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Speaker 1: All the city streets to the open road. Tonight, lead run,

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Speaker 1: We'll give you roll and ride God Corivison Ride.

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Speaker 2: This next segment of the Car Doctor, Thanks for being here,

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Speaker 2: is all about information, management of, coordination of and efficient

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Speaker 2: use of and we've reached out to none other than

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Speaker 2: our good friend Tim McDonald over at Mitchell one, and

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Speaker 2: Tim's here today with us to talk about it and

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Speaker 2: some of the changes upcoming over at Mitchell what they're

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Speaker 2: doing to keep us on our toes and keep us

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Speaker 2: on the cutting edge of this industry that's always evolving

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Speaker 2: and always changing, and it's always fun to talk with Tim.

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Speaker 3: Tim.

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Speaker 4: Welcome a board, sir, Hey Ron, nice to be back

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Speaker 4: with you. So right.

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Speaker 2: Information. We always start the conversation here every year about

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Speaker 2: management and expectations, and you know where we want to start.

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Speaker 2: We want to talk about, you know, how we're managing

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Speaker 2: the shop repair information. You tell me what's new and

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Speaker 2: exciting in the world of manager and Mitchell Repair. What's

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Speaker 2: going on over there?

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Speaker 4: Well, thank you top of mind for me from my

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Speaker 4: daily experience here at Mitchell. Wan is going to be

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Speaker 4: the shop management software. So we're making progress always on

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Speaker 4: several fronts. Typically I would lead off with manager Ssee

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Speaker 4: that's our flagship product. It's in tens of thousands of shops,

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Speaker 4: and you know, we're always making incremental changes and improvements,

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Speaker 4: and we've really been successful in the last eighteen twenty

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Speaker 4: four months and introducing some major changes figuring out how

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Speaker 4: to new do new things to make it possible. The

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Speaker 4: first I would want to mention is the job view

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Speaker 4: function and set of features. So what it does is

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Speaker 4: it organizes on your order screen if you're a service advisor,

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Speaker 4: instead of considering all those grid line items that you're

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Speaker 4: looking at, parts, labor, sublet, no, it's all those things.

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Speaker 4: Instead of treating that as one monolithic item, we have

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Speaker 4: introduced job view containers and by doing that it means

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Speaker 4: that I've always been able to check profit on the

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Speaker 4: whole order. Now I can check profit per job. With

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Speaker 4: the job containers, I can control the shop SUPPLIESASMATH fees,

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Speaker 4: discounts first time. Multiple discounts are possible now and with

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Speaker 4: the right click if they decline, I can push it

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Speaker 4: to the revision screen. I can say, hey, make this

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Speaker 4: one into a can job. All I got to do

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Speaker 4: is put a name on it. So there's lots of

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Speaker 4: continuously applied shortcuts that are now possible with job View.

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Speaker 4: But the kicker is the document that we hand the customer.

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Speaker 4: It's now perfectly delineated with subtotals for each job, so

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Speaker 4: they can clearly see what each item is going to cost.

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Speaker 3: Oh, it's it's easy.

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Speaker 2: To read in simple english. It's it's not that confusing.

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Speaker 2: I'm not sure what I bought, but I spent twelve

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Speaker 2: hundred dollars, right exactly.

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Speaker 4: It's not that driveway moment of trying to explain the work, right.

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Speaker 3: And I've had people do that.

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Speaker 2: They'll bring me, they'll bring me an invoice from you know,

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Speaker 2: sometimes it's the dealer, sometimes it's another shop and you

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Speaker 2: can't read it. It doesn't it doesn't decipher well. So

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Speaker 2: you're breaking it down into different because really, you know,

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Speaker 2: as a consumer out there, listen, our shops love hearing

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Speaker 2: this stuff. That listened to this radio show. But you know,

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Speaker 2: the consumer out there, they're going, why do I care

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Speaker 2: about this? I think they care about this conversation because

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Speaker 2: the shop that's using Mitchell manager Essa is an efficient shop,

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Speaker 2: is an organized shop, and they're able to, you know,

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Speaker 2: manage history. It's I always go back to. One of

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Speaker 2: the things I really enjoy about Manager as we use

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Speaker 2: it in the shop every day is it's got the

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Speaker 2: same feel. It always reminds me of when I go

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Speaker 2: to the doctor. You ever go to the doctor and

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Speaker 2: how they run their schedule and and and they take

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Speaker 2: you in and they they sign you up for various

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Speaker 2: tests and you know, various things to do. That's really

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Speaker 2: what Mitchell Manager has become over the years. And now

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Speaker 2: the job view function breaks it down into such simple

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Speaker 2: language that I can I can tell missus Jones, you

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Speaker 2: know what, here's the oil change, here's the break check,

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Speaker 2: here's the tire rotation. You don't have you know, we

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Speaker 2: don't want to do the breakcheck this time. That's fine,

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Speaker 2: And it's it's simple. I'll use your word delinination, right

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Speaker 2: deal de linit say the word say the say the

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Speaker 2: word tim It's delineation.

