17 Jul 2024
The voice of the independent garage sector

Improving the user experience with remote diagnostics

Remote diagnostics allow a trained technician to find issues within a vehicle remotely and then implement the correct calibration to ensure the vehicle can safely go back on the road as quickly as possible.
    
Having access to remote diagnostics allows businesses to open a whole new menu of services, while also enabling repairers to bring the calibration services in house, which offers two distinct benefits. The first is that the business can keep the revenue in house. The second is that it means the business does not need to employ a third party to do the work or send the vehicle to a dealership, which leads to a reduction in key-to-key times.
    
Businesses must invest in training because it ensures that technicians and apprentices have a good understanding of the tools and the necessary skills and knowledge to do the job. With training, it is important to not just offer a one-size-fits-all offering. This is because each business will have their own unique requirements, which is why Repairify offers vehicle-specific training to ensure the calibrations align with the manufacturer approvals the bodyshop may have. In addition, the training will help upskill the workforce to bridge the skills gap within the industry that shows no sign of closing anytime soon.
    
With regards to training, it is not just important for end users, it is important for the product providers as well. This is because as new models come onto the market and diagnostic processes continually evolve, it is more important than ever to be aware of any changes. To keep abreast of this, Repairify’s experienced technicians are constantly researching and communicating internally and with outside sources to ensure they have the most up-to-date database, knowledge of vehicles and ADAS systems on the market. This ensures the training is as current and high-quality as can be provided.  
    
Another way to improve the user experience is through implementing and constantly updating the features within remote diagnostics. This includes improving the responsiveness of the live chat function. Doing this will ensure the user is talking to a human rather than a chatbot that sees them click or type in questions to get the answers they need. In addition, having a system that offers a multilingual service means that the product can be used across multiple continents and countries.
    
Remote diagnostics are here to stay but it is important that the product both on-site and behind-the-scenes continues to evolve to help the user be as productive as possible when using the product.