Create a Modern Auto Repair Shop Customer Experience

Cars are expensive, complicated machinery that most of us rely on every day. While many people spend a significant portion of their lives driving, the inner workings of vehicles remain unintuitive to most. That's why auto repair shops exist: to help customers take care of costly, sometimes difficult repairs so they can get back to their lives.

Independent auto repair shops can overcome customer skepticism by using the right tools for the job. Modern shop-management systems can make the often painful, expensive process of getting a car fixed as simple and painless as possible.

With Tekmetric, shops can show customers what's wrong with Digital Vehicle Inspections (DVIs) and help them cover unexpected repair costs with checkout options like Buy Now, Pay Later.

DVIs Show Customers Exactly What's Wrong

Digital vehicle inspections are adapted for the modern age. Customers can see photos and videos of exactly what’s wrong with their vehicles, understand the urgency of each proposed repair, and approve or decline jobs directly from their smartphones. DVIs simplify the process for both the shop and the customer, enabling a higher level of customer service.

Technicians can build inspections on their smartphones or tablets, taking pictures or recording videos to clearly illustrate what parts need to be repaired or replaced. This allows customers to see and hear the problem themselves.

Why DVIs are the Right Tool for the Job

Telling a customer their wheel bearing is going bad on a paper printout is less effective than showing them a video of the technician rotating the wheel bearing and recreating the noise the customer hears. Customers expect digital experiences in all aspects of their lives, and auto repair should be no different.

Auto repair shops can provide a modern customer experience by emailing or texting DVI results, including pictures or videos. This reduces time spent on phone calls and tracking down customers for repair approvals. Tekmetric allows customers to review and approve repair orders directly from digital inspection findings, enabling faster turnaround.

Buy Now, Pay Later Options Bring Your Shop into 2023

Sticker shock from unexpected repairs can cause customers to delay important work. Buy Now, Pay Later options allow customers to pay for repairs over time, making it easier for them to approve necessary work without financial strain.

Why Buy Now, Pay Later Options are the Right Tool for the Job

With buy now, pay later via Affirm or Klarna, shops can get expensive repairs approved by providing customers with flexible payment options while still getting paid the same day. Benefits include:

• ​Getting paid on time by allowing customers to pay over time
• ​Increasing Average Repair Order value
• ​Simplifying payment processing with a single trusted partner

Tekmerchant consolidates payment processing into one platform, making it easier to manage payments and boosting average repair orders by meeting customers where they are.

Visualize Repairs with MotoVisuals

Building trust with customers starts with transparency. Tekmetric integrates with MotoVisuals to elevate the customer experience, streamline shop processes, and empower automotive businesses. MotoVisuals offers simple animation videos for service advisors to use with guests, simplifying vehicle education and repair explanations.

Why MotoVisuals is the Right Tool for the Job

While DVIs help show customers what needs to be repaired, MotoVisuals helps explain why certain repairs are necessary. Service advisors can use these tools to translate technical information for customers. Advance Professionals reported a 90% increase in close rates from hesitant customers when shops incorporated MotoVisuals into their digital vehicle inspections.

The Right Tools for the Job Meet Modern Customer Expectations

By offering flexible payment options and transparent communication, shops can become trusted advisors for their customers, helping them make the right decisions for their vehicles and budgets.

Ready to grow your automotive business? Book a personalized Tekmetric Demo Here

FAQ

As the auto repair industry evolves, adaptability to changing customer needs is crucial for delivering a top-notch customer experience. Customers are more likely to prefer a shop that is easy to do business with over the nearest shop. For the modern customer—sometimes called Generation CX—the customer experience is paramount. Leveraging current trends and shop data can help create an experience that is transparent, convenient, and efficient.

Tekmetric’s Industry Index Report pinpoints key trends around customer needs and expectations. By leveraging these trends alongside your shop’s performance metrics, you can tailor your approach to enhance customer experience, drive revenue, and boost your bottom line.

Efficient operations drive revenue

Efficient shops create more revenue opportunities by completing repairs quickly and effectively. Streamlining processes enables teams to accomplish more in less time without sacrificing quality, resulting in smoother customer interactions and reduced wait times. Tools like Tekmetric’s Smart Jobs feature allow service writers to create jobs in one click, automatically pulling the correct labor time, sourcing parts, and applying relevant matrices. This saves time on creating repair orders, allowing advisors to focus on customer service.

Convenient communication increases customer trust

With over 250 million vehicles on the road that are more than 12 years old, repairs are inevitable. Most shops see customers twice a year, and the majority will seek a shop they trust. Transparency and communication build trust, impacting overall shop performance. Digital vehicle inspections (DVIs) allow shops to send visual reports of inspection findings directly to customers, keeping them informed and engaged. DVIs can be shared via email or text, enabling customers to approve work remotely. Two-way texting facilitates instant communication, allowing customers to authorize repairs, ask questions, or provide feedback in real time. These tools increase the likelihood of customers accepting recommended repairs, boosting average repair order value and revenue growth.

Personalized customer experiences promote loyalty

Personalized experiences drive revenue by going beyond standard service offerings. Integrating digital payment options, such as buy now, pay later or text-to-pay, streamlines the payment process and caters to modern consumer preferences. Buy now, pay later options allow customers to get needed repairs and pay over time, supporting their financial needs without impacting shop revenue. Tekmetric has seen 60% of customers at partner shops approved for financing, with 62% utilizing this option. The average transaction amount is $567 for card payments and $1,883 for buy now, pay later purchases.

Tying it all together to transform your customer experience

Efficiency, personalization, and convenience are key traits to prioritize for maximizing profit and creating a noteworthy customer experience. Technology can help businesses achieve these goals by streamlining operations, improving communication, and offering flexible payment options.