Inspection Video Is the New Standard—Are Your Students Ready?

One dealer say that we've been handing the customer sheet music all these years

What they really wanted was for the dealership to play them a song

And that's really what video allows us to do is to package up everything that has been found during the inspection

Summarize it in the best way possible for the customer at Consumers

Beyond the wrench with Jay Ganinen from Wrenchway

Hi everyone and welcome. Thanks for taking the time to join us today. My name is Jay Ganinen and I'm with ASC connects

We're really excited to be hosting today's webinar alongside our partner true video. I

Know a big part of today's audience is made up of instructors, which is really really awesome to see

What you're doing in the classroom and the shop is shaping the next generation of technicians and one of the things

We continue to hear from the industry is how important communication skills are becoming and that's really where today's topic fits in

We're going to be talking about creating inspection videos, but not just from a shop standpoint

This is something that translates directly into the classroom as well

Helping students learn how to clearly explain what they're seeing build confidence in their communication and ultimately create trust with a customer

Those are the skills that carry over no matter where they end up

All right, we're gonna get right into this one to walk us through this. We've got a great guest today

I'd like to introduce Warner Jones senior vice president of product at true video and

Author of the ultimate guide to inspection videos

Warner has spent a lot of time working directly with dealerships and service teams on how to implement video the right way

From getting buy-in to creating videos that actually connect with customers Warner really really appreciate you being here

I'm gonna hand it right over to you

Thanks, Jay. Appreciate it

Alright, I'm gonna get right into things I've got five sections here today. I want to go over sort of the what what are we talking about?

The how how does it all work? Then we talk about the why why should you care? Why do students care?

What the program kind of looks like and then next steps like what happens after that?

I'd like to first start off on the what and

Show you guys pretty good inspection video and

We've got a whole bunch of videos on our platform. So we we've seen some good ones. We've seen some bad ones

Next up is is how and just to make sure everybody understands how the application works

There's a desktop component that you can access through Chrome or Microsoft Edge browser

And then there's the mobile apps. I'm going to show you sort of how they all work together

In the real world technicians would open up our mobile app and see repair orders that have been imported from the DMS in

In a school situation, maybe the instructor is creating the arrows on the dashboard

And they're going to show up on the the mobile app. So that the student just needs to select whatever repair order they're working on

They tap on that and they go to what we call the order detail screen and the order detail screen

There's a little camera icon on the bottom right. They just tap on that and

They're going into video mode, but they can't take a video until they turn the phone sideways

We have a standard format horizontal HD kind of format. So all the videos are taken consistently in that side

view

Simply click on the big red button to start recording

And now you're recording you can see the red brackets around the outside of the the screen

The the seconds are ticking away at the top if at any time you need to pause the video

You can just click that pause button

Maybe need to grab a gauge or the car needs to be moved up or down on the lift

And once that's done, you can click on the record button again and continue recording

And you can pause as many times as you want when you're done you click the pause button again

But this time you click the continue button and that's going to get us out of the video recording mode

And now into sort of a processing mode a couple things you can do here

If you made a mistake click the red X and it just deletes the video you can start over

You can click on the blue play button in the middle of the video and play the video at the top

You can actually trim at that end or the beginning of the video

Maybe there was a sound or something you want to get rid of so you can actually trim the video down

most cases you're just going to click that green checkbox and

That's going to save the video to the detail screen

So at the bottom, maybe you have multiple videos you can stitch them together

But at some point you're going to click the upload button and now we're going to upload that video up into the cloud

Now the video is going to upload over the course of 30 or 40 seconds pretty quick once it's uploaded

The person on the dashboard in the real world. It's an advisor in this case might be the instructor

They get a notification that a video has been uploaded against that repair order and all they need to do is just click on that

pop-up and

They will actually go to the detail screen that has a repair order details customer number and so forth and

They can just click on this video it pops up. They can watch the video if everything looks good

They click send to customer and that sends it through a text message with that link now the customer experience looks like this

They get a text message with the link in it

They click on the link they go to a page that's formatted for their device

So tablet mobile or desktop and they're just going to click play to watch the video that was recorded as

Soon as they do click play and the notification gets sent back to the advisor letting them know the customer is interacting with the software and with the video

So that's the soup to nuts how it all works

Pretty easy to learn how it works

usually

Never an issue with the technology usually an issue more of adoption and other things

so now we get into the why and

I'm going to give you three numbers as to why true video. Why why why am I talking to you today?

