmetric.

Starting with a Problem

Before switching to Tekmetric, The KAR Shop faced the kind of operational friction that slows down even the best shops. Job boards required manual management. Advisers couldn't see where vehicles were in the workflow without physically walking the shop to find cars and paper tickets. Parts ordering meant juggling 10 browser windows to compare prices across suppliers. And when the previous shop management system pushed a software update, it wasn't a quiet background process — it was a full shutdown. 

Every workstation had to be updated individually while the shop sat idle. 

"We felt like the software just wasn't going to get better," Braker said. "Updating it meant closing down operations." 

Tekmetric works differently. Updates roll out automatically, in the background, with no interruptions to the workday. The shop never has to choose between staying current and staying open.

"We spent a lot more time than we should have fighting the former shop operating system," Braker said.

One of the biggest issues was visibility. Braker couldn't see how much work each technician had lined up or whether the shop could handle more cars. The team was making decisions based on how things felt, not what the numbers said.

"You'd look out in the parking lot and think, 'Oh man, we're way behind,' and you'd turn away work because you went by how you felt, not by the facts," Braker said.

Finding the Right Platform

The KAR Shop evaluated about four software platforms before choosing Tekmetric in 2019. The decision came down to three factors: cloud-based infrastructure, modern features, and leadership from someone with auto repair experience.

"We liked the fact that Tekmetric was run by a shop owner," Keith said. "Sunil knew the industry. He wasn't just a software guy taking advantage of a market that he saw was open. He was trying to help his people."

The transition to Tekmetric was extremely smooth.

"This was the least disruptive of any software change we've ever had to do," Braker said. "You guys were so helpful at making the transition and moving our customer files over."

The 75% ARO Jump

The KAR Shop's average repair order sat at $399 before implementing Tekmetric. Today, it's $699, a 75% increase.

Braker attributes the growth to two Tekmetric features: maintenance-based recommendations and streamlined workflows that allow the shop to process more work without adding chaos.

"Being able to just interact with the maintenance schedules, having canned jobs — it's a mixture of us just doing a better job and being educated, and Tekmetric giving us the ability to do a better job," Braker said. 

The tech board feature gives The KAR Shop real-time visibility into how many hours of work each technician has lined up. That clarity eliminates guesswork about capacity and helps the team make smarter scheduling decisions.

"I can see how many hours of work each tech has lined up," Braker said. "That was missing before."

Parts ordering accelerated after The KAR Shop integrated Parts Tech through Tekmetric. Instead of opening 10 browser windows to check supplier inventory and pricing, advisers can now search multiple suppliers at once and place orders in minutes.

"It's all automated now," Braker said.

Digital Vehicle Inspections Build Trust

Before Tekmetric, The KAR Shop presented repair recommendations over the phone. Advisers called customers and explained what the vehicle needed. There were no photos. No videos. Just a voice on the other end of the line explaining problems the customer couldn't see.

That changed when the shop started using Tekmetric's digital vehicle inspections (DVIs).

"How we present the work is completely different now," Braker said. "The pictures and the movies — you almost don't even have to talk. They see it. You explain it a little bit."

The DVI process gives customers transparency into the condition of their vehicles. Advisers document both good and bad components, then send an inspection link via text or email. Customers can review the inspection before discussing repairs, which builds trust and reduces skepticism.

"The industry has a trust issue," Braker said. "When you bring in a new customer, they're super impressed when we send them a digital inspection and they see the pictures and see the red, green, yellows. It kind of sells itself."

The shop trains advisers to address the primary customer concern first, then discuss overall vehicle health before jumping to pricing. The strategy prevents sticker shock and keeps customers engaged in the conversation.

"If you tell someone it's going to be $2,000 for the repair they came in for, they stop hearing anything else you say," Braker said. "We talk about the general health of the truck first, then we can discuss what needs to be done now and what can wait."

The biggest challenge wasn't getting customers to trust the process — it was getting technicians to take the photos. Once the team saw the ARO start climbing, buy-in followed quickly.

"Once they saw the ARO going up, it just started working," Braker said.

