A Customized Solution

We understand that every shop is different.  Customizing SmartFlow to your workflow process helps pinpoint your unique challenges and turn your shops problems into productivity

The Productivity Playbook to Supercharge Your Shop

The following illustration describes the SmartFlow Standard Operating Procedure and workflow process we have created to optimize productivity in the shop


Help Us Help You

Please fill out the information and answer the questions in both the General Info and My Shop sections to the right so that we can best tailor a presentation to your shops workflow process.

Tell Us About Your Shop

Step 1 of 2 - General Information

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Standard Operating Procedure

We have developed a digital standard operating procedure that maximizes efficiency and productivity in the shop. Please review it before talking with us, we would love the opportunity to compare this with your current process.

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Instructions for Using SOP

The following page describes each step in the recommended workflow and how Service Advisors and Technicians use the Point of Sales software (POS), SmartFlow and the tablet. Each element on the estimate (dotted line square) and work order (solid lined square) is represented by an icon (see below) and an additional icon listed below explains what is being done with the element in the workflow step.

calendar

Scheduling an Appointment

job A job to-be-performed

declined job A declined job

diagnosys results

Diagnostics and Test Results

inspeciton results Inspection Results

recommendations OEM or other Service Recommendations

technician

Technician

tire-128 Part

estimate Icon3

Estimated Item (Part and Job)

add

Add an item (e.g., a part or job)

assign

Assign vehicle, job etc. to technician

completed

Complete item (job or inspection)

sign

Authorize a job

mobile-icon-tee-times

Use TeE-Time to clock in, out, and select activities like “Waiting for parts”

email

Email (or text message where possible) documents and/or links to motorist

Go to the workflow step below and expand the section by clicking on the header segment.

Lets start with the first step: Clock In  (for clients not using TeE-Time please skip to Waiting on Drop Off)

Step 1: Clock In

SOP Step 1: Clock In

POSno action
On SmartFlowno action
On the TabletBe ready by your agreed upon starting time and clock in on the tablet by tapping the “Clock In” Tap on the bottom of the screen. This clocks you in for the morning. If asked, enter your complete billable hours goal for the day or accept your default. clock in
clocked in

Step 2: Waiting on Drop Off

SOP Step 2: Waiting on Drop Off

POSWrite up Customer and Vehicle info. Add parts and jobs and make sure an Appointment date and time is added.
On SmartFlowno action
On the Tabletno action

Best Practices

Vehicle Identification: If a first time vehicle is written up, make sure the full customer name and at least the license plate is part of the quote. Once the vehicle shows up for drop off, the VIN can either be determined by the CarFax Add-On for your POS or the inspection process includes a VIN capture on the tablet, which can be written back to your POS using the Smartflow Add-On.

vin button

  

Step 3: Waiting for Initial Work Order/Inspect

SOP Step 3: Inspect

POSTurn the Estimate into Work Order and let the customer authorize the work.
On SmartFlowOn Tech View: Move (drag 'n drop or finger swipe) the Vehicle from the "NO TECH" column to the tech, who is supposed to perform the majority or all jobs on the work order. Once prompted assign jobs to other techs if needed. The vehicle will show up on the tech's tablet within seconds.
On the Tablet

1. Verify with the Service Advisor that the vehicle closest to the left is your starting vehicle to be looked at.

2. Retrieve the keys from the keyboard hung by the last 2 digits of the work order number.

3. Take the tablet with you and walk to the car.

4. Take a picture of the vehicle in front of the shop with the sign visible if a stock photo only is on the Active Vehicle screen.

5. Tap “Open Vehicle” on the car to be worked on or inspected.

6. Add Mileage if asked. If not asked we already have the mileage. . (WiFi works through the parking lot)

7. Be sure to update mileage if the mileage is in wrong BEFORE you send in the Inspection.

8. The “WORKSHEET” tab will be highlighted when you open the vehicle. Scroll down to see all the work that is to be performed on the vehicle. Scroll through the work order to determine the most efficient working path.

Best practice of Diagnose, Inspect, Repair, and maintain should be your mindset.

9. Tap “SERVICE HISTORY” to view the history of the vehicle with dates and mileage.

10. Compare service history with OEM service recommendations and spot the skipped maintenance items and recommend them to the service advisor by tapping them (they become bold as a result).

