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December 15, 2009
Technology Update
Mitchell Road Show in Gatineau
Over 75 collision repairers gathered to see the new Mitchell Content Concierge Service at the Mitchell Road Show in Gatineau, Quebec on October 7. The event’s speakers provided a look at the future of the collision repair industry and computer technology.
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Mike Jerry of Mitchell Canada and Norm Angrove, of PPG Canada
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Norm Angrove, senior manager, Value Added Programs, PPG Refinish, presented a “Vision of the Future” at the event. He described how the marketplace has shifted and expectations have changed. Insurance companies are closely measuring shop performance, customers are demanding an exceptional repair experience, and opportunities for profit are shrinking. He points out that it takes a lot to succeed in today’s market, and repair facility owners are rising to the challenge. Those that are experiencing success have recognized that processes need to be streamlined, they need to attract and retain the brightest people, and that a culture of continuous improvement is essential.
Norm acknowledged that although most repairers know what they need to change, the challenge is creating the urgency to change now, and then to sustain the change. He explains, “The journey starts with training. There is no elevator to success. The stairs are the journey, starting with finding the best training opportunities, then creating a crystal clear plan, improving workplace organization and repair planning to reduce waste, and continuing to look for improvement opportunities.”
Technology: where is it heading?
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Jean-Guy Rosa of PPG with Michel Gagnon, Michel Grégoire, and Alain Villeneuve, all of Mitchell
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Mike Jerry, vice president and general manager of Mitchell Canada, shared a presentation at the event about where today’s technology is driving us. He introduced the concept “Software-as-a-Service” (SaaS) that Mitchell is providing to customers. This cutting edge technology allows collision repair facilities to save thousands of dollars by eliminating the need for an on-site computer server. Instead, they can utilize Mitchell’s hosted service, avoiding the expense of on-site service, upgrades and software updates.
Mike describes the demographic shift the collision repair industry is facing, “Our future customers are able to multi-task like never before, communicating with texting, MSN, facebook, and using iPods, sometimes all at the same time. Collision repairers need to be able to communicate effectively with technology.” Another important point he makes, is that as we are hiring this new generation of workers, we need to recognize their need to be challenged, and for a faster paced working environment.
Accessing critical information
Mitchell introduced its new Content Concierge Service, a component of Mitchell’s Tech Advisor software, which provides technicians with the ability to easily locate OEM repair data via live customer service. Today’s increasingly complex vehicle technology makes access to this critical data essential. With Tech Advisor, collision repairers gain access to OEM repair data, information on electronics and the different metals used in construction, essentially an on-line “how to” manual. This is an invaluable resource, saving time and resources, and ensuring the correct repair procedures are utilized when returning damaged vehicles to pre-accident condition. For more information about Mitchell’s software and services, visit www.mitchell.com.
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Leanne Blackborow