How Metro Motor Standardized 19 Shops and Grew Average Repair Order to $800 with Tekmetric

It grew ARO from $399 to $699 while cutting operating hours and boosting morale

Keith Kingston and his brother Jack Kingston opened The KAR Shop in Rogers, Arkansas, in June 2006 with one goal: build a family owned repair facility where customers could trust the work and technicians could be proud to show up every day.

Twenty years later, that goal hasn't changed. What has changed is the system behind it.

Before switching to Tekmetric, the shop was getting by, but growth was stalled. The team couldn't see technician capacity. They missed upsell opportunities. The workflow was clunky, and the software wasn't getting better.

Shortly after Kevin Braker joined as general manager, he and Keith began looking for a platform that could keep up with the original vision for the shop. They wanted something cloud-based, cutting-edge, and built by someone who understood the auto repair industry from the inside.

That’s when they discovered Tekmetric.

Starting with a Problem

Before switching to Tekmetric, The KAR Shop faced the kind of operational friction that slows down even the best shops. Job boards required manual management. Advisers couldn't see where vehicles were in the workflow without physically walking the shop to find cars and paper tickets. Parts ordering meant juggling 10 browser windows to compare prices across suppliers. And when the previous shop management system pushed a software update, it wasn't a quiet background process — it was a full shutdown. 

Every workstation had to be updated individually while the shop sat idle. 

"We felt like the software just wasn't going to get better," Braker said. "Updating it meant closing down operations." 

Tekmetric works differently. Updates roll out automatically, in the background, with no interruptions to the workday. The shop never has to choose between staying current and staying open.

"We spent a lot more time than we should have fighting the former shop operating system," Braker said.

One of the biggest issues was visibility. Braker couldn't see how much work each technician had lined up or whether the shop could handle more cars. The team was making decisions based on how things felt, not what the numbers said.

"You'd look out in the parking lot and think, 'Oh man, we're way behind,' and you'd turn away work because you went by how you felt, not by the facts," Braker said.

Finding the Right Platform

The KAR Shop evaluated about four software platforms before choosing Tekmetric in 2019. The decision came down to three factors: cloud-based infrastructure, modern features, and leadership from someone with auto repair experience.

"We liked the fact that Tekmetric was run by a shop owner," Keith said. "Sunil knew the industry. He wasn't just a software guy taking advantage of a market that he saw was open. He was trying to help his people."

The transition to Tekmetric was extremely smooth.

"This was the least disruptive of any software change we've ever had to do," Braker said. "You guys were so helpful at making the transition and moving our customer files over."

The 75% ARO Jump

The KAR Shop's average repair order sat at $399 before implementing Tekmetric. Today, it's $699, a 75% increase.

Braker attributes the growth to two Tekmetric features: maintenance-based recommendations and streamlined workflows that allow the shop to process more work without adding chaos.

"Being able to just interact with the maintenance schedules, having canned jobs — it's a mixture of us just doing a better job and being educated, and Tekmetric giving us the ability to do a better job," Braker said. 

The tech board feature gives The KAR Shop real-time visibility into how many hours of work each technician has lined up. That clarity eliminates guesswork about capacity and helps the team make smarter scheduling decisions.

"I can see how many hours of work each tech has lined up," Braker said. "That was missing before."

Parts ordering accelerated after The KAR Shop integrated Parts Tech through Tekmetric. Instead of opening 10 browser windows to check supplier inventory and pricing, advisers can now search multiple suppliers at once and place orders in minutes.

"It's all automated now," Braker said.

Digital Vehicle Inspections Build Trust

Before Tekmetric, The KAR Shop presented repair recommendations over the phone. Advisers called customers and explained what the vehicle needed. There were no photos. No videos. Just a voice on the other end of the line explaining problems the customer couldn't see.

That changed when the shop started using Tekmetric's digital vehicle inspections (DVIs).

"How we present the work is completely different now," Braker said. "The pictures and the movies — you almost don't even have to talk. They see it. You explain it a little bit."

