Collision Advice Estimating Best Practices CCIF 2016

Transcription

1 Collision Advice Estimating Best Practices CCIF 2016 Presented by Mike Anderson May 2015

2 In order for a Business to THRIVE not just SURVIVE They will need to focus on Three Major Areas - The Three Legged Stool! Let s talk about what will impact shops in each of those areas Sales & Marketing Production Finance & HR

3 The Three Legged Stool Sales & Marketing Production Finance & HR

4 Sales & Marketing Virtual Steering I recently attended a Conference where there were several OEMs present. They said that within two to three years vehicles would notify the OEM when a vehicle was in an accident as well as to if it were Non Drivable! The Scenario:.A consumer is in an accident

5 The Future of Automotive Collision Claims

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7 WHY are the OEM s so interested in Body shops 60% of all consumers who have to return their vehicle to a body shop for a problem will sell or trade their vehicle within one year. Of that 60%, 63% will change vehicle brands when they sell or trade in their vehicle.

8 Sales & Marketing Virtual Steering Virtual Steering thru the vehicle... think OnStar on Steroids Several OEM's said they already have that built into their vehicles but have to build their vehicle networks first... One of the major insurers was there, and laughed and said good luck building your network and managing the claims process.. A Major European OEM said, We have been doing it for 3 years in Europe... Some Major Insurers are already in talks with OEM's to be the " Certified Carrier for that OEM brand..." DRP's are NOT going away however, I do believe that we need to set our customers up to win and this OEM Trend needs to be clearly Considered

9 Sales & Marketing The 3 C s CSI Closing Ratio Cycle Time

10 CSI Kept Informed Assignment Received to Estimate Upload On Time Delivery Vehicle Fixed Right the First Time

11 Closing Ratio Sales Scripts Sales Training Estimate Follow-up Corporate Espionage

12 Cycle Time Length of Rental Reporting Utilizing Enterprise ARMS Report Focus Needs to be 2 Days better than Market Avg. It s all about the DATA and being Pro Active Enterprise Forecast Report

13 The Three Legged Stool Sales & Marketing Production Finance & HR

14 Getting More Production Labor Gross Profit Shops will need to retain more GP to offset the cost of Training and OEM Certification Equipment Requirements 65-70% Labor GP will be required This will be accomplished thru bonus based pay plans, team systems, tiered approach, labor rate increases, etc.

15 Getting More Production Thru Repair vs. Replace Repair vs. Replace Opportunities Front and Rear Bumpers & Headlights Nitrogen Welders, Hot Staplers, etc. More training clinics needed specific roles in shops.

16 Production Aluminum Help your shops make educated decisions What OEM certifications to strive for How many of a specific type of vehicle are in those Market Areas? Demographic Studies: i.e. G-MAPS At a Minimum Shops will need Repair Equipment for straightening Steel manufacturers are not going to sit around and lose market share Shops need to stay Educated in Real Time! As a Jobber, EDUCATE YOUR CUSTOMERS Be a CONDUIT of Information!

17 Ultra-high-strength steel - Boron 3-13

18 New Materials - Aluminum

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20 International Magnesium

21 The Three Legged Stool Sales & Marketing Production Finance & HR

22 Finance & HR Data is and WILL remain key! Shops need to be on Accrual Accounting, NOT Cash Shops need to know how to manage cash flow and determine ROI on investments such as equipment Parts GP will decline or even disappear GM no list price will be of interest to watch. If this disappears or shrinks (i.e. price matching) then the GP will need to be made up thru labor GP capturing more not included operations

23 Finance & HR Shops will need to get people from ZERO to HERO in a shorter amount of time Training matrix will be important After-hours training clinics The jobber or equipment company will be needed GREATLY! Practice during practice and play during the GAME!

24 Recent Visit with a Major Insurer can Speed Service Accuracy

25 Service Extraordinary Customer Service Kept Informed Updating customers phone updates, text updates, updates 63% preferred text updates but that is demographic driven Using Technology to communicate Greeting the Customer Delivering the Vehicle How about After Hours Emergency Answering machine Good Nuff is not acceptable!!! Uniforms, Office appearance IT is CRITICAL

26 Speed LOR Length of Rental 9 Days or less Goal 2 days below Market Average Assignment Received to Estimate Upload New KPI Heavily Weighted...

