Collision Repair 23#6

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As Mike Beier leaves CCS to serve as CEO of Consolidated Dealers Co-Operative, he told Collision Repair he believes the team is in place and it’s the best it’s ever been. Read more about Tom Langton, Sandy Liguori, Charles Aubry and Mike Beier is this issue’s cover story.

Manitoba Makes a Difference: The Automotive Trades Association of Manitoba hosted 365 students as part of its annual trade show.

Glitz and Glamour Galore: Check out the latest products straight from the SEMA stage.

Collision Repair sat down with Philippe-Andre Bisson, Director of Marketing and Communications at Fix Network World to learn about his industry journey.

Familiar faces, new roles!

Bite-sized updates from across the industry

Local news from coast to coast

By Darryl Simmons

By Jay Perry

By Doug Kirk

By Alyssa Marchese

Forging a Legacy: Waterdown Collision celebrated its 50-year anniversary with a community focus for the future.

GRATITUDE, GROWTH, AND GOALS FOR 2025

With EVs, ADAS, and OEM standards shaping our path, the journey ahead begins with proper training and a commitment to safety

By DARRYL SIMMONS

With 2024 coming to a close, it’s a time to reflect on the milestones we’ve reached and the challenges we’ve faced in Canada’s collision repair industry. It’s been a year of innovation, resilience, and progress— and a year that reminds us just how vital our community truly is.

One of the highlights of this year was the conclusion of the EV Repair Tour, hosted by CollisionRepairmagazine in partnership with Fix Network. Starting in 2023 and wrapping up this October in Halifax, the tour traveled across six cities nationwide, bringing vital training and awareness to the complexities of electric vehicle repair. The conversations sparked and the insights shared on topics like global EV repair trends and Canada’s unique role in this growing market underscored just how far our industry has come.

Far too many shops are still conducting repairs without the necessary training or equipment, leaving customers unaware of the risks they may be driving away with. This is a challenge we must tackle head-on in the years to come.

But amidst these challenges, there is so much to be thankful for. At every event we attended, we saw firsthand the dedication of this industry—from technicians and shop owners to suppliers and network leaders. These individuals are working tirelessly to raise the bar, ensuring repairs are not only safe but also aligned with the highest standards of quality and professionalism. It’s their commitment that continues to drive our industry forward.

LET’S REMAIN UNITED IN OUR COMMITMENT TO SAFE REPAIRS, ONGOING EDUCATION, PROPER EQUIPMENT AND INNOVATION

Throughout the year, our team worked hard to attend as many industry events as possible, from local golf tournaments to international conferences like Automechanika and SEMA. Whether it was connecting with shop owners at grassroots events or learning about cutting-edge innovations on the global stage, our goal is the same: to bring you the most relevant, timely, and impactful information. Every handshake, every conversation, and every session attended was driven by a commitment to keep our readers informed and inspired.

We’ve also seen incredible growth in awareness around proper repair procedures. ADAS technologies and the rise of electric vehicles have made it clear that the only repair worth doing is the one that follows OEM standards. Yet, as we celebrate these advancements, we must also acknowledge the gaps that remain.

At CollisionRepair magazine, we’re incredibly grateful for the community that’s grown around this publication. To our readers and supporters: thank you. You’ve allowed us to do more than just report on the industry—you’ve allowed us to build connections, foster collaboration, and create a space where everyone can learn and grow. Together, we share stories, celebrate successes, and confront challenges, always with the goal of making our industry better and stronger.

As we prepare to step into 2025, let’s carry forward the lessons and accomplishments of this year. Let’s remain united in our commitment to safe repairs, ongoing education, and innovation. Let’s continue to challenge ourselves to do better, not just for our businesses, but for the consumers who trust us with their safety.

Thank you for your dedication, your trust, and your passion. It’s an honor to be part of this journey with you. Here’s to another year of progress, connection, and success. Happy Holidays, and a prosperous New Year!