The DVI process gives customers transparency into the condition of their vehicles. Advisers document both good and bad components, then send an inspection link via text or email. Customers can review the inspection before discussing repairs, which builds trust and reduces skepticism.

"The industry has a trust issue," Braker said. "When you bring in a new customer, they're super impressed when we send them a digital inspection and they see the pictures and see the red, green, yellows. It kind of sells itself."

The shop trains advisers to address the primary customer concern first, then discuss overall vehicle health before jumping to pricing. The strategy prevents sticker shock and keeps customers engaged in the conversation.

"If you tell someone it's going to be $2,000 for the repair they came in for, they stop hearing anything else you say," Braker said. "We talk about the general health of the truck first, then we can discuss what needs to be done now and what can wait."

The biggest challenge wasn't getting customers to trust the process — it was getting technicians to take the photos. Once the team saw the ARO start climbing, buy-in followed quickly.

"Once they saw the ARO going up, it just started working," Braker said.

Text-to-Pay Enables After-Hours Operations

The KAR Shop runs on an unusual schedule for an auto repair facility: 6 a.m. to 2 p.m., Monday through Friday.

The shift started as a necessity. Last summer, temperatures inside the shop reached sweltering heights. The KAR Shop let technicians come in at 6 a.m. and leave between noon and 2 p.m. to avoid the worst heat. One technician suggested working straight through lunch with two 15-minute breaks instead of taking a full hour off. The shop tried it, and nobody complained.

"We weren't hearing complaints from customers," Braker said. "We weren't having any problem with anything."

The team leaned into the model. They added key boxes for after-hours pickup and trained advisers to ask customers to drop off vehicles the night before. They started streamlining in-store customers when possible and pushed digital payments through Tekmetric's Text-to-Pay feature.

Today, about 80% of The KAR Shop's jobs are dropped off the night before and picked up after hours. Customers pay online, retrieve their keys from a secure key box, and drive away without ever stepping inside.

"Without Text-to-Pay, we could have never changed like this," Braker said.

The compressed schedule delivered a massive morale boost. Two technicians' spouses were able to take jobs that start at 4 p.m. because their husbands are home by 2:30 p.m. Other employees can attend their kids' after-school activities, cook dinner with their families, and make medical appointments without missing work.

"It's a plus," Keith said. "They make doctor's appointments in the afternoon. They're not missing any pay. We don't have to go without an employee for half a day."

Reducing Daily Chaos for Technicians

Tekmetric's digital job board gives technicians visibility into what's coming and what's already in the shop. That visibility reduces chaos and gives technicians input on dispatching decisions.

"They look ahead and will ask the dispatcher, 'Hey, why don't you let me diagnose this one before I do that one?'" Braker said. "That's definitely streamlining it — having their input on the dispatching of the work."

The parts notification feature prevents wasted movement. Technicians receive a notification on their phones when parts arrive, which keeps them from pushing vehicles in and out of bays unnecessarily.

"They get the little ding on their phone, and 'Hey, my parts are here,'" Braker said. "That kept us from wasting time pushing a car in and out because they know the parts are up front."

The KAR Shop is also training technicians to handle their own estimating on primary concerns. In the past, that would have created chaos. With Tekmetric's integrated labor guides and Parts Tech, technicians can look up parts and build estimates without slowing down the shop.

"In the past, we couldn't have done that either," Braker said. "Tekmetric helped a lot there, too."

Building a Culture That Keeps People

The KAR Shop recently won Tekmetric's 2026 Shop Excellence Award for Best Shop to Work For. This recognition reflects a deliberate culture designed before the shop even opened.

"When Jack and I originally planned this back in 2002 and 2003, we spent two or three years planning it, designing the culture we wanted, and what we wanted to do," Keith said. "We've always stuck with that. We wanted to be a family place."

The shop also has a focus on benefits that money can't buy. When a technician needed time off for a family tragedy, the shop paid him to stay home until he was ready to return.

"He'll be a better employee when he comes back," Keith said. "And his wife will probably never forget it."