Why should you care about true video 11?

2.3 million and

7500 so we've been in business for 11 years

We're a video first software company. We started with video added texting very soon after that and we have this communication package

2.3 million videos are the videos that 2.3 million are the videos that we actually had

Created on our platform in February

So we're well over. I don't know 60 million videos at this point that have been done on our platform

And we're growing probably getting closer to 3 million videos

The way we do that is through our own customers

But also through our partnerships and so our software is also the platform that's used by CDK

So the largest DMS in the industry

But we also built the mobile app for Reynolds and Reynolds and we are the video engine for X time and a few others

So by the time it's all said and done we are on a whole bunch of a new car dealer

We're in new car dealers about 7500 and that's growing as we have more partnerships

another point as to why true video is

We're sort of recognizes the experts in this industry and and this this piece of that

I've presented three out of the last four years at NADA as a workshop and that's about a 10% hit rate

You know they they're about 400

Applications and 40 workshops get chosen and so I've had the honor to be able to present three out of the last four years

Hopefully I'll get be able to do that again this year and as Jay said I wrote a book and it's the ultimate guide to inspection videos

It is you know, we sell it on Amazon. It is not a moneymaker for us

It's form of a calling card and so dealers buy this and they give it to their technicians

And we hand it out at trade shows and things but it's all professionally illustrated and

Really embodies a lot of the things that would that we talked about in our training in our program

also in terms of why true video is we've gone out and made an investment in training content and

First we did that with tomorrow's technician University and we have seven modules

That you can run through in about 30 minutes and it really kind of talks about how do you install it?

Why is it important and and and how do you do a good walk-around video?

And so we've got that available

That's available for free as well as the investment we made in Rock-Ed, which is also available for free to schools

And that's 32 micro learning modules that again very similar in terms of content

But schools have access to both these platforms at no charge

Both of them carry a certain

Certification so when you complete it you answer a couple of questions after each module when you're down at the end

You actually get a certification so both those things we sort of rely on to to expose our software to the education market

So the next question up is okay. So why do dealers care about?

Video and we've got three things. I'm going to dive into each one of these

But one is speed of information. How do I get the information to my customer as fast as possible?

Second up is customer experience and then the third piece is the dealership makes more money. So we talk about speed

There's a concept called quarter time and quarter time basically says if I'm not getting information to the customer

about recommended repairs within a

25% within a quarter of their expected wait time the chances they are going to accept my recommendations just falls off a cliff and

So in a common scenario if we had an oil change that's expected to be an hour

If I'm not back to that customer in the first 15 minutes with what I think needs to be done to their car

They're probably not going to get it serviced in that moment

And so that's really important and video as well as the texting being able to send that out to the customer

As quickly as possible allows me to get that information to them within the quarter time

And I've got a greater likelihood that they can actually do the service

while they wait

Second up is customer experience really important to dealers and to OEMs

but about 40 years ago the multi-point inspection sheet was created because 70% of customers defect after their warranty expired and

It's been in place for 40 years now and that number hasn't changed much

It's still about 70% of customers defect and I think

It's trying to do two things and it does one well and does one not so well

It's trying to capture the data and record it and give the technician a checklist to follow

I think it does a great job with that what it doesn't do. Well is

Present that information to the customer

They're getting their car service once or twice a year. They see this form

They don't know what the numbers mean the colors and the checkboxes and so forth. So I think that's where it falls down

we had

You know one dealer say that

We've been handing the customer sheet music all these years

What they really wanted was for the dealership to play them a song and that's really what video

Allows us to do is to kind of package up everything that has been found during the inspection

Summarize it in the best way possible for the customer to consume

Third side of this that the dealers care about his customer experience and we have OEMs like Mazda VW

Audi

They are they have programs in place to require an inspection video on every customer facing repair one