PUBLISHER

Darryl Simmons publisher@collisionrepairmag.com

ASSOCIATE PUBLISHER

Orest Tkaczuk | orest@mediamatters.ca

EDITOR

Allison Rogers | allison@mediamatters.ca

ART DIRECTOR

Yvonne Maschke | yvonne@mediamatters.ca

ASSISTANT EDITOR

Sarah Perkins | sarah@mediamatters.ca

VP OF INDUSTRY RELATIONS & ADVERTISING

Gloria Mann 647.998.5677 | gd.mann@rogers.com

INDUSTRY RELATIONS ASSISTANT

Wanja Mann 647.998.5677 wanjamann1@gmail.com

DIGITAL OPERATIONS MANAGER

Cassie Doyle | cassie@mediamatters.ca

AUDIENCE ENGAGEMENT MANAGER

William Simmons | william@mediamatters.ca

MEDIA PRODUCTION SPECIALIST

Dayna Dicuangco | dayna@mediamatters.ca

CONTRIBUTORS

Charles Aubry, Rick Fifer, Greg Horn, Doug Kirk, Stefano Liessi, Alyssa Marchese, Jay Perry

SUBSCRIPTION

Single edition $7.99 One-year $39.95 ( 6 issues) Collision Repair™ magazine is published bimonthly, and is dedicated to serving the business interests of the collision repair industry. It is published by Media Matters Inc. Material in Collision Repair™ magazine may not be reproduced in any form without written consent from the publisher. The publisher reserves the right to refuse any advertising and disclaims all responsibilities for claims or statements made by its advertisers or independent columnists. All facts, opinions and statements appearing in this publication have been compiled and included with the permission, though not necessarily the endorsement, of the editor, or of independent columnist contributors, and are in no way to be construed as those of the publisher, or as endorsements of them.

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PEOPLE ON THE MOVE

MIKE BEIER | CONSOLIDATED DEALERS’ CO-OPERATIVE

Effective January 1, 2025, Mike Beier assumes the role of President and CEO of Consolidated Dealers’ Co-Operative as Tom Langton steps down from the role in preparation for retirement. Beier has been an integral part of the Consolidated Dealers’ team for 12 years, serving in various leadership capacities and demonstrating exceptional leadership and strategic acumen, said Consolidated Dealers’ Co-Operative in a press release. Beier will oversee all aspects of Consolidated Dealers’ operations as president and CEO, with a focus on driving growth, fostering innovation and delivering value to customers and shareholders. Read more about Beier’s ascension in this issue’s cover story.

JOHN SANTOS | COLOR COMPASS CORPORATION

John Santos has been named national strategic accounts executive for Canada, Color Compass Corporation announced in the fall. Santos will leverage his ten years of business development and sales management experience within Color Compass as a key conduit between the company and multi-store operators across Canada. He will be responsible for the development of business opportunities within these operators, as it pertains to organic sales growth, facility expansion, process or throughput, best practices, one-on-one coaching and development of staff teams and more. Santos will report directly to Jamie Corbeil, vice president of Color Compass, in this new role.

PAUL STELLA | RETIRED

After a 38-year long career with Toyota Canada, Paul Stella has announced his retirement as of September 30, 2024. Over the course of his career, Stella held various positions, including operations manager of parts warehouses; as a field representative in Calgary, Alberta; as a Lexus field representative in Toronto and as manager of a Toyota vehicle processing centre. At the time of his retirement, Stella served as the manager of Toyota Canada’s collision repair and refinish program. Congratulations, Paul! Your friends at Collision Repair magazine wish you all the best in your retirement.

COLSON COLE AND GREG WING | SIMPLICITY CAR CARE

Simplicity Car Care has announced the appointment of Colson Cole to the role of Director of Brand Development. Cole has been part of the Canadian collision industry for over 24 years and has held positions in the collision repair segment and the supply chain. Colson will be replacing Gregory Wing, who is moving to the newly-created role of Director of Strategic Partnerships.

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A Legacy of Craftsmanship

Sylvain’s 50-year journey in collision repair

Aremarkable career milestone was reached at Fix Auto

Saint John East as technician Sylvain Paradis celebrated an impressive 50-year tenure in the collision repair industry. His unwavering passion and expertise have not only transformed countless damaged vehicles but also inspired a new generation of technicians. This story explores Sylvain’s remarkable journey, his love for the craft, the challenges he faced, and his thoughts on the evolution of the industry.

