What it does
Service communication tools run digital multipoint inspections and keep customers updated by text. Technicians record findings with photos and video, advisors build an estimate and send it to the customer, and the customer approves work and pays from their phone.
Customers approve more work when they can see it. A clear photo of a worn brake pad does more than a phone call. These tools also cut down on phone tag and help the shop finish jobs faster, which matters with technicians in short supply.
Adoption by technicians decides results. If the inspection app is slow or clumsy, techs skip steps. Check how many taps an inspection takes, how video uploads on your shop's Wi-Fi, and how declined work is saved for follow-up.
Who in the store uses it
- Technicians: complete inspections and record photos and video.
- Service advisors: build estimates and text customers.
- Service and parts managers: watch approval rates and parts needs.
- Customers: review, approve and pay from a phone.
What it connects to
- DMS (repair orders, op codes, pricing and parts)
- Service scheduling
- Payment processing and text-to-pay
- Aftersales marketing (declined work follow-up)
- Parts software (quotes and availability)
- Reviews tools (requests after the visit)
Service communication and MPI products in the index
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What to ask vendors
- How long does a typical inspection take for a technician?
- Do estimates use our DMS labor and parts pricing?
- How do texting consent and opt-outs work?
- Can customers approve and pay in one step?
- How is declined work saved and followed up?
- What reporting shows approval rates by advisor and technician?
- How do you handle Wi-Fi and video upload problems in the shop?
- What are the cost and contract term?
Signs it's time to switch
- Technicians skip the inspection or use paper.
- Advisors spend hours on phone calls for approvals.
- Estimates don't match DMS pricing.
- Declined work is never followed up.
- Customers wait at the counter to pay.
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