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Speaker 4: That's that.

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Speaker 2: There you go, got a little stutter today, but it's

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Speaker 2: it's the same breakout. It's that simple breakout of what

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Speaker 2: I'm not doing versus what I'm doing. And that's what

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Speaker 2: I think Manager does so well. Uh in that in

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Speaker 2: that use with.

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Speaker 4: Job view, right. So the thing about the relationship with

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Speaker 4: the customers. Is is just building that confidence and trust.

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Speaker 4: And if it is a significant ticket, you know, a

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Speaker 4: high dollar item that had happened, that they can come

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Speaker 4: away from that and know exactly what you did and

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Speaker 4: see the value.

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Speaker 2: Of it clearly, right, And then if they don't do something, hey,

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Speaker 2: I want to put that off till next time. Now

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Speaker 2: we can transfer that over to a revision and and

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Speaker 2: it sits there now. It used to be one of

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Speaker 2: the things that I found kind of got to be

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Speaker 2: a blockade. I only had nine revisions at one point.

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Speaker 2: And it's very easy in this day and age for

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Speaker 2: somebody to have, you know, nine revisions or sometimes we

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Speaker 2: use the revision function for storing certain history if we

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Speaker 2: want on hand up close in personal. But now you've

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Speaker 2: changed the revisions around, right, tell me about that.

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Speaker 4: Yes, So, since we laid the groundwork with job View,

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Speaker 4: which by the way, one two P ten awards, that's

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Speaker 4: an industry organization that both experts and people choice was

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Speaker 4: done to hold that trophy just the other day for

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Speaker 4: a photo. But that laid the work for the rework

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Speaker 4: that we did on the revision screen. So yeah, we

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Speaker 4: had shops saying, you know, I really need to have

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Speaker 4: more than nine slots, Well, we agree with you. So

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Speaker 4: what we did is we changed the architecture of the screen,

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Speaker 4: taking what we built into it with job view and

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Speaker 4: now used a plus one approach. So now just hit

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Speaker 4: the plus sign, add another one, add another one, add

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Speaker 4: another one. So if you have a car that I mean,

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Speaker 4: I think the phraseology is it's a liftthog if it's

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Speaker 4: been around the shop for a long time, right, and

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Speaker 4: maybe it was supposed to be there for three days

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Speaker 4: and it's been like four weeks because you're waiting for

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Speaker 4: parts or who knows what. So the idea is you

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Speaker 4: need more revisions to address those other needs or repairs

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Speaker 4: as they come up. So this allows you to do that.

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Speaker 4: You can have as many revisions as you care to

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Speaker 4: do that. And when we open up a screen to

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Speaker 4: make changes, we try to put in other user requests

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Speaker 4: and we added a comments column so that the shot

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Speaker 4: could put in their own notes addressing those revisions. Do

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Speaker 4: this one first, talk to Joe. This is a special tool.

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Speaker 4: You've got to have those type of things. And then

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Speaker 4: also in the process was tightening up the revisions to

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Speaker 4: the recommendations. Remember, the recommendation is that customer language that's

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Speaker 4: important to explain what the repair is and what needs

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Speaker 4: to be done, and then the revision supplies those details, parts, labor,

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Speaker 4: et cetera.

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Speaker 2: Tim, we've talked about this over the years, and we've

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Speaker 2: been doing this a long time, you and I both

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Speaker 2: here and in our careers. The shop that's most efficient,

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Speaker 2: the shop that manages the information, sure, they're going to

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Speaker 2: be more profitable. And obviously, you know, listen, I go

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Speaker 2: to a doctor and I hope that he's doing well

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Speaker 2: and he's going to stay in business, and he's there

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Speaker 2: for my next physical. And I don't know anybody that

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Speaker 2: walks into a document says Joe, hope this guy goes

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Speaker 2: out of business next year. He's he's making too much money.

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Speaker 4: You know.

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Speaker 2: I'm hoping people, you know, walk into my shop and go, gee,

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Speaker 2: I hope he's here next year, because I want him

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Speaker 2: to be profitable enough to be here to take care

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Speaker 2: of my problems next year. That's what manager. You know,

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Speaker 2: the shop that's using a manager program, the odds are

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Speaker 2: they're going to be there because they're organizing and managing

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Speaker 2: their information right, and this all the things we've just

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Speaker 2: talked about helps them do that so much more exactly.

