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Articles by Darrell Amberson
MSO Outlook: Navigating Industry Shifts: Top 5 Trends Reshaping Collision Repair and MSOs
The last six years have been some of the most turbulent ever in the collision repair industry. Market fluctuations representing famine to feast and back again. Vehicle complexity and other technologies have changed at an unprecedented rate. Insurance policies and premiums have changed dramatically. Claim handling procedures reinvented. New business alliances. The influence of the original equipment manufacturer (OEM) on our industry has never been greater.
Trying to Bring Clarity to ADAS Work in Collision Repair
It was nearly a year ago that GEICO announced an agreement with Repairify — specifically their brand asTech — that included standardized pricing, particularly for their direct repair program (DRP) shops. It was stated at the time that the plan was to “reduce friction.” Later, State Farm rolled out a new agreement with Opus for their Select Service DRP shops. It’s been getting a lot of attention in recent months. This arrangement also has pricing terms.
Are We Being Honest About Auto Repair Safety?
I was recently struck by a recent news report on how aggressively government entities are overseeing, regulating, and managing air travel safety issues. The topic receives a lot of news media coverage. My first reaction was to think, “Why are the safety issues over people in airplanes treated with so much more concern than those traveling in automobiles?” Over the course of decades, the airline industry has gone through significant analysis and change to improve its safety.
Verifying/Regulating ADAS Repairs: How Do We regulate Ourselves Before the Government Does?
More and more, MSOs are getting into the business of ADAS repair. I was on a panel at the most recent MSO Symposium with some people representing consolidators and other MSOs, all of which started a separate ADAS repair business operating under a different name. All indicated a strong inclination to perform proper repairs according to vehicle manufacturer repair procedures. Is that really the case with most MSOs and the rest of the industry? I fear that it is not.
Opus IVS Unveils Giotto Software Release 22.0
Opus IVS, a global leader in diagnostics, ADAS calibration, programming, and remote expert support, has announced the launch of the latest version of its Giotto software, release 22.0. The new version is fully integrated into the company’s DriveSafe and DrivePro products.
The state of OEM certification programs
Almost four years ago, I wrote an article titled “Value in OEM Certification.” The article gave an overview of what a collision repair business, particularly an MSO, would look at in terms of equipment requirements and costs, education requirements, certification fees, paint and material requirements, parts purchasing requirements, inspections, audits, dealership relationships, and more. I won’t go into all the details.
The importance of procedures and repair statements
It's happened more than once that I have come across a shop who had already cut into a vehicle and was deep into the repair before they asked for advice on how to weld or repair something. My response is, “Where are your procedures for this vehicle?” I'm then often met with a blank stare, followed by a question of what a procedure even is.
Revving up auto repair innovation to navigate the winding road ahead
There is a transformation happening in the auto claims and repair industries, marked by rising insurance and manufacturing costs, changing consumer behaviors, and automation revolutionizing legacy processes. We’re in a period of rapid change in the industry, and with no signs of slowing down, artificial intelligence (AI), machine learning, and other technology are fundamentally altering how we do business.
The business of ADAS
I have written in the past about the need to perform scans and calibrations as specified by vehicle manufacturers while performing collision and other repairs. The topic has been widely discussed and covered by our trade press for a number of years now. But based on data from CCC, the industry has been exceedingly slow to universally embrace it.
August 2023
The impact of technology and new substrate materials on collision repairs
A deep dive into MSO ADAS calibration work
The need for ADAS calibration work is significantly increasing with each vehicle model year. While there have been required calibrations on some systems for 15 years or so, those of us who frequently repair vehicles from the most recent years are seeing dramatic increases in the frequency. Of course, I am assuming you as an MSO repairer are having staff research vehicle manufacturer repair procedures for all but the most simplistic repairs.
Dealing with frustration during turbulent times
We are all feeling the frustration and anxiety of our turbulent times. Having our economy partially shut down, COVID-19, death, shootings, riots, political unrest and weather events and more can make it all seem overwhelming. I’ve heard many people say that it seems the world is on fire. In some ways it reminds me of the turbulence of the late 1960s. We see it and feel it within our businesses.
The anatomy of a parts code table
When written correctly, parts code table entries are valuable when documenting damage appraisals by helping to fill in the gaps left by estimating systems. This allows a repair planner to add steps or processes to completely illustrate what the vehicle repair needs. One of the concerns I have when reviewing parts code table entries, however, is that they are too vague and often create more questions while providing less answers.
Fighting the pull of opposing forces in the industry
At the recent MSO Symposium, industry expert and analyst Vincent Romans spoke about a power struggle within our industry over essentially our posture on how to repair vehicles. He cited various entities including trade associations such as the Automotive Service Association and the Society of Collision Repair Specialists endorsing strict adherence to vehicle manufacturer repair procedures.