Text-to-Pay Enables After-Hours Operations

The KAR Shop runs on an unusual schedule for an auto repair facility: 6 a.m. to 2 p.m., Monday through Friday.

The shift started as a necessity. Last summer, temperatures inside the shop reached sweltering heights. The KAR Shop let technicians come in at 6 a.m. and leave between noon and 2 p.m. to avoid the worst heat. One technician suggested working straight through lunch with two 15-minute breaks instead of taking a full hour off. The shop tried it, and nobody complained.

"We weren't hearing complaints from customers," Braker said. "We weren't having any problem with anything."

The team leaned into the model. They added key boxes for after-hours pickup and trained advisers to ask customers to drop off vehicles the night before. They started streamlining in-store customers when possible and pushed digital payments through Tekmetric's Text-to-Pay feature.

Today, about 80% of The KAR Shop's jobs are dropped off the night before and picked up after hours. Customers pay online, retrieve their keys from a secure key box, and drive away without ever stepping inside.

"Without Text-to-Pay, we could have never changed like this," Braker said.

The compressed schedule delivered a massive morale boost. Two technicians' spouses were able to take jobs that start at 4 p.m. because their husbands are home by 2:30 p.m. Other employees can attend their kids' after-school activities, cook dinner with their families, and make medical appointments without missing work.

"It's a plus," Keith said. "They make doctor's appointments in the afternoon. They're not missing any pay. We don't have to go without an employee for half a day."

Reducing Daily Chaos for Technicians

Tekmetric's digital job board gives technicians visibility into what's coming and what's already in the shop. That visibility reduces chaos and gives technicians input on dispatching decisions.

"They look ahead and will ask the dispatcher, 'Hey, why don't you let me diagnose this one before I do that one?'" Braker said. "That's definitely streamlining it — having their input on the dispatching of the work."

The parts notification feature prevents wasted movement. Technicians receive a notification on their phones when parts arrive, which keeps them from pushing vehicles in and out of bays unnecessarily.

"They get the little ding on their phone, and 'Hey, my parts are here,'" Braker said. "That kept us from wasting time pushing a car in and out because they know the parts are up front."

The KAR Shop is also training technicians to handle their own estimating on primary concerns. In the past, that would have created chaos. With Tekmetric's integrated labor guides and Parts Tech, technicians can look up parts and build estimates without slowing down the shop.

"In the past, we couldn't have done that either," Braker said. "Tekmetric helped a lot there, too."

Building a Culture That Keeps People

The KAR Shop recently won Tekmetric's 2026 Shop Excellence Award for Best Shop to Work For. This recognition reflects a deliberate culture designed before the shop even opened.

"When Jack and I originally planned this back in 2002 and 2003, we spent two or three years planning it, designing the culture we wanted, and what we wanted to do," Keith said. "We've always stuck with that. We wanted to be a family place."

The shop also has a focus on benefits that money can't buy. When a technician needed time off for a family tragedy, the shop paid him to stay home until he was ready to return.

"He'll be a better employee when he comes back," Keith said. "And his wife will probably never forget it."

The hiring process reflects the same priorities. When The KAR Shop interviews a candidate, they send the person to lunch with the entire team without the owners present. If the team says the candidate won't fit, the shop doesn't hire them, even if the resume looks good.

"We've hired people that were turning 50 or 60 hours a week, but everyone else was mad," Braker said. "Not because of the hours — it was the attitude, the drama they caused. It's just not worth it."

The strategy works. One technician just hit 15 years with The KAR Shop. When dealerships try to poach technicians, employees don't ask about pay anymore. They ask whether the dealership offers a 6 a.m. to 2 p.m. schedule, time off for trick-or-treating with their kids, and support during family emergencies.

Maintaining a 4.8-Star Reputation

The KAR Shop has almost 1,000 Google reviews and a 4.8-star rating. That reputation didn't happen by accident.

The shop uses Tekmetric Marketing to request reviews. The platform links customers directly to their Google accounts, which makes leaving feedback fast and easy.

