A speaker during July's Aftermarket e-Forum predicted that independent repair facilities will soon go the way of the dinosaur because we're not investing in the technology required to survive in this complex industry.

While his prediction was extreme, he was correct in saying too many shops have been painfully slow - even resistant - to reap the benefits technology offers.

Unfortunately, his statement is accurate. I have advocated for years that "information fixes cars," and my partner and I have set up our shops to put as much information as possible at each technician's fingertips. In addition to a telephone and voice mail, every bay is equipped with a computer that gives technicians instant access to our shop management system, repair information on Mitchell and ALLDATA, the Internet (high-speed), parts cataloging and e-mail.

Whether a technician needs to review a customer's service history or retrieve a wiring diagram, it is done with the click of a mouse in the bay. Because all of the computers are networked, no time is wasted walking across the shop to stand in line at a shared computer - or worse, to a bookshelf filled with expensive, outdated manuals.

We maximize access to information and minimize communication barriers. This increases our efficiency and accuracy, allowing us to repair more cars properly the first time and to do so more quickly. All of this adds up to improved customer service, which is key.

Shop connectivity doesn't happen overnight, and it isn't easy. Our system has evolved constantly since we first networked three computers (the max at the time) in the early 1990s, but we've seen the increased benefits every step of the way.

With the installation of a 12-terminal network in 1994, we were introduced to the vision of seamless communication between the shop management system, shop equipment and diagnostic tools. We've promoted this concept - now known as i-SHOP - for nearly 10 years, and we're finally on the threshold of this becoming a reality. While each of our computer networks has grown to nearly 25 terminals, our management software only interacts with one parts ordering and one repair information system. Although the engine analyzer and alignment rack are i-SHOP compatible, our management system is not.

We're eagerly awaiting the connectivity that will enable us to enter an RO number into the alignment machine and have it automatically access customer and vehicle records and to store the alignment angles in customer history. This will save time and increase accuracy, add credibility at delivery time and provide a starting point if the vehicle comes back. Saving diagnostic data in a customer's history would be incredibly valuable as well.

To the repairers who have scarcely begun to introduce technology into the shop, start immediately. To the software providers, offer us maximum flexibility with your products and package them so the benefits are obvious. The most successful companies will be those willing to break down proprietary walls and offer us products that interact with multiple lines of information systems, parts software, suppliers, shop equipment and diagnostic tools. The key is giving us the flexibility we need to operate our businesses as efficiently and effectively as possible.

The bottom line has been and always will be: Take care of your customers and they'll take care of you.

Mike Starovich is president and co-founder of C&M Auto Service Inc., a premium provider of automotive maintenance, repair and detailing services with locations in Glenview, Ill., and Vernon Hills, Ill. Both locations are ASE Blue Seal of Excellence facilities, and the Vernon Hills facility is a AAA-approved repair location. The company is also a member of the Automotive Service Association, the Bumper-to-Bumper Dealer Network, the GLMV Chamber of Commerce and the Glenview Chamber of Commerce.

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