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DVI Customer Insights

December 12, 2024

DVI Customer Insights

by Dec 12, 2024

Getting game-changing data

 

I’m one of the first people to agree that as shop owners, we need goals, policies, and procedures to properly run our businesses. I also like to have supporting data to help me create those procedures and policies.

The DVI (Digital Vehicle Inspection) is often described with the primary focus on educating and informing the customer, which we also hope positively impacts our ARO.

My team and I looked at how DVIs were being consumed by customers and then had questions. We could see if the DVI was opened but not what was being clicked on or looked at.

Were customers looking at all the pictures? Were videos just being partially watched? Were repair recommendations being declined before the supporting pictures and videos were even viewed?

 

No more assumptions

 

My in-tune development team recognized this gap in measuring customer engagement within the DVI and created Customer Insights, a feature that reveals exactly what your customers focused on—and what they didn’t and might have missed.

Customer Insights provides helpful analytics showing if a picture or video was viewed along with whether a video was watched in its entirety. This data can help your people at the counter be intentional with customer conversations.

We need to realize that customers may not understand all there is to consume when receiving a DVI. Shops make too many assumptions that just because they send a link, that a customer will know what to do with it.

 

Equipping your service advisors

 

Think about the power a service advisor will now have before talking to a customer. “Mrs Jones, I see you didn’t look at the pictures of your brake pads that are metal to metal. Could you please open those up for me?” Or, for the service advisor to be equipped with the insight of knowing that the customer looked at the picture of the dirty air filter three times.

There are many possibilities in leveraging this data to define procedures that are dialed in for fully utilizing the powerful solution of the DVI to best communicate with your customers and boost your ARO.

Your service advisors can be fully equipped to upsell right at the counter, set the tone for future visits, and offer timely solutions that deliver a customer experience that builds trust.

 

Why Customer Insights?

 

The following quote from our lead trainer, Craig O’Neill, sums up nicely why we did what we did:

“Vehicle inspections are not just a tool to increase your ARO. The ARO increase that shops might anticipate is from one thing only, and that is an informed client. If your client is not being fully informed by your inspection, wouldn’t you like to know?” The answer is a resounding yes!

Hear the Discussion

See the Walk Through

Chris Cloutier

Chris Cloutier

Architect/President at Autoflow

The Desire for Continuous Improvement

As an auto repair shop owner of Golden Rule Auto Care, Chris Cloutier realized the need for a better way to communicate with his customers as he observed how communication gaps created bottleneck situations and wasted valuable rack time.

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Chris Cloutier