Mazda put this in place the year before they were the number 11 spot after a year of video

They jumped to number three spot in the JD power customer service index study

Unheard of to jump that many spots the next year. They were in the second spot

So it really does move the needle if you apply it the right way

And that's why so many dealers are adopting video and that's really it's that's why it's going to be commonplace in most of the dealerships

That's it that you would look at

Then the last piece here is dealers care because there's more revenue

We look at the difference here. I'm not going to go into more detail a little bit later

But if there's no video there's a certain dollar amount you can expect and if there's a video view

There's a certain dollar amount you can expect and we've seen it over the course of millions of videos about $60

Is a pretty good number. So if you take a $60 improvement

In your revenue and then we say, okay, let's multiply that by 750 RO's

I've got a 400 or $45,000 improvement in a given month

And if I multiply that over 12 months, I've got a $540,000 improvement over that year as revenue

And if we say margin is 50% between parts and labor

I'm still looking at $270,000 that I wasn't getting last year now

You could argue up or down the number of RO's the you know

If I can't do a hundred percent could I do 70% of my RO's with videos and so forth

But basically these numbers start to play out and we're talking about hundreds of thousands of dollars

Then in additional revenue and profit to to a dealer. So that's why dealers really care about this

If you're an automotive diesel or collision instructor or an educator helping students explore these careers, this is for you

Building relationships with local shops takes time and knowing who's willing to help isn't always clear

ASC connects in partnership with wrenchway brings schools and industry together on one easy online platform

At no cost for schools

At the heart of ASC connects is school assist the online resource that lets you post exactly what your program needs

From guest speakers shop tours tools advisory committee members

career fair participants and even student job opportunities shops can see your requests and respond directly to you

You'll also get access to instructor focused resources

webinars and templates designed to save time and strengthen industry partnerships

Even if your school doesn't have a formal auto or diesel program

You can still participate to help connect interested students with real world opportunities

ASC connects is free for schools

Get started at wrenchway.com slash solutions slash schools or use the link in the show notes

Next up why schools care and first up is it's a current practice

This is what's being used in dealerships and a lot of independence

Today when you look out into the workforce

It's something that you can use to enhance your curriculum

And we'll we'll get into the cost a little bit later, but it's a pretty good price

And then the last piece is just preparing students for what they can expect to see

Making them making sure they're comfortable

Not as much with the technology because I think a lot of students these days are comfortable with

With phones and tablets and video and recording and those kinds of things

But there are aspects to it that

They need to be comfortable with sort of performing the video and how to walk around a vehicle and and be ready

Why do students and technicians care about it? Well, it solves the communication chain

Which I'm going to show you what I mean by that and it actually means more money in their pocket

So the communication chain

It's an interesting approach

But it's it's pretty broken if you look at

How things are communicated within a service department

If I asked a technician and this is 99 out of 100 people I've asked if I ask a technician

What's his number one barrier to success that technician will most often say

That advisor up front doesn't know how to sell anything

Right, they come up with a bunch of recommendations

The advisor pitches the customer and the customer doesn't accept anything and so

Technicians there's a lot of work

And he thinks the advisor can't sell the work to the customer

Now in our scenario, we've got a customer and then we also have someone that the customer might

Share their information with and ask advice from we call that person the confidence. So this is my

Flow here to demonstrate the communication

In a classic scenario, I've got a technician uncovers six areas of concern shares that with the advisor

These are my recommendations on this vehicle the advisor turns around

And shares for those items with the customer

And right off the bat, you might ask well, why

Why is the advisor only sharing for these things and there are a number of reasons one?

