X50 Conference

Collision Training on ADAS, EVs, Total Losses and Phone Skills at ASA’s X50 Conference

The recent ASA X50 Conference & Expo offered more than 50 live training sessions, including five classes specific to collision repair professionals.

“Our engaging platform will provide attendees with an inviting experience to learn from and interact with instructors, sponsors and their peers in a way that uses technology to strengthen their networks and build their industry knowledge,” said ASA Executive Director Ray Fisher.

GM’s John Eck and Chris Blackmore presented “GM Driving Technology: Advanced Technologies in ADAS and the Impact to the Repair Industry,” stressing the importance of scanning and calibrations and providing updates on GM’s Collision Repair Network processes.

“[GM has] planned over 20 new models in the coming years to move to an electric vehicle fleet,” Eck said, noting regulations, safety expectations and ADAS features have influenced changes in the industry. “And that’s exciting times, but it also presents a mound of problems and issues for our industry that we have to resolve.

“Gas regulations required lighter vehicles, while also enhancing safety expectations,” Eck explained. “Safety is king, and customers are continually looking for safety options to protect their occupants and the investment they’ve made. That requires a change in how vehicles are built and the technology offered on them, including the creation of new ADAS systems. More features being added to vehicles, forcing evolutionary change. The goal is a world with zero crashes, zero emissions and zero congestion.”

Eck discussed the importance of scanning and calibration as it pertains to vehicles equipped with ADAS, including how to access GM’s calibration documents.

Blackmore then discussed the changes GM is making to its collision repair network processes, which includes benchmarking industry competitors, soliciting feedback from dealers and the collision industry, and collaborating cross-functionally with Global Aftersales Engineering, CCA Collision Wholesale Dealer Channel and Production Engineering.

“There’s no compromise when it comes to safety,” Blackmore concluded. “OEM repair procedures must be used 100% of the time, but the industry should stay close to the OEMs since technology is changing rapidly.”

Roger Cada of Accountable Estimating LLC presented “Estimation, Education and Documentation that Drive Bottom Line Results.”

“The facts of the loss are critical because they tell you what damages are on that car… Since COVID, you’ve become the eyes and ears for the insurer, impacting the estimate and if it starts off wrong, it will never end up right,” Cada began. “And the process begins when you first talk to the customer and get the facts of the loss so you can write the most accurate estimate every time.

“We have to build evidence through documentation,” Cada continued. “It’s critical that we capture the evidence well so we can properly assess the damage and have an outcome that actually restores it to its pre-accident condition. The evidence you’ve collected also justifies your charges, preventing insurers from saying no. But once you start repairing the vehicle, the evidence isn’t there, so you need to collect it at the very beginning.”

Cada proceeded through a stepby-step breakdown of the documentation required to provide evidence justifying the repairs performed, such as pre-scans, clear images, measurements and test drives.

“Audi North America: EV and Evolving Technology,” presented by Audi’s Mark Allen, focused on the OEM’s progress towards an electric fleet.

Discussing high voltage awareness and training, Allen stressed, “Everyone in our dealerships and our collision network has to be trained to know and identify EVs to recognize that they shouldn’t touch the cabling and that it will require special care. Our high voltage technicians are trained to run diagnostics and de-energize the system, and high voltage experts are trained in all high voltage systems and can repair all systems, including the battery.”

Allen discussed the safety concerns related to repairing EVs, noting the high voltage technician must observe three safety rules before beginning the repair: de-energize the vehicle, secure the system against restarting and check no voltage is present. “You might think you’re a rebel living in the moment, but realistically, that moment is already past history,” he quipped. “We’re already involved with these vehicles and repairing them. So, in all this confusion, ask yourself, ‘Are you feeling lucky?’ Or are you ready for the future of the e-tron?”

Kristen Felder, CEO of Collision Hub, taught two classes during ASA’s X50 Conference. The first, “Total Loss File Handling,” explored the total loss process.

“Running a collision repair shop has become more about accounting, law, psychology and other administrative tasks than about actually repairing the vehicle,” Felder said. “The administrative side has become almost overwhelming.”

Shops should be aware of multiple legal terms to be prepared to contend with a total loss situation. Felder defined bailment and explained how a law of contracts “gives you the ability to ensure a vehicle doesn’t get abandoned or pulled from you without your fees being paid.”

She warned, “When it comes to total losses, having a ‘repair con-

Southeast News tract’ may not protect you from having vehicles removed and you not with Chasidy Rae Sisk getting paid, or it may not protect your customer from having settlements diminished because of that.” After becoming familiar with Western Associations civil and contract laws, Felder emphasized knowing state and municwith Chasidy Rae Sisk ipal regulations is imperative since certain jurisdictions clearly identify who is qualified to be a storage or towing company, and those laws may Southwest Associations also “govern what you can charge and lay out actions that are required with Chasidy Rae Sisk on your end. If you have a regulation and don’t comply, you may not be able to collect what you’re charging.” Discussing how to establish Southeast Associations services and pricing for total losses, Felder said, “If you’re in a contracwith Chasidy Rae Sisk tual agreement that says you can’t charge for any services on a total loss, you’re stuck at this point, but if you don’t have that agreement, what Northeast Associations do you charge? “Your duty is to be able to dewith Chasidy Rae Sisk scribe the reasonableness of your decisions. Whatever you charge, you’d best be able to explain each line to every 10th or every penny Midwest Associations you have on the estimate because that’s going to be compared to ‘reawith Chasidy Rae Sisk sonable’ in other places.” Felder discussed common reasons related to the total loss process, National Associations which collision shops may charge, including fees related to intake, notification, securing the vehicle, adminwith Chasidy Rae Sisk istration, collision access time, cataloging and storing removed parts, environmental protection, photo docNorthwest Associations umentation, repair planning, vehicle mobility, vehicle disposition, OEM with Chasidy Rae Sisk Mark Allen access, DMV/lien/legal expenses and storage. Next, Felder recommended shops create and store pre-written form letters, which can easily be upShop Showcase dated with the client and vehicle-specific information. She provided a list with Ed Attanasio of pre-written letters to keep on hand, such as confirmation of pickup disposition, summary of charges for pickup, status update total loss, notice Advertising Advantages of total loss, summary of inspection with fees, authorization for inspec-

Kristen Felder