The Waiting Game - David Shepherd

As we continue to navigate the perfect storm, it’s important to remember that everything is happening because of a combination of factors. It’s not like each problem can be taken to one side and solved on its own.

 

That’s why it’s a perfect storm .

And while Steve Plunkett explained so clearly why a lack of repair skills is affecting the industry, that shortage needs to be put into a wider context. Which is why Kirsty’s second interview is with industry veteran David Shepherd.

Dave is the former -regional managing director of Solera although for a global company like that “regional” means something a little different. Managing the company’s operations in the whole of the UK and a number of other European countries, Dave has earned the sort of experience you can’t buy.

And Kirsty was able to put that experience to good use finding out exactly what’s going on.

 

“I don’t think we use technology properly.”

 

The main effect of the perfect storm is delays. Delays in sourcing parts and delays in repairer availability cause more delays in getting cars back on the road. That means delays in people being paid, and shortages of replacement vehicles. It’s all a waiting game.

But does Dave think there’s another reason for these delays?

“I don’t think we use technology properly. Take triage. Triage needs to be much better. With the right triage, you know you’re not using a replacement vehicle unnecessarily, you can even look at temporary repairs. With the right technology, we can speed up that process.”

But surely improved triage technology can’t solve a parts shortage?

Dave isn’t so sure.

“The parts issue isn’t as big a problem if you triage the vehicle correctly. You order the right parts - and because the triage and estimate is correct, you’ve got 100% of the parts, not 75%. Because if you’ve only got 75% the opportunity is wasted and you’re just extending the work in progress.”

 

It’s a communications problem

So if better communications can help with cashflow, can it also help with the parts shortage?

“Again, I don’t think we use the technology properly. We still hear about repair shops ordering parts on the telephone. It’s consuming two people - one at the supplier end, one at the body shop end. It’s a conversation where all you need to do is order a specific part number, and we should be able to broadcast that to more than one supplier.”

“They’re just numbers - and every now and then the part number will be wrong. So you still need a local guy with the knowledge on a specific brand or model to make sure that the parts are suitable. But it’s that whole thing of creating a way of procuring parts and bringing people together.”

 

There’s an opportunity - approved green parts

Speaking of parts procurement - would a willingness to adopt green parts really help with ending this waiting game for parts, repairs, even replacement vehicles?

“You know, a lot of the leasing companies today, I don’t think they would mind if a vehicle had a green part on it providing you knew the provenance of it and it was fitted in line with OEM standards.”

So Dave’s recommended better communications, better technology and wider adoption of green parts. Is there anything else we need to look at?

 

Remember - people matter

“Training. People look at apprentices as a cost, not as an investment. Everyone invests in spray booths and chassis jigs and wheel aligners, etc. but without people you’re never going to get a return on that investment. You can’t repair cars without people!”

 

New technology, new solutions - a path through the storm

Talking to Dave, it’s clear that we can’t just rely on the old ways of doing things. While he’s keen on bringing back classic, proven training methods to make sure the new generation of repairers have the right skills they need, he’s clear that it’s new technology for triage and estimation, new ways of communicating in a collaborative, mutually-helpful way, and a change in the way we view green parts that will offer the quickest paths through the perfect storm.

And Dave is clear on what needs to happen to make these changes.

“We’ve got to bring the industry together and say this is what needs to happen.”

Finding a better way of working for repairers, for insurers, and for customers. That sounds like something Cogent Hire can get on board with.