DVI technology is providing new opportunities for service providers.

It’s often said that we live in a visual world. When people can see something with their own eyes, they often tend to have a greater understanding of it, which leads to a greater degree of trust with those that share that information in this type of format.

For automotive service providers, customer trust was and continues to be a lynchpin of their business. If clients trust those that service their vehicles, they are far more likely to return, as well as serving as advocates of your business, referring their friends, family members and other colleagues and acquaintances.

Big change

For decades, earning that trust was often a long and difficult process, since in many cases service providers had to supply clients with almost incomprehensible written repair orders (R/Os) or relay information via the phone. Over the last 10-15 years however, we’ve seen things change—dramatically.

The rise of digital vehicle inspection (DVI) technology has changed the dynamic between the service provider and their customer and, when effectively implemented creates a win-win scenario for both parties.

Jason Miller, Business Development Specialist at NAPA AUTOPRO, explains: “For decades our industry has been in an ongoing struggle to the automotive stereotype. DVI technology [which we’ve been promoting through our NAPA AUTOPRO network for more than a decade now] has really helped tear down these roadblocks.” Miller references the ability for the technology to provide images and photos to customers, visually showing them why a service is needed, or parts need to be replaced. This enables not only the service advisor at the repair shop to focus on the “why” rather than the “what,” it also empowers the customer to make a decision based on the information being presented to them, rather than being “sold” by the shop.

Digital database

Miller notes that when DVI tools are used consistently, service providers can build a digital database for each client which can easily be recalled when that customer comes in for service as to what repairs or maintenance are needed on their vehicle and why. A good example concerns lubricants and fluids, which are the lifeblood of any car or truck. “As the coolant begins to turn colour or the transmission fluids begin to darken, the advisors can show this happening over their client’s last few visits when the DVI’s have been used to catalogue fluid photos,” Miller explains. Therefore, service advisors can effectively illustrate to their clients when fluids need to be changed and why, to ensure the long-life and smooth running of their vehicle.

Another aspect of vehicle maintenance and safety where DVI is really proving a game changer concerns tire and suspension wear. Tire condition and alignment are among the most critical aspects of vehicle safety and maintenance, since worn or neglected tires and suspension components (often caused due to suspension misalignment) can result not only in the premature wearing of components, but vehicle handling and safety issues that can lead to blowouts and collisions.

Fast and accurate

Mike Brecht, Product Manager, Inspection Equipment at Hunter Engineering Company notes that technology such as Hunter’s Quick Check Drive unmanned inspection technology can enable service centres to provide their customers with fast, accurate read outs of their vehicle’s condition. “Using Hunter Inspection technology is a great way to visually show the customer what their vehicle needs each time they visit,” Brecht explains. “This consistency and transparency, followed-up with the same level of service when a tire change and alignment are performed and documented, are key to customer retention,” he says.

Additionally, Brecht notes that this kind of technology also provides additional business opportunities for service centres in addition to what the vehicle owner originally asked for, but the key to making it work effectively is consistency. “It is vital to be consistent about showing the inspection results to vehicle owners every time they visit,” he says. “This will let the customer notice when they need service, rather than a service centre telling them,” explains Brecht. “Providing them a report every time will incentivize them to return, since they can’t get that level of service everywhere.”