A ROCKY START, A BRIGHT FUTURE

Sylvain’s journey began in humble surroundings. Born in Quebec, he moved to Ontario at the age of nine, facing the challenge of learning English in a new environment. His fascination with cars ignited when he witnessed his uncle repairing his mother’s wrecked 1967 Impala convertible.

“Seeing that car transformed was everything,” Sylvain shares. “I thought, ‘I’m going to be a body man.’”

At just 15 years old, he took a leap of faith and left school to start working at a body shop for $2.00 an hour. “I was eager to learn, and the more complex the job, the better I liked it,” he reminisces.

In 1989, Sylvain moved to the East Coast for love, and he has called it home ever since.

FROM BODYWORK TO FRAME MASTERY

At the start of his career, Sylvain honed his skills through hands-on experiences rather than formal training. “One day, my boss told me, ‘You’re the frame man from now on,’ and I had to figure it out,” he laughs. This pivotal moment marked the beginning of a long-standing relationship with frame repair, earning him the fitting title of “Frame Man.”

Over the years, he faced numerous challenges, including the evolving standards of the collision repair industry. “Years ago, customers had different expectations,” he notes. “Now, with how much people pay for vehicles, they expect perfection, and you are not given as much time to fix cars as you were back in 1989.”

“If you do great work and keep the customers happy, they will return.” This philosophy mirrors

the foundational values of Fix Auto, which prioritizes customer satisfaction, quality service, and community trust.

EMBRACING CHANGE

Reflecting on the industry’s transformations, Sylvain has witnessed a significant shift not only in customer demands, but also in vehicle technology. He believes that the fast-paced nature of today’s automotive world, coupled with demanding appraisals, has fundamentally altered the landscape of collision repair.

When Scott, the owner of Fix Auto Saint John (previously known as Scott’s Autobody), was approached to join the Fix Auto banner, Sylvain recognized the changing dynamics of the industry and encouraged him to take the leap. With insurance referrals becoming a paramount, they understood that aligning with a reputable brand like Fix Auto was crucial for survival in the evolving market.

Today, Sylvain is also acutely aware of the challenges of attracting new talent to the industry. “It’s dirty work,” he admits, acknowledging that the hands-on nature of collision repair can be unappealing to the younger generation. Many emerging technicians shy away from the labor-intensive tasks that define the job, contributing to a growing technician shortage. “When the older guys retire, there’s often no one to take over,” he laments, emphasizing the diminishing pool of skilled workers willing to step into these roles.

Despite these shifts, Sylvain remains committed to his craft. His dedication is evident in his mentoring of younger technicians at the shop. “I enjoy teaching those who are eager to learn,” he states. “I want to pass down the knowledge I’ve gained over the years.” By nurturing the next generation of technicians, Sylvain hopes to instill a sense of pride and resilience within them, helping bridge the gap in skills that the industry currently faces.

RESILIENCE AND PASSION

Living with polio since he was two, Sylvain has shown remarkable strength, even as the condition has grown more challenging with time. Recently, he underwent surgery, forcing a six-month break from his job. Yet, with steadfast commitment, he returned to vehicle repair, exemplifying the strength that has driven his industry success. “I missed it,” he reveals, pointing to the deep joy he finds in his work.

His commitment to quality has not gone unnoticed. “We have a good name in the community,” he says proudly. “If you do great work and keep the customers happy, they will return.” This philosophy mirrors the foundational values of Fix Auto, which prioritizes customer satisfaction, quality service, and community trust.

LOOKING TO THE FUTURE

As Sylvain celebrates this milestone, he looks forward to a personal project—a 1979 Bronco he hopes to transform into a show truck. “I love fixing cars and will continue to do so even after retirement,” he affirms, emphasizing that his passion for cars will always remain a part of his life.

Reflecting on his 50 years in the industry, Sylvain shares profound life lessons shaped by his experiences, including a tragic car accident that took the lives of four of his siblings during his childhood.

