There are a lot of frustrated shops that go digital and expect an immediate increase in their Average Repair Order (ARO), but that just isn’t the case unless they are using the DVI (Digital Vehicle Inspection) properly.

What do I mean by properly? Here is the system we follow at my shop:

1)  The vehicle is written up in the DVI for the reason it was brought to us along with safety and maintenance issues.
2)  Pictures, videos, and notes are added into the DVI as needed by the techs.
3)  The service writer looks over the DVI, clarifies anything that needs it, adds anything missing, fixes spelling, and adds additional pictures and/or videos, if necessary.

4)  The service writer then sends the DVI to the customer for review and gives the customer time for them to digest (5 to 10 minutes) before making a phone call, unless the customer calls first.

5)  The service writer will then go through the DVI with the customer, give them a price on the items, and help prioritize the issues, as well.

Texting the completed DVI (pictures, notes, videos) to a customer is a critical step. This gives the customer time to digest what has been presented instead of a 30 second phone call where the service writer has to describe everything via words and get a customer to buy right then.

If your techs aren’t going to take the pictures, write notes, and record videos, you have a whole different issue.

Hope that helps, Chris.