Tekmetric Co-Founder Prasanth Chilukuri Featured in latest issue of Texas CEO Magazine

Effective customer communication is crucial in the auto repair industry, no matter how big or small your shop may be. In fact, customer communication is at the heart of the most successful shops. However, there’s more to it than just writing a repair order or making a phone call and leveraging effective strategies for communicating can make the difference in a shop’s level of success. In this guide, we will go over qualities of great customer communication and how you can leverage digital tools like your auto repair shop management system to be a better communicator. Together, these assets can help you enhance customer loyalty and grow your shop’s bottom line.

Good communication in your shop is characterized by:

• An efficient and accurate workflow
• Understanding and fulfilling customer needs
• Creating trust and driving safety by educating customers on their vehicles

Maximizing and Streamlining Your Workflow

Good communication starts internally. Streamlining communication between your service writers and technicians is key to ensuring the customer’s needs are met in the most efficient way possible. To master this, encourage your team to leverage internal tools like your shop management system to streamline internal conversations. This can help create a more efficient communication process, allowing you to both maintain a continuous workflow and enhance your overall customer experience. Some of Tekmetric’s features to streamline workflow include: 

• Job Board. Within Tekmetric, internal and external notes can minimize the back-and-forth during a repair process. For example, internal-facing notes on a job board allow for immediate communication between your technicians and service advisors with just the click of a button. Additionally, job boards also have customizable statuses that share the state of a repair at a glance – no more chasing down a technician after your day off for a progress update. Together, these features streamline your shop’s internal communications, driving efficiency and allowing smoother behind-the-scenes operations for everyone.
• Inventory and Ordering. To help streamline the ordering process, Tekmetric includes a feature that allows the technician to find the parts that they need for the vehicle, rather than going through a service advisor. By empowering the technician to review labor times, order the correct parts and note their needs internally, this feature can reduce communication bottlenecks and enhance communication – from the technician to the service advisor, and eventually to the customer.

Meeting Customers Where They Are

The best way to reach a customer is whichever method they prefer. Some may prefer email or phone, but many people are on-the-go and also appreciate text updates. In fact, 81% of Americans text regularly, with 90% of text messages opened within the first three minutes since it was sent. Because of this, Tekmetric has built-in, two-way texting to help you make your customer experience more convenient. Whether sharing repair updates or enabling a parent to make a payment for their college student from states away, texting enables customers to reach your shop for important matters without inconveniencing themselves. This includes features like: 

• Two-way texting. With two-way texting, customers no longer have to deal with phone tag hassles and can reach the shop at the tip of their fingertips. This capability gives the customer more autonomy in the repair process, allowing a convenient way for them to ask questions, view photos or video and approve repairs.
• Text-to-pay. Payment is the final touchpoint you have with a customer. The text-to-pay feature makes this process virtually painless. Customers can pay from their office, in the evenings at home or even from miles away if they are traveling. By offering this option, you can simplify the payment process, and the customer can pick up their vehicle sooner – resulting in a happier customer and more efficiency in your shop. 

Facilitating A Culture of Trust, Safety and Education

In the auto repair industry, shops have a responsibility to ensure the safety of their customers’ vehicles. Utilizing digital tools in your shop can demonstrate your commitment to vehicle owner safety, as well as help you facilitate a culture of trust that seeks to educate the average customer about the health of their car. Some tools might include: 

• Digital vehicle inspections. DVIs provide two key qualities your customer highly values: information and benefits. A complete DVI with photos, video and clear notes gives customers the autonomy to examine the repairs your technician proposes and decide which recommendations they want to approve. It benefits your shop too: when you share eight photos or more, your ARO can actually increase because the media allows the customer to see where the vehicle needs repairs with their own eyes. With two-way texting, you can send photos directly to the customer’s phone as well, enhancing both the convenience and the level of trust they have in your shop.  
• MotoVisuals integration. One of the responsibilities of the service writer is to educate the vehicle owner on why the repair is needed for their car. With Tekmetric’s MotoVisuals integration, you can share clear, easy-to-understand animations and videos with voiceovers that talk about why a repair is important. This helps drive the vehicle owner’s confidence in the repair, creating a culture of education that ultimately drives trust and loyalty and keeps your customers coming back for more.

The Bottom Line?