The hiring process reflects the same priorities. When The KAR Shop interviews a candidate, they send the person to lunch with the entire team without the owners present. If the team says the candidate won't fit, the shop doesn't hire them, even if the resume looks good.

"We've hired people that were turning 50 or 60 hours a week, but everyone else was mad," Braker said. "Not because of the hours — it was the attitude, the drama they caused. It's just not worth it."

The strategy works. One technician just hit 15 years with The KAR Shop. When dealerships try to poach technicians, employees don't ask about pay anymore. They ask whether the dealership offers a 6 a.m. to 2 p.m. schedule, time off for trick-or-treating with their kids, and support during family emergencies.

Maintaining a 4.8-Star Reputation

The KAR Shop has almost 1,000 Google reviews and a 4.8-star rating. That reputation didn't happen by accident.

The shop uses Tekmetric Marketing to request reviews. The platform links customers directly to their Google accounts, which makes leaving feedback fast and easy.

"That really helps when they get a request for a review that links them directly to the Google account they're already logged into," Braker said.

Advisers ask for reviews at pickup, and some go further. One adviser tells customers, "Now, I can count on you leaving us a five-star review, right? I'm going to look in the morning and make sure you leave me a review."

The reviews keep coming because the shop delivers accurate estimates and transparent communication. Customers rarely get surprise calls asking for more money because the labor guide integration ensures estimates are accurate from the start.

"Having the labor guide integrated, giving us accurate estimates, and being able to automatically ask for a review — I think that helped a lot," Braker said.

Looking Ahead

The KAR Shop is planning to grow. The area within five miles of the shop is adding 250 residents per month, and it is an opportunity to scale the business without losing the culture they've built.

They expect Tekmetric to keep up with that growth.

"We're expecting you guys to keep up with technology," Braker said. "We're expecting you to keep up with AI, keep up with any new technology, keep watching the suggestion board."

Braker wants to see Tekmetric continue consolidating tools into one platform. The shop already uses Tekmetric for shop management, payments, and marketing. The goal is to eliminate the need for multiple subscriptions and keep everything under one roof.

"You guys are consolidating it all into one package, which makes it really handy," Braker said. "Everything is consolidated, and we don't need to do anything else."

The shop's message to other independent operators is clear: if you're not on Tekmetric, you're falling behind.

"This is the future for an independent auto shop," Braker said. "Everybody else is light-years behind where Tekmetric is."

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Parker Branch grew ARO from $583 to more than $1,000 with Tekmetric’s inspection tools and streamlined workflows

Parker Branch started Branch Automotive with a two-bay emissions testing station and one guiding principle: earn trust through clear communication. Today, his 14-bay diesel specialist shop runs on that same principle — backed by results that earned him Tekmetric's 2026 Shop Excellence Award for Sustained Growth.

The path from solo technician to award-winning shop owner didn't involve shortcuts. Branch built systems that freed his Highlands Ranch, Colorado, team to focus on two things: fixing diesel trucks and helping customers understand exactly what's happening under the hood.

Starting with a Strategy

Branch worked in dealerships and independent shops for more than 20 years before opening his own business during the 2008 financial crisis. He knew attracting customers to a new shop would be the hardest part, so he opened a diesel emissions testing station in Colorado to get trucks in the door.

“I thought, if people come for emissions testing, I can talk to them about their trucks,” Branch said. “I could show them my background, my training, and hopefully convert them into service customers.”

He stood on County Line Road in Highlands Ranch with handheld signs on slow days, waving at diesel trucks to advertise the new testing station. He even built a basic website with a $300 Google Ads budget. The phone didn’t always ring in the beginning, but word of mouth from 15 years of working in the area started bringing customers through the door.

Growing Through People and Process

Within months, Branch realized he couldn’t answer phones, run the dynamometer, fix trucks, and manage the business alone. He hired a helper who could share emissions testing duties. Then he hired a second technician to use the other bay. Eventually, he brought on an office manager who had worked with him at a dealership.

