From Bottleneck to Breakthrough: How Euro Car Doctors Elevated Their Customer Experience

In 2019 Will Rivera returned to his family business, CarTech Auto Center, determined to modernize the five-location operation his father had started in 1986.

“I came in with expectations of using my experience at PwC and being able to plug in new processes and operations, which I had already seen in other industries that have been tested and proven. I quickly learned that auto shop reality is completely different.”

At the time, the company was two years from having to close its doors. Will needed a system that could tighten processes across every bay, motivate technicians, and give him real-time visibility, store by store.

‍Challenge

“We were losing a lot of money in the small stuff that our old system couldn’t track.”

CarTech Auto Center’s legacy software couldn’t keep pace with a multi-location business:

• No holistic view of the five shops meant Will had to log into each store separately to see sales or inventory.
• Inefficient quoting and invoicing slowed staff, capping daily car count.
• Manual parts sourcing required juggling supplier websites.
• Limited technician tracking blocked the performance-pay plan needed to recruit top talent.
• No automated reminders left revenue on the table for deferred work and maintenance follow-ups.

Solution

“Tekmetric is the best shop management solution in the industry right now—if you know how to use it, it’ll make you a lot of money.”

CarTech was able to unlock rapid, multi-shop growth:

• Organization Oversight: One dashboard for every location provides real-time KPIs, easy inventory transfers, and cross-shop scheduling when a store fills up, giving Will total control of five shops in a single view.
• Faster Quoting: Five-minute digital quotes & invoices, complete with photos, video, and text messaging, cut front-counter time in half and doubled daily car throughout.
• Time Tracking: Built-in billable-hour tracking enabled a tiered commission plan that “made techs’ pockets fatter and they worked harder,” driving productivity and staff retention.
• Streamlined Parts Ordering: Quick parts ordering via integrated supplier catalogs eliminates browser-tab juggling and speeds parts arrival.
• Partnership: In response to feedback from CarTech and other multi-location users, Tekmetric enhanced its inventory transfer feature to better support multi-shop workflows.
  

Results

“If Tekmetric grows, I grow, because they reinvest in the product and they listen when multi-shop owners need something.”

In just nine months with Tekmetric, CarTech’s five shops grew monthly revenue 48%, from $155K to $230K, and the flagship store doubled sales. Digital quotes now take five minutes instead of ten, allowing the team to move 20+ cars a day without requiring extra staff. Real-time billable-hour tracking allows techs to earn well over the industry standard, making hiring and retention easier.

What’s Next

“We’re expanding, not selling. Tekmetric will scale with us—store by store, bay by bay."

Will plans to:

• Standardize all five shops on Tekmetric, pushing monthly revenue to $270–$280K.
• Open a sixth shop and a joint-venture location in the continental US.

Learn directly from Will on how to improve your shop's operations in our upcoming webinar on June 19th @ 2pm ET! Register Here.

Tomi Oliva, owner of SJ Automotive in Chicago, took over his family's auto repair business in 2016 and has transformed it into a thriving shop. He faced typical challenges for many shops, including inefficient workflows, difficulties in tracking key metrics, and the need for better customer communication. Tomi recognized the need for change and embraced Tekmetric, a decision that led to dramatic results.

Challenge

“I started noticing that my shop management system was really, really bad.”

SJ Automotive relied on a cumbersome system that slowed operations and hindered growth, resulting in:

• Time-consuming quote generation
• Difficulties in tracking technician productivity
• Limited visibility into shop performance metrics
• Slower customer communication

Solution

Tomi chose Tekmetric for its ability to provide real-time data, streamline shop operations, and enhance customer communication. The platform automated processes, improved financial tracking, and facilitated a transparent repair process.

Results

Doubling Car Count and Revenue

"Tekmetric is a tool in my tool bag that's helped me become profitable.”

Tomi has driven significant growth across key metrics at SJ Automotive:

• Revenue: Monthly revenue has doubled, growing from ~$20–25K to ~$40–50K.
• Average Repair Order (ARO): Increased by approximately $200 per vehicle.
• Efficiency: Estimate creation time reduced from 40 minutes to about 10 minutes.
• Car Count: SJ Automotive’s car count has doubled since switching to Tekmetric. 

Data-Driven Decision Making

"I didn't even know some of these metrics before, and now they're in front of my face every time I open it."

With Tekmetric’s real-time reporting and data insights, Tomi now has a clear view of key metrics like technician hours, employee productivity, and profitability. This visibility helps identify areas for improvement and optimize overall performance. In addition, integration with SEO tools enables SJ Automotive to track marketing ROI and fine-tune campaigns for greater effectiveness.

Improved Customer Communication

"I really love the ease of communication and authorization."

SJ Automotive has improved their customer communication by streamlining estimate and authorization processes. As a result, estimates, approvals, and payments happen faster, creating a more efficient and transparent repair process and improving overall customer satisfaction.

What’s Next

Tomi is focused on continued growth. SJ Automotive's future goals include doubling their car count, opening another location, and implementing new growth strategies.

In late 2020, Jim Kellas bought TL Auto Repair, in Union City, California. The location was strong, but the shop’s systems were holding it back—outdated software, lack of key integrations, and inefficient processes all contributed to a poor customer experience. 

Determined to find a solution, Jim explored various shop management systems before switching to Tekmetric. After making the switch, the impact was transformative for TL Auto Repair.

“Stop looking at the other ones. You're done searching.”  

Challenge

Before switching systems, TL Auto Repair faced:

• Frequent software downtime disrupting operations
• Lack of integrations with key tools, creating manual work
• Limited visibility into performance metrics

Solution

After exploring several options, Jim chose Tekmetric for its seamless integrations, reliable performance, and features that made it easier to connect with customers. With Tekmetric, TL Auto Repair streamlined operations, improved communication, and set the foundation for future growth.

Results

Streamlined Operations That Drive Revenue

Integrations with tools like Affirm through Tekmetric’s Payments and adding Marketing solutions helped TL Auto Repair simplify workflows and boost sales. Offering financing made higher-ticket repairs more accessible for customers, leading to over $2 million in revenue.

“I was able to integrate with so many other programs. I'm able to know revenue-wise it's been a boom because I'm able to tie everything together.”

‍More Efficiency, Less Overhead

Running on a reliable, browser-based system saved time and cut hardware costs. Staff work faster, from anywhere, using devices like Chromebooks. 

"The time savings have been substantial, allowing for increased efficiency"

‍A Better Experience for Every Customer

Text message updates, digital vehicle inspections, and contactless invoicing and payments create a more transparent and convenient experience for their customers. This has earned them trust, repeat business, and a 4.7-star rating on Google. 

"Customers love getting text message updates, online inspection reports, and the option for contactless service - it keeps them coming back." 

What’s Next

With a proven model and the right technology support in place, Jim plans to expand and is in the process of acquiring new shops. He is applying the same focus on operational efficiency and customer experience that turned TL Auto Repair into a thriving business.