Automakers introduce digital tools to raise transparency and accuracy of service centres

You know what depresses me?

Car repair bays.

For some reason, while the rest of the world has moved on and entered the 21st century, automotive service centres — including comparatively deep-pocketed dealerships — have largely remained steeped in the mechanical age.

Grimy floors. Outdated tools. Low-tech personnel. On a list of potential facelift candidates, garages would rank pretty high.

But that may change soon, if German automakers have their way.

Audi recently announced the introduction of an early reiteration of a “robot mechanic” for its dealerships. Called the Audi Robotic Telepresence, the contraption will serve as the technician’s digital helper and will also connect dealerships directly with automakers.

Before you go Roy Batty, ART is not quite a human-like android.

Rather it’s a mobile, remote-controlled interface fitted with multiple cameras, microphone and speakers. The device can be operated by Audi technical assistants from its Virginia headquarters and will be used to help on-ground mechanics with complicated diagnosis and repairs.

ART’s cameras can also reach into hard-to-get areas of vehicles, easing some of the burden and risks of garage doctors.

Audi claims that the robot mechanic will improve speed and accuracy of service, and ultimately build more customer satisfaction.

The company is currently testing ART in 18 dealerships across the U.S. and intends to roll it to 100 stores, about a third of its dealership footprint in America.

The development is only the latest from Audi, a company that seems to be on a mission to change the repair and service experience.

A couple of years ago, the Bavarian luxury leader introduced its Audi Cam service across its British dealerships.

The concept is pretty simple. You take your car to an Audi dealer, a mechanic captures the diagnostic process on video, and sends you a link through which you can watch the clipping, which includes a full explanation of the work required. If you like what you see, you simply authorize the repair through the link.

The move directly addressed the trust issue that has plagued the automotive aftermarket since Ford started rolling them out by the thousands from its factory floors.

Hundreds of surveys over the years have shown that customers do not have a lot of faith in mechanics, but feel that they have no other option than to believe them given the complexity of fixing a car.

Audi Cam makes the process as transparent as possible, making it very clear to customers why a certain repair job needs to be performed.

Other automakers are taking the Google Glass approach, relying on augmented reality, in which digital information is superimposed to real world (live or otherwise) images to help their technicians and customers.

BMW has been developing this technology since 2009 for its service shops. Just like Google’s wearable device, the Munich-based vehicle maker goggles would visually highlight repair schemes for mechanics, providing directions on which part to remove or install, and which tool to use.

Audi’s parent company, Volkswagen, has something similar but far more functional in the works. Instead of a wearable device, VW technicians can point tablets fitted with special software under the hood and receive on-screen digital directions. Unlike BMW’s work in progress, VW’s approach is already hitting dealerships across Europe.

Independent tech companies are taking these digital aids a step further. For instance, Italian firm Inglobe Technologies wants to bring augmented reality to the masses through an app that would allow the average car owner to perform their own minor maintenance such as fluid levels, battery health, tire changes.

Beyond the higher levels of accuracy and transparency, these service bay developments have serious implications for business. Dealers are already far more competitive in pricing than they used to be and are finding new ways of taking away business from independent garages and service chains.

Once these technologies hit the mainstream, they are likely to further attract tech-savvy customers, who might find the neighbourhood garage incredibly outdated.

Also, increased digital presence will allow dealers to do quicker service and will open up their personnel to provide a more consultative, as opposed to directive, experience to customers.

Instead of telling the customer what they need to fix, these technical consultants will walk vehicle owners through the diagnostic process and return some of the decision power to them.

And, just like telematics and infotainment systems, these technologies will threaten the small mom-and-pop shops.

A Mr. Lube may have the financial wherewithal to at least match up to dealers, but the neighbourhood technician will be relegated to more mechanical work and most likely end up working with very old cars — or go out of business.

But, that’s still some ways down the road. The digital helpers may be here, but it may take a while for them to inherit the service garage.

Kumar Saha is a Toronto-based automotive analyst with the global research firm Frost & Sullivan. Email: wheels@thestar.ca



