There are a lot of frustrated shops that go digital and expect an immediate increase in their Average Repair Order (ARO), but that just isn’t the case unless they are using the DVI (Digital Vehicle Inspection) properly.

What do I mean by properly? Here is the system we follow at my shop:

1)  The vehicle is written up in the DVI for the reason it was brought to us along with safety and maintenance issues.
2)  Pictures, videos, and notes are added into the DVI as needed by the techs.
3)  The service writer looks over the DVI, clarifies anything that needs it, adds anything missing, fixes spelling, and adds additional pictures and/or videos, if necessary.

4)  The service writer then sends the DVI to the customer for review and gives the customer time for them to digest (5 to 10 minutes) before making a phone call, unless the customer calls first.

5)  The service writer will then go through the DVI with the customer, give them a price on the items, and help prioritize the issues, as well.

Texting the completed DVI (pictures, notes, videos) to a customer is a critical step. This gives the customer time to digest what has been presented instead of a 30 second phone call where the service writer has to describe everything via words and get a customer to buy right then.

If your techs aren’t going to take the pictures, write notes, and record videos, you have a whole different issue.

Hope that helps, Chris.

Chris Cloutier

Chris Cloutier

Architect/President at

As an auto repair shop owner of Golden Rule Auto Care, Chris Cloutier realized the need for a better way to communicate with his customers as he observed how communication gaps created bottleneck situations and wasted valuable rack time. With 20+ years experience as a software developer including employment stints at Southwest Airlines and Wyndham International, Chris had seen the benefits of the marriage of software and customer service.  With the entrepreneurial passion to create an innovative solution to solve a common industry problem, Chris designed, a tool that dually functions as a visual workflow management system and as a means for keeping customers engaged and informed by providing status updates throughout the stages of the vehicle repair process. Click here to read more...

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