27 Top MSO-LOR Comparison

28 Accuracy On Time Delivery Minimal Supplements No Comebacks

29 Collision Advice Estimating Best Practices You Don t Know, What You Don t Know February 2, 2016

30 Did You Know You need to perform a zero-point calibration on a Toyota after completing collision repairs?

31 Did You Know You need to perform an ODS unit operation check on a Honda after completing collision repairs?

32 Did You Know You have to perform an ODS unit operation check on a Hyundai after completing collision repairs?

33 Did You Know You have to perform an ODS unit operation check on a Kia after completing collision repairs?

34 Did You Know You can have problems with the Mazda CX7 Blind Spot Monitoring (BSM) control module if the rear bumper is repaired with putty applications?

35 Did You Know On the 2012 Chrysler 300, the BSM/Lane Departure sensors may become misaligned in a collision even if the bumper fascia is not damaged? 2012 Chrysler 300 BSM Statement Blind Spot Monitoring/Lane Departure NOTE: If the vehicle has experienced any trauma in the outboard area at each end of the rear fascia behind the rear wheel openings where the sensors are located, even if the fascia is not damaged, the radar sensor may have become misaligned. A misaligned radar sensor will result in the BSM system not operating properly.

36 Did You Know If alignment work is performed or there is front end damage, the 2012 BMW 328i Adaptive Cruise control will need adjustment?

37 Did You Know 2014 Jeep Grand Cherokee Blind Spot Monitor If the vehicle has experienced any trauma in the outboard area at each end of the rear fascia behind the rear wheel openings where the sensors are located, even if the fascia is not damaged, the radar sensor may have become misaligned. A misaligned radar sensor will result in the BSM system not operating properly. The blind spot sensors and control circuitry cannot be adjusted or repaired. If a sensor is damaged or ineffective, it must be replaced with a new unit. The sensor module software is flash programmable. The mounting bracket for each sensor is serviced only as a unit with the rear bumper fascia.

38 Did You Know 2014 Ford Fusion Blind Spot Monitor and Cross Traffic Alert NOTE: There should be no bumper stickers or body filler material used on the rear side bumper cover in the vicinity of the SODL (side obstacle detection control module LH) or SODR (side obstacle detection control module RH).

39 Did You Know 2016 Honda Pilot Blind Spot Monitor BLIND SPOT INFORMATION (BSI) SYSTEM Models equipped with this system can be identified by this BSI Alert indicator, located on both front doors near the outside rearview mirror. The system uses two radar units, one mounted on each side of the vehicle under the rear bumper. The system may malfunction and set DTCs because of damage, improper repairs, or excessive foreign material on any of the following: Rear bumper Outer side panels Radar unit mounting locations SYSTEMS THAT MAY REQUIRE DEALER ASSISTANCE WITH AIMING Some models may be equipped with one or more of the following systems that require aiming after collision repairs. Special tools are required to complete the aiming procedures. Blind Spot Information (BSI) System with Cross-Traffic Alert: The BSI radar units must be re-aimed in these instances: After replacing or removing and installing one or both BSI radar units. After replacing/repairing the body rear outer side panel(s). Stored DTCs B18B8 or B1E68 - left or right side BSI radar unit azimuth off alignment. If a problem occurs in the BSI system, the amber BSI indicator will light up. A warning message may also appear

40 Did You Know You have to research to determine what suspension bolts and components are torque to yield fasteners?

41 Did You Know Did you know Nissan s have single-use parts? 2008 Nissan Versa Center Pillar Upper Garnish

42 Did You Know How many of you know that you need a factory scan tool to resynchronize the A/C ducts on a Mercedes Benz?

43 Researching OEM Position Statements / Repair Methods Several ways to research OEM position statements and repair procedures: Audatex TechFocus CCC ONE Repair Method Mitchell RepairCenter TechAdvisor OEM websites Manually Research Go directly to the manufacturer s websites OEMonestop.com Most are pay-to-use with exception of domestic manufacturers

44 ALLDATA Repairs and Inspections After a Collision

45 Ford Explorer Repairs and Inspections

46 Toyota Tundra Repairs and Inspections

47 Vehicle Estimate Lookup Screen Select The Vehicle That You Are Going To Review

48 Estimate Analysis Results Service And Repair Information

49 View Full Size Images CCIF 2016 OEM Articles Select Information Article Is Displayed

50 OEM Articles Select Information Article Is Displayed Materials Information View Full Size

51 Estimate Analysis Reports R&I Front Door Panel

52 OEM Articles Direct Navigation Navigate To Procedures Not On The Initial Estimate

53 OEM Articles Direct Navigation

54 ALLDATA Estimate Integration 54

55 Need the Component on the Estimate The component has to be on the estimate (even if it is included) for any system to research it! Insurers rate based on the number of lines on the estimate. This is an old-school philosophy!

