The Power of Collective Wisdom David Milne

Transcription

1 The Power of Collective Wisdom David Milne subhead Richard Gunderson VP - Business Development

2 Lessons from Identifix Harnessing the Collective Knowledge of the Automotive Industry

3 It All Begins with

4 Generosity of the Industry Knowledge Data analyzed from over 3.8 Million calls from technicians nationwide Information 13,000 original factory service manuals, factory databases, wiring diagrams Know-how Staffed by 46 Master Certified Technicians with over 1000 combined years of hands-on diagnostic repair experience

5 Repair Hotline Where it all Begins Over 1,000 years combined technical expertise Handle 17,000+ calls for assistance every month Resolve 97% of automotive diagnostic problems Fee per fix service 1 car-1 symptom no call limit Fast-Friendly-Professional Service

6 Repair Hotline The nation s leading source of diagnostic information Technicians told us what they need: Real technicians who speak their language and have spent their lives under the hood of a car Specialists on one carline Access to original factory information Large database to track repair problems, identify pattern failures, trends & quick solutions GM Ford Chrysler Asian European Knowledgeable people who listen 94% of Hotline Customers Likely to Recommend it to Others

7 Making a Hotline Call Steps 68% problems solved on 1st call 87% by 2nd call and 93% by 3rd call The nation s leading source of diagnostic information Open 8 to 8 Eastern Time 800# - so no phone charges to caller Call taken at Dispatch Center Call returned by a Carline Specialist Carline Specialist spends as much time as needed with caller with average time per call of 10 minutes

8 Because of Experience Guaranteed Fully If you are dissatisfied with the information provided. Identifix will credit you in full for the hotline call. If our call records show that we recommended a part to you based on accurate information provided by you, that you installed without it fixing the vehicle, you can request a refund for the cost of the part. Customers provide us with the new part that they purchased for this fix and the original sales receipt to qualify for a refund.

9 Hotline Archives The Most Valuable Asset!! Hotline Archives are case notes from real calls to the Identifix Repair Hotline each is an example of a diagnostic problem some technician experienced but others will face. You can t understand what is wrong, if you don t know what is right. Bill Sauer

10 Definition of an Archive Hotline Archives have a standard format 1.Symptom Description 2.Recommended Test(s) 3.Confirmed Fix Similar to the way a TSB is created by an OEM Over 5,000 new Hotline Archives added each month; updated weekly There are currently 577,281 Hotline Archives on the Direct-Hit program

11 Collective Knowledge The evolution of a product

12 What Do These Vehicle Problems Have in Common? LeSabre Customer Concern: Tow in, no crank, no start. The engine will start and stall if the starter relay is bypassed. The power windows, power locks, radio, interior lights and Instrument Panel Cluster (IPC) will not display or function. The scanner will not communicate with the vehicle Equinox Customer Concern: Intermittently the Instrument Panel Cluster (IPC) will drop out. All gauges drop to 0 and the warning indicators illuminate. Body Control Module (BCM) DTC U1000, U1048, U1088, U1096 No Engine Control Module (ECM) DTC's. No Transmission Control Module (TCM) DTC's Suburban Customer Concern: The vehicle will not start at times, when this happens there is a loss of communication with the vehicle

13 All Have The Same Cause Who begins their diagnosis by checking the radio module when a vehicle is towed in for a No Start? The radio is connected to the data bus circuit. When the radio crashes the data bus, none of the modules can talk to each other. It is like leaving one phone off the hook at your house. When that happens, none of the other phones will work.

14 A Solution to Challenges? Direct-Hit

15 We Start With: Diagnostics & Hotline Archives Direct-Hit s industry exclusive diagnostics eliminate the frustrations of time consuming factory flowcharts with: Short cut tests Confirmed fix procedures Created from millions of calls to Repair Hotline Information found only from Identifix Validated fixes from Identifix s own ASE Master Carline Specialists

16 Over 576,000 Hotline Archives & Growing

17 Direct-Hit Information

18 And add: OEM Service & Repair Information Direct-Hit provides quick access to: Genuine OEM R & R procedures Wiring & pin-out diagrams Technical Specifications Parts & Labor guide and more!!!!!!! Finish a repair with speed, accuracy and confidence