Ultimately, communication is a strategic business tool that can drive efficiency and enhance your shop’s performance. By prioritizing clear, consistent and personalized interactions, you can build lasting relationships, enhance customer satisfaction and elevate your shop’s performance. Embracing digital tools and strategies like Tekmetric can empower you to optimize your communication efforts and achieve sustained growth. This commitment to maintaining a customer-first mentality is reflected in your ability to communicate both with your team and your customers and, when done effectively, can increase customer retention and lead to more profit for your shop.

Building a strong company culture is key to not only employee retention and satisfaction, but also performance. Tekmetric’s leadership team chose to go beyond company values to create a culture operating system.

"I believe culture can be our strategic advantage.” - Sunil Patel, CEO

The operating system is built around 24 Fundamentals, designed to complement Tekmetric’s four values: Focused, Reliable, Authentic and Compassionate.

The Fundamentals are specific characteristics and actions that can be measured and practiced on a daily basis. The Tekmetric team collaborated closely to create the fundamentals, avoiding a top down approach and ensuring buy-in from across the organization.

“What we thought was really cool about it is that they're relatable,” said Karina Amanullah, Head of People and Culture. “Everybody knows how to do each one of them. Even if they haven’t mastered them, they know what they are and there's no ambiguity. “I think the most valuable piece is when you read them you understand exactly what type of company we want to be.”

Added Amanullah, "It makes it clear what kind of culture we want to build. How we want to communicate with each other. What we believe in. What we don’t believe in. Formalizing it and getting it down on paper is powerful.”

Since the rollout in February, the Fundamentals have become part of the everyday work of each team at Tekmetric.

Each week starts with an email from Founder and CEO Sunil Patel on his thoughts on the Fundamental of the week, which is also discussed in team meetings, leadership meetings and during the monthly all company meeting. New hires are introduced to them during onboarding.

And, more importantly, they are becoming part of the everyday vocabulary within the company.

“We're starting to use them as common terms within the company,” said Amanullah. “I hear them used in meetings and I think it’s nice to see them become part of our language. The ultimate goal is to get people so comfortable with them that it's not a thing. It's just what happens at Tekmetric.”

“As we continue to grow and scale our company, consistent messaging and culture amongst our teammates and externally with customers is hard to preserve," said Patel. "I believe culture can be our strategic advantage.”

The Fundamentals

1. ADOPT A GROWTH MINDSET.

Be a lifelong learner. Seek out and take advantage of every  opportunity to gain more knowledge, increase your skills, and become a greater expert.  Accept new challenges and learn from them. Take the time to share what you’ve learned  with others on the team if they can benefit too.

2. SHARE THE WHY

Before others can understand what to do or how to do it, they must  first understand why. Explain the big picture. The more people understand the reason  for what we’re doing, the more actively they can participate in the solution.

3. THINK TEAM FIRST

It’s about us, not about you. Don’t let your ego or personal agenda  get in the way of doing what’s best for the team. Be there for each other and be willing  to step into another role or help a co-worker when that’s what’s required for success.  Help each other succeed.

4. DRIVE IMPACT

While effort is important, our customers expect results. Follow up on  everything and take responsibility to ensure that tasks get completed. Set aggressive  goals, use measurements to track your progress, and hold yourself accountable for  achieving those results.

5. GET CLEAR ON EXPECTATIONS

Create clarity and avoid misunderstandings by discussing  expectations upfront. Set expectations for others and ask when you’re not clear on what  they expect of you. End all meetings with clarity about action items, responsibilities, and  due dates.

6. TAKE OWNERSHIP

Take personal responsibility for making things happen and see them  through completion. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. If you see an opportunity to make us better, act on  it. Accidentally stepping on toes is inevitable and should always be forgiven; we're all on  the same team.

7. PRACTICE BLAMELESS PROBLEM-SOLVING

Demonstrate a relentless solution focus,  rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same  mistake twice. Get smarter with every mistake. Learn from every experience.

8. MAKE DATA-DRIVEN DECISIONS

Make good decisions by relying primarily on facts and  data, rather than solely on opinions or emotions. Be objective. Analyze the data and use  this information to make better decisions.

9. TAKE INTELLIGENT RISKS

Innovation, improvement, and success don’t come from  playing it safe. They come from a thoughtful and intentional willingness to try the  unconventional and to ask “What if?” Try a new way. Think differently.

10. ACT WITH INTEGRITY

Demonstrate an unwavering commitment to doing the right thing  in every action you take and in every decision you make, especially when no one’s looking.  Always tell the truth, no matter the consequences. If you make a mistake, own up to it,  apologize, and make it right.