Do you need an information resource department for your collision centers?
I am fortunate to work for LaMettry’s Collison, a respected regional MSO with many vehicle manufacturers’ certifications and dealership relationships. As a result, we work on many newer and high-end vehicles. Our company policy is that we repair vehicles according to vehicle manufacturer’s repair procedures. For years, it’s been part of our SOPs that our estimating staff look up and provide the procedures for structural repairs.
Taking a hard look at the true cost of scanning
Over the years, our industry has experienced a number of significant changes — actually events — which have triggered major differences in how we repair collision-damaged vehicles. Some that come to mind include GM embracing uni-body construction, new substrates, DRPs, basecoat/clearcoat paint and automated parts procurement. Typically, there is a topic introduction, public anxiety, training and new equipment, followed by a normalization of process and pricing.
A call to action to ensure safe vehicles on the road
“My car is trying to kill me!” our customer stated to a service manager. She went on to explain that when she engaged her adaptive cruise control that the vehicle would advance dangerously close to the vehicle in front of it then brake hard. She explained how scary the vehicle behavior was and again stated, “My car is trying to kill me!” The service manager promised to get to the bottom of the issue and report back.
MSOs must find a partner-not a bully-in their insurer interactions
We as repairers know better than anyone that our industry is unique in that almost every repair job comes with a variation of two customers: the vehicle owner and an insurer. Each wants a quality repair, but they often have a different perspective of what that is. Since the insurer is typically paying most of the cost they are far more concerned over the price. Thankfully we have insurers, lest the vehicle owner would often assume the role of containing cost.
Calibration considerations: What you need to know to get your locations ready
The concept of an MSO having one or more calibration centers is still very new, but the rapidly changing vehicle technology is attracting immense attention within our collision repair industry. There are a number of ways for an MSO to address calibrations including various dealer and independent sublet resources as well as contracting with an outside vendor to provide a technician to perform the work in-house.
The risk management battle for balance wages on
Speaking as a repairer and a student of the industry, I see us experiencing a tug-of-war regarding Advanced Driver-Assistance System (ADAS) repairs, as well as some other vehicle manufacturer repair procedures and position statements. We are caught between the vehicle manufacturers who are telling us (with increasing specificity) how and when to perform diagnostic and repair operations and insurers who often question the validity and necessity of these operations.
What is your parts ordering marketplace?
Lately I have been hearing some unique ways of describing what my marketplace area is from a few DRP insurers while discussing searches and ordering, especially regarding salvage parts. Here are a few examples: 1. The marketplace is anywhere we can order a part. 2. If it can be shipped to your shop’s door, that is the market area. 3. It is like Amazon — you can order anything from anywhere. 4. If you fixed the car in your (home) garage, you would order the part that is cheapest from "XYZ" state.
Every collision repair shop needs an ACE tech
Does it feel like our industry is going through a great awakening in terms of embracing new vehicle technologies? There are Advanced Driver Assist Systems (ADAS), safety systems and controls performing functions we never dreamed of. Most trade publications and industry events contain content on vehicle scans, calibrations and autonomous cars. There are semi-autonomous cars driven by consumers on the road today and fully autonomous cars being tested.
Don't lose sight of business basics in this world of change
This is new to me.
Get Involved | December 09, 2016 | FenderBender
As a former professional drag racer, I’m going to start this month with an anecdote from the sport that I still follow closely today. Longtime racer John Force recently won a national event. John has been racing all his adult life and has a list of accomplishments second to none, including 16 World Championships. He is 67 years old and by winning this recent event, he added to his list by becoming the oldest person to win. Keep in mind that his car reaches speeds exceeding 320 mph.
Disregarding manufacturer repair procedures on a “case-by-case basis"
In our collision repair industry a few phrases have been used and abused to the point of almost becoming a standing joke.
How management affects business finances, employee satisfaction
In the last issue of the ABRN MSO Supplement we discussed the importance of establishing leaders in your MSO business (Leadership: Pass it on, July 2017). I covered the difference between management and leadership. Briefly, management is about strategy and organization and coordinating. Leadership is about social influence of others in accomplishing tasks. The difference is in ability to influence the hearts and minds of people.
Vehicle health, safety is dependent upon proper diagnosis, repair of all systems
Scans, calibrations and new vehicle technologies have been THE hot topics for the last two years in the collision repair industry, although in many ways they still feel like relatively new issues, primarily because we are still far from having industry-accepted, uniform standard policies, procedures and compensation methodology. I know from my own experiences and anecdotal information that far too many shops are not yet performing pre- and post-repair scans.
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