11. Examine prior recommendation tab to determine if service is still needed or not. Notify the SA of needed changes using the chat by tapping the chat bubble.

12. Verify whether there is open recall information that was placed as a labor operation line of the repair order by the SA. Tap “RECALLS/TSB” to see if any pertain to the reason the car is here today or might be important for the customer to know. Tap the ones applying for the service advisor to check out for recommendation to the motorist.

13. If there is a “Shop Default INSPECTION” on the worksheet as an approved labor operation then tap on the “INSPECTION” on the top right of the screen. Then proceed to SOP of the “Shop Default INSPECTION”. If other inspections are needed press save to get back to the Active Vehicle Screen and then use the lower left icon on the repair order (exchange clipboard icon) to select the next inspection sheet needed.

Best Practices

Don’t assign technicians right away, especially if you expect lots of vehicles to be dropped off. Once the work order is written up, the vehicles show up as tiles on the Today’s Vehicles Page (TVP) in the “No Tech” column.

When the majority of the vehicles have been dropped off, just drag or finger swipe the vehicle and drop it in the technician column for the technician with the most jobs on the vehicle. A pop up listing all jobs will ask you to confirm the choice that the given tech has been made the default tech and you can just ok it or select other techs for the jobs listed.

If there is a comment that needs to be included in a certain labor operation line Tap the “Note” icon and add the note using voice or type. Notes added to the Work Order operation need to be separated into internal notes and the ones for the customer. Enter a ‘zzz’ after the internal notes to hide them from the customer. More info in this article

If there is an urgent need for the service advisor to take action about the note or picture tap the “Smart Alert” icon right next to the % done dropdown after you have updated your notes. This alerts the Service Advisor that there are notes or concerns about that particular labor item. Give the SA directions in the note as appropriate. This can be used for a significant variety of actions. Check out the notification for a stripped out oil pan plug below.

smart alert feature

If you have more jobs to be done on the vehicle beyond the initial diagnose and test as well as inspections, keep the vehicle on the tablet and tap the Smart Alert for the inspection job on the work order instead of submitting the vehicle. Tapping the Smart Alert automatically saves the inspection on the server for the service advisor to use. 

Notes added in the inspection sheet are divided up between internal and external notes. Enter internal notes first, then put ‘zzz’ and then add any notes you would like the customer to read last.

On timed labor operations be sure to start the timer for the operation or operations as some may be combined. There are items we will bill customers for based on your clocked time and it is important for everyone we have the proper time recorded. The timer will continue run if you change apps unless you switch to different work order, or shut the AV app down.

Photos should be taken to tell the story of what you are doing or need. Slight adjustments in light can be made by holding you finger on the area of focus and when the box appears slide your finger up or down to make adjustments. Sometime using an external light source may be needed. When needed use your finger to highlight the area of focus with a circle for the SA. Start from the center of the area of interest and move away to draw a circle. If no highlight is needed then choose clear and use to upload the image button.

Make sure

  • to define canned jobs/job kits/packages as recommended actions on the inspections sheet. The more the better. It will help the service advisor to save time and the reports are significantly better.
  • to define a picture policy
    • number of pictures to be taken
    • kind of pictures to be taken
    • One example i the 4 picture policy:
      • one picture of the label on the door jam
      • one picture of the lit instrument panel
      • one picture of a mint condition are
      • at least one picture of a problem area
  • to run daily the inspection metrics report and find out whether your picture policy is implemented and more.

inspection Metrics

Mandatory Actions for the Technician

ALWAYS leave the vehicle you are working on “Open” on the tablet while you are working on it. This shows the Service Advisor what vehicle you are working on.

At any time you are working on a job, make sure you mark the job complete when done. If the job is more than 0.5 billed hours, mark the job 25%, 50%, 75% complete and finally select “job done” when the individual job has been finished. This shows the SA your progress and makes sure you receive additional work as soon as possible.

If you are going to be moving to a different vehicle for more than a very short time save the work order your on and open the one you are moving to. This keeps time used tracked your efficiency on the correct work order.