11. SHARE INFORMATION

While we should be vigilant about protecting confidential  information both internally and externally, share relevant information freely throughout  our organization. The more people know, the better we can collaborate. Learn to ask  yourself, “Who else needs to know this?”  

12. DEBATE, THEN ALIGN

Healthy, vigorous debate creates better solutions. Debate  concepts without making personal attacks. Check your ego and push for the best solution,  rather than your solution. Once a decision is made, however, get fully aligned by putting  your complete support behind it.

13. DO WHAT’S BEST FOR THE CUSTOMER

In all situations, do what’s best for the customer,  even if it’s to our own short-term detriment. Understand our customers’ world. Know  their challenges and frustrations. See the world from their perspective. Put their needs  ahead of our own. There’s no greater way to build a reputation than to steadfastly do  what’s right for others.  

14. PAY ATTENTION TO THE DETAILS

Missing just one detail can have an enormous impact  on everything that comes after it. Be a fanatic about accuracy and precision. The goal is  to get things right, not simply to get them done. Double-check your work. Get the details  right the first time.

15. BE A TEKMETRIC AMBASSADOR

We’re all responsible for, and benefit from, our  company’s image and reputation. Consider how your actions affect our collective  reputation, and be a proud and positive representative of Tekmetric. We love to say,  above all else, when representing Tekmetric, be someone you yourself would enjoy  spending time with at a backyard barbecue.

16. LISTEN GENEROUSLY

Listening is more than simply “not speaking.” Give others your  undivided attention. Be present and engaged. Minimize distractions and let go of the  need to agree or disagree. Suspend your judgment and be curious to know more, rather  than jumping to conclusions. Above all, listen to understand.

17. SPEAK COURAGEOUSLY.

Speak honestly in a way that helps to make progress. Say what  you mean, and be willing to ask questions, share ideas, or raise issues that may cause  conflict when it’s necessary for team success. Be courageous enough to say what needs  to be said. Address issues directly with those who are involved or affected.

18. HONOR COMMITMENTS

Do what you say you’re going to do when you say you’re going  to do it. This includes being on time for all phone calls, appointments, meetings, and  promises. If a commitment can’t be fulfilled, notify others early and agree on a new  deliverable to be honored.

19. CONNECT WITH EACH OTHER

Our relationships go deeper than simply being teammates  at work. We spend a lot of time together, and we genuinely care for and about each other.  Whether it’s a kind word during a tough stretch, a friendly smile each morning, or a  helping hand in stressful times, show your compassion.

20. BE A FANATIC ABOUT RESPONSE TIME

Respond to questions and concerns quickly,  whether it’s in person, on the phone, or by email. This includes simply acknowledging that  we got the question and we’re “on it,” as well as keeping those involved continuously  updated on the status of outstanding issues.

21. SHOW MEANINGFUL APPRECIATION

Recognizing people doing things right is more  effective than pointing out when they do things wrong. Regularly extend meaningful  acknowledgment and appreciation — in all directions throughout our organization.

22. MAKE HEALTHY CHOICES

Take care of yourself at home and at the office. Eat well,  exercise, and get adequate sleep – take care of yourself so that you’ll thrive personally  and professionally. Support each other in making healthy choices. To give your best, you  must be at your best!

23. “BRING IT” EVERY DAY

Have a passion for what we do and be fully engaged. Make the  most of each day by approaching every task with energy, focus, purpose, and enthusiasm.  Put your best work and effort on the table. Work with a sense of urgency to get things  done.

24. KEEP THINGS FUN

While our passion for excellence is real, remember that the world has  bigger problems than the daily challenges that make up our work. Stuff happens. Keep  perspective. Don’t take things personally or take yourself too seriously. Remember that  attitudes really are contagious – inject fun into what you and we do.‍

The most important features in auto repair shop management software are the ones that connect your business end-to-end: repair orders and estimates, digital vehicle inspections, parts ordering and inventory, integrated payments, and real-time reporting. If a system does those five things well, and keeps them in one place instead of five, it will vastly improve how your shop runs.

The hard part isn't finding software with a long feature list. It's telling the difference between features that move the needle in your bays and features that just look good in a sales demo. This guide breaks down the categories that matter, what each one actually does for your shop, and what to look for when you compare options.

1. Repair Orders and Estimates That Flow Together

What it is: The digital repair order (RO) is the backbone of the shop management system. Estimates should build fast — pulling in labor times and parts — and flow directly into the RO without rekeying anything.

