DVI Customer Insights
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 a hot topic right now, with the primary focus being 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?
My in-tune development team recognized this gap in measuring customer engagement within the DVI and created Customer Insights, a great solution that provides helpful analytics showing if a picture or video was viewed along with whether a video was watched in its entirety. 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 have the ability to know that the customer looked at the picture of the dirty air filter four times. There are many possibilities to leverage this data to define procedures that are dialed in for fully utilizing the powerful solution of the DVI to best communicate with your customers.
The following quote from my 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!
I’m so proud of my team for their innovative ideas. In the two short videos below, we further explain our “why” behind our new Customer Insights feature and how it can be a gamechanger for your shop.
Hear the Discussion
See the Walk Through
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.