His mother’s words resonate deeply with him: “You always look ahead; you know, whatever happens, happens anyway.” This mantra guides Sylvain as he navigates the complexities of life and work. Her resilience in the face of tragedy has instilled in him a strong belief in staying forward focused and embracing whatever comes next. “You have to appreciate life and follow your passions,” he advocates.

CONCLUSION

Sylvain’s story is a remarkable testament to dedication, resilience, and the joy of a life spent in the collision repair industry. His passion for taking something broken and making it new is at the heart of his career. As he reflects on five decades of transformation, it’s evident that his contributions will resonate throughout the industry for many years to come. At Fix Auto Saint John East, he’s not just a technician—he’s a mentor, a craftsman, and an invaluable part of the community. Here’s to Sylvain and his years of dedication to the craft he loves.

MOMENTS OF TRUTH

A new report from CCC Intelligent Solutions Inc. titled “Moments of Truth: Customer Satisfaction and Retention in the Auto Insurance Claims and Repair Journey” reveals that customers see the collision process as a unified experience between repairers and insurers. The study specifically looked at responses from 2,400 policyholders involved in an accident between August 2021 and December 2023 who filed a first-party claim and went through the repair process. The study reveals that when it comes to customer satisfaction, “policyholders hold both carriers and repairers accountable for outcomes that are the responsibility of other partners. For example, respondents are more satisfied with their carriers when they perceive overall vehicle repair quality to be high, and they’re also more satisfied with their repairer when they receive clear communications about how the claims process works.” “This suggests,” the study continues, “that in a consumer’s mind, the entire post-accident journey from ‘crash to keys’ are, in some instances, indistinguishable from one another.”

ACCUWELD®3

ACCUWELD®

ADAS ASSISTANCE

Hunter Engineering has released a new comprehensive advanced driver assistance system (ADAS) coverage guide, which aims to offer users easily accessible static and dynamic calibration coverage for service advisors and customers. The new publication covers hundreds of vehicle models from 2006 through the present and will be updated twice per year to keep pace with the rapidly evolving ADAS market. The guide is meant to complement Hunter Engineering’s industry-standard 1708-T Alignment Guide, which will also continue to be periodically updated.

STRICT STRUCTURES

BMW Canada restricted certain aluminum, carbon fibre and steel parts as of November 1. The new restrictions align with BMW USA’s structural parts restrictions that were expanded to include steel on October 1. One key difference between the Canadian restrictions and those in the United States is that these parts will be available exclusively to the BMW Group Canada’s Certified Collision Repair Centres (CCRC).

“Due to the complexity of repair and the requirement of highly specialized tools, training and repair procedures, BMW Group Canada will restrict certain structural carbon fibre, aluminum and steel parts,” wrote the OEM in a bulletin to Canadian BMW Certified Collision Repair Centres (CCRC). “Repairs involving the steel structure in vehicles with intelligent lightweight construction technology (comprising of high-strength steel, aluminum, carbon, or a material mix) require highly specialized training and tooling,” continued the bulletin. “As a result, BMW Group Canada will be restricting certain structural steel parts to ensure the correct repair process is followed and that the vehicle is returned to pre-collision factory specifications.”

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CLAIMS BREAKDOWN

The latest Crash Course report from CCC reveals that repairable electric vehicles (EVs) are, on average, more than half the age of their non-EV counterparts, with 78.7 percent of repairable EVs being three years old or newer. EVs continue to see improved cycle times, according to the 2024 Crash Course report. In 2022, EVs saw an average of 35.7 days between last estimate and vehicle in for repairs. This was compounded by an average repair time of 20.4 days. In the first half of 2024, the days between an EV’s final estimate and the day it went in for repairs had improved by more than 13 days, while repair times are down 4.5 days, said CCC.

BAN BANTER

The company also made an attempt to answer a hotly debated topic: are EVs written off more frequently than non-EVs? According to CCC, EVs are currently flagged as total losses less than one percent more than non-EVs, if they are current year or “newer” vehicles; two percent less often for vehicles between one and three years old and two percent less for vehicles aged between four and six years.