The advisor could be busy, right? It could be the morning rush that have time to go over all this stuff

Maybe they don't know how to describe some of these recommendations about tie rods and CV boots

Or maybe they're thinking with their wallet not with the customer's wallet

And they don't want to give the customer sticker shock

So I'm just going to show the customer a few of these things this time and maybe a few more of those things next time

So for various reasons

We've taken six recommendations the customer's heard about four

And now the customer has to turn around to the cuff it on call them and say

Yeah, there's this thing and they only maybe remember a couple of these things that breaks in the battery

And they forget about the other things that were recommended

The industry number is 60 of recommended work never makes it to the decision maker

And that's what we're trying to paint here is

All of this information that's gathered the front end gets lost lost in translation if you will

When we incorporate video the technician records one video with all the recommendations goes to the advisor

Goes to the customer the customer can forward it to the coffin on

And there's nothing that's been filtered out or edited

And so we've got 100 of the recommendations making it to the customer 100 of the time

That solves a lot of problems and that definitely translates into more work being accepted from the technician's recommendations

Now when we look at uh dollars and cents, I'm going to roll this into in just one second

We talk about the average hour labor hours. And so

I'm going to show you an example that shows that without a video view

It's 1.5 hours

Okay, mazda dealership in new england

When there's a video view the labor hours go up to 2.43

And we've proven this over and over and over again against hundreds of thousands of of arrows

The difference between those two numbers is 0.93. We call that the delta

And what does that mean? That means when I'm recording videos and the customer watches the video

This technician makes an extra 0.93 almost an entire full hour more of labor

On average for their arrows when there is no video view

Really powerful. Uh, it does show up on the bottom line

We have a delta report. It's not going to work in the school situation since we're not integrated with the dms

And we're not looking at dollars and cents and and a lot of shops aren't production shops

But when you go into the real world when you're using cdk service

You are using the true video dashboard

You're going to be able to run this report and it's going to show delta hours. It's going to show delta, um labor

dollars and parts dollars and

It actually tracks per technician

How well they're doing?

And you're going to see down here that james is at 1.97 and we've got ryan at 0.47

So immediately you can see who's doing what service managers will be able to track against this

So this is out there in thousands of stores already and this is sort of an expectation

But it immediately within 24 hours of implementing or 24 hours of of using it. You can see very quickly

That you can get more money as a technician and also as a service department

So a little bit about the program itself

Um, we charge about $10,000 a year

it's a subscription

And uh, we charge schools about zero dollars

So that should be the first hook

um, it's a great product and like I said, we have thousands of dealers on it

and uh, you know our goal is to train

The future technicians and to have them ready to be able to start immediately on day one

To be able to use video software

Our program is not as much about, um, true video this and true video that it's about

Getting comfortable with the technology getting comfortable with the process

Such that when you get into a position, um

In either an independent shop or a new car dealer

You know what to do and it doesn't necessarily have to be true video even though we're in

A majority of the dealerships

Um, it could be another software program and you're going to be able to pick it up and go. Yeah, I know how to do that

Requirements from the schools

Not a very heavy lift here. Um

Going to have good wi-fi in the shop

And a lot of schools already do have good wi-fi just in general but also for diagnostic programs and other third party

services that you might use

Gages are important

So we recommend that you get your hands on a gauge or two just in terms of being able to display what the gauge says

Most technicians have stick gauges, but it's really hard to focus on a stick gauge

So either go digital or we go analog like this

And then when you get into the brake fueler gauges nice to have a couple of new pairs on hand. They're only 12 bucks on amazon

We write with indelible marker the the measurements

Because you can see on that first video you couldn't really read the the measurement on it

It's embossed into the metal there

And then the last piece is devices if the school has a new cell phone policy cell phone ban

Um, you might need to pick up a device or two for 200 bucks

You can get a pretty good android phone that'll last you four or five years and run our software pretty pretty nicely

And has a good camera

So, um, if you don't have a cell phone band students can use their own phone

We do uh, we give you a scorecard to do video assessments

So if a student sends in a video and you watch that video, you can kind of score it here

And there's 25 criteria anything the 21 to 25 range, uh, is a good video anything in the

16 to 20 is pretty good and then below that probably needs some work

These are things that are kind of basic. Hood should be open vehicle in the air

Show the test results and the battery those kinds of things

So if you're doing videos with all of these boxes checked you're in a really good spot and in terms of as a student and as a program

From a support perspective we on board

Each school just like a dealership we do a kickoff call

Um, and we we do training and so forth. We have a customer success manager dedicated

Uh, that's Jess

And uh, she definitely helps in the first, uh, 30 60 90 days in terms of making sure things look good