Why it matters: This is where most of your team's wasted time hides. When an estimate becomes an RO in one click, and job templates drop in common parts and labor automatically, a service advisor can build a ticket in a fraction of the time. Over a full day of ROs, that adds up.

What to look for: Pre-built job templates, labor guide integration, and a clean estimate-to-authorization path. In Tekmetric, Smart Jobs allow advisers to build ROs from templates with parts and labor already attached, and estimates flow straight into the repair order.

2. Digital Vehicle Inspections (DVIs)

What it is: A digital inspection lets technicians document findings with photos and videos from a phone or tablet and send them straight to the customer.

Why it matters: Customers approve work they can see. A photo of a worn brake pad does more to earn trust — and a yes — than a line item on a paper estimate. That trust is what lifts approval rates and average repair order value, and it's why DVIs are one of the few features worth treating as non-negotiable.

What to look for: Photo and video capture, quick send-to-customer, and digital authorization built into the same flow. Tekmetric shops have reported meaningful ARO gains from strong DVI use, with ARO value rising from a $612 baseline to $741 for shops that use DVIs consistently.

3. Parts Ordering and Inventory

What it is: Parts management covers two things: knowing what's on your shelf, and ordering what isn't — ideally without leaving the repair order.

Why it matters: Parts are where margin quietly leaks out of a shop. Wrong parts, duplicate orders, and time lost bouncing among supplier tabs all cost money. When ordering is built into the RO and inventory updates as parts are used, your team stays in one screen and your margins stay protected.

What to look for: Integrated ordering through the supplier networks you already use, real-time stock visibility, and a parts matrix to keep pricing consistent. Tekmetric connects to parts suppliers so technicians can order parts as they diagnose issues.

4. Integrated Payments

What it is: Payments that live inside the shop management system, so checkout, reconciliation, and reporting all run off the same data.

Why it matters: A faster checkout is a better customer experience, and integrated payments mean you're not hand-matching a separate processor's statements at the end of the day. Options like text-to-pay and financing also help customers say yes to bigger jobs.

What to look for: Card and digital wallet acceptance, Text-to-Pay, built-in reconciliation, and financing options — all reporting into one place. In Tekmetric, payments are a built-in add-on rather than bolted on. There is no separate terminal, no third-party login, and no support ticket when something does not sync. Refunds, disputes, and deposits are handled in the same platform shops use to run repair orders.

Tekmetric customers have access to all of this: Buy Now, Pay Later partners like Affirm, Klarna, and Sunbit make bigger repairs affordable for customers, and shops offering flexible consumer financing can increase average repair order value by up to three times. Add same-day setup, next-day funding, and fraud protection through Stripe Radar, and payments stop being a separate system to manage. They become one more step in a workflow shops already know.

5. Real-Time Reporting

What it is: Live visibility into the numbers that tell you how the shop is running — average repair order, car count, gross profit, technician productivity — without waiting for month-end.

Why it matters: You can't fix what you can't see. Real-time reporting is what turns a platform from a digital filing cabinet into a tool you actually run the business with. It's also the feature owners underrate at buying time and rely on most six months in.

What to look for: Key metrics on a dashboard, the ability to drill into a technician or a location, and reporting you can trust without exporting to a spreadsheet. Tekmetric surfaces these metrics in real time from the shop counter or from home.

The Features That Tie It All Together

Cloud-based access and a real mobile app

If the platform only lives on the computer at the front counter, half its value is stuck there. Cloud-based access means you can check the shop from home, and a real mobile app keeps technicians moving without walking back and forth to a terminal.

Integrations with the tools you already use

No platform does everything, so the ones that connect cleanly to accounting, parts suppliers, and marketing tools win. Tekmetric offers more than 70 integrations so you can build the workflow around your shop instead of the other way around.

How to Evaluate an Auto Repair Platform

A quick lens when you're comparing options:

• Is it connected? The point of a platform is that repair orders, parts, payments, and reporting talk to each other.
• Will your team actually use it? The best feature set loses to the one your advisors and technicians will adopt in a week, not a quarter.
• Does it show you the numbers? If you can't see ARO, car count, and gross profit in real time, you're flying blind.
• Can it grow with you? Your platform should grow with your business, especially for multi-shop operators.

Get those four right and the feature checklist mostly takes care of itself. The categories above — repair orders, DVI, parts and inventory, payments, and reporting — are the ones that decide whether your shop runs faster and more profitably or just runs the same way with a nicer screen.