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Speaker 4: I mean the fact that you just have any of

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Speaker 4: the vehicle a peer history one click away in the

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Speaker 4: history tab, and that I can print a tech worksheet

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Speaker 4: to give the technician that has dates and category of

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Speaker 4: service that hey, when did we do the brakes last time? Oh?

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Speaker 4: There it is, and there's the mileage with it. So

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Speaker 4: having that kind of information insurance that we give that

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Speaker 4: proper customer experience.

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Speaker 2: You know, I think everybody that uses Manager SSE has

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Speaker 2: something that you know, hits their button more than something else.

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Speaker 2: For me and everything you're talking about here, I've been

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Speaker 2: using it. It's phenomenal stuff. But I go back a

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Speaker 2: couple of years when you did the You know, I

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Speaker 2: can I do it like this? You know, oh hey

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Speaker 2: I need an appointment, Sure, send me an email. I

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Speaker 2: give out my email to the new new client, and

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Speaker 2: you know, send me name, address, phone number, and just

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Speaker 2: send me the license plate of your vehicle. Well don't

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Speaker 2: you want to know that? Yeah, don't you want to

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Speaker 2: know that your make model? Nope, I don't need that

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Speaker 2: because I can plug it into Mitchell. I can plug

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Speaker 2: it into Manager SA and Manager will not only tell

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Speaker 2: me your make model, it will tell me vin it

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Speaker 2: will give me engine choices. It will help me break

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Speaker 2: down what that is, because you know, it's dialing out

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Speaker 2: to the in my case, I guess the New Jersey

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Speaker 2: Motor Vehicle database, and you know it's it's bringing it

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Speaker 2: up and to me now when I order parts, because

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Speaker 2: it's it's not just impressing the new customer, but now

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Speaker 2: when I have to order parts for that new customer,

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Speaker 2: everything is VIN based.

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Speaker 3: I don't have to enter the VIN.

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Speaker 2: I don't have to enter in the seventeen digits and

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Speaker 2: that saves time, and saving time makes money and.

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Speaker 4: Exactly, and then no return parts because that when you

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Speaker 4: push the catalog button, that VIN is visible in that

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Speaker 4: title bar. You know that you're going to see the

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Speaker 4: right categories and choices, right.

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Speaker 2: And I just found that button, by the way, I

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Speaker 2: think it was the button that's lets you put the

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Speaker 2: license plate at the top of the vehicle screen.

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Speaker 4: Yeah, exactly. Yeah, and lead off with that because that's

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Speaker 4: the first thing you'll.

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Speaker 2: Put in that's the first thing you put in it.

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Speaker 2: And it just it's just so many improvements. It's just

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Speaker 2: it's just efficient use. And I think that's what strikes

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Speaker 2: me as the most important benefit. I always tell everybody

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Speaker 2: I'm not really fixing cars. I'm managing time and expectations

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Speaker 2: and you know, and that's right, and that's what Manager

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Speaker 2: helps you to do, and and that's.

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Speaker 3: That's really the takeaway.

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Speaker 2: Let's pull over, take a pause.

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Speaker 4: Tim.

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Speaker 2: When we come back, can I pry out the future

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Speaker 2: like I always try to wheedle that out of you?

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Speaker 2: What's coming next?

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Speaker 4: We can share some things?

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Speaker 2: Okay, I'm running any and the Car Doctor here with

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Speaker 2: Tim McDonald of Mitchell Manager essay, and we'll both return

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Speaker 2: right after this.

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Speaker 3: Don't go away, don't stop you.

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Speaker 2: Well, we've reached that part in the program. And thanks

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Speaker 2: for returning. Where I usually say to Tim, Okay, Tim,

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Speaker 2: I've got four four and a half minutes. What do

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Speaker 2: you want to talk about now? And Tim will go well,

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Speaker 2: and I really kind of write, Tim, but you know

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Speaker 2: what's new and exciting coming up? A manager? I see?

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Speaker 4: What?

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Speaker 2: Can you share it with us?

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Speaker 4: All right? Well, then let's look in the crystal ball

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Speaker 4: for Manager. I see nine point three, which is probably

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Speaker 4: going to be about April when that comes out. First

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Speaker 4: feature already finished is file attachment. What the heck? What's

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Speaker 4: the value? All right? So when you're on the order

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Speaker 4: screen and you will hobble your mouse over the lines.

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Speaker 4: It will be a new column in there. It'll say

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Speaker 4: do you want to add a document? And so this

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Speaker 4: gives the user the opportunity to store photos, a video,

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Speaker 4: or maybe even a diagnostic result. It's stored an Altis drive.

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Speaker 4: What we're doing is we're associating it to that repair

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Speaker 4: order item, so that once we've even put it in

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Speaker 4: history two years later, it's still there. We owe that's

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Speaker 4: what we saw at that time, so that's the value

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Speaker 4: of it. And there's going to be a gallery, so

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Speaker 4: they'll have some existing images that could be reused. So

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Speaker 4: we're excited about that. That's in the can already done.