By 2012, Branch Automotive was generating $850,000 in revenue from two bays while charging $80 per flat-rate hour. The problem was Branch had been running the entire operation without shop management software and no clear understanding of margins or labor rates.

“I was shooting from the hip,” Branch said. “I didn’t know what I was doing with pricing.”

He invested in his first shop management system, which gave him visibility into parts ordering, cost control, and performance tracking for the first time. Through industry training programs, Branch learned how to use software to understand his business.

“That was revolutionary,” Branch said. “I could finally see what was happening.”

In 2014, Branch bought an eight-bay AAMCO facility down the street for $1.2 million and moved the business into a space that could support real growth. With more bays came more technicians, more advisers, and more need for systems that could keep everyone aligned.

Finding the Right Platform

As Branch Automotive grew, Branch kept looking for tools that would streamline operations and remove friction. He tried different platforms over the years, but the process always required advisers to flip between screens and manually create sub-estimates for every finding marked on an inspection. The workflow slowed down his team.

When Branch heard about Tekmetric’s reporting capabilities and the one-click feature that creates a sub-estimate for every yellow or red finding on the inspection, he knew it was time to make a change.

“That feature streamlined everything,” Branch said. “It creates a bucket for every finding, and the adviser just cruises right down through them. The process got faster, and we could handle more work without adding friction.”

Branch Automotive switched to Tekmetric two-and-a-half years ago, and the decision paid off immediately.

“It’s definitely been the right decision,” Branch said. “It’s an improvement for us.”

How Digital Vehicle Inspections Drive ARO Growth

Branch Automotive’s average repair order was $583 before adopting Tekmetric. Today, it sits over $1,000, with many months pushing toward $1,300. When emissions testing is removed from the blended calculation, the shop’s ARO is about $2,700.

Branch attributes the 77% increase in ARO directly to consistent use of digital vehicle inspections and the systems Tekmetric provides to make sharing those inspections seamless.

“There’s a direct correlation between using Tekmetric and the results we’ve seen,” Branch said. “If you’re using the tool right and following through with the 300% rule, the numbers will move.”

The 300% rule is an industry standard: 100% of vehicles should be inspected, 100% of findings should be estimated, and 100% of estimates should be shared with the customer. Tekmetric’s DVI platform makes that process efficient and repeatable.

Branch’s team follows strict internal standards for how many photos and videos to include in each inspection. They document both good and bad components to give customers a complete picture of vehicle health. Every finding includes clear verbiage explaining what the issue is, why it matters, what should be done, and what happens if it’s deferred.

When the inspection is complete, advisers send the customer a link and ask them to review it before calling to discuss it together. If the customer is in the shop, advisers use monitors that pivot so they can walk through the inspection side by side.

“We train advisers to address the primary concern first, then talk about overall vehicle health,” Branch said. “We ask them not to jump straight to pricing. If you tell someone it’s going to be $2,000 for the repair they came in for, they stop hearing anything else you say. We talk about the general health of the truck first, then we can discuss what needs to be done now and what can wait.”

For a diesel shop where repairs can be complex and expensive, that level of transparency builds trust. Customers can see what’s happening with their trucks and make informed decisions about what to fix.

“We’re not trying to sell them something they don’t need,” Branch said. “We’re showing them what we found and letting them choose. That’s what the DVI does.”

Tracking Performance and Coaching the Team

Tekmetric’s reporting tools give Branch visibility into metrics that matter.

“I can look at each adviser and see where they are on those numbers,” Branch said. “If someone’s close ratio is lower than the rest of the team, that tells me they need some help. Maybe they need training. Maybe they’re not following the process.”

That data helps Branch identify which advisers to put into performance coaching programs to give them the tools and peer support they need to improve.

The inspection reporting also shows Branch how many inspections each technician completes and how thoroughly they document findings. If one technician has significantly more green findings than the rest of the team, it’s a signal to check in and see if they need retraining on the shop’s standards.

“It’s not cookie-cutter,” Branch said. “But over time, you can see patterns. Tekmetric makes it easy to see those patterns and take action.”