19 OEM DIRECT Access to Factory Information

20 And you have.

21 Moving on to Service!! Direct-Hit s Factory Scheduled Maintenance Manufacturer s recommended service for : Customers Technicians Written and designed to earn your customer s trust Reset procedures Reliability reports Professionally prepared to meet the needs of a technician providing scheduled maintenance services

22 Our unique Factory Scheduled Maintenance tool provides OEM Glove Box Identical, MAP compliant sales opportunities. *Automatically accommodates vehicles with managed maintenance systems. Printout features customer friendly language explaining what s needed and why. Fields can be populated to customize Can be printed or digitally delivered. 100% OEM Sourced

23 The Direct-Hit Advantage Supercharged Search Tool 300,000 search terms defined Symptoms Components Trouble Codes Considers everyday descriptions and language Across all Direct-Hit and OEM information Search multiple symptoms and DTCs

24 Supercharged Search We speak your language Searches 8 terms at once. Looks at all related terms. Understands what s needed. Situationally relevant results.

25 Direct-Quote Makes Estimates Easy Fast & Accurate Quotes In A Few Clicks

26 Shared Knowledge Equals Results On average 325,000 vehicle fixes looked up each week in Direct-Hit

27 Faster Fix 2001 Dodge Ram 3500 Pickup 8.0 Symptom: Transmission is not shifting correctly Hotline Archive Fix: ** Confirmed Fix ** "Governor pressure sensor Output speed sensor. Check the governor pressure with a scan tool. At 0 MPH, the governor pressure should read 0 PSI." Richard Kahn of Earth In Upheaval used this Hotline Archive and commented: TRANSMISSION GOVERNOR PRESSURE SENSOR!!, THANKS SO MUCH FOR THIS ONE. YOU SAVED US 2 HOURS AND WE MADE MONEY THE FIRST TIME WE SAW THIS PROBLEM!!! 27

28 Faster Fix 2001 Volvo V Symptom: The Rear Electronic Module (REM) will not communicate. Rear door locks are inoperative, fuel gauge is at 0, fuel hatch does not open Hotline Archive Fix: "** Confirmed Fix ** At the REM fuse box, remove fuses 1 and 2 for one minute. Reinsert fuses. Vincent Scicchitano of Accurate Auto Repair used this Hotline Archive and commented: "We had the same exact symptom, The problem occurred after they spilled a big gulp soda in the dash [ the cup holder is above the radio]. Removing the #1 &2 REM Fuse Fixed It. BY THE WAY IDENTIFIX IS THE BEST THING THE AUTO REPAIR INDUSTRY HAS HAD IN A LONG TIME!!!!." 28

29 Faster Fix 2001 Chrysler Town & Country LX 3.3 Symptom: MIL on and codes P0442, P0455 or P0456 stored. Hotline Archive Fix: "** Confirmed Fix ** Vent Valve Brown Walter s Automotive used this Hotline Archive and commented: "Thank God for Identifix. Followed procedures to the tee. Found fuel filler neck rotted away enough for small leak found with smoke. Found hoses at canister going towards the rear of car cracked. 29

30 Faster Fix 1997 Pontiac Sunfire GT 2.4 Symptom: Has a tip in hesitation when it is cold and on the first start of the day. You can see the MAP and Baro Sensor reading on the scanner changing with the key on, engine not running. Hotline Archive Fix: "** Confirmed Fix ** There is a reflash for this problem Rob at Sparks Tire And Auto used this Hotline Archive and commented: "We re-flashed the PCM, and problem was gone. Let vehicle sit overnight outside, and it started and ran fine. Customer was happy due to the fact that vehicle was at three different shops for this problem. Thanks again, Identifix. 30

31 There s More! iatn in Direct-Hit

32 32 iatn Source for Fixes

33 33 Direct-Hit With iatn

34 34 Direct-Hit With iatn

35 35 Direct-Hit Search

36 36 Direct-Hit Search

37 37 Direct-Hit Search

38 38 iatn Fix

39 39 iatn Fix

40 iatn vs. Direct-Hit Fix Assets iatn Knowledge Base User generated content Membership requirements: 4 years of experience, or ASE certification or Students = Read Only 750 items on avg posted to iatn daily Member who asks for help is encouraged to report the fix 90% do Waveform library, discussion forums, TechHelp system Hotline Archives Short-cut tests written by Carline Specialists Fixes provided by technician in field whether a Hotline or Direct-Hit user Fixes are confirmed by Carline Specialist Fixes linked to related OE information so no other information system required Often provides multiples fixes for same problem 40

