Table of Contents
- Process Overview:
- Creation of Estimate
- Creation of Repair Order and Initial Work
- Assigning to a Technician
- Performing an Inspection and Initial Work
- Inspection Review and Editing
- Building an Estimate
- Inspection Sending
- Approving/Declining Jobs
- Finishing Work
- Final Import to POS
- Notifying the Customer about Pickup
- Requesting an Appointment
Process Overview:
Creation of Estimate
Action: In Tekmetric, the Service Advisor clicks on “Create Repair Order”, either from the Job Board or on an existing Appointment.
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This creates a work order in “Estimate” status in Tekmetric and no jobs are approved yet.
Expectation: A work order in “Estimate” status on Tekmetric will appear in AutoVitals on the Today’s Vehicles Page (TVP) under “Today’s Appointments”
Purpose: “Today’s Appointments” shows vehicles that are expected in the shop, but are either not in the shop yet or not ready for the Technician.
Creation of Repair Order and Initial Work
Note: Tekmetric has jobs, then labor lines and parts within those jobs. It is required to have a labor line within each job for it to show up properly for the Technician.
Action: In Tekmetric, the Service Advisor authorizes at least 1 job on the estimate. This changes the work order from “Estimate” status to “Work-in-Progress”, signifying that it’s ready for work.
Expectation: Vehicle will appear on the TVP and will go to the Technician’s tablet once a Technician is assigned.
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TVP Workflow View: Waiting for Inspect
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TVP Tech View: No Tech
Purpose: To indicate that a vehicle has been dropped off and is ready for inspection and initial work by a Technician.
Best Practice:
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Each job in Tekmetric should have at least 1 labor line within it. This is required for that work to show up for the Technician on the work order in AutoVitals.
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This will also ensure that the Tech’s billed hours will appear correctly in AutoVitals.
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This will allow the Technician to add notes and images on the work order.
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Make sure to have a labor line for a Courtesy Check/Inspection in Tekmetric
Assigning to a Technician
Action: On the TVP’s Tech View, the Service Advisor uses the drag-and-drop feature to move the work order from the No Tech column to the Tech’s column.
Expectation: A pop-up box will appear that will allow the Service Advisor to assign work to Techs.
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If splitting work, select the appropriate Technician for each labor line, and select “apply”
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If no split is needed, simply select “apply”
Purpose: To make the vehicle appear on the Tech’s tablet.
Best Practice: If splitting the work up between Techs, drag and drop the vehicle tile to the Technician that will be doing the inspection. Split the jobs through the pop-up from there if necessary.
Performing an Inspection and Initial Work
Action: Technician uses the tablet to perform a digital inspection and complete the digital work order.
Videos:
Expectation:
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If guided mode is enabled, tool tips will lead the Technician through the best practices of using the app.
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Selecting “submit” will notify the Service Advisor that the inspection is ready for review.
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Additionally, submitting the vehicle takes the vehicle out of the Active Vehicles for the Technician and transfers it to Idle Vehicles until the vehicle has additional work authorized.
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If the Tech needs to continue working on the vehicle before any additional work is assigned, they can go to the Idle vehicles screen to reactivate the vehicle.Marking all labor lines 100% in the digital work order will automatically submit the vehicle and notify the Service Advisor that the work order has been completed by the Technician.
Best Practice:
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Make sure that the vehicle is open on the Tech’s tablet while working on the particular vehicle in order for AutoVitals to record the actual elapsed time. Exit out of the vehicle if the Technician is not currently working on the vehicle.
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When going through the labor lines on the work order, make sure to mark the correct percentage of completion for each labor line.
Inspection Review and Editing
Action: After receiving the notification that the inspection has been submitted, the Service Advisor uses the Image/Notes Editor tool to edit the inspection that the Technician has performed.
Video: Inspection Review and Editing (stop video at 6:06)
Expectation:
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When the Tech submits the vehicle, the Service Advisor receives a notification on the TVP. Clicking the “Review Inspection” bubble on the notification leads the Service Advisor directly to the inspection.
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Guided mode will be on while editing the inspection in order to walk the Service Advisor through the best practices of editing an inspection. Guided mode can be turned off once the Service Advisor is familiar with the Image/Notes Editor tool.