"That really helps when they get a request for a review that links them directly to the Google account they're already logged into," Braker said.

Advisers ask for reviews at pickup, and some go further. One adviser tells customers, "Now, I can count on you leaving us a five-star review, right? I'm going to look in the morning and make sure you leave me a review."

The reviews keep coming because the shop delivers accurate estimates and transparent communication. Customers rarely get surprise calls asking for more money because the labor guide integration ensures estimates are accurate from the start.

"Having the labor guide integrated, giving us accurate estimates, and being able to automatically ask for a review — I think that helped a lot," Braker said.

Looking Ahead

The KAR Shop is planning to grow. The area within five miles of the shop is adding 250 residents per month, and it is an opportunity to scale the business without losing the culture they've built.

They expect Tekmetric to keep up with that growth.

"We're expecting you guys to keep up with technology," Braker said. "We're expecting you to keep up with AI, keep up with any new technology, keep watching the suggestion board."

Braker wants to see Tekmetric continue consolidating tools into one platform. The shop already uses Tekmetric for shop management, payments, and marketing. The goal is to eliminate the need for multiple subscriptions and keep everything under one roof.

"You guys are consolidating it all into one package, which makes it really handy," Braker said. "Everything is consolidated, and we don't need to do anything else."

The shop's message to other independent operators is clear: if you're not on Tekmetric, you're falling behind.

"This is the future for an independent auto shop," Braker said. "Everybody else is light-years behind where Tekmetric is."

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Parker Branch grew ARO from $583 to more than $1,000 with Tekmetric’s inspection tools and streamlined workflows

Parker Branch started Branch Automotive with a two-bay emissions testing station and one guiding principle: earn trust through clear communication. Today, his 14-bay diesel specialist shop runs on that same principle — backed by results that earned him Tekmetric's 2026 Shop Excellence Award for Sustained Growth.

The path from solo technician to award-winning shop owner didn't involve shortcuts. Branch built systems that freed his Highlands Ranch, Colorado, team to focus on two things: fixing diesel trucks and helping customers understand exactly what's happening under the hood.

Starting with a Strategy

Branch worked in dealerships and independent shops for more than 20 years before opening his own business during the 2008 financial crisis. He knew attracting customers to a new shop would be the hardest part, so he opened a diesel emissions testing station in Colorado to get trucks in the door.

“I thought, if people come for emissions testing, I can talk to them about their trucks,” Branch said. “I could show them my background, my training, and hopefully convert them into service customers.”

He stood on County Line Road in Highlands Ranch with handheld signs on slow days, waving at diesel trucks to advertise the new testing station. He even built a basic website with a $300 Google Ads budget. The phone didn’t always ring in the beginning, but word of mouth from 15 years of working in the area started bringing customers through the door.

Growing Through People and Process

Within months, Branch realized he couldn’t answer phones, run the dynamometer, fix trucks, and manage the business alone. He hired a helper who could share emissions testing duties. Then he hired a second technician to use the other bay. Eventually, he brought on an office manager who had worked with him at a dealership.

By 2012, Branch Automotive was generating $850,000 in revenue from two bays while charging $80 per flat-rate hour. The problem was Branch had been running the entire operation without shop management software and no clear understanding of margins or labor rates.

“I was shooting from the hip,” Branch said. “I didn’t know what I was doing with pricing.”

He invested in his first shop management system, which gave him visibility into parts ordering, cost control, and performance tracking for the first time. Through industry training programs, Branch learned how to use software to understand his business.

“That was revolutionary,” Branch said. “I could finally see what was happening.”

In 2014, Branch bought an eight-bay AAMCO facility down the street for $1.2 million and moved the business into a space that could support real growth. With more bays came more technicians, more advisers, and more need for systems that could keep everyone aligned.

Finding the Right Platform

As Branch Automotive grew, Branch kept looking for tools that would streamline operations and remove friction. He tried different platforms over the years, but the process always required advisers to flip between screens and manually create sub-estimates for every finding marked on an inspection. The workflow slowed down his team.

