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The future of IT in the collision repair industry? I’m ready.

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By Brian Robertson

At Service King, we are obsessed with providing excellent customer service, as you might guess from our name. That means when customers bring their damaged cars to our shops, we make the repairs as meticulously and quickly as possible, so those customers are back on the road in no time.

But that was getting harder and harder to do. The problem was our management solution, a mission-critical application used every day by our 2,000 employees in all 245 of our shops. Because we had an older IT infrastructure that caused performance bottlenecks on the network, the application often timed out. And, unfortunately, that meant customers were waiting longer for their cars to be fixed and delivered back to them.

Another challenge? Our service advisors need strong WiFi coverage and capacity when they’re out in the shop working on a car. But because our previous wireless was so limited, those advisors often had to write down estimates and then go back inside the office to enter the data into the system. Once again, that caused longer customer wait times.

Getting Customers Back on the Road Faster

We knew we had to find the right technology vendor to partner with, and Dell fit the bill perfectly. Dell offered the right mix of performance and technical support, and they also understood our need to keep moving forward with the latest technologies. They worked closely with us to upgrade our network from 1GbE to 10GbE by implementing a completely new infrastructure based on Dell wired and wireless networking technologies, Dell PowerEdge servers with the Intel® Xeon® processor E5 family, Dell Compellent  storage with Intel® Xeon® processors, and Dell services and support.

The key in all of this is that we can get customers their cars faster. They’re back on the road quickly, and they’re happier with the service we’re providing.

Moving Forward Step-by-Step with Dell

In the next few years, we know we’ll need an IT infrastructure that can support more than 500 collision repair centers, and we have that with Dell. We’re confident that Dell will continue to move at our fast pace. So if we need to get 10 new shops up and running over a weekend, we know Dell will help us do it without any trouble. We can also count on Dell to provide technology that always adapts to our future needs. We’re really proud of the service we provide to our customers, and we can’t wait to bring that to even more customers. Dell will be with us every step of the way. 

Read more about our story here.

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