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California MSO Launches Kustomine Software to Help Collision Repairers Work More Efficiently

In 1956, Bruno Sanchez opened a 2,500-square foot auto body shop in San Francisco, CA. He named it Bruno and Son Auto Body Shop and the goal was to offer honesty, passion and craftsmanship.

Over the years, the family business grew and was eventually renamed B&S Hacienda Auto Body. Currently owned and operated by David and Maria Dolores and their three sons, David Jr., Tony and Rob, the company has expanded to include six locations in the Tri-Valley Area of California.

David Jr., CFO of B&S Hacienda, said the Sanchez family has always been committed to providing excellent customer service and quality repair work.

The team recently developed software, called Kustomine, designed to empower body shops with a paperless customer experience that reduces environmental impact, saves time and money, and provides cleaner data for the tools used to run the body shop.

Autobody News reached out to David Sanchez Jr. and Jeff Hill, an information technology (IT) consultant who helped develop the product, to find out more about Kustomine and what led the team to create the solution for the collision repair industry. David, worked in my grandfather’s shop growing up. He began running it in 1968 and eventually purchased the business in 1980. After opening a second location in Pleasanton in 1991, he changed the name to B&S Hacienda Auto Body to reflect a partnership the company had with a nearby collision repair facility.

We recently celebrated our 30th anniversary of that location. The original San Francisco shop was eventually sold in 1994.

My brother Tony, the general manager, started working with my father in 1992. Rob, vice president of dealer relations, joined in 1993. After earning a business degree at Chico State, I came onboard in 1999.

Since my grandfather established the first location 65 years ago, we have opened six shops in the Tri-Valley area of California: Dublin, Livermore Southfront Road, Livermore First Street, Pleasanton Old Santa Rita, Pleasanton California Avenue and San Ramon.

My parents are semi-retired but still come by the shops. They spend most of their time doing philanthropy work, which they absolutely love. Q: What prompted the company to develop Kustomine software for the collision repair industry? Jeff: I grew up in the same neighborhood as David, Tony and Robbie and we had been trying to work together for years. Finally, in 2019, B&S engaged my company to build a better way to connect with customers from the time they initially drop off their car through to the delivery process—from quote to cash. Ultimately, we figured out how to improve this process using modern web development architecture and communication methods such as texting and email. an estimate, they are handed a tablet, iPad or Surface computer to input basic personal information. Then, the CSR or estimator takes pictures of the damage and sends the information to the application, which we call Kustomine. Customers immediately receive a welcome message via email or text, as well as information regarding their insurance policy and rights. The estimate is also created automatically.

The solution allows us to take estimate data virtually in real-time and push it to the custom CRM application. The software provides a 360-degree view of the repair so a customer can stay updated about everything concerning their vehicle. It also allows us to remarket to our customer base effectively. Q: How is it currently being used and what has the reaction been from

Body Shops Giving Back customers and employees? with Stacey Phillips David: We rolled out the product to our flagship location in Pleasanton in December of 2019. Once we realized how successful it was, we

Tips for Busy Body Shops began using it in the rest of our locations. We’ve found that it has led with Stacey Phillips to a drastic increase in customer engagement. During COVID-19, we tried landing every person who came through the door. The product

My SEMA helped us do that with the welcome email/text and providing informawith Stacey Phillips tion about their rights. Jeff: In regard to employees, most of those on the front lines, including the CSRs and estimators, are at

Shop Strategies least a generation younger than us. Their comfort level with this type with Victoria Antonelli of technology is very high and they welcomed it with open arms. Product InnovationIn 1956, Bruno Sanchez opened Bruno and Son Auto Body Shop with Ed Attanasio The RIGHT

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Q: Can you share some history about B&S Hacienda Auto Body? Q: Can you provide an overview of the software?