Today’s automotive industry is technology-driven and simply purchasing a digital vehicle inspection software is not enough. Shops must adhere to best practices to maximize efficiency, gain customer trust, and increase profitability. Based on AutoVitals customer data from 2023 and 2024, these best practices yield the highest average repair order value and ensure customer satisfaction. Here’s how your shop can get the most out of its DVI system.

• Digitally Inspect 80%+ of Vehicles in Your Shop
• Take 30+ Good Pictures
• Edit 60%+ of the Pictures on the Inspection
• Strive for a Customer Research Time of 400+ Seconds
• Send 100% of Your Findings to the Customer
• Conclusion 

Digitally Inspect 80%+ of Vehicles in Your Shop

The cornerstone of effective DVIs is consistency. Striving to inspect more than 80% of vehicles in your shop ensures no opportunity is missed to confirm the safety of each vehicle and increase average repair order value.

Why It Matters:

Performing a comprehensive digital inspection helps service advisors uncover additional work, from immediate fixes to future recommendations. As outlined in AutoVitals’  multi-point inspection guide, thorough inspections:

• Identify previously overlooked issues.
• Provide customers with transparent, evidence-based recommendations.
• Encourage long-term loyalty by prioritizing vehicle health.

Exceptions to this rule include smog checks, state inspections, and vehicles that have been in for service within the last four weeks. These cases may not require a full inspection, but ensuring your team documents exceptions properly maintains workflow integrity.

Take 30+ Good Pictures

Visual evidence is a powerful tool in building customer trust. Every item on your inspection checklist should include at least one image, with a goal of capturing at least 30 clear and informative photos per vehicle.

Best Practices for Photos:

1. Highlight Problem Areas: Take detailed photos of components needing attention, such as a leaking gasket or worn brake pads.
2. Show What’s Good: Reinforce trust by photographing parts in good condition. This demonstrates the thoroughness of the inspection.
3. Clarity is Key: Ensure all photos are well-lit, in focus, and provide clear context for the customer.

Photos allow customers to “see what you see,” making them more likely to approve recommended services. 

Edit 60%+ of the Pictures on the Inspection

Editing photos to emphasize key areas can greatly enhance customer understanding. Whether it’s adding arrows, circles, or annotations, visual edits make complex issues easier to grasp.

For instance, a photo of a corroded battery terminal might not immediately make sense to a customer. By adding text or highlighting the specific area your technicians can ensure the customer understands what part is affected and why it matters.

Edited images are an excellent way to reinforce recommendations, creating a more compelling case for service approval. Aim to edit at least 60% of photos for maximum impact.

Strive for a Customer Research Time of 400+ Seconds

Customer research time is the measure of how long a customer actively looks at the digital vehicle inspection of their vehicle. A higher research time indicates that customers are carefully reviewing the inspection, leading to more informed decisions.

How to Achieve It:

1. Set Expectations: Train service advisors to explain the importance of the inspection report and encourage customers to review it thoroughly.
2. Deliver Quality: Ensure the DVI is clear, concise, and includes all relevant details—from photos to technician notes.
3. Personalized Communication: Follow up with a call or message to discuss findings and answer any questions.

The data shows that a research time of 400+ seconds correlates with higher service approval rates because it provides customers with the tools to make informed decisions about their vehicles. 

Send 100% of Your Findings to the Customer

Digital vehicle inspections only work if customers receive them. This step is non-negotiable because sending the DVI builds customer trust and satisfaction.

Benefits of Sharing Findings:

• Improved Communication: Customers have a complete picture of their vehicle’s condition.
• Higher Approval Rates: Visual evidence and detailed reports make customers more likely to approve recommended work.
• Future Opportunities: Even if services are declined, sharing findings keeps customers informed and more likely to return for future needs.

Conclusion

These best practices, rooted in AutoVitals’ analysis of customer success in 2023 and 2024, provide a clear roadmap for maximizing repair order value and fostering customer trust. By inspecting over 90% of vehicles, taking and editing impactful photos, striving for extended customer engagement, and ensuring findings are always shared, your shop can unlock the full potential of digital inspection software. A well-executed DVI isn’t just a tool for today; it’s an investment in long-term growth and success. Learn more about how to implement these strategies and watch your shop thrive.