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Remote Expert Support Helps Keep Business In-House for Oregon Shop

Remote Expert Support Helps Keep Business In-House for Oregon Shop

West Hills Collision Center

PORTLAND, ORE - Aaron Kipp vividly remembers the day the Opus IVS DriveSafe tool arrived at West Hills Collision Center in Portland, Ore, where Kipp is the operations manager. The shop was just finishing up repairs to a Nissan Murano convertible that had required pulling one of the side airbags from a door.

“We get it all put back together, and I’ve got a blinking airbag light on the dash,” Kipp said. “We plugged it into one of the aftermarket scanners that we had here at the time. It didn’t read any DTCs. I just had received that Opus scanner that morning so I got it set up, and we had an Opus mechanic on the other end, to do an IVSTrue-OE Nissan scan. The next thing I know, he calls me and said, ‘You’re all good to go.’ We unplugged it and let the customer know the car was ready. Before, we would have had to get that car to a dealership, or have our airbag guy out to reset it. Opus saved me on a day the car was done. That’s worth its weight in gold.”

Founded in 1985, West Hills Collision Center is one of two Portland area shops owned by Don and Colleen Blazer. Each are about 13,000 square feet, and the two locations combined have about 25 employees processing about 180 repair orders a months. While the vehicle count at the locations are similar, the mix of work differs, with the second location tending to repair more trucks and harder hits. Each location has two detailers, enabling the shops to pre-wash vehicles prior to repairs. Both locations spray BASF’s Glasurit paint line.

“It looks great, and we have great painters at each location,” Kipp said. “The painter at this location has been here since 1985.”

Kipp, who has more than two decades of experience in the industry, joined the company in 2021 after a local MSO where he was working as corporate training manager was acquired by a larger operation.

“I’d worked for Don for a couple years a long time ago, and they were always good to me,” Kipp said.

He said his experience at other collision repair businesses has made him a “big fan of third-party remote scanning,” because “it keeps us from having detailers drive to dealerships all over town with customer vehicles that can now just be done in-house.” Opus IVS DriveSafe sets itself apart because of its seamless integration with the CCC ONE estimating system.

“The system we used at my previous employer didn’t have that, and that added a layer of work for us,” he said. “Making sure the scan documentation was with the job file was a hassle.”

The one-on-one phone interaction with technicians through IVS 360 Support from Opus also eliminates miscommunication about exactly what you want for each vehicle – an IVSTrue-OE authentic OEM scan and report run by Opus IVS expert technicians using OEM-licensed software, or a more economical aftermarket “QuickScan,” which offers aftermarket scan results in just 2 to 4 minutes. Both are available through the same device. The IVSWizard 2.0 will be introduced in spring, 2022.  It uses a decision tree and shop profile to recommend the right type of scan to the shop based on the vehicle’s technology, damage and the shop’s OEM  certifications.

 “The IVSTrue-OE pre-repair scan documentation includes all the information I want upfront, including stuff we can’t see, like whether a seatbelt pretensioner has gone off,” Kipp said. “Does this car have blind-spot detection? Do I have to take the mirror off? What if it has 360-view? How many key cycles have there been since this light turned on? Oh, this thing has been on for three years. You get that information. It shows for this Honda scan we need a full tank of gas and to do an alignment in advance. That’s less information I need to search for.”

The new DriveSafe with IVSTrio includes IVSTrue-OE, IVSQuickScan and IVSRepair to complete a “trio” of features. IVSRepair is full aftermarket multi-brand diagnostic software that includes lives data, bi-directional controls and ADAS calibration functions.  Additionally, the new DriveSafe includes IVSMap ADAS Blueprint. It provides a list of ADAS systems on the vehicle, calibrations and targets required, estimated time to calibrate systems, service information links, ALLDATA trouble code service information lookup by DTC, Opus IVS repair suggestions by vehicle and technical notes.

Kipp said perhaps the biggest advantage to using Opus DriveSafe involves the shops’ interactions with its customers.

“An aftermarket scanner might read only 25 of the 27 modules, and when that customer goes to the dealer the next time for maintenance, they’ll get asked, ‘Oh, you had your door off at some point,’” Kipp said. “You’re just saving yourself embarrassment with an OEM scan. I like to be able to tell a customer, ‘We worked on your brand new Subaru. We test drove it. But I also ran an OEM Subaru scan on it, and an ASE-certified mechanic on the other end is giving you a clean bill of health. So you should be fine.’

garrett Wilson and Aaron Kipp-1

Photo: Aaron Kipp (right), operations manager for West Hills Collision Center in Portland, Ore., with Garrett Wilson, manager of one of the company’s two shops.

About Opus IVS

Opus IVS is the Intelligent Vehicle Support division of Opus Group, formed through the merging of industry-leading companies DrewTech, Autologic, Farsight, BlueLink and AutoEnginuity to develop innovative automotive solutions for more than 50,000 repair shops and dealerships worldwide, giving them the confidence to get the most complex vehicles back on the road safely and fast. Opus IVS develops industry-leading OEM endorsed diagnostic technology with over 60 patents pending related to remote flash programming, pre- and post-repair scanning, remote technical support, ADAS calibrations and vehicle network technology. The Opus IVS remote technical support connects the shop with 100+ brand-specific Master Technicians to help interpret trouble codes, review OEM service procedures and provide diagnostic assistance directly through the tool. Opus IVS is a division of Opus Group, which has over 2,600 employees, 34 offices globally and connects to 30M vehicles per year for OBD testing.

Learn more about DriveSafe™ and ScanSafe™ at: https://www.opusivs.com/products/collision-solutions