Investing in the Team

Branch closed the shop and brought his entire team to VISION this year to make sure they got the same training and motivation he receives when he attends industry events.

“I used to go to trainings and come back with a list of ideas,” Branch said. “Some of it would get implemented, and some wouldn’t. I realized my employees needed to have that same experience. They needed to be there, not hear it secondhand from me.”

Everyone chose the classes they wanted based on their career goals. Some focused on improving their technical skills. Others explored leadership development because they’re interested in eventually owning a shop or moving into management.

Branch believes providing a development path is essential to maintaining a strong team culture. Employees want to feel like they’re growing and improving, not just stuck in a position with no future.

“It’s human nature,” Branch said. “Everyone wants to feel like they have a path. Training and growth opportunities are part of how we keep people engaged and proud of what they do.”

Weathering Economic Challenges and Looking Ahead

Branch isn’t chasing numbers just to chase numbers. He’s focused on maintaining culture, delivering great customer experiences, and making sure his team feels proud of the work they do.

“You can get caught up in the numbers and it starts to take the fun out,” Branch said. “We’re focusing on the customer experience and being happy. Most of us here like fixing stuff. We feel good when we’re successful and the customer is happy.”

Behind the scenes, Branch is working on strategies to bring more customers through the door. But the systems are in place. The team is trained. The tools work. When traffic picks up, Branch Automotive is ready.

The Advice for Other Shop Owners

Branch won Tekmetric’s 2026 Shop Excellence Award for Sustained Growth because his ARO trajectory reflects years of deliberate decisions about how to run the business. He didn’t get there by accident.

“If you’re a shop owner sitting at $500 or $600 average repair order thinking that’s just the nature of your market, you’re wrong,” Branch said. “The tool is there. The process works. You just have to use it.”

For shop owners considering Tekmetric, Branch’s advice is simple: look at the reporting, look at the inspection process, and see how easy it is to track performance at the adviser level.

“Let me show you the reporting,” Branch said. “Let me show you how we look at average written, average repair order, and close ratios for each adviser. The tool makes it so easy to see where the opportunity is and who needs coaching.”

Branch knows changing systems isn’t easy, especially for a mature business. But he’s always been willing to make changes that streamline operations, reduce friction, and help his team perform better.

“Tekmetric makes it easier to do the things we were already trying to do,” Branch said. “The inspection process is faster. The reporting is better. The sub-estimate feature saves time every single day.”

After two and a half years on Tekmetric, Branch has no regrets about making the switch. The results speak for themselves.

Frequently Asked Questions

What results did Branch Automotive see after switching to Tekmetric?
Branch Automotive increased average repair order by 77%, from $583 to over $1,000, with actual repair work averaging $2,700 when emissions testing is excluded. The shop processes 10,000 to 15,000 digital vehicle inspection images and videos per month and won Tekmetric’s 2026 Shop Excellence Award for Sustained Growth.

How does Branch Automotive use digital vehicle inspections to increase ARO?
Branch Automotive follows the 300% rule: inspect 100% of vehicles, estimate 100% of findings, and share 100% of estimates with customers. The team documents both good and bad components with photos and videos, includes clear explanations for every finding, and uses Tekmetric’s one-click sub-estimate feature to create estimate buckets for each yellow or red inspection item.

What made Branch Automotive choose Tekmetric?
Branch needed better reporting capabilities and a faster inspection-to-estimate workflow. Tekmetric’s one-click feature that creates a sub-estimate for every yellow or red finding eliminated the manual process of creating individual estimate buckets. The platform also provides detailed reporting on average written, average repair order, and close ratios by individual adviser.

How does Branch Automotive train advisers to present estimates?
Advisers are trained to address the primary customer concern first, then discuss overall vehicle health before talking about pricing. They send inspection links to customers for review before discussing repairs, and use pivot monitors to walk through inspections side by side with in-store customers. This approach prevents sticker shock and builds trust through visual evidence.

