Once seen as a fast fix for minor blemishes, SMART repair has evolved right into a highly expert, tech-driven sector that plays an important role in used automotive retailing. From purpose-built tools and advanced techniques to data-led services and industry accreditation, Mark Llewellyn, managing director of Revive! UK, met with AM to clarify why it’s now a cornerstone of each dealership profitability and customer satisfaction.
Out of your conversations with dealer groups, which of the present challenges – prep times, rising repair costs, or staff shortages – is having the largest impact on motor retail right away?
I’ve been involved in SMART repair for greater than 30 years, and I’ve never seen a landscape quite just like the one dealers are facing today. There are huge external forces at play – major acquisitions reshaping the market; Chinese entrants fundamentally changing how things are done; and manufacturers pushing the agency model, which is transforming the way in which cars are sold.
Layered on top of which are significant internal challenges. Stocking levels remain unpredictable, costs proceed to rise, and lots of consumers are holding on to their cars longer as a consequence of economic uncertainty. After which, in fact, there’s the difficulty of individuals. Bodyshops across the country are struggling to recruit, and there simply aren’t enough expert repairers to fulfill demand. We’ve already recruited 70 latest technicians this 12 months and now have greater than 250 in our network, besides, the shortage of expert staff is an actual constraint for the entire industry.
What exactly is the status of SMART repair services today?
When SMART repairs first began, the work was almost at all times outsourced. Then dealers realised they might do it themselves, in order that they bought the equipment and handed the job to someone they knew – but quality wasn’t really much of a consideration. Back in 1994 once I began, considered one of the things that actually frustrated me was the shortage of standards. Anyone could put a load of paint at the back of a van and call themself a SMART repairer. That’s why I got involved with the IMI and helped arrange the IMI accreditation for SMART repairs – training that our technicians still undergo usually to be certain that they’re maintaining the precise standards. As a network, we’re proud to wear the IMI badge as an accredited repairer.
Are you seeing dealerships package smart repair into service plans and maintenance bundles and is that this changing the perception of SMART repair from a ‘nice-to-have’ to an important margin booster?
I feel there’s an actual opportunity here for dealers to construct a powerful retail proposition around SMART repair. SMART repair insurance has change into a hugely popular product – it’s growing fast and dealers prefer it since it stepped in to fill the space when there have been concerns about losing GAP insurance. In lots of cases, it’s now a powerful revenue stream in its own right. If dealers aren’t already using SMART repair insurance to generate income, they really must be. But there’s potential to go even further. Many dealers have loyal customers who return usually to purchase their next automotive, and there’s a chance to supply them tailored add-on services.
Where do you think that Revive!’s SMART repair services impact dealerships most?
Our biggest impact is in making the sales process easier and more efficient for dealers. We normally start by sitting down with them to know what their ideal preparation process looks like, then we construct our service around that in order that they can think about what they do best – selling cars. Due to the dimensions and suppleness of our network, we are able to quickly deploy additional resources where they’re needed most if there’s a backlog. We are able to often get cars prepared and looking out their best on the forecourt inside three days, helping dealers move stock faster and with less stress. Ideally, we wish to know when latest stock is arriving and the way quickly they need those vehicles ready for the forecourt, each mechanically and cosmetically, so we are able to plan ahead and take the pressure off. Revive positions itself as a very skilled organisation inside the SMART repair sector – one which’s driven by data and focused on delivering measurable value. We’ve invested heavily in developing detailed data on the amount and nature of the repairs we stock out, and we share that insight with dealerships as a part of a transparent, partnership-based approach. Our focus has evolved beyond simply repairing vehicles. It’s now about helping dealers sell more cars, more profitably.
This Article First Appeared At www.am-online.com
