Digital Repair Order Forms: Building a Modern Customer Experience for Auto Repair Shops

A standard automotive repair order form usually isn’t more than a page or two. It contains vital information like the work to be done on a vehicle, any parts to be ordered, and a cost estimate of all the services to be provided.

While traditional auto repair order forms have served as a reliable method for managing repair orders for many years, it is becoming increasingly clear that they are no longer the most efficient or effective option available. Manual auto repair order forms may be limiting the potential of your shop.

Old-School Repair Order Forms Should be a Thing of the Past

Auto repair shops typically use repair order forms to present customers with vital information like vehicle inspection findings, recommended repairs, parts information, and a cost estimate for all the services provided. Traditional repair order forms are printed out on paper, typically only one or two pages, or even handwritten in some shops. However, paper-based systems are becoming outdated. Everything today is digital, from paying your doctor to ordering a slice of pizza. Most customers don't want to worry about paper receipts. Offering a completely digital experience can be a game changer.

Provide a Modern Customer Experience with Digital Repair Order Forms

Customers feel the same way about paper receipts and paper estimates as most of us do about a glove compartment crammed full of paper maps: inconvenienced and overwhelmed.

With a cloud-based shop management system, independent auto repair shops can revolutionize their entire process of building, sending, and approving estimates in a way that encourages customers to complete those critical repairs.

1. Simplify The Entire Repair Order Process

Customers lead busy lives and might dread coming into the shop because of the time commitment. Relying on a traditional auto repair order form process means taking up even more of their time by tying them to your shop with in-person authorizations and payments. Typed reports are easy for everyone to read, minimizing the potential problems that come with difficult-to-decipher automotive repair order forms.

With Tekmetric, your shop's entire workflow can be streamlined to maximize efficiency. The whole team can work on the same repair order at the same time, driving teamwork and communication further than ever. More time spent tending to prospective customers is more opportunity to say “yes” to customers. Help your team focus on the tasks at hand and get customers back on the road.

2. Add Visibility with Digital Vehicle Inspections

A picture speaks a thousand words. With digital vehicle inspections, you can provide customers with pictures and explanations of any vehicle issues your technicians found. A color-coded system lets customers know which concerns are most time-sensitive.

Simply telling customers their ball joint is loose might leave them wondering why it matters if they can't feel the impact when driving. Showing them the massive play between components, torn boots, and dirty grease helps them understand why the repair is worth the cost.

3. Text or Email Customers Directly

Customers want things fast, simple, and on their phones. With a digital automotive repair order form process, shops can text or email inspection findings, estimate forms, or directly communicate and answer questions customers might have through text or email. Tekmetric allows shops to text directly from the app with their shop's landline number, so no extra phone services or phone lines are needed.

4. Make Paying Your Shop Easy

Shops should take advantage of alternative payment methods to provide customers with flexible service and simplify the payment process. Whether you let customers text-to-pay directly from their estimates or offer Buy Now, Pay Later options, your shop will surprise customers with the convenience offered and have the opportunity to sell larger repair orders.

Not only does this make it easier for your customers, but Tekmerchant and buy now, pay later options provide shops with necessary protections, working to prevent any potential fraud. You can relax knowing your shop will always get paid for completed work.

Streamline Your Auto Repair Order Form Process, Boost Your Sales

By digitizing your automotive repair order form process with Tekmetric, you can simplify your shop’s data, improve legibility, provide a full picture of each vehicle, and give your customers more freedom and convenience.

Make the switch to a modern digital solution to drive your sales, your team, and your success.

FAQ

As the auto repair industry continues to evolve, adaptability to changing customer needs is crucial to delivering a top-notch customer experience. When it comes to choosing an auto repair shop, customers are more likely to prefer a shop that is easy to do business with over the nearest shop. For the modern customer – an increasingly digital generation sometimes called Generation CX – the customer experience is paramount. One way to curate an invaluable customer experience is to leverage the trends of today’s customers. Using these trends alongside the knowledge gained from your shop’s data, you can create an experience that is transparent, convenient, and efficient.

Tekmetric’s Industry Index Report pinpoints key trends around customer needs and expectations. In a recent webinar with Ratchet and Wrench, trends were discussed that can help propel your business. By leveraging these trends in conjunction with your shop’s performance metrics, you can tailor your approach to enhance your customer experience, drive revenue, and ultimately boost your bottom line.

Efficient operations drive revenue

Efficient shops create more revenue opportunities by completing repairs quickly and effectively. Streamlining processes enables your team to accomplish more in less time, without sacrificing quality. Efficiency creates smoother customer interactions and reduced wait times, translating to a seamless customer experience—a key driver of satisfaction and repeat business.

Several tools can improve your efficiency, helping you repair more vehicles in less time. For instance, Tekmetric’s Smart Jobs feature allows service writers to create jobs in just one click depending on the customer’s vehicle type by automatically pulling the correct labor time, sourcing the parts, and applying relevant matrices. By reducing the number of clicks, service advisors save time on creating repair orders and can focus on answering customer questions and delivering an exceptional customer experience.

Convenient communication increases customer trust

There are over 250 million vehicles on the road that are more than 12 years old and will inevitably need repairs. On average, shops see customers twice a year, and the majority will seek a shop they trust. Transparency and communication build strong levels of trust, significantly impacting the shop’s overall performance. Clear and convenient communication with the customer about repairs can streamline the approval process and increase your average repair order (ARO) in the long term.

Customers expect clear communication and visibility in the repair process. Digital vehicle inspections (DVIs) allow your shop to send visual reports of inspection findings directly to your customers, keeping them informed and engaged throughout the repair process. DVIs can be shared via email or text, so your customer can conveniently access them and approve the work even when they are not physically at your shop. Through DVIs, a shop can share data in the form of photos and videos, encouraging customers to make informed, data-driven decisions. This digital tool builds trust as vehicle owners gain a deeper understanding of the repairs you recommend. Vehicle owners can prioritize immediate repairs while also having a record of additional work that needs to be done in the future.

Another way to build trust through clear communication is through two-way texting. This feature facilitates instant communication, enabling your customers to authorize repairs, ask questions, or provide feedback in real time. For example, shops using Tekmetric can communicate directly with vehicle owners through two-way texts, even creating a repair order or appointment based solely on a text—no calls necessary! Customers know they can reach your shop anytime, from anywhere, and their needs will be met.

Together, two-way convenient communication and DVIs significantly increase the likelihood of customers accepting your shop’s recommended repairs, increasing your ARO and ultimately driving revenue growth.

Personalized customer experiences promote loyalty

Personalized customer experiences are another revenue driver. By adding a personal touch to the customer’s experience, you can go beyond the standard service offerings to create tailored experiences that bring customers back time and time again.

One key aspect of personalized experiences is the integration of digital payment options, such as “buy now, pay later” or text-to-pay. According to Tekmetric’s Industry Index, only 16% of shops have tapped into the potential of text-to-pay options, but these options have tremendous potential in building customer relationships. Tekmetric’s solution enables your shop to offer customers the convenience of digital payment methods such as Apple Pay, Google Pay, or text-to-pay. This not only streamlines the payment process but also caters to modern consumer preferences, making transactions faster and more convenient.

Additionally, “buy now, pay later” options powered by Affirm or Klarna allow your customers to get the repairs they need and pay over time, supporting their financial needs without negatively impacting your shop’s revenue. By alleviating some of the financial burden of repairs with “buy now, pay later,” you can better empower the vehicle owner to make an informed decision on repairs without breaking their bank. Tekmetric has witnessed the power of digital payment solutions: in the past year, 60% of customers at partner shops were approved for financing, with 62% of them utilizing this option. The average transaction amount is $567 for card payments and $1,883 for "buy now, pay later" purchases on the platform.

Tying it all together to transform your customer experience

Efficiency, personalization, and convenience are all traits that you can prioritize to maximize profit and create a noteworthy customer experience. Technology can do so much for businesses at its foundation, but taking it to the next level within the customer experience makes a significant difference. By leveraging technology to create a strong experience, you can set your shop up for success far into the future.

Digital vehicle inspections software is one of the best ways to show your customer exactly what's wrong with their vehicle. Instead of an old-school paper approach, Digital Vehicle Inspections (DVIs) are a core component of your shop's workflow, and let technicians quickly highlight existing and potential future issues, with evidence. If a technician notices that the brakes are okay now but will need to be repaired in about three months, they can note that in the DVI report, or even attach a picture for the customer to see.

Because digital vehicle inspection software lets you send pictures and videos, track declined repairs, and even let your shop text findings directly to customers, you can help customers feel comfortable that they're making the right decision in approving that costly repair they may have otherwise put off. With the right DVI features creating such a modern, seamless experience, you'll be the first shop they think of next time they need something fixed!

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 repetitive. That’s why templated messages have been introduced. 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.

Manage Employees Easily Across Your Shops

Managing employees across multiple locations is now easier. Recent releases 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.

Manage Inventory More Effectively With The Inventory Feed

Managing inventory effectively is crucial for shop operations. The Inventory Activity Feed now automatically logs stock orders, parts moved into inventory, and purchase order cost updates.

See Continuous Improvement of ALLDATA Integration

The ALLDATA integration offers another option for labor guide integration with Tekmetric’s shop management system. Improvements include the introduction of vehicle specification information and a search bar for easy navigation.

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By digitizing your repair order process and leveraging modern tools, your shop can improve efficiency, communication, and customer satisfaction, ultimately driving revenue and loyalty.