The majority of Canadians oppose the federal government’s plan to ban the sales of new gas and diesel-powered vehicles beyond 2035, according to poll results from the Canadian Taxpayers Federation (CTF). The Leger poll, commissioned by the CTF, asked Canadians if they support or oppose the federal ban on selling new gas-powered vehicles. The results showed 59 percent oppose the ban; 29 percent support the ban and 12 percent “don’t know.” Among those who have decided on the issue, 67 percent of Canadians oppose the federal ban on new and gas vehicles. Under the government’s Electric Vehicle Availability Standard, zero-emissions vehicles must account for an increasing percentage of total sales every year, beginning at 20 percent of sales in 2026 and ending at 100 percent in 2035.

AI-POWERED ASSEMBLY

Nissan says it has improved its paint defect detection rate after investing in advanced artificial intelligence (AI) and machine learning designed to detect paint flaws “faster than ever.”

The AUTIS Surface Verification system has allowed Nissan to improve its defect detection rate by nearly seven percent, said the automaker, which uses the AI tech at its Smyrna, Tenn., assembly plant. The OEM explained that AUTIS uses high-resolution cameras to capture 15,000 pictures of each vehicle immediately after it is painted. The images are then analyzed to detect possible defects.

CELESTIAL JADE

When AUTIS flags a potential blemish, technicians can review the imperfections instantly on monitors and wrist-worn, company-owned smartphones specifically used for the inspection process. This process reduces eye fatigue while increasing the amount of time available to carefully correct the paint, added Nissan.

Porsche unveiled its exclusive Celestial Jade coating for the Taycan Turbo S, blending two Chromaflair effect paints in an elaborate development process that allegedly takes around 80 hours to apply. Chromaflair pigments contain thin flakes that appear to shift in colour depending on perspective. These flakes consist of an opaque, reflective core layer of aluminum surrounded by a glass-like layer. Porsche says these transparent layers look like different colours depending on the thickness. Altogether, flakes are one µm thick—by comparison, human hair is 50 times thicker, says Porsche. The program is intended to reinterpret Porsche’s Sonderwunsch programme from the late 1970s.

ON THE RISE

Canada’s home, auto and business insurers are reporting the most challenging summer on record for damage from weather events and natural disasters, according to the Insurance Bureau of Canada (IBC). Four major catastrophes were contributing to approximately 228,000 insurance claims this past summer, says IBC: flooding in Toronto and southern Ontario; the Jasper wildfire; the Calgary hailstorm and flooding in Quebec. These four catastrophes all happened within 24 days, adding strain to adjuster capacity. In comparison, insurers reported 113,000 claims in July and August 2023 and 160,000 claims for the entire year. The 228,000 claims reported to IBC this year represent a 406 percent increase compared to the previous 20-year average, according to IBC.

“This summer has been the most challenging in history for the hundreds of thousands of Canadians across the country who were impacted by these storms and wildfires,” said Celyeste Power, President and CEO, IBC. “These four catastrophic weather events, which occurred over four weeks this summer, have resulted in more claims in one summer than insurers have reported in any summer over the last 20 years.

UNDERWRITING UNCERTAINTIES

GEICO has revealed that it will not be covering Tesla’s Cybertruck under its insurance system, saying that the vehicle doesn’t meet its underwriting guidelines. Tesla Cybertruck owner, Robert Stevenson recently revealed that GEICO is removing the Cybertruck from its policy plan, commenting on social media platform X that “@GEICO said they can no longer insure my Cybertruck.” While GEICO did not further specify its reasons for no longer covering the vehicle, Torque News originally cited several issues that could have influenced the decision, including the time and costs required to complete repairs.

ADAS ADVANCEMENTS

A recent report from The Partnership for Analytics Research in Traffic Safety (PARTS) indicates that 10 out of 14 common advanced driver assistance system (ADAS) features have surpassed 50 percent market share in 2023 model year vehicles. According to the study, “as of the 2023 model year, penetration rates for (ADAS) features range between 22 percent and 94 percent, with 10 out of the 14 features studied surpassing 50 percent market penetration.” Moreover, when looking at the top three highest ADAS features in terms of market penetration, Forward Collision Warning (FCW) systems increased from 12.8 percent in model year 2015 to 94 percent in model year 2023. Similarly, Automatic Emergency Braking (AEB) penetration increased from four percent in model year 2015 to 94 percent in model year 2023. Finally, Lane Departure Warning (LDW) systems increased from 12.6 percent in model year 2015 to 92.5 percent in model year 2023.