When Branch heard about Tekmetric’s reporting capabilities and the one-click feature that creates a sub-estimate for every yellow or red finding on the inspection, he knew it was time to make a change.

“That feature streamlined everything,” Branch said. “It creates a bucket for every finding, and the adviser just cruises right down through them. The process got faster, and we could handle more work without adding friction.”

Branch Automotive switched to Tekmetric two-and-a-half years ago, and the decision paid off immediately.

“It’s definitely been the right decision,” Branch said. “It’s an improvement for us.”

How Digital Vehicle Inspections Drive ARO Growth

Branch Automotive’s average repair order was $583 before adopting Tekmetric. Today, it sits over $1,000, with many months pushing toward $1,300. When emissions testing is removed from the blended calculation, the shop’s ARO is about $2,700.

Branch attributes the 77% increase in ARO directly to consistent use of digital vehicle inspections and the systems Tekmetric provides to make sharing those inspections seamless.

“There’s a direct correlation between using Tekmetric and the results we’ve seen,” Branch said. “If you’re using the tool right and following through with the 300% rule, the numbers will move.”

The 300% rule is an industry standard: 100% of vehicles should be inspected, 100% of findings should be estimated, and 100% of estimates should be shared with the customer. Tekmetric’s DVI platform makes that process efficient and repeatable.

Branch’s team follows strict internal standards for how many photos and videos to include in each inspection. They document both good and bad components to give customers a complete picture of vehicle health. Every finding includes clear verbiage explaining what the issue is, why it matters, what should be done, and what happens if it’s deferred.

When the inspection is complete, advisers send the customer a link and ask them to review it before calling to discuss it together. If the customer is in the shop, advisers use monitors that pivot so they can walk through the inspection side by side.

“We train advisers to address the primary concern first, then talk about overall vehicle health,” Branch said. “We ask them not to jump straight to pricing. If you tell someone it’s going to be $2,000 for the repair they came in for, they stop hearing anything else you say. We talk about the general health of the truck first, then we can discuss what needs to be done now and what can wait.”

For a diesel shop where repairs can be complex and expensive, that level of transparency builds trust. Customers can see what’s happening with their trucks and make informed decisions about what to fix.

“We’re not trying to sell them something they don’t need,” Branch said. “We’re showing them what we found and letting them choose. That’s what the DVI does.”

Tracking Performance and Coaching the Team

Tekmetric’s reporting tools give Branch visibility into metrics that matter.

“I can look at each adviser and see where they are on those numbers,” Branch said. “If someone’s close ratio is lower than the rest of the team, that tells me they need some help. Maybe they need training. Maybe they’re not following the process.”

That data helps Branch identify which advisers to put into performance coaching programs to give them the tools and peer support they need to improve.

The inspection reporting also shows Branch how many inspections each technician completes and how thoroughly they document findings. If one technician has significantly more green findings than the rest of the team, it’s a signal to check in and see if they need retraining on the shop’s standards.

“It’s not cookie-cutter,” Branch said. “But over time, you can see patterns. Tekmetric makes it easy to see those patterns and take action.”

Investing in the Team

Branch closed the shop and brought his entire team to VISION this year to make sure they got the same training and motivation he receives when he attends industry events.

“I used to go to trainings and come back with a list of ideas,” Branch said. “Some of it would get implemented, and some wouldn’t. I realized my employees needed to have that same experience. They needed to be there, not hear it secondhand from me.”

Everyone chose the classes they wanted based on their career goals. Some focused on improving their technical skills. Others explored leadership development because they’re interested in eventually owning a shop or moving into management.

Branch believes providing a development path is essential to maintaining a strong team culture. Employees want to feel like they’re growing and improving, not just stuck in a position with no future.

“It’s human nature,” Branch said. “Everyone wants to feel like they have a path. Training and growth opportunities are part of how we keep people engaged and proud of what they do.”

Weathering Economic Challenges and Looking Ahead

Branch isn’t chasing numbers just to chase numbers. He’s focused on maintaining culture, delivering great customer experiences, and making sure his team feels proud of the work they do.

