TECHNOLOGY
Image generated by Google Gemini 2.0 Flash
By Brian Rismoen
Many dealership owners and managers are eager to adopt new technologies that can streamline operations and boost profitability . But they often run into a real obstacle : resistance from staff wary of “ high-tech ” solutions . This resistance can be especially daunting in an industry where many employees value hands-on , old-school approaches , preferring to keep computers and modern technology at arm ’ s length .
What is a service writer ?
In most OPE dealerships , the service writer takes the technician ’ s inspection notes and then identifies needed parts , estimates labor , and creates the service invoice . Remember , sales should be a significant component of the service department . Recommending additional services and parts might prevent future breakdowns and save the customer time and money . A service writer with sales skills can boost revenue by effectively communicating the value of recommended work , ensuring the customer understands the importance of timely maintenance . This essential job demands attention to detail , a solid knowledge of parts and labor requirements , and the ability to engage in consultative selling . Despite these varied responsibilities , much of the service writer ’ s work in a typical OPE shop is repetitive .
At many dealerships , up to 90 % of service jobs revolve around common repairs and maintenance , like tune-ups , that can be grouped into predefined kits . A tune-up kit for a particular brand and model might include an oil change , filter replacement , spark plugs , and so forth . The service writer ’ s role often boils down to matching inspection notes with the appropriate kit . Only the remaining 10 % of jobs — unusual or atypical repairs — require extra research .
A “ fully automatic service writer ” can leverage AI to handle most , if not all , of the service writer ’ s repetitive work – without alienating the traditionalists who prefer pen and paper .
AI comes knocking
The advantages of integrating artificial intelligence ( AI ) into dealership workflows are too great to ignore . One of the most promising areas where AI can offer immediate and substantial returns is in service writing — the process of taking a technician ’ s inspection and translating it into a clear , accurate invoice or service order . A “ fully automatic service writer ” can leverage AI to handle most , if not all , of the service writer ’ s repetitive work — without alienating the traditionalists who prefer pen and paper . Here ’ s how :
Technician Inputs The technician conducts an inspection and records findings . This could be done on a tablet app or , to accommodate employees who dislike computers , on a simple paper form .
If a paper form is used , an AI-powered system can capture the data using a camera or scanner . Optical Character Recognition ( OCR ) technology converts the paper notes into digital information , though quality of the conversion can vary with handwriting legibility . By keeping inspections on paper and then scanning
www . OPE-Plus . com March 2025 OPE + 25