CONNECTIVITY CONCERNS

According to a recent automotive consumer satisfaction study from LexisNexis Risk Solutions, despite vehicles’ increasing connectivity, 76 percent of surveyed vehicle owners don’t see the value or benefit of these connected services. The study—which specifically surveyed 2,227 vehicle owners in the United States in July 2023 who purchased or leased a used car, model year 2013 or newer, from a private party or independent dealership in the last three years—found that while connected vehicles made up just six percent of the U.S. car parc, in 2023, this number jumped to nearly 31 percent. However, despite this increasing connectivity, owners polled detailed that they are not necessarily interested in these new services. Notably, less than 50 percent of users reported engaging with their manufacturer-provided app every week; while 76 percent of vehicle owners declined a connected service free trial due to a perceived lack of benefit or value.

CAN YOU BELIEVE THIS?!

BATTERY BEVERAGES

Have you ever thought about what it would be like to recharge while charging your electric vehicle? In a recent partnership with luxury grocer Erewhon, Chevrolet aims to give consumers the chance with an Equinox EV-themed ‘Electric Juice.’ Made to replicate the electrifying power of an EV, this battery-based-beverage was reportedly designed in an effort to combine the automaker’s sustainability efforts with Erewhon’s goal of providing organic foods and wellness products.

The Equinox EV ‘Electric Juice’ was available at Erewhon’s Studio in Los Angeles on September 27th, 2024. Erewhon’s Tonic Bar routinely releases juices, tonics and smoothies. The Equinox EV ‘Electric Juice’ features chocho—the planet’s most protein-rich plant source—and blue spirulina.

FERRARI FINGER PAINTING

Ferrari lovers, this is either your biggest nightmare or a childhood dream come true. A video of a children’s birthday party in Dubai has been circulating on social media, where a gaggle of six-year-olds are shown unleashing their artistic skills on a Ferrari 812. The video makes no indication as to whether the Ferrari is real—but it sure looks to be authentic. The video only notes that this was a “kid’s paint party in Dubai.”

The next time you’re feeling drained, who knows, a sip of ‘Electric Juice’ might have you feeling recharged enough to make it to the next EV charging station.

So…have you found the theme for your next party?

Comparatively, when looking at the end of the spectrum, Curve Speed Correction (CSC) penetration increased from zero percent between model years 2015 to 2019 to 21.9 percent in model year 2023.

A CO-OPERATIVE APPROACH

CONSOLIDATED COLLISION SERVICES HAS PIONEERED A CO-OPERATIVE APPROACH TO COLLISION REPAIR

Story by ALLISON ROGERS

Sandy Liguori is an artist—in business; in painting; in sculpture. Tom Langton is dedicated to perfecting his craft, even when the audience around him would likely tell him his expertise is already beyond the average entrepreneur. Mike Beier is focused, loyal and committed to his vision. Charles Aubry is an operational expert and excels when it comes to communicating the messages the industry needs.

Even better—all of the men mentioned above share very similar traits. Perhaps that’s why they make such an incredible team to lead Consolidated Dealers Co-Operative and Consolidated Collision Services (CCS); the latter of which is a dealership-affiliated collision network established in 2013 and well on its way to the history books.

But there are plenty more reasons why you should pay attention to this brand as they expand their footprint across Canada, and beyond.

Sandy, the president of CCS and Woodchester Auto Group, has collision repair roots dating back to his early teenage years. At that time, he had a part-time job in the industry and found himself enamoured by the paint department at the dealership he worked at.

“I used to go to the dealership bodyshop in the afternoons. I did the paint for some motorcycles and, once I gained those skills and had that introduction, it grew into a full-time job for me,” said Sandy. “With this artistic outlet and my love of cars, I continued to grow in the business.”

Little did Sandy know this was the beginning of an incredible journey.