Step 4: Waiting for Estimate

SOP Step 4: Estimate

POS

Use the "EST" button on SmartFlow Add-On for your POS to add the proposed canned jobs/job kits/packages to the Estimate.

EST button

Add parts and pricing.

Read the OEM service recommendations and turn them into jobs and parts on the estimate

Check out the diagnostic and test results, read the technician's notes and determine the correct jobs and parts to be added to the estimate.

If the technician recommends to repeat the same job as done already earlier, look up the RO the tech marked and add to the estimate.

Present the estimate to the motorist by email or at the counter and gain approval

On SmartFlow

On Workflow View: Preview the diagnostics and test results as well as the inspection results.
Edit either one when
- the images need emphasis on the problem area. Use red circle, dimming the background and red arrow to point out the issue.
- inspection results need to be modified or new info added

ImageAnnotations

Reassign inspection back to technician if topics have not been inspected

Email or print out Inspection results as well as Diagnostics and test results and present to the motorist

Gauge the motorist's decision making process and eliminate price shoppers

Present the estimate to the motorist and educate on "Why do it now?", "What happens if not done?" and point out the need for future work at the next visit.

On the Tablet

Once diagnostics and test jobs as well as the inspection is finished, keep working on the jobs already approved and where parts are available.

Best Practices

Step 5: Waiting on Parts

SOP Step 5: Waiting on Parts

POS

Check Inventory for the parts needed and order parts based appropriately

Once ordered check in on the delivery time

On SmartFlow

On Tech View make sure all technicians are working on the most important vehicle at any given moment. Communicate with the techs via chat about the progress on the vehicle if jobs are not marked complete in time. Make sure the techs have always at least one vehicle to work on and are not idling. Remind the techs to mark the jobs complete so new work can be assigned to them.

On Tech View check whether the assigned billable hours will carry the tech through the day and if plenty of room, run call campaigns with customers, who are overdue or have an appointment at a later day and offer to bring the vehicle today

On the Tablet

Mark the jobs complete immediately before moving to the next. Use the job timer if so directed. Make sure to ask service advisor about the progress on the parts delivery

Best Practices

Step 6: Work

SOP Step 6: Work

POSno action
On SmartFlow

On Tech View watch promised times and work assignments. In case of customer requests impacting the priorities of work, make sure to use the position of the vehicle, the special marker, and the chat to let the technician know what the most important vehicle is.

On Tech or Workflow View use the special marker to indicate the use of resources, e.g., shuttle for motorist, alignment machine, etc.

On Tech or Workflow View communicate with the techs via chat about the progress on the vehicle if jobs are not marked complete in time. Make sure the techs have always at least one vehicle to work on and are not idling. Remind the techs to mark the jobs complete so new work can be assigned to them.

On Tech View check whether the assigned billable hours will carry the tech through the day and if plenty of room, run call campaigns with customers, who are overdue or have an appointment at a later day and offer to bring the vehicle today

On the Tablet

Mark the jobs complete immediately before moving to the next. Use the job timer if so directed. Make sure to ask service advisor about the progress on the parts delivery

Watch goal and pace to make sure you will reach the goals for this pay period

Submit the vehicle immediately when finished. Make sure to select the message for the service advisor indicating the next step.

Best Practices

Step 7: Waiting on Pick Up

SOP Step 7: Waiting on Pick Up

POS

Once the vehicle is submitted back from the technician, make sure the work is complete and do a quality control/dispatch a test ride. Make sure the vehicle is ready for return to the motorist

Once the vehicle is submitted back from the technician, make sure the work is complete and do a quality control/dispatch a test ride

Turn the work order into an invoice and print it if needed. Make sure additional educational material to present the invoice is handy.

Once he motorist is at the counter present the work performed on the invoice, and run the payment message of choice.

On SmartFlow

On the Workflow View use the canned "Pick Up Notification" to text to the motorist that the vehicle is ready for pick up. Watch the envelope icon for text feedback and reply when necessary

Once he motorist is at the counter on the Workflow View use the "Next Appointment" button to educate the motorist about the calculated next due date, the work recommended for the next visit and schedule the appointment

On the Tabletno action

Best Practices

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If you are interested in working together, send us an inquiry and we will get back to you as soon as we can!

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