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Speaker 4: And then we also have an upgraded inspections program, the

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Speaker 4: Multipoint Inspection Manager ass The inspections will come out and

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Speaker 4: that will be performed on a mobile device and then

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Speaker 4: that will be fed back to the service advisor to

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Speaker 4: price the faulty items identified, and then they're going to

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Speaker 4: push that out to the customer as a text message

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Speaker 4: and that customer will review the items, including any video,

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Speaker 4: phone or photos that we want to include and arrive

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Speaker 4: at which things too they want to have done. And

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Speaker 4: those that they'll decline for now. Push the approved button

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Speaker 4: goes back to the shop. They can dispatch to perform

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Speaker 4: the work that was approved and push the other work

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Speaker 4: into revisions and then manageress. He can do its job

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Speaker 4: and remind you of that future business the next time

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Speaker 4: they come back in.

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Speaker 2: It sounds like it sounds like we're It sounds like

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Speaker 2: we're shopping on Amazon. I want this, I want this.

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Speaker 4: It is that user experience. Yeah, that's the desired goals

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Speaker 4: that hit it with it.

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Speaker 2: That's kind of cool.

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Speaker 3: And what else? What else was there?

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Speaker 2: I don't mean to cut you off.

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Speaker 4: Go ahead, Yeah, no worries. The big one that we're

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Speaker 4: working on right now, and the code name what we're

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Speaker 4: calling it refer right now is Digital Engine. The name

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Speaker 4: may change by the time it comes out, but the

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Speaker 4: premise is very simple but kind of elegant in a way,

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Speaker 4: leveraging a little bit of AI. What we can do

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Speaker 4: is we can put all of the related parts and

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Speaker 4: labor together on the same screen, and you can use

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Speaker 4: natural language type in whatever you want, and we're going

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Speaker 4: to push all those choices to you. It's like, hey,

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Speaker 4: you're not going to forget the gasket you're not going

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Speaker 4: to forget these other related parts. We have also figured

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Speaker 4: out four hundred and I think so far four hundred

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Speaker 4: and seventy storage job templates, so it's like you're replacing

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Speaker 4: a water pump, you're doing breaks, whatever it may be.

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Speaker 4: We're going to bring up all of the logical labor

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Speaker 4: choices with the part choices so that it just speeds

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Speaker 4: up the process. Shops make so many estimates every day

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Speaker 4: and not all of those come to fruition. What we

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Speaker 4: want to do is reduce the time necessary to get

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Speaker 4: that right into the shop's hands where they can quickly

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Speaker 4: turn that around to a customer and get the approvals.

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Speaker 2: Wow. And it's just again making shops more efficient.

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Speaker 4: You know.

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Speaker 2: The one of the neat things that all of the

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Speaker 2: Mitchell products do, and obviously it's more than just manager,

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Speaker 2: is type the word alternator in on repair or type

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Speaker 2: it in on manager, right, you guys will spell check it.

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Speaker 2: You'll help get us to it, and repair side, you'll

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Speaker 2: spell check it. On the manager side. You'll help us

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Speaker 2: to So if we're not a good speller, and if

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Speaker 2: we're if we type with all thumbs, you know, we

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Speaker 2: can still somehow put together a pretty neat, clean looking

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Speaker 2: repair order.

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Speaker 4: Correct, we can still save those users? Yes, absolutely, so.

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Speaker 4: We now have a new attribute when you're in the

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Speaker 4: repair and estimating that is called did you mean so? Therefore,

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Speaker 4: if you should happen to leave a few letters out,

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Speaker 4: we can still we can still figure out what you're

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Speaker 4: trying to get to and get you there successfully.

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Speaker 2: I gotta tell you, Tim, it it always amazes me,

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Speaker 2: and I always come back to the same conclusion. It

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Speaker 2: seems like you guys are looking at the medical industry,

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Speaker 2: or maybe they're looking at you, and you're creating a

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Speaker 2: similar management program that the doctors are using, and it's

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Speaker 2: how efficient they are, right, is what we want to

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Speaker 2: be in auto repair exactly?

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Speaker 4: Get through that process efficiently. Yep.

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Speaker 2: Where can the listeners go get more information? My friend?

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Speaker 4: You can go to mitchell one dot com and you

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Speaker 4: can look at all sorts of product information and helpful assets.

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Speaker 2: Cool beans. We'll be back again, Tim, you'd.

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Speaker 4: Be well you too, Thanks.

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Speaker 2: I'm running ding in the car doctor. We'll be back

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Speaker 2: right after this

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Speaker 1: Pose can't be given a leading Bala llybo the mow

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Speaker 1: offling