Improve efficiency by utilizing workflow and communication technology
BY NORA JOHNSON
LIKE ANY ORGANIZATION OR BUSINESS, MWACA Magazine runs on strong internal communication. For a quick behind the scenes look, each magazine story is assigned out and pushed through an online tracker—from writer, to editor, to designer, back to editor. Tasks physically get dragged down a virtual timeline, indicating when the next person can jump in. Without this technology—and added Google Chat messages along the way—you may not have the pleasure of reading this current issue.
In this case, magazines aren’t too far off from vehicles in a repair shop. Internal communication and digital workflow tools get the keys back in customers’ hands as quickly as possible. According to Chris Cloutier, co-owner of Golden Rule Auto Care in Rowlett and Wylie, Texas and founder of the cloud-based communication tool, autotext.me, use of internal communication technology improves efficiency and eliminates lost vehicles along the way.
DIGITALLY TRACK YOUR WORKFLOW.
It’s no secret that every repair shop can easily become chaotic, no matter the size. With vehicles coming in and out, and countless touch points along the way, vehicles are bound to simply be forgotten or become lost. Without a strong system of internal communication, employees can easily become confused and vehicles can stay in the shop much longer than expected. This backed up queue of cars takes up vital room in the shop and keeps the vehicle away from the owner for longer than necessary.
“Some shops run in a chaotic environment—all day, every day— this is still very rampant in our industry,” Cloutier says. “Internal communication first starts with each employee knowing where everything in the shop is at.”
By utilizing a workflow tool, all employees from the front of the shop to the back are aware of what is going on with every vehicle that comes through the doors.
Cloutier developed autotext.me over seven years ago to help aid in both internal and external communication within the shop. He compares his workflow tool within autotext.me to the online Domino’s pizza tracker. Each step along the way is sectioned out and assigned, virtually progressing as steps are finished. Simaliarily, through autotext.me, specific shop employees are assigned steps along the repair process. As steps are completed, the tracker pushes along through the entirety of the process. All team members are able to view the tracker, leaving no confusion as to where a vehicle is at.
VIRTUALLY COMMUNICATE, CONSTANTLY.
Tracking the workflow of a vehicle can only help so much, one-onone and group communication also needs to be heavily present along the way.
“I strongly suggest tablets for technicians, not just for staying on top of workflow but also for chat communication,” Cloutier explains. “External chatting outside of workflow is the glue that holds everything together.”
Whether it be Slack, Google Chat, or a different communication software, each team member should be logged in and communicating. Internal communication doesn’t stop once a part of the repair process is complete. Issues may arise or questions might need to be answered, and instead of taking up valuable time tracking down the other team member in the shop, the employee can simply send a quick one-on-one or group message to whomever may have an answer or solution.
Internal virtual communication is especially important between technicians and service advisors, in order to ensure things are being properly communicated to customers.
“Everything is about time and communication,” Cloutier says. “It comes down to shop efficiency and how you can get that car in and out quickly.”
START SLOW AND PRACTICE.
Everything new takes time to perfect. If internal communication is a struggle at your shop, encourage your employees to ramp up their face-to-face and virtual communication each and every day.
“You have to repeat something until it becomes natural, because eventually we're creatures of habit,” Cloutier explains.
Once internal communication increases, the shop can come together and assess where improvements can be made, what can be tweaked and made better.
If you are introducing new workflow or chat technology to improve internal communication and efficiency, don’t be afraid to start slow. More old school employees may shy away from new forms of technology. Cloutier suggests making a goal to encourage the team to begin by using the new tool only 20 percent of the time. When that goal is reached, you can slowly increase the percentage. Soon, it will get to the point where everyone is used to the tool, and constant workflow tracking and strong internal communication becomes second nature.