Sandy has served as a director on several boards, including the Trillium Automobile Dealers Association (TADA)—known today as the Motor Vehicle Retailers of Ontario (MVRO). After a few years of delivering his perspectives to the board, he became President. Shortly after, he got to know Tom Langton, the CEO of Consolidated Dealership Co-operative.

“I had an idea for a customer retention program designed specifically for dealerships, I engaged with Tom and told him that I truly believe the idea of a dealer-affiliated collision centre co-operative would work in our market right now.’ That’s basically how CCS started.”

Tom and Sandy brought in Mike Beier, who most will know as the general manager of CCS. The trio then embarked on spreading their mission to bodyshops across Canada.

“I would attribute our early success to

the passion and enthusiasm we had for our business plan,” said Sandy. “One of our main goals was to introduce dealers to a system that would connect them to the collision market.”

Tom says they took a “personable approach” to their pitches.

“We knew we needed to do everything possible to make this a successful venture for the long-term, and in the interest of our dealers,” said Tom. “I also made the decision to pursue my Masters of Business Administration at the same time.”

Tom was already a CEO of Consolidated Dealers Co-Operative at this time. He attended Western University’s Ivey School of Business to obtain his MBA.

“I wanted to have every tool in my toolbox,” explained Tom. “I was also fortunate to have my classmates and professors. I often picked their brains on some of the projects we had in the works and that advice helped build the foundation of the CCS network.”

Tom, Sandy and Mike embarked on their mission, determined to demonstrate their values to key dealership players. Their first successes were in Ontario.

“After Ontario, we moved out to Western Canada, which set off about eight years of consistent growth for us,” said Mike.

As CCS embarks on a new era with Charles Aubry, sitting left, leading at the helm as general manager, former CCS GM Mike Beier, standing right, says he couldn’t be happier with the company’s new direction. Mike will go on to serve as CEO of Consolidated Dealers Co-Operative, CCS’ parent company, as Tom Langton, standing left, retires.

“I’m leaving CCS at the best possible time. I feel we now have a team that can take CCS even further than I ever could. I am happy to put my energy into supporting them.”

— Mike Beier, incoming CEO, Consolidated Dealers Co-Operative

Today, CCS has 95 locations spanning eight provinces with a dedicated team across Canada.

A proud accolade for CCS is the longevity and dedication of its staff. When he concludes his tenure in January 2025, Tom will have been with Consolidated for four decades. Mike has served his skills with CCS since its beginnings in 2012 and will soon embark on a new role within the Consolidated ecosystem. Other key players, like Craig Kirby, CCS network improvement manager; Chris Chinn, CCS network operations manager; Curt Bennett, senior data analyst, have done lots of heavy lifting to contribute to the organization’s success. That only grazes the surface.

The CCS team makes it clear that a dedication to the company mission—ultimately rooted in customer retention via all-around, quality service and listening to client concerns—must be present in every player. CCS has built an incredibly dedicated team largely due to these non-negotiable core values.

“In 2023 we added Charles Aubry as our business development specialist in Quebec, and Jason Arnott as our specialist in the West. We have Marc Lambert in Eastern Canada to back up that region,” said Mike.

Charles, who previously served as a key account manager alongside a major aftermarket IT provider, is an operations expert more than willing to extend his profitability-oriented expertise to the CCS network. In October 2024, Charles took over the reins as General Manager of CCS as Mike Beier moved on to become CEO of Consolidated Dealer Co-Operative on January 1, 2025.

“I joined CCS because I truly felt like the company aligned with my own visions,” Charles told Collision Repair . “I had met with Tom and Mike before joining and they explained that CCS operates on a co-op model. I’ve met with hundreds of collision centres over my career and I believe this type of network and business model is what the shops are looking for.”

As Mike departs his CCS role to take the CEO position at Consolidated Dealers Co-Operative, he knows he couldn’t have picked a better person to continue the CCS legacy.

As Mike Beier leaves CCS to serve as CEO of Consolidated Dealers Co-Operative, he told Collision Repair he believes the team is in place and it’s the best it’s ever been. “We’ve got, the best network that we’ve ever had and the best level of value for our shops,” said Mike.

“I joined CCS because I truly felt like the company aligned with my own visions. I’ve met with hundreds of collision centres over my career and I believe this type of network and business model is what the shops are looking for.”

