In September we launched our eBook, Small Changes, Big Differences in the Bodyshop, looking at how marginal gains can improve the bottom line of modern vehicle repair businesses.
The fourth blog in our ‘small changes’ series investigates the improvements that can be made to administrative processes in the bodyshop.
In the same way that a restaurant relies just as heavily on a high standard of customer service as it does the quality of its food, the bodyshop’s success is measured by more than its ability to repair vehicles. Completing jobs to a high degree of customer satisfaction involves a vast number of smaller processes beyond the workshop floor, which must all be streamlined to create that well-oiled machine which operates effectively and profitably.
Maintaining regular and productive communication with customers during repairs, as well as the insurance companies, is key admin for bodyshop staff. Finding easier and less time-consuming ways for employees to communicate at every stage as alternatives to traditional time-intensive phone calls – such as an automated text service or web-based portal – can save precious minutes on admin work which can be reinvested back into productive work on repairs.
The use of courtesy cars is also another substantial cost. Collecting a damaged vehicle and delivering a courtesy car in its place is now a standard bodyshop practice. Making this process as efficient as possible is a valuable way to protect your business’ profit margins. For example, investing in transporters to collect multiple damaged vehicles at one time, and ensuring that this is done in the most efficient order, will reduce the number of trips required and expense on resources, such as fuel for the carrier vehicles. It will also improve the rate at which jobs enter the bodyshop and maintain the rate of productive work being carried out.
Just as drivers take out insurance policies to protect themselves when an issue with their vehicle occurs, bodyshops must have safeguards in place to protect their fleet of courtesy cars against any unexpected damage. Having a clear and robust system which records the good condition of a vehicle before it goes to a policyholder, and captures any damage which may have been sustained during the repair time, helps bodyshops to avoid paying for repairs caused by anyone external. These processes should also help to protect against repairers becoming liable for non-accident related damage on customers’ cars, as it can be identified and communicated as close to the point of collection as necessary.
The same can also be said for any additional charges, such as speeding and parking fines, as well as congestion charges for those operating in cities such as London. Setting the right processes does not require an overhaul of staff and systems, nor does it have an instant impact on overall revenue. However, implementing these small changes over a period of time will help bodyshops to avoid unnecessary charges and make steady, incremental gains on their bottom line.
To read more, download the full eBook here: https://www.audatex.co.uk/news/small-changes