41 iatn and Direct-Hit Fix Assets 800,000+ Total Vehicle Specific Problem/Fixes 41

42 Always Expanding- Always Sharing April 12, 2013 Total Hotline Archives: 577,281 Vehicles Viewed Today: 54,910 Users currently online: 16,308 Comments & New Fixes Posted 541

43 Code-Assist Emerging Data Products Database of experienced based confirmed fixes Developed using: 4+ million calls to the Identifix Repair Hotline 16+ million Direct-Hit uses each year 6.6 million experienced based Confirmed Fixes for vehicle specific, individual OBD-II DTC s Vehicle specific ODBD-II DTC s can be included with: Online services websites and Internet connected scan tools Only qualified, experienced based and confirmed database 5,000+ new confirmed fixes each month

44 Code-Assist Diagnosis Typical Scan-Tool Retrieval o Vehicle: 2000 Cadillac Deville 4.6L o DTC Code: P0101 Without Code-Assist P0101 Mass or Volume Air Flow A Circuit Range Performance SAE Code definition often not very helpful in determining a fix Retail scan tools leave troubleshooting to customer or parts store associate

45 Code-Assist Code-Assist Diagnosis o Vehicle: 2000 Cadillac Deville 4.6L o DTC Code: P0101 With Code-Assist Prioritize your diagnostic strategy with Code-Assist for: DTC P0101 Top Reported Fix 1. Replaced Mass Air Flow (MAF) Sensor 2. Reprogrammed Powertrain Control Module (PCM) Frequently Reported Fixes 1. Replaced Catalytic Converter w/p Repaired Intake Air Boot Also Reported Fixes 1. Replaced Air Injection Reaction (AIR) Pump w/p0410, P Replaced Intake Air Boot w/p0171, P Replaced Intake Manifold 4. Cleaned Mass Air Flow (MAF) Sensor

46 Code-Assist Code-Assist Diagnosis o Codes alone can be misleading o Specific vehicle information is required P0116 Engine coolant temperature circuit range / performance problem 2000 VW Jetta 2.0L 2000 Volvo S70 2.3L Prioritize your diagnostic strategy with Code-Assist for: Top Reported Fix 1. Replaced Water Pump Frequently Reported Fixes 1. Replaced Engine Coolant Sensor (ECT) 2. Replaced Thermostat Prioritize your diagnostic strategy with Code-Assist for: Top Reported Fix 1. Replaced Thermostat Frequently Reported Fixes 1. Replaced Engine Coolant Sensor (ECT) Also Reported Fixes 1. Replaced #4 Ignition Coil 2. Replaced Spark Plugs Replaced Pass-Key III Module w/p1626, U1040, U

47 Symptom-Assist & Double-Check Symptom-Assist Similar to Code-Assist, but uses symptoms 13 million experienced-based Confirmed Fixes for specific symptoms for specific vehicles Double-Check Developed to reduce returns based on faulty diagnosis and technicians throwing parts at a problem Provides the validated symptoms and DTC s that a specific part for a specific vehicle have been reported and confirmed

48 Forecasting- Reliability Reports Reliability Reports o Leading experienced based information database o 159,676+ AAIA vehicle cross references supported o o Used by MSN Auto, Edmunds.com, CarFax

49 Forecasting- Reliability Reports

50 We are a Partner in our Customers Success Jeff, I don't think anyone knows better than those of us in this industry, that sometimes things don't always go quite according to plan. That "perfect world" thing sounds good, but reality tends to jump in the way once in a while. We count on you guys as an integral part of our arsenal of tools and resources, and it wasn't exactly convenient not to have Identifix at our fingertips, but if what happened Monday is as complicated as things get, I'm pretty sure we're going to live through it! We appreciate your continuing efforts to make the tremendous resource you already offer, even better. Thanks for all you guys do to help us be even better at what we do. Brian Smith Gig Harbor Automotive Service Gig Harbor Washington

51 Two Special Mentors Bringing Identifix to the Industry Bill Sauer - Founder Jeff Sweet - President

52 Thank you ATMC

53 Identifix Founder Bill Sauer