“You can get caught up in the numbers and it starts to take the fun out,” Branch said. “We’re focusing on the customer experience and being happy. Most of us here like fixing stuff. We feel good when we’re successful and the customer is happy.”

Behind the scenes, Branch is working on strategies to bring more customers through the door. But the systems are in place. The team is trained. The tools work. When traffic picks up, Branch Automotive is ready.

The Advice for Other Shop Owners

Branch won Tekmetric’s 2026 Shop Excellence Award for Sustained Growth because his ARO trajectory reflects years of deliberate decisions about how to run the business. He didn’t get there by accident.

“If you’re a shop owner sitting at $500 or $600 average repair order thinking that’s just the nature of your market, you’re wrong,” Branch said. “The tool is there. The process works. You just have to use it.”

For shop owners considering Tekmetric, Branch’s advice is simple: look at the reporting, look at the inspection process, and see how easy it is to track performance at the adviser level.

“Let me show you the reporting,” Branch said. “Let me show you how we look at average written, average repair order, and close ratios for each adviser. The tool makes it so easy to see where the opportunity is and who needs coaching.”

Branch knows changing systems isn’t easy, especially for a mature business. But he’s always been willing to make changes that streamline operations, reduce friction, and help his team perform better.

“Tekmetric makes it easier to do the things we were already trying to do,” Branch said. “The inspection process is faster. The reporting is better. The sub-estimate feature saves time every single day.”

After two and a half years on Tekmetric, Branch has no regrets about making the switch. The results speak for themselves.

Frequently Asked Questions

What results did Branch Automotive see after switching to Tekmetric?
Branch Automotive increased average repair order by 77%, from $583 to over $1,000, with actual repair work averaging $2,700 when emissions testing is excluded. The shop processes 10,000 to 15,000 digital vehicle inspection images and videos per month and won Tekmetric’s 2026 Shop Excellence Award for Sustained Growth.

How does Branch Automotive use digital vehicle inspections to increase ARO?
Branch Automotive follows the 300% rule: inspect 100% of vehicles, estimate 100% of findings, and share 100% of estimates with customers. The team documents both good and bad components with photos and videos, includes clear explanations for every finding, and uses Tekmetric’s one-click sub-estimate feature to create estimate buckets for each yellow or red inspection item.

What made Branch Automotive choose Tekmetric?
Branch needed better reporting capabilities and a faster inspection-to-estimate workflow. Tekmetric’s one-click feature that creates a sub-estimate for every yellow or red finding eliminated the manual process of creating individual estimate buckets. The platform also provides detailed reporting on average written, average repair order, and close ratios by individual adviser.

How does Branch Automotive train advisers to present estimates?
Advisers are trained to address the primary customer concern first, then discuss overall vehicle health before talking about pricing. They send inspection links to customers for review before discussing repairs, and use pivot monitors to walk through inspections side by side with in-store customers. This approach prevents sticker shock and builds trust through visual evidence.

What metrics does Branch Automotive track in Tekmetric?
The shop tracks average written, average repair order, and close ratios for both the shop overall and individual advisers. Branch also monitors how many inspections each technician completes and how thoroughly they document findings to ensure consistent quality standards across the team.

About Branch Automotive

‍Branch Automotive is a diesel specialist shop in Littleton, Colorado, serving customers with Cummins, Duramax, and Powerstroke repairs. The shop operates eight bays with a team that holds more than 100 years of combined technician experience and includes GM World Class Master certification, ASE World Class technicians, and Ford factory-trained diesel mechanics. Branch Automotive is one of the few Colorado-certified diesel emissions testing facilities in the state.

About Tekmetric

‍Tekmetric is a cloud-based shop management platform built for independent auto repair shops. About 15,000 shops use Tekmetric to increase revenue, improve efficiency, and deliver better customer experiences through digital vehicle inspections, streamlined workflows, and real-time reporting. Learn more at tekmetric.com.

‍Overview

Main Street Auto, a growing network of community-rooted automotive shops, has expanded rapidly under the ownership of Northern Rock – from 6 locations in 2022 to over 115 by late 2025. But growth hasn’t come at the cost of local flavor.