We have tech support that is 7 a.m. To 7 p.m. So it goes from east coast to west coast

During the business days so Monday through friday, which should be good. Uh, good enough

And then we also have a dashboard where you can log in and there's a little pop up and you click on that and you access the training videos

And you can chat back and forth and look at statistics and things

In terms of next steps, um, this is what it looks like. There's a bunch of stuff that happens before it gets introduced to the students

um

We've got a a web page

Uh truity.com slash education has uh all the details about the program and also has a form

That you fill out and i'll give you your qr code at the end of this presentation as well

but

truity.com slash education kind of gets you going in this process

Once I have the information we talk

We sort of understand the size of the school and the program and so forth

Um, there's a software agreement that you sign

And we call that the master software agreement and basically said you can't steal the true video technology

Uh, and then we give you a zero dollar quote and somebody needs to sign that digitally sometimes that's you sometimes that's you know

Someone uh, you know directing the department

Once we've got that we do a kickoff call

And it's our trainer learns a little bit more about your timing. Do we do it now or are we doing it in the fall?

those kinds of things

um

Then you need to make your purchases grab your gauges get any devices you might need to purchase upgrade your wi-fi if that's an issue

And then we schedule and conduct the training and the training is you know, normally with the instructors

If we can get everybody on board, that's great. If not, we'll train who we can train

uh, and again

we have, um,

You know self-service video curriculum that you can jump into

Whether through rock ed or tomorrow's technician university or just on our on our own

Then it's introduced to the students

And after that we just ask that uh, you know, you provide feedback

And you know, let us know how it's working. Let us know if you have any questions and so forth

And so that's the complete flow of what things look like

um

At this point

We're going to go into the q&a and I think there may be some questions that are starting to flow into the q&a already

I think I saw a couple pop up

in terms of

Next steps, it's truvity.com slash education, which again fill out the form comes directly to me and then we set up a time to talk

Um, if all you can do is send an email send it to wrenchway truvity.com again

That comes to me and I will send the link out to you and then you could fill that out

Or if you wanted to do it on mobile, this is a qr code goes to the same place and you can fill out the form there

So really what we're looking for is if there's interest

You sort of raise your hand somehow you're going to get in touch with me

And uh, I'll get back in touch with you and we kind of kick think kick things off

So I will uh, I'll hand that back to to j to see what we have in the q&a section

Warner absolutely fantastic presentation

Really really cool what you're doing. We do have a few questions that I'm going to ask

First one is can you use a tablet instead of a phone?

Yeah, yeah, it's a good question valid. Um

So the short answer is yes

If if you had nothing I would recommend a phone because it's a it's a better form factor

Um, when I take my phone and I sort of I want to get that you know in between

You know and look at the brakes or in the engine compartment

It's a little bit easier to manipulate and hold with one hand while I've got a gauge on the other hand

Um, if you already have tablets doing something else diagnostics or whatever it might be

Um, and you want to install this the tablet just needs to be android or ios. So apple or android

Uh, you can install it there. It's just sometimes a little bigger, you know, and you got to kind of

Navigate with it

So recommendation is if you start new I'd go android phone if you already have a tablet

It's fine install it there and maybe you you read the crowd and decide after a semester

You know what maybe we should pick up a couple of devices 200 bucks a piece that kind of things

Next question is can we use smart glasses? That's an interesting one

It's a good question

Short answer is

meta yes

and

There's a longer answer where we are developing two smart glasses

um specifically today we're working with meta, but um

The the connectivity isn't there yet in terms of connecting their glasses to our app

So the way it works today with meta is

When you record a video and you hit save it saves in your phone's library your photo library

Well, when we go in i'm gonna i'm gonna see if I can scoot over to the to the screenshot that demonstrates this

when you first

Uh, click on record video and you go into that recording screen before you flip it. It says pick from device gallery

And what that allows you to do is you tap on that and it opens up your photo library

And there's the video you just recorded with meta

So with meta glasses you yes, you can record a video save it to your photo library

Then you can attach it to the repair order and uh and and and then upload it

And you don't go through the recording on the the phone you're doing the recording on the glasses

