Technological expertise that opens doors

Two Quebec facilities under the CSN Collision banner showcase the network’s commitment to technological expertise and quality customer relations.

At the helm of these collision centres are two passionate entrepreneurs committed to a continuous improvement policy that touches every aspect of their operations. Let’s meet Jimmy Ruptash, co-owner of CSN Débosselage Demetry in Trois-Rivières, and Patrick Pelletier, manager of CSN Collision Saint-Léonard in Montreal.

Patrick Pelletier possesses extraordinary expertise in collision repair. He owned his own shop in Sainte-Julie, on Montreal’s South Shore, for years before selling it in 2013, feeling the business had become too heavy to manage, and too quickly so. Building on that success, he became a consultant to help other shops turn their finances around by optimizing their operations.

His career path then led him to an insurance company, where he worked in imaging and appraisal file management. This choice, which might seem surprising, proved to be a rich learning experience by his own admission. “As a collision repairer, I got to see the other side of the coin. I loved that period because it helped me understand insurer expectations and the importance of presenting clear, precise, and complete files.”

A facility where he had previously helped turn operations around reached out to him again. In fact, it was the head of a group of two dozen dealerships across the Greater Montreal area who requested his expertise to revitalize the struggling shop.

“Not being the owner suited me fine,” explains Mr. Pelletier. “However, taking charge of a shop and bringing it to the level of excellence I demand required complete autonomy. The network owner gave me all the latitude I asked for, and I put my team together, including my wife Annie Collin in administration and our daughter Jessica handling appraisals. Talented former technicians from my Sainte-Julie days, learning that I was jumping back into the fray, wanted to come work with me.”

Diversifying the clientele

Initially, the repair volume mostly came from the group’s dealerships. But to drive more business, Mr. Pelletier knew the key lay in establishing a solid relationship with insurers. “That’s when I started looking into collision networks, because an independent shop rarely registers on insurance companies’ radars, regardless of its expertise.”

In Quebec, automobile insurance companies recommend accredited facilities to collision victims to have their vehicles repaired. This bond of trust, built on repair quality and customer service, is critical.

“I chose CSN Collision, a group that was just beginning to establish itself in Quebec, but already held a solid reputation for quality standards among insurers. Plus, I found a dynamic community of entrepreneurs sharing a strong sense of belonging within the network.”

However, his time on the insurance side taught him that a shop’s operational quality matters above all when work is assigned. Working closely with manufacturers through dealerships naturally accelerates technical proficiency. Still, this desire to reach the highest level of technological mastery translated into earning certifications from major vehicle manufacturers.

Raising the bar on expertise

“These certifications, which are a point of pride for the entire team, also mean having cutting-edge tools, equipment, and the skills to use them,” explains the shop manager. “We have an ongoing training program and technicians who are hungry to learn.”

This excellence-driven strategy is paying off. Relationships with the insurers Mr. Pelletier selected are very strong. Annual revenue has climbed by 40% year-over-year over the three years since opening. “And if I have questions or face an unexpected problem, there’s always someone at the CSN Collision head office who understands my reality to help.”

With that support paired with his solid experience, Mr. Pelletier and his team have also built enviable relationships with customers. “Here, we solve problems; we want happy customers. In everything we do, we aim for five stars on Google reviews,” he concludes with conviction.

Turning now to Jimmy Ruptash, owner alongside his mother France and his father Steve of CSN Débosselage Demetry in Trois-Rivières. Here too, collision repair expertise is part of the family DNA, with Jimmy representing the fourth generation of auto repairers. Originally, Jimmy ran a used car dealership despite being trained in collision repair. Right next to that business was an auto detailing center, a proximity that would pivot the entire business when COVID hit.

“The pandemic wiped out car sales, but fortunately, we had previously bought the detailing center, which we decided to convert into a full-fledged collision repair facility,” explains Jimmy Ruptash.

And the transformation was dramatic. “We invested heavily in equipment and training, and we understood that to gain visibility, joining a banner would be a primary lever. Five years ago, we chose CSN Collision, a new player in Quebec at the time, but a group whose flexible structure leaves full room for our own decision-making while offering highly valued support,” notes Mr. Ruptash. “Furthermore, this group proved its determination to help us improve our processes and our relationships with insurers.”

An exceptional customer approach

When it comes to technical capability, they don’t do things by halves; this facility stands among the most OEM-certified collision centres in the country. “We want to be able to repair everything,” states the collision repairer. “We offer comprehensive services, including advanced driver-assistance systems calibrations. We’ve reached the next level; our eight technicians are fully committed to our continuous improvement policy and draw great motivation from it. Here, quality comes first.”

The company is currently designing an appraisal center adjoining the shop where customers will be welcomed like VIPs. A warm, reassuring space where, once repairs are completed, clients pick up their vehicle—professionally restored to pre-accident condition, fully detailed, and delivered indoors, much like a dealership showroom. “As you can see, the customer experience and the wow factor are what really drive us!” concludes Mr. Ruptash.