Main Street Auto doesn’t believe in one-size-fits-all. Their model is built around acquiring trusted neighborhood shops and letting them keep what makes them special while supporting them with systems that work at scale.

They found that platform in Tekmetric.

The Challenge

By mid-2023, Main Street Auto had grown to 41 locations. But their shop management system wasn't keeping up. As new shops joined the network, many arrived with outdated, server-based tools that made it harder to unify operations, standardize reporting, and deliver a consistent guest experience.

Main Street Auto was looking for:

• A modern, cloud-based platform that could roll out smoothly across different shop formats
• A way to give shops the freedom to operate locally while maintaining network-wide visibility
• Flexible reporting and integration options to bring financial and operational data into one view
• A long-term technology partner who understood the unique needs of both independent shops and multi-location operators and could support the magnitude at which Main Street Auto was moving

The Solution

Main Street Auto selected Tekmetric in June 2023. The platform’s combination of intuitive design, robust feature set, and enterprise readiness made it the clear choice.

Benefits at every level:

• Service advisors and technicians enjoy a modern, easy-to-learn interface that speeds up workflows and improves customer communication.
• Local managers have the freedom to tailor services to their market, without losing process alignment.
• Corporate leaders gain visibility across all locations with real-time data, custom financial reports, and API-driven insights.

The Results

Tekmetric is now the central platform for more than 100 Main Street Auto locations across the U.S. from general repair and tire shops to express lube and heavy-duty facilities. It enables consistent operational execution, while giving each shop the tools and autonomy they need to serve their community.

The result: a single, flexible platform that supports growth, simplifies operations, and helps every shop put its best foot forward.

What’s Next

Main Street Auto continues to grow rapidly, onboarding new shops, expanding into new regions, and refining its MSO playbook.

With Tekmetric, every new location is brought into a platform that supports community-driven service at the shop level and clear, centralized control at the corporate level.

Looking ahead, the team is also planning a transition from Shopgenie to Tekmetric Marketing, bringing customer engagement and shop operations under one roof. The goal: a true all-in-one platform to run the business and build lasting customer relationships.

How a franchise-first brand drives operational clarity and brand consistency across hundreds of shops with Tekmetric as their partner for growth.

Overview

With more than 315 locations across 30 states, Christian Brothers Automotive (CBA) has become a trusted name in automotive repair and redefined the auto care experience. Their unique franchise model prioritizes owner-operators, consistent guest experiences, and long-term cultural alignment over aggressive growth.

When CBA needed a modern shop management system to support expansion while protecting brand consistency, they turned to Tekmetric.

‍“It was a high-stakes, high-risk bet. And it’s gone even better than expected.” — Josh Eddy, Director of Strategy & Innovation, CBA

The Challenge

By 2018, CBA was operating on an outdated, server-based system. Each franchise managed data in silos, creating inconsistent processes and preventing a unified customer experience.

CBA needed:

• A cloud-based platform that would scale with 20–25 new shops added each year.
• Real-time visibility into financials, shop metrics, and technician performance across the network.
• A true partner, not just a vendor, to co-innovate and adapt to the needs of a fast-growing franchise system.

The Solution

After evaluating more than 30 systems, CBA selected Tekmetric in late 2019. The decision came down to Tekmetric’s cloud-native foundation, cultural alignment, and willingness to act as a collaborative partner.

Highlights of the rollout and ongoing partnership:

• Nationwide rollout in 3 months: ~200 stores migrated in Q4 2019 through a carefully staged, highly supported plan.
• Cloud agility during COVID-19: Remote workflows kept shops open and guests safe during lockdowns.
• Continuous innovation: Tekmetric’s accelerated feature releases – from sublet profitability tracking to custom API capabilities – directly reflect franchisee needs.
• Integrated payments: Merchant services adoption has streamlined reconciliation and improved subscription offerings.

The Results

Today, Tekmetric is the standard across CBA’s 300+ shops, giving every franchisee and corporate leader clarity and consistency in operations.