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When attempting to close the Image/Notes editor, if a note is left untouched (not approved or declined), the Service Advisor will see a pop-up reminding them to review it in case they missed it. This box can be dismissed by clicking “Come Back Later” or by batch approving all untouched notes and images.
Purpose: Reviewing and editing the inspection ensures that the customer will receive clear and quality information about their vehicle.
Best Practice: If a photo is not self-explanatory to the average customer, put an arrow, circle, caption, note, etc. to further explain the condition of the specific topic in the inspection.
Building an Estimate
Action: Service Advisor goes into AutoVitals work order window and clicks on “Update WO”. Video HERE.
Expectation: Recommended actions by the technician that are set up as canned jobs in the inspection sheet, work order notes by either technician or service advisor, and vehicle information are to be transferred into Tekmetric.
Best Practice: Make sure to set up canned jobs in Tekmetric. Then attach those canned jobs to your AutoVitals inspection sheet in order for Technicians to be able to directly select a canned job as a recommended action on their tablet during the inspection process.
Note: For the inspection URL to be imported back into Tekmetric, There needs to be a Smart Marker that attaches the tile to the inspection in Tekmetric. Here is an article outlining how to do this: How To Automate The Addition of a Smart Marker or Inspection Based on a Canned Job In the Point of Sale
Inspection Sending
Action: Service Advisor clicks the button C View to view the customer copy of the inspection results and send it to the customer via text and/or email.
Expectation: There is a built-in canned message for inspection sending. The Service Advisor may edit this or just send as is.
Best Practice: Once the inspection result has been sent to the customer, move the vehicle tile to “Waiting for Approval”Do not touch contents within brackets in the message box.
Approving/Declining Jobs
Action: In Tekmetric, the Service Advisor updates the jobs as approved or declined using the checkboxes based on the customer’s decision.
Expectation: Once jobs have been marked as approved or declined on Tekmetric, move the vehicle tile to “Waiting for Work Finished” on the TVP for changes to reflect on the Tech’s tablet.
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Tekmetric:
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AutoVitals:
Best Practice: Make sure to move the vehicle tile to “Waiting for Work Finished” on the TVP in order for changes on the work order (approved/declined jobs) to reflect on the Tech’s tablet.
Finishing Work
Action: In AutoVitals, the Service Advisor changes the workflow step of the vehicle to “Waiting for Work Finished”.
Expectation: The vehicle becomes active again on the tablet for assigned Technician(s). The Technician receives a notification on their tablet about additional work being assigned. The Technician then completes all the remaining work, and marks each labor line as 100% once done. The Tech submits the completed work order using the submit button on their tablet.
Best Practice: On the TVP, the Service Advisor needs to make sure to move the vehicle to the “Waiting for Work Finished” workflow step in order for the Technician(s) to receive a notification on their tablet that approved work has been assigned to them.
Final Import to POS
Action: In AutoVitals, the Service Advisor clicks on the “Update WO” button.
Expectation: If all labor lines are marked by the Technician as 100% in AutoVitals, then these jobs will also be marked as 100% in Tekmetric.
Best Practice: The Technician must mark their complete jobs as 100% before submitting the work order. If this was missed, the Service Advisor may correct it by clicking on the circle in the beginning of the labor line to mark that job as 100% complete before clicking on the “Update WO” button.
Notifying the Customer about Pickup
Action: In AutoVitals, the Service Advisor will receive a notification indicating the Technician has completed the work order so they can review any final notes the Technician may have left on the work order. The Service Advisor then moves the vehicle to the “Waiting for Pickup” workflow step.
Expectation: The shop sends the customer a pickup notification via email and/or text (depending on the customer’s communication settings). In order to send this notification, manually click on the communication icon on the vehicle tile and choose the pickup template from the conversation center.
Best Practice: Turn on Workflow Status Notifications for the “Waiting for Pickup” step in order for the pickup notification to be sent automatically upon moving the vehicle tile to the pickup workflow step.
Requesting an Appointment
Customer Concerns
The customer concern field captured below:
Now translates over to AutoVitals:
This transition occurs every time an update is made to an RO. If only a customer concern is updated, then it will transfer when any other update is made to the RO