So there is a way to use meta ultimately be nicer if we just spoke to meta and the stuff just showed up in our dashboard

But um, it's it's uh, they're not there yet. We're there. They're not there yet. So uh, good question

Uh, we're at the half hour. Do you have time for maybe a couple more questions? Sure. Yeah. All right

Uh, first one is what is the timing for having the software up and running at a school?

uh timing is

usually

about

Two weeks is about as fast as we can do it and the only gating factor on that is

We give you a a texting number where you can outbound text to customers

And there's an approval process through the carrier and it takes about 10 business days

Um, so that's about as fast as we can do it

Um, and so uh, you know as long as we've got the kickoff call

Um, we've got the msa signed and those kinds of things. So oftentimes it's the paperwork that takes a little bit longer

You have to find a dean or somebody and they have to review it with legal and so forth. So

Probably in reality, it's it's probably five or six weeks because of the front end part of the paperwork

All right, uh my buddy myles tokheim asks

Does it work on a chromebook? All our students are required to have them

and

I realize this is not ideally says

Well, well, so so the chromebook is going to allow you to use the dashboard

But the dashboard is usually for the instructor or in in the real world an advisor

Um, it's not going to help you record the video itself, right?

You need to kind of walk around with some mobile device and I would not consider a chromebook to be a mobile device

Fair enough

Next question is does the software integrate with management software programs like shopware or mitchell?

I'd assume maybe a reynolds and reynolds or cdk

Yeah, just a great question there

Yeah, so we integrate with the top. I think 11

Dms providers. So that's really the software that drives new card dealers when we get into mitchell and shop

You know software we haven't gone down that road because our price point's a little high

for for those

independent shops and so

Not yet

So really what it turns out is that you just have to enter in customer name customer email customer mole number

And that creates the ro or the work order in our tool

So a little bit of extra data entry just shows up automatically on on the the device itself so they can attach a video to it

great

Uh next one is I am an instructor and I'm having my students do a video mpi project

Are you able to share that checklist you had shown us earlier to use as a type of grading rubric?

Yeah, I can share that if you wanted to just send me an email and you said hey send me the the 25

Um, I can do that just send it to wrench for a true video and I can send it to you

That's an asset that's part of our

Um, you know offering if you will so if you're on our platform you have access to all the PDFs and all the

learnings that we put together

Uh, we have uh, I completed the form a few weeks ago through wrenchway. Will I be contacted soon to get info for next school year?

Yeah, so so I thought I'd reply to everybody who'd uh submitted the form

So if you haven't heard from me, it might be in the spam filter or something

Reach back out if you have not heard from me because I've responded to anybody who's who's communicated to me through the wrenchway

online portal

You know the the timing is is helpful to understand

As we sort of reached the end of this semester

I am talking to some schools that just want to they want it right now and they're going to put it in place

And they're going to use it for the last two weeks

I'm talking to other people that want to get ready for the fall

And we'll probably I would say the recommendation is that we do

Get get things processed. Let's get the paperwork done

But we wouldn't do the kickoff and the training until maybe august

So that is sort of top of mind and so you know train the instructors mid august

So then when students show up august in september, uh, you know what's going on

So it does depend on your timing, but we're we're flexible to move either way

Warner I have greatly appreciated you being able to hop on do this webinar

educate all of these great people that were able to attend with us today and just truly

Evaluate the partnership that true videos had with us here at ase connects and wrenchway

I really really appreciate everything and any any parting words that you have before we we cut out

I'm looking forward to hearing from a lot of people

About this and really appreciate you spending some time with me today

Thank you everybody and thank you everybody for listening. Take care

That wraps up another episode of beyond the wrench

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You can also watch the video interviews on wrenchways youtube channel

Speaking of wrenchway beyond the wrench is managed and produced by the wrenchway team

wrenchway is dedicated to promoting and improving careers in the automotive diesel and collision industries

In partnership with ase we run the ase connects community which empowers shops and dealerships with reliable data

school connections and industry insights while helping grow the future technician workforce

You can learn more by visiting wrenchway.com

Thank you so much for listening. We'll see you next week

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Inspection Video Is the New Standard—Are Your Students Ready?

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