— Charles Aubry, General Manager, Consolidated Collision Services

“I’m leaving CCS at the best possible time,” said Mike. “It’s bittersweet, of course, but I feel we now have a team that can take CCS even further than I ever could. I am happy to put my energy into supporting them.

“At the same time, as I take on this new role, it’s important to acknowledge all of the support Tom and Sandy have given me. They’ve been mentors for me for a long time and stepping into Tom’s shoes is an incredible honour.”

As CCS embarks on a new era, the team is ready to accelerate its growth mission and continue to provide exceptional content to its network members. The organization operates frequently ‘CCS University’ sessions featuring some of the biggest names in the North American industry, delivering key trends and insight to help its members succeed. Further, CCS hosts annual conferences for each of its regions; all of which feature the same top-of-mind programming; the topics at the forefront of the modern facility operators’ focus.

“Our conferences have come a long way. We have network members from all over the country attend each and every one,” explained Mike.

CCS hosted three ‘On Target’ themed conferences in autumn 2024; a session in Montreal, Quebec; in Calgary, Alberta, and in Niagara Falls, Ontario. The latter event was held in conjunction with the Automotive Convention and Expo (ACE) and featured

Tom Langton, outgoing CEO of Consolidated Dealers Co-Operative, first met Sandy Liguori, President of Consolidated Collision Services when they worked together through the Trillium Automobile Dealers Association (TADA)—known today as the Motor Vehicle Retailers of Ontario (MVRO).

Sandy approached Tom with the idea for a collision repair co-operative. The rest is history.

Charles Aubry holds an extensive background in collision repair. He previously served with a prominent IT company providing aftermarket services globally. Today, he is thrilled to bring his operational expertise to the CCS team as he moves up to general manager.

The closeness of the Consolidated Dealers Co-Operative and Consolidated Collision Services teams is evident in the shared vision of both companies. Perhaps Charles puts it best: “The future is very, very bright for CCS.”

former Prime Minister Stephen Harper as a keynote speaker. Other recent speakers at CCS events include Steve Trapp of LEAP consulting; artificial intelligence master Ryan Taylor, CEO of BodyShop Booster; and plenty of others.

“We don’t shy away from the topics the people want to hear about,” said Charles. “We speak very candidly about our values in front of all of our partners. Everyone in the industry needs to understand there’s a reason [bodyshops] need to make money and be profitable.”

The CCS vision has never strayed from its core values—though the team recognized a few years ago that the original ‘dealership only’ and co-op vision could also extend to exemplary collision players who may not be directly attached to a dealership but possess strong relations with dealers and OEM-certified repairs.

“We’ve adapted to the market and the needs of our customers,” explained Mike. “There’s clearly room for our vision to be adapted to a multitude of different collision centre models. Ultimately, integrating independent [collision centres] across Canada benefits the average dealer. It increases the strength of our offerings and what we can do for our network.”

“No one is going to take care of their customers like we do,” concluded Charles. “The future is very, very bright for CCS.”

If you are interested in leveraging CCS’s extensive resources dedicated to customer retention, operational excellence and collision centre success, contact Charles Aubry at caubry@ccsdealers.com.

Fun fact: Sandy Liguori is an artist and works with several mediums. He recently showed Collision Repair a stunning sculpture crafted from driftwood. Sandy began his career in collision repair as a painter.

HITTING THE MARK

CONSOLIDATED COLLISION SERVICES’ ON TARGET EVENT SERIES WRAPS WITH STANDOUT ONTARIO EVENT

The Consolidated Collision Services (CCS) team hosted more than 100 attendees for the finale of its 2024 On Target conferences on October 16 and 17. Held at the scenic Hilton Fallsview in Niagara Falls, Ontario, the event, hosted in conjunction with the Automotive Conference Expo (ACE), offered participants a perfect blend of strategic insights, networking opportunities and entertainment.

The event began with a welcome reception on October 16, followed by a President’s Dinner. Attendees were treated to a series of presentations and updates, including a business and strategy update from Mike Beier, incoming president of Consolidated Dealers Co-Operