Why Your Service Advisors Will Love a Cloud-Based Auto Repair Shop Management Software

Service advisors serve as the major touchpoint between customers and your shop. While they ultimately need to build repair orders for technicians, they need to get that information from the customer. When technicians provide inspection findings, service advisors explain those findings to the customer to figure out the best path forward.

That's why service advisors need to make customer service a focal point of their role, to build that trusting relationship between the customer and your shop. When customers feel like they can trust that your shop is giving them the right recommendations, they'll feel more comfortable approving repair orders for the work their vehicles need to keep running safely and reliably.

1. Support Your Customers and Your Team From Anywhere

Remote work is here to stay. The ability and flexibility to access your shop from anywhere in the world, at any time, as long as you have an internet connection, is unparalleled.

Let the Cloud Do the Heavy Lifting

Think of the "cloud" like the lifts in your bays. A cloud-based platform does the heavy lifting for your business. Because modern shop management systems are cloud-based, nothing lives on your shop's computers or in binders. You never have to worry about losing it, and you can access everything required to run your shop anywhere you have an internet connection. All that information is stored on servers operated, maintained, and secured by your platform.

Access Your Shop From Anywhere

All of your shop's operations, data, customer history, vehicle inspection findings, declined estimates, and everything else is collected and saved remotely. This opens up a whole new dimension for not just shop owners, but general managers and service advisors too, with the ability to check on and manage every aspect of their shop remotely.

2. Help Your Shop Run Efficiently

A lot is going on behind the scenes at an auto repair shop. Tekmetric helps you streamline those in-shop tasks so you can get back to leading your team as repairs come and go.

Inventory Table & Parts Reports

With Tekmetric’s inventory table, you'll gain full visibility into what parts sell well, which brands your customers prefer, and which parts manufacturers your shop may want to avoid in the future due to repeated recalls or low inventory.

Labor Guide

Establishing accurate repair times shouldn’t be a guessing game nor should it take you away from your other service advisor responsibilities. Built-in labor guides make it easy to find accurate labor times for repairs without having to leave Tekmetric. With VIN decoding, additional labor, and a wealth of labor times at your fingertips, you can build estimates faster than ever.

Labor and Parts Matrices

Tekmetric makes it easy to create and save markup matrices directly in your shop’s settings. When you’re building estimates, your labor and parts markups will be auto-applied based on your settings. No more guessing or extensive calculations!

3. Lead Your Team With Clarity and Communication

A good leader knows how to inspire their team while also trusting them to make the right calls. Tekmetric provides features to make it easier for service advisors to see the status of all repairs without having to leave the service desk.

Streamline Your Shop's Workflow

By streamlining your auto repair shop workflow, service advisors can establish a standardized intake process to ensure the same level of service, care, and professionalism is provided to customers every time. Build repair orders in seconds and apply the right digital vehicle inspection templates with just a few clicks. Service advisors can get some time away from the computer screen, letting them focus on the customer directly, address their concerns, and create a stress-free experience.

Visibility Into Upcoming Work

With a clear view of scheduled repairs, technicians can manage their workloads more efficiently by providing a clear view of the tasks they need to complete each day. Tekmetric provides technicians with easy access to customer data, including vehicle history, service records, and customer preferences, so they can provide more personalized service.

4. Create a Personalized Experience

Building and fostering a trusting relationship between your customers and your shop starts with creating a personalized experience. Customers want to feel like they're being heard, and that their concerns or hesitations are being taken seriously.

When service advisors can take a step back from building a repair order to focus on having a direct and responsive conversation with clients, they can help customers feel like they're receiving the best guidance and care your shop has to offer.

Customer History

With detailed customer history available at your fingertips, even across multiple locations with shared customer history, service advisors can always stay on top of the latest repairs completed on their customers’ vehicles. By linking customer data so that service writers have access to all past information—digital vehicle inspections, estimates generated, approved or declined work, and completed repairs—you can save your shop time while creating a more personalized experience for the customer.

Default Inspections

With default inspections, you can set up a default inspection template that will be automatically applied to every vehicle in your shop. Service advisors won’t have to spend time searching for your shop’s standard inspection every time they build a new repair order, but instead can tailor their service and approach to the customer’s need with a standard foundation.

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FAQ

What is a mobile mechanic?

Unlike traditional auto shops, mobile mechanics travel to their customers to provide automotive repairs and services at the client's home. This service is attractive to older clients who may not want to travel as much or for young professionals who are too busy to wait for their car at a shop. Another major perk is that mobile mechanics can often perform services at a cheaper price because of having lower overhead costs.

Mobile mechanics are not able to perform every repair that a brick-and-mortar shop can as they have to transport all of their tools and supplies with them. However, they can still provide these common repair services:

• ​Oil changes
• ​Diagnostics
• ​Tire rotations/replacements
• ​Filter replacements
• ​Batteries
• ​Spark plugs
• ​Alternators
• ​Brake service and more.

How profitable is a mobile mechanic business?

Mechanics can charge whatever they would like but most repairs fall in the $20 - $125 per hour range. Like any business, you have to consider your startup costs, advertising expenses, number of expected clients, and how much your services are worth before determining if your business will be profitable.

6 Steps to Become a Mobile Mechanic

While you may not need a college degree to be a quality mechanic, you will still have to invest in tools, licensing, marketing, and other business needs. Here are the steps to start your business:

Develop a Business Plan

Starting with a quality business plan for your business is the first step in making sure you start off on the right foot. Outlining who your competitors are, setting goals, and solidifying your financials are the foundations of your business. Here are nine steps to creating your business plan:

1. 1.Write an executive summary
2. 2.Describe your shop
3. 3.State your business goals
4. 4.Describe your products and services
5. 5.Do your market research
6. 6.Outline your marketing and sales plan
7. 7.Perform a business financial analysis
8. 8.Make financial projections
9. 9.Create a plan for growth and expansion

Gather Necessary Licenses and Certifications

Once you have created your business plan, it is time to start working on your business license. Not every state requires you to acquire a license but some do. Do your research for the state you plan to work in and make sure you are legally ready to open your auto repair shop.

The most common certifications include:

• ​ASE certification: Also known as the National Institute for Automotive Service Excellence. ASE is commonly recognized throughout the auto industry.
• ​Manufacturer certification: Mechanics may elect to gain additional certifications from specific manufacturers (Honda, Toyota, etc.) to add to their credibility. These certifications are also recommended if you only work on certain types of cars.
• ​Refrigerant certification: If you plan to work on MVAC (motor vehicle air conditioners), the EPA requires you to obtain certification in proper refrigerant handling according to Section 609 regulations from the Clean Air Act.

Also, don’t forget to register your business and form the appropriate legal entity (partnership, sole proprietorship, limited liability, or corporation). Each entity has pros and cons, so consult with a legal professional to make sure you are ready to file taxes with the IRS and open your own business.

Set Your Pricing Structure

Your cost per hour or per repair should be reflective of your years of experience, geographical location, types of services performed, and competition. Doing some competitor research will help you determine how much clients are willing to pay in your area.

Some mobile mechanics can charge more if they offer premium services or more complicated repairs. If you are new to the area, it may be beneficial to keep your costs low until you have a solid client base. Don’t forget that you can also make money off of part markups.

Lastly, remember to account for inflation, sales tax, parts, and gas for your vehicle. Depending on your payment options, you will also need to account for credit card processing fees. Auto repair can be a seasonal industry (especially in certain states), so make sure to stow away some revenue for slower months.

Insurance Coverage

If you are going to make an investment in your mobile auto repair business, you need to protect it with the proper insurance coverage. Some of the common insurance plans you should consider include:

• ​Liability insurance
• ​Comprehensive coverage
• ​Fire and theft insurance
• ​Road risks insurance

Lastly, decide if you will be offering any warranties on your services/parts and how that will impact your bottom line.

Invest in Quality Equipment

• ​Tools: A reliable power source, jack or portable car lift, drain pans, safety equipment, scanners, cleaning sprays, diagnostic equipment, and gloves are all important to have on hand. Also, don’t forget a proper lighting source.
• ​Parts: Having commonly needed auto parts in your inventory will save you time rather than waiting for parts to be delivered to you. However, you should also determine how much inventory space you have and how to maximize it.
• ​Software: Adding cloud-based auto repair software can help you keep track of inventory, invoices, billing, inspections, marketing, and more all in one place.
• ​Vehicle: Reliable transportation is critical for mobile mechanics. Select a vehicle that has enough storage to accommodate large parts and good fuel economy for longer trips. Don’t forget to bring shelter in case of inclement weather so you can continue to work in the elements.

Marketing and Advertising

You can offer the best mobile mechanic service in your state but without a proper marketing strategy, customers may struggle to find you. Here are some common marketing efforts that will help you build a strong customer base:

• ​Website: A strong website is the glue that holds all of your marketing efforts together by providing a central location to find prices, services, phone number, and more. Make sure your website reflects what makes you better than your competition. SEO (search engine optimization) is another important factor to include in your website to ensure you are visible to those searching online for your services.
• ​Paid advertising: Strategize where your target audience is located and how you can leverage paid advertisements to attract more customers. Possible opportunities include Google ads, social media ads, local event sponsorship, and more.
• ​Social media: Social media is a great place to highlight customer testimonials and engage with your audience. Experiment with varying content types until you find what resonates with your customers.
• ​Traditional marketing: Mailers, business cards, flyers, billboards, and direct mail can all be impactful marketing tactics for local businesses. Consider adding a QR code pointing users to your website or adding coupons to incentivize customers.
• ​Referral program: Testimonials go a long way for word-of-mouth marketing. Consider offering a discount on future services for each new customer they refer to your business.
• ​Email: Email marketing is a great way to retain existing customers by offering incentives or coupons to ensure your car repair business stays top of mind. Another impactful email marketing tactic is to send oil change reminders to existing clients.

Closing Thoughts

Starting a mobile mechanic business can be intimidating but the flexible working hours, independence, and profitability make it worthwhile. Being a small business owner is not for everyone; consider starting out as part time and move into full time as your profitability grows. Don’t forget to utilize your network to learn industry trends and new tactics to grow your business.

When you think about the most exciting aspects of being in the auto repair industry, it’s unlikely that the invoice and estimating process comes to mind. Drafting up invoices and getting approval on estimates can be a tedious process when all your team wants to do is get things rolling with the repair! And if you have a small team, it might be tough to find someone who can squeeze in the time to create an estimate and invoice for every single repair.

However, the auto repair invoice and estimating process is one of the most important parts of your business. By fine-tuning it, you can keep better track of repairs and sell more work, increasing your shop’s ARO.

Here are five main reasons why you should fine-tune your shop’s auto repair invoice and estimating process.

Effective customer communication is crucial in the auto repair industry, no matter how big or small your shop may be. In fact, customer communication is at the heart of the most successful shops. However, there’s more to it than just writing a repair order or making a phone call and leveraging effective strategies for communicating can make the difference in a shop’s level of success. In this guide, we will go over qualities of great customer communication and how you can leverage digital tools like your auto repair shop management system to be a better communicator. Together, these assets can help you enhance customer loyalty and grow your shop’s bottom line.

Good communication in your shop is characterized by:

• ​An efficient and accurate workflow
• ​Understanding and fulfilling customer needs
• ​Creating trust and driving safety by educating customers on their vehicles

Maximizing and Streamlining Your Workflow

Good communication starts internally. Streamlining communication between your service writers and technicians is key to ensuring the customer’s needs are met in the most efficient way possible. To master this, encourage your team to leverage internal tools like your shop management system to streamline internal conversations. This can help create a more efficient communication process, allowing you to both maintain a continuous workflow and enhance your overall customer experience. Some of Tekmetric’s features to streamline workflow include:

• ​Job Board: Internal and external notes can minimize the back-and-forth during a repair process. For example, internal-facing notes on a job board allow for immediate communication between your technicians and service advisors with just the click of a button. Additionally, job boards also have customizable statuses that share the state of a repair at a glance. Together, these features streamline your shop’s internal communications, driving efficiency and allowing smoother behind-the-scenes operations for everyone.
• ​Inventory and Ordering: Tekmetric includes a feature that allows the technician to find the parts that they need for the vehicle, rather than going through a service advisor. By empowering the technician to review labor times, order the correct parts, and note their needs internally, this feature can reduce communication bottlenecks and enhance communication—from the technician to the service advisor, and eventually to the customer.

Meeting Customers Where They Are

The best way to reach a customer is whichever method they prefer. Some may prefer email or phone, but many people are on-the-go and also appreciate text updates. In fact, 81% of Americans text regularly, with 90% of text messages opened within the first three minutes since it was sent. Because of this, Tekmetric has built-in, two-way texting to help you make your customer experience more convenient. Whether sharing repair updates or enabling a parent to make a payment for their college student from states away, texting enables customers to reach your shop for important matters without inconveniencing themselves. This includes features like:

• ​Two-way texting: Customers no longer have to deal with phone tag hassles and can reach the shop at the tip of their fingertips. This capability gives the customer more autonomy in the repair process, allowing a convenient way for them to ask questions, view photos or video, and approve repairs.
• ​Text-to-pay: Payment is the final touchpoint you have with a customer. The text-to-pay feature makes this process virtually painless. Customers can pay from their office, in the evenings at home, or even from miles away if they are traveling. By offering this option, you can simplify the payment process, and the customer can pick up their vehicle sooner—resulting in a happier customer and more efficiency in your shop.

Facilitating A Culture of Trust, Safety and Education

In the auto repair industry, shops have a responsibility to ensure the safety of their customers’ vehicles. Utilizing digital tools in your shop can demonstrate your commitment to vehicle owner safety, as well as help you facilitate a culture of trust that seeks to educate the average customer about the health of their car. Some tools might include:

• ​Digital vehicle inspections: DVIs provide two key qualities your customer highly values: information and benefits. A complete DVI with photos, video, and clear notes gives customers the autonomy to examine the repairs your technician proposes and decide which recommendations they want to approve. It benefits your shop too: when you share eight photos or more, your ARO can actually increase because the media allows the customer to see where the vehicle needs repairs with their own eyes. With two-way texting, you can send photos directly to the customer’s phone as well, enhancing both the convenience and the level of trust they have in your shop.
• ​MotoVisuals integration: One of the responsibilities of the service writer is to educate the vehicle owner on why the repair is needed for their car. With Tekmetric’s MotoVisuals integration, you can share clear, easy-to-understand animations and videos with voiceovers that talk about why a repair is important. This helps drive the vehicle owner’s confidence in the repair, creating a culture of education that ultimately drives trust and loyalty and keeps your customers coming back for more.

The Bottom Line

Ultimately, communication is a strategic business tool that can drive efficiency and enhance your shop’s performance. By prioritizing clear, consistent, and personalized interactions, you can build lasting relationships, enhance customer satisfaction, and elevate your shop’s performance. Embracing digital tools and strategies like Tekmetric can empower you to optimize your communication efforts and achieve sustained growth. This commitment to maintaining a customer-first mentality is reflected in your ability to communicate both with your team and your customers and, when done effectively, can increase customer retention and lead to more profit for your shop.