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57 The Dash Light Myth If there are no warning lights on the dash, does that mean that there are no problems with the vehicle?

58 The Dash Light Myth Remember what dash lights can and cannot tell you: Dash lights are not diagnostics Only alert drivers to current emissions, safety systems or maintenance intervals May not illuminate until the vehicle is driven a specified distance Some self-tests need to fail multiple times before a warning lamp or driver message is displayed Some systems and options will be disabled due to a stored code Some vehicle systems retain failure records to help you determine if a condition is accident related

59 The Dash Light Myth Here are some examples of problems that DO NOT illuminate a warning light: Auto / Express Windows Window Indexing Mirror Functions Satellite Radio Reception Passive Entry Hands Free Calling Parking Assist Object Detection Auto A/C Blower Functions Passenger Presence

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62 Pedestrian Detection Uses camera-based technology to detect and classify pedestrians Predicts potential pedestrian impact Activates countermeasures to help mitigate injury

63 Driver State Assessment Systems (Drowsy Driver Systems) Uses camera-based technology to monitor eye closures and head position Automatically apply stimuli commensurate with drowsiness/distraction level using a combination of alerts: Visual Audible Haptic

64 Scan EVERY Vehicle Before and After Repairs We recommend any vehicle that is in a collision no matter how minor should be scanned before and after repairs.

65 Why Scan EVERY Vehicle Before Repairs? Performing a vehicle scan before repairs begin will answer these questions: What areas need to be inspected? When (date/time/mileage/key cycles) did the fault occur? Benefits: Know what is accident-related damage and what is not related Discover 100% of the damage before the repair process begins Improved cycle time Improved profitability Better customer and insurer relationships

66 Example: Before Scan BMW E90

67 Example: Before Scan Ford Fusion

68 Example: Before Scan Honda Civic

69 Example: Before Scan Mercedes Benz

70 Example: Before Scan Toyota Matrix

71 2007 Audi Q7 122,204 Miles No lights on dashboard Navigation unit not working. Impact to right rear of car. WITHOUT Scan Tool: Shop is a unable to handle customer s concern on Navigation error. Vehicle would have to go to the dealer for diagnostic inspection. Dealer found navigation MMI (Multi-Media Interface) unit located in right rear of vehicle had no communication. Dealership would have likely replaced the module for no communication error and would have no reason to analyze freeze frame data. High probability insurance carrier pays for unknown electrical failure in control module, because of close proximity to vehicle impact zone. Scan results found lost communication with Navigation MMI unit. Further inspection found open TSB for sunroof leak. WITH Scan Tool: Scan identifies the navigation faults on the first day of the repair. Scan found in the freeze frame data that navigation faults were recorded 8,954 miles and 7 months prior to date of loss. Scan also found Audi has an open TSB for this exact problem on the Q7 model range. Savings to insurance carrier over $

72 Why Scan EVERY Vehicle After Repairs? Performing a vehicle scan after repairs are performed will answer these questions: Were any fault codes created due to the repair process? Are all systems working correctly? Benefits: Limit comebacks Improved cycle time Improved profitability Better customer and insurer relationships LIABILITY!

73 Toyota Camry In a minor accident Replaced: Front Bumper Cover Grille Grille Emblem

74 Example: Before Scan Dodge Nitro

75 Example: After Scan Dodge Nitro

76 The DLC port will always be located within 18 of the ignition switch below the dash! DLC Port

77 Two Main Reasons to SCAN POST REPAIR Accident Collision Avoidance Systems - Autonomous Brakes - Adaptive Cruise Control - Lane Departure Warning Systems - Adaptive Headlights Comfort Features - Blue Tooth for Phones - Air Scarf System - Heated Steering Wheels - Interior LED s

78 WHY DID THE SPACE SHUTTLE CRASH?

79 SPACE SHUTTLE

80 They focused on. Launch date Cycle Time Budget Severity SAFETY should always trump these!!! ARE YOU CONNECTED? What is YOUR CULTURE?

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82 What is your role? To accept personal responsibility!

83 Questions & Answers Thank you for your time and attention!

84 You Don t Know What You Don t Know For more information on Collision Advice consulting services or speaking engagements, please contact: Mike Anderson mike@collisionadvice.com Cell Tiffany Driggers tiffany@collisionadvice.com Cell Check out Mike s New Consulting Calendar on our website!

85 How relevant was this topic to the CCIF CCIF 2016 Enter question text... mandate and your business? Mike Anderson: Collision Advice You Don t Know, What you Don t Know!! Rate on a scale of = not relevant 5 = very relevant