Diagnostic_Process_Guide - 18

ESSENTIAL TOOLS

Beyond the repair

Leverage scan tool documentation and features to connect with customers.
by Sara Scullin, Editor
ferrantraite/Getty Images

S

can tools are a vital part of the
diagnostic process, and these
tools have come a long way in
the past decade or so.
From simple maintenance procedures
such as identifying codes and performing resets, to advanced programming and
ADAS calibrations, the use of scan tools
is not only recommended, but essential.
The features and functions available
on today's scan tools don't stop at the
vehicle diagnosis. Rather, scan tools and
scan tool software now go a step further
by logging data directly into a customer
file and helping technicians provide
very thorough - and revenue generating
- service. They help to connect technicians with their customers, verify repairs,
keep track of maintenance, and earn
repeat business.
When weighing various scan tools to
purchase and the associated ROI, it pays
to look at vehicle coverage features and
diagnostic functions ... of course; today's
tools now offer functions like built-in
TPMS, the ability to do J2534, key programming options, remote diagnostics,
and ADAS. Even so, technicians should
also consider features that help to document and share repair information with
other technicians in the shop, as well as
with their customers.
Here's a look at how documenting
and reporting functionality can " close the
loop " in a successful repair experience.

SHARING DETAILED INFORMATION
A number of diagnostic products offered
today allow technicians to share diagnostic repair information with customers
in an easy-to-understand format. For
example, Launch Tech USA's X-431 professional diagnostic tool family (includes

18 I Diagnostic Process I December 2020

X-431 Turbo, X-431 Torque, and X-431
Throttle) feature a Vehicle Health Report
function that allows for digital sharing
with customers, as well as gives the shop
and technician the ability to print a hard
copy report for customers. Both prescan reports and post-scan reports are
prepared for each repair.
Documentation such as this goes a long
way to bring customers peace of mind with
their vehicle.
" The reports bring all issues and
concerns to light in easy to follow, summarized detail, " says Rogers Thiamthat,
director of North America at Launch Tech
USA, regarding the company's Vehicle
Health Reports.
Repair documentation helps customers understand their vehicle problems
in an often " too technical " automotive
repair world, Thiamthat says. He adds,
this additional information can remove
the notion on the customer's part of a
" bait and switch " tactic - meaning what
they originally thought was an issue versus what someone without a professional
diagnostic tool says might be an issue.

NO ROCK LEFT UNTURNED
Sharing brief, easy-to-navigate details

regarding the repair process with customers may even uncover issues that were not
initially identified.
Launch Tech's Thiamthat believes
this lets customers make the best decision possible to solve any and all vehicle
problems and avoid comebacks.
" There may be cases where customers
might not opt to repair right away, even
[after learning and understanding information presented in] the Vehicle Health
Report, " Thiamthat says. " [The report],
however, at least keeps customers aware
of known issues and they can be proactive
in getting everything in order. "

REACHING OUT ... WITHOUT
SACRIFICING PRODUCTIVITY
One factor that often prevents businesses from going the extra mile to share
detailed information with customers is
the notion that it takes additional time
and takes workers away from the primary
task. However, that doesn't have to be
the case.
Snap-on Diagnostics offers pre- and
post-scan reports with their products.
The information can be uploaded and
shared close to real-time, without as
much as a phone call.
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