I am working around the average estimate that a tech or advisor is coming up with as a average. I am trying to figure out who is doing better inspections and estimating. Also wanting to see close ratio on jobs for techs and advisors. Would love to know how you guys are getting the data that is not ticket by ticket.
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Hey Zach,
This is something I’ve recently been working on extracting as a KPi.
I made a change in process for our techs and SA’s to make sure any recommended work the tech found was assigned to that tech when the service block was created on the estimate for it.
In other words if our tech Joe suggested and quoted an oil pan gasket, we would make sure they are assigned to that oil pan gasket quote on that labor line as soon as we created it.
That helped me get more data and individually figure out what techs are quoting.
I used ai with some of the exported SM reports to do this
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Hey @ZachHaver, jumping in from the Shopmonkey side here.
Tech close rate is a totally valid thing to want visibility into, the challenge is our reporting doesn’t make it easy to pull cleanly right now. Part of that is just the nature of ARO mixing “customer pay” and “upsell” work together in our reporting, so tying dollars directly back to a tech gets messy pretty fast without some extra legwork.
What tends to work better in the meantime is watching trends. If you pull up Vehicle Inspections Summary and look at finding Avg. Finding% as compared to the inspector’s(technician’s) ARO you can usually get a pretty clear read without going ticket by ticket:
High findings + high ARO → tech is doing their job, advisor is selling it
High findings + low ARO → work is being found but not sold
Low findings + low ARO → inspections probably aren't being taken seriously
On the advisor side you’ve got a bit more to work with natively. I’d start with the End of Day report and Service Writer Performance and focus on these together:
ARO → are they building big enough tickets
Billed hours per RO → are they actually getting the work sold and on the lift
Discounting behavior → are they giving it away to close
Close rate → how much of what's quoted is converting
Once you’re looking at those together the picture comes together pretty fast.
Now this is just my take, but I want to call out what @Highline.Dave shared because I think it’s really the foundation that makes any of this reporting meaningful in the first place. Assigning the tech to the labor line at estimate creation is what creates the data linkage you need downstream. And same idea with DVIs. When those workflows are actually being enforced the data you’re pulling starts to mean something, and that’s when the trends become useful.
If you reaaally wanted to go deeper, running AI on exports like Line Item Detail, Deferred Work and All Orders can help you answer who found this, did it get approved, what did it turn into, without a ton of manual work.
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I believe if their was a way to attach the technician that closed the inspection to the total estimate of that ticket would be what I am looking for. This will show how well the technician is inspecting the vehicle. As far as doing the job I am not as concerned as that is tracked. And I talked a little today with @Highline.Dave today.
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