When the auto inspection industry was created, time and urgency weren’t as big of a priority as they are today. The response time to deliver an inspection report to a client was counted in days, not hours. Those times have come and passed.
I first started in the warranty business as an operations manager for a warranty company. At the time, I felt that the response time was adequate for what we were doing. However, I quickly realized it wasn’t about how I felt; rather, what counted is how the client felt. After all, our businesses are based upon a relationship with a modern-day consumer.
Today’s consumers demand immediate gratification. They can’t wait for their vehicles to be fixed so they can get back on the road. This sense of urgency has forced warranty companies to apply pressure to the inspection providers to provide a faster process. In recent years, inspection providers have responded.
Urgency Breeds Innovation
Inspection companies have had to come up with creative ways to speed up the process. The old method of faxing in a report, then sitting back and waiting for a full report with photos, is antiquated and no longer acceptable. We have essentially had to re-invent the wheel. Here are two ways that has happened in recent years:
1. Instant Transmission. The most efficient method of speeding up the process is allowing the inspector to upload the report from the field. A laptop with a hotspot can be enough to accommodate this request; however, the logistics can get a little complicated. Some inspectors don’t have the hardware. Many others are working in remote locations where service is not available. The sheer size of the area we all are trying to cover makes it impossible to have a seasoned inspector in every city. There is simply not enough business to provide a living for an inspector in rural areas. This factor disrupts the consistency we are all attempting to obtain.
2. Delayed Uploads. One alternative is to provide the inspector the ability to access an inspection form they can fill out in the field and, once wireless Internet is detected, upload the report to the provider’s Web site. This can be accomplished in a variety of ways. Application programing interfaces (API) can be employed to process the information from the form to the online site and, ultimately, to the hands of the clients.
In years past, digital presentation and delivery would not have been possible. A fax machine was the quickest way to relay the requested info. Now, a fax machine is about as reliable as a rotary-dial phone. High-speed Internet has changed the business as we know it. All inspection providers have advanced Web sites that provide a variety of functionality ranging from plain, old PDFs to video reports.
The competition has actually led to a better product for our clients, but also a more accurate and quicker process for the already-angry end user. The real reason they’re mad is because their car broke down. But someone has to bear the brunt of their attack, and warranty companies are the easiest targets. This frustration is understandable and almost everyone can empathize with. No one likes to be thrown off their daily routine, especially by something that is going to cost them time and money.
As inspection providers, we have an obligation to our valued clients — whether it’s the person who is considering inspecting their next vehicle or the warranty company who will secure their purchase. We have to ensure that the information we are offering is thorough and accurate while maintaining the same expedience that is required by our fast-paced society. Perhaps one day, we can all slow down again and enjoy life. But that doesn’t look like that is going to happen for some time to come.