That consistency has translated into measurable performance gains across the network. Between 2020 and 2024:

• Average sales per shop increased by 72.59%
• Average car count per shop rose by 14.56%
• Average sales per car (ARO) grew by 50.65%

These outcomes were made possible by a platform that brings together shop operations, data visibility, and a true spirit of partnership:

• One universal platform for shop management, payments, and customer engagement.
• Real-time KPIs across every location – down to technician performance and profitability.
• Consistent guest experience across franchises
• Trusted partnership with a vendor that listens, responds, and co-develops solutions.
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‍“It’s an easy, accessible platform to drive insights and value. Any shop owner that transitions to Tekmetric can see the value instantly.” — Josh Eddy, Director of Strategy & Innovation, CBA

What’s Next

CBA continues to expand at a steady pace of 20–25 new shops each year. With Tekmetric, every new franchise can be onboarded quickly, standardized easily, and operated with confidence.

The partnership between CBA and Tekmetric ensures that as the brand grows, its culture, guest experience, and profitability scale right alongside it.

In 2019 Will Rivera returned to his family business, CarTech Auto Center, determined to modernize the six-location operation his father had started in 1986.

“I came in with expectations of using my experience at PwC and being able to plug in new processes and operations, which I had already seen in other industries that have been tested and proven. I quickly learned that auto shop reality is completely different.”

At the time, the company was two years from having to close its doors. Will needed a system that could tighten processes across every bay, motivate technicians, and give him real-time visibility, store by store.

‍Challenge

“We were losing a lot of money in the small stuff that our old system couldn’t track.”

CarTech Auto Center’s legacy software couldn’t keep pace with a multi-location business:

• No holistic view of the six shops meant Will had to log into each store separately to see sales or inventory.
• Inefficient quoting and invoicing slowed staff, capping daily car count.
• Manual parts sourcing required juggling supplier websites.
• Limited technician tracking blocked the performance-pay plan needed to recruit top talent.
• No automated reminders left revenue on the table for deferred work and maintenance follow-ups.

Solution

“Tekmetric is the best shop management solution in the industry right now—if you know how to use it, it’ll make you a lot of money.”

CarTech was able to unlock rapid, multi-shop growth:

• Organization Oversight: One dashboard for every location provides real-time KPIs, easy inventory transfers, and cross-shop scheduling when a store fills up, giving Will total control of six shops in a single view.
• Faster Quoting: Five-minute digital quotes & invoices, complete with photos, video, and text messaging, cut front-counter time in half and doubled daily car throughout.
• Time Tracking: Built-in billable-hour tracking enabled a tiered commission plan that “made techs’ pockets fatter and they worked harder,” driving productivity and staff retention.
• Streamlined Parts Ordering: Quick parts ordering via integrated supplier catalogs eliminates browser-tab juggling and speeds parts arrival.
• Partnership: In response to feedback from CarTech and other multi-location users, Tekmetric enhanced its inventory transfer feature to better support multi-shop workflows.
  

Results

“If Tekmetric grows, I grow, because they reinvest in the product and they listen when multi-shop owners need something.”

In just nine months with Tekmetric, CarTech’s six shops grew monthly revenue 48%, from $155K to $230K, and the flagship store doubled sales. Digital quotes now take five minutes instead of ten, allowing the team to move 20+ cars a day without requiring extra staff. Real-time billable-hour tracking allows techs to earn well over the industry standard, making hiring and retention easier.

What’s Next

“We’re expanding, not selling. Tekmetric will scale with us—store by store, bay by bay."

Will plans to:

• Standardize all six shops on Tekmetric, pushing monthly revenue to $270–$280K.
• Open a sixth shop and a joint-venture location in the continental US.

Learn directly from Will on how to improve your shop's operations in our upcoming webinar on June 19th @ 2pm ET! Register Here.

Tomi Oliva, owner of SJ Automotive in Chicago, took over his family's auto repair business in 2016 and has transformed it into a thriving shop. He faced typical challenges for many shops, including inefficient workflows, difficulties in tracking key metrics, and the need for better customer communication. Tomi recognized the need for change and embraced Tekmetric, a decision that led to dramatic results.

Challenge

“I started noticing that my shop management system was really, really bad.”

SJ Automotive relied on a cumbersome system that slowed operations and hindered growth, resulting in:

• Time-consuming quote generation
• Difficulties in tracking technician productivity
• Limited visibility into shop performance metrics
• Slower customer communication

Solution

Tomi chose Tekmetric for its ability to provide real-time data, streamline shop operations, and enhance customer communication. The platform automated processes, improved financial tracking, and facilitated a transparent repair process.

Results

Doubling Car Count and Revenue

"Tekmetric is a tool in my tool bag that's helped me become profitable.”

Tomi has driven significant growth across key metrics at SJ Automotive:

• Revenue: Monthly revenue has doubled, growing from ~$20–25K to ~$40–50K.
• Average Repair Order (ARO): Increased by approximately $200 per vehicle.
• Efficiency: Estimate creation time reduced from 40 minutes to about 10 minutes.
• Car Count: SJ Automotive’s car count has doubled since switching to Tekmetric. 

Data-Driven Decision Making

"I didn't even know some of these metrics before, and now they're in front of my face every time I open it."

With Tekmetric’s real-time reporting and data insights, Tomi now has a clear view of key metrics like technician hours, employee productivity, and profitability. This visibility helps identify areas for improvement and optimize overall performance. In addition, integration with SEO tools enables SJ Automotive to track marketing ROI and fine-tune campaigns for greater effectiveness.

Improved Customer Communication

"I really love the ease of communication and authorization."

SJ Automotive has improved their customer communication by streamlining estimate and authorization processes. As a result, estimates, approvals, and payments happen faster, creating a more efficient and transparent repair process and improving overall customer satisfaction.

What’s Next

Tomi is focused on continued growth. SJ Automotive's future goals include doubling their car count, opening another location, and implementing new growth strategies.

For nearly a decade, Tony Perez, owner of Euro Car Doctors in Orange County, California, has been committed to delivering premium auto care. But as business grew, outdated software made it harder to keep up, and customers started to feel the impact. 

Challenge

"We'd have 10 appointments for the day, and by 11 a.m., only two quotes were out. We still had eight to go.”

Tony’s team was bogged down by:

• Estimates that took 4-5 hours to complete
• Inefficient workflows between techs and service writers
• A backlog of appointments that led to delays and customer frustrations 

Solution

“We needed something that could keep up with our intake and let us grow without being bottlenecked.”

Tony knew his customers deserved better - faster service, clearer communication, and less time waiting. After exploring his options, he chose Tekmetric for its ability to streamline operations and deliver a more efficient, transparent experience from check-in to estimate.

Learn about Euro Car Doctors' customer experience:‍

Results

Increased Efficiency and Productivity:

Creating estimates now takes less than 90 minutes, down from 4–5 hours. That means more vehicles in the shop and more satisfied customers driving away.

Increase in Average Repair Order (ARO):

Faster quoting and comprehensive digital vehicle inspections means customers see everything their car needs right away. The result? An increase in average repair order to $900 and more confident decisions from customers. 

"Our numbers were through the roof because I was able to quote more items on those tickets that the car needed."  

Improved Customer Satisfaction:

Each customer receives a detailed quote informing them about the services needed and associated costs, empowering them to make confident decisions. Transparent, timely communication has built trust with customers and it shows in the reviews with a 4.8 star rating on Google.

"We tell the customer what they need to hear, not what they want to hear. Everything we see gets quoted to be fully honest and transparent with our customers."  

Expansion to a Second Location:

Improved operations allowed Tony to open a second shop, without sacrificing quality.

“As we grow, we won’t open the next store until the last one runs on autopilot.”

What’s Next

Euro Car Doctors isn’t slowing down. As each shop reaches capacity, Tony plans to expand, driven by his commitment to delivering an exceptional customer experience, with Tekmetric helping power the growth behind the scenes.