What metrics does Branch Automotive track in Tekmetric?
The shop tracks average written, average repair order, and close ratios for both the shop overall and individual advisers. Branch also monitors how many inspections each technician completes and how thoroughly they document findings to ensure consistent quality standards across the team.

About Branch Automotive

‍Branch Automotive is a diesel specialist shop in Littleton, Colorado, serving customers with Cummins, Duramax, and Powerstroke repairs. The shop operates eight bays with a team that holds more than 100 years of combined technician experience and includes GM World Class Master certification, ASE World Class technicians, and Ford factory-trained diesel mechanics. Branch Automotive is one of the few Colorado-certified diesel emissions testing facilities in the state.

About Tekmetric

‍Tekmetric is a cloud-based shop management platform built for independent auto repair shops. About 15,000 shops use Tekmetric to increase revenue, improve efficiency, and deliver better customer experiences through digital vehicle inspections, streamlined workflows, and real-time reporting. Learn more at tekmetric.com.

‍Overview

Main Street Auto, a growing network of community-rooted automotive shops, has expanded rapidly under the ownership of Northern Rock – from 6 locations in 2022 to over 115 by late 2025. But growth hasn’t come at the cost of local flavor.

Main Street Auto doesn’t believe in one-size-fits-all. Their model is built around acquiring trusted neighborhood shops and letting them keep what makes them special while supporting them with systems that work at scale.

They found that platform in Tekmetric.

‍“Tekmetric has built an auto repair platform that anyone can use, whether you’re running a single location or managing a multi-store operation, and it comes packed with features and flexibility.” — Austin Reid, Director of Systems, Main Street Auto

The Challenge

By mid-2023, Main Street Auto had grown to 41 locations. But their shop management system wasn't keeping up. As new shops joined the network, many arrived with outdated, server-based tools that made it harder to unify operations, standardize reporting, and deliver a consistent guest experience.

Main Street Auto was looking for:

• A modern, cloud-based platform that could roll out smoothly across different shop formats
• A way to give shops the freedom to operate locally while maintaining network-wide visibility
• Flexible reporting and integration options to bring financial and operational data into one view
• A long-term technology partner who understood the unique needs of both independent shops and multi-location operators and could support the magnitude at which Main Street Auto was moving

The Solution

Main Street Auto selected Tekmetric in June 2023. The platform’s combination of intuitive design, robust feature set, and enterprise readiness made it the clear choice.

Benefits at every level:

• Service advisors and technicians enjoy a modern, easy-to-learn interface that speeds up workflows and improves customer communication.
• Local managers have the freedom to tailor services to their market, without losing process alignment.
• Corporate leaders gain visibility across all locations with real-time data, custom financial reports, and API-driven insights.

“Tekmetric gives us the freedom to make the platform whatever we need it to be. That flexibility is important to us because we operate general repair, tire, express, and heavy-duty shops.” — Austin Reid, Director of Systems, Main Street Auto

The Results

Tekmetric is now the central platform for more than 100 Main Street Auto locations across the U.S. from general repair and tire shops to express lube and heavy-duty facilities. It enables consistent operational execution, while giving each shop the tools and autonomy they need to serve their community.

The result: a single, flexible platform that supports growth, simplifies operations, and helps every shop put its best foot forward.

“Tekmetric makes it simple to present everything to the customer in a transparent, easy-to-understand way. That combination of ease of use and trust really improves ticket development and boosts ARO.” — Austin Reid, Director of Systems, Main Street Auto

What’s Next

Main Street Auto continues to grow rapidly, onboarding new shops, expanding into new regions, and refining its MSO playbook.

With Tekmetric, every new location is brought into a platform that supports community-driven service at the shop level and clear, centralized control at the corporate level.
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Looking ahead, the team is also planning a transition from Shopgenie to Tekmetric Marketing, bringing customer engagement and shop operations under one roof. The goal: a true all-in-one platform to run the business and build lasting customer relationships.

“Tekmetric understands the magnitude at which we’re growing, and I’m 100% confident they will help us keep scaling rapidly.”  — Austin Reid, Director of Systems, Main Street Auto