DIVERSIFY TO THRIVE

The key to success in today’s world of collision repair

In an era where electric vehicles (EVs) are speeding ahead and advanced driver assistance systems
(ADAS) are setting new industry standards, collision repair shops stand at a pivotal moment. The key to
staying competitive and relevant? Diversifying their services to embrace these technological advancements.

Picture a bustling repair shop that goes beyond merely addressing dents and scratches. Moreover, it
skillfully handles the latest in EV technology and performs meticulous ADAS calibrations. Whether you
need a cracked windshield replaced or a mechanical issue diagnosed alongside your collision repairs, this
shop’s comprehensive service model means you can get everything sorted in one visit. You are thrilled with the convenience and efficiency, appreciating the peace of mind that comes from knowing your vehicle is getting top-tier care on all fronts.

Fix Network is at the forefront of this transformation, driving the evolution of automotive repair shops. The
leading family of brands for collision, glass and mechanical repairs actively supports its franchise partners, empowering them to expand their service offerings to meet the needs of today’s vehicles and the demand of tomorrow.

Collision and Calibration: A Critical Focus

With 86 percent of vehicles today requiring calibration and the expectation that this will soon reach 100 percent, the importance of being able to perform this process cannot be overstated. In a recent webinar hosted by Collision Repair magazine, titled “Shop of the Future,” Fix Network Canada President, Sylvain Seguin, alongside Vice President of Prime CarCare, Zakari Krieger, emphasized why the ‘Shop of the Future’ is already a reality for many, urging auto repair business owners to plan accordingly to remain relevant.

“New technology will reduce the frequency of accidents, so maximizing revenue on every vehicle becomes essential,” said Seguin.

Consequently, in-house calibration becomes a critical component for collision repair shops to reduce cycle times and improve customer service. Recognizing that not all shops have the physical space to accommodate calibration equipment, Seguin emphasized the importance of strategic planning, regardless of a shop’s constraints. Even if they cannot house the necessary equipment onsite, it’s crucial to have a solution in place for handling calibration services rather than relying on subcontractors. One viable option is to manage these services at a separate location under their control. This approach ensures that shops maintain oversight over the quality and timeliness of the services provided.

Both Krieger and Seguin both emphasized the importance of understanding customer needs, highlighting that shops must maintain their ability to perform their original services while integrating new ones. Specifically, Krieger noted that it’s vital to not divert body technicians from their core roles to handle calibration and glass services, as this can negatively impact cycle times.

While mechanical shops already using scan technology may find introducing ADAS calibrations to be a natural addition to their offerings, it is different when incorporating these services into a collision repair shop. Having a separate windshield and calibration expert is crucial to maintaining efficiency and quality. By keeping specialized tasks in the hands of dedicated professionals, collision repair shops can ensure smoother operations and faster cycle times, ultimately delivering a superior service experience to customers.

Meeting Modern Expections: A case study of Fix Network’s automotive repair supercentres

Groupe Véronneau has redefined collision repair by incorporating windshield and mechanical services into their business portfolio, successfully establishing two Fix Network Supercentres in Coaticook and Sherbrooke East, Quebec. These innovative centres, featuring Fix Auto, NOVUS Glass and Speedy Auto Service, epitomize the ‘Shop of the Future’.

What motivated Groupe Véronneau to expand their services? According to President, Valérie Véronneau, the aim was to offer comprehensive solutions to their customers, fostering client loyalty. This holistic approach ensures that customers think of them immediately when faced with any automotive issues. Additionally, diversifying tasks enhanced her team’s motivation. After launching all three repair solutions together in 2019, the real purpose for their multi-service enterprises became clear: enhanced expertise and efficiency between these offerings, particularly with ADAS systems and alignments. “The primary benefit has been the increased collaboration and knowledge sharing between our various services. When technicians encounter mechanical issues, our on-site mechanics can quickly assist, avoiding delays and the need to involve subcontractors. “Moreover, our NOVUS technicians, who are qualified in ADAS calibrations, share their expertise with the body shop team. This cross-pollination of knowledge facilitates new procedures that make reassembly more efficient when calibration is needed. This approach promotes a unified mission, ensuring our team provides all-encompassing support to our customers,” said Véronneau.

Groupe Véronneau recognizes the necessity of continuous learning for the safety of both technicians and drivers. As ADAS technologies evolve, they alter the nature of accidents. For instance, there has been a notable shift in damage repairs, with increasing instances of side damage rather than traditional front and rear collisions. This observation underscores the industry’s fluid nature and the imperative to master new technologies.

Challenges and strategies for success

The addition of glass and mechanical services to their business did not come without its challenges, particularly in achieving cohesion among the diverse offerings. Initially, personnel such as customer service representatives only needed to understand the bodywork repair process. The inclusion of mechanics and windshields presented new complexities with both insurers and consumers. For example, informing customers about brake wear during collision repairs often led to misunderstandings. The team had to learn to communicate more effectively, emphasizing that their goal extends beyond simply repairing accident damage to ensure the overall safety and maintenance of each vehicle. This strategic communication shift paid off, helping them meet modern customer expectations while fostering trust and loyalty.

What advice would they give to other body shop owners looking to diversify their services? Groupe Véronneau recommends surrounding yourself with experts in each service area. Success lies not in completing every imaginable training course, but in building a skilled team and encouraging collaboration. Achieving synergy between people and services is crucial to ensuring both flourish. Trust is the key to success, regardless of the business type.

Innovation is ingrained in Groupe Véronneau’s DNA, and their Fix Network supercentres serve as a testament to their commitment to continous progress. They continually explore new technologies to enhance damage estimates and diagnostics and have plans to add car washes in the pipeline. Their most ambitious idea involves creating a workshop/school, dedicated to promoting the importance of continuous training and adaptability in the field. With plenty of concepts and projects in the works, their passion for evolution remains their driving force.

A customer-centric approach

Ultimately, diversification is about customer satisfaction, with Fix Network leadership underscoring the importance of providing a seamless process that stays ahead of consumer expectations. Moreover, the new generation of technicians seeks workplaces that offer the best training and equipment; a benefit Fix Network offers their franchises through their stateof- the-art training centres in Ontario, Quebec and Alberta.

By embracing diversification, Groupe Véronneau and other visionary shops within Fix Network not only meet modern standards but also set new benchmarks in the collision repair industry. Their comprehensive approach ensures efficiency, customer satisfaction, and preparedness for the technology advanced vehicles of tomorrow.