Steps in Automotive Service Procedures
To understand the opportunity AI workflow automation has, it is worth reviewing the typical steps in automotive service processes:
- Check-in and diagnostics: the customer brings the vehicle in by scheduled appointment, drive-up, or tow. Cox Automotive found that 59% of US service calls were scheduled, with 70% booking by phone. The automotive service technician accesses the diagnostic port for automated vehicle health reading.
- Inspection: The shop assigns an automotive service technician to the vehicle for initial inspection. This step either confirms the customer's belief about the needed repair or allows the technician to diagnose the issue independently and create the repair order (RO). Common repair processes are:
- Engine performance issues
- Air conditioning refrigerant leaks
- Emissions systems issues (found by a failed emissions test)
- The technician prepares an estimate and presents it to the customer for approval. Only then can the work start.
- The technician performs the work and reviews it with the customer once it is completed.
These steps, while simple, can lead to significant error and discontinuity, severely harming the dealers’ relationship with the consumer. Once that happens, customers can go to a competitor shop for their next service visit. Improving this process is essential to the longevity and positive reputation of the dealership.
The Current State of Automotive Repair
Automotive service shop advisors are interrupted about 32 times a day. The disruption has many causes, from walk-in service calls to customers calling for repair updates. However, there is a hidden productivity loss that automotive service technicians and repair shops don't often consider: workflow management inefficiency.
Sources of service workflow inefficiency often arise from the transition between procedure steps, each requiring a handoff between service team members, the advisor, or the customer – and work stops if completion of the handoff is not timely.
Risks of Maintaining the Status Quo
The "do nothing" solution is easiest; there is comfort in doing things the way they have always done. But there is a cost of refusing to adapt. In addition to reduced customer retention, reputation, and negative reviews, 32 daily interruptions translate to 580 non-productive monthly minutes, equating to revenue erosion of $2,500.
Based on client usage conditions and settings, implementing AI-driven intelligent planning can save 25% working time in service reception and control teams, add 10% efficiency for technician time spent, and free up 12 extra technician hours per month by removing paper from their workflow. It is worth noting that time and efficiency improvements may vary between applications.
The Solution: Getac AI Workflow Automation for Automotive Service Technology
AI specializes in finding correlations between seemingly unrelated factors, enabling optimization of each for a more efficient output. These elements include missed appointments, walk-ins, emergencies requiring immediate attention, parts shortages, repair delays, or human error. Each of these creates delays in the process.
The adoption of Getac's automated workflow solutions offers numerous advantages for auto or engine repair shops looking to enhance their service offerings and operational efficiency, setting up fully automated customer experiences to boost ROI:
- Reduced Manual Tasks: By automating routine tasks, resources can be allocated more effectively, focusing on complex repairs and customer service.
- Accuracy and Precision: Automated workflows minimize human error, ensuring that diagnostics, repairs, and billing are conducted with high levels of accuracy.
- Customer Loyalty: An efficient, transparent repair process enhances customer trust and loyalty, encouraging repeat business and referrals.
- Scalability: Getac designed solutions to grow with your business, providing scalable tools that adapt to your shop's varying needs.
How AI Workflow Automation Creates a Holistic Consumer Experience
The AI-driven management software consolidates processes to assess the total available time for reallocation to the automotive service technician. In addition, a singular interface point for the service advisor program removes the inefficient transition between communication forms.
Centralizing communication on a rugged tablet provides real-time data sharing to avoid redundant data entry. It allows information sharing with the on-the-work order for transparent customer interactions. AI is masterful at reacting to real-time scheduling changes in the workflow. It rapidly reallocates technicians with free time to where the workshop needs it most while balancing disciplines and skill levels to ensure quality.
Additional Benefits of an AI Workflow on Automotive Service Technology
Implementing Getac's AI-driven automated workflow solutions enables automotive service centers to provide top-notch customer service. The fundamental transformation occurs when these tools are fully integrated into your operations, fostering a culture of efficiency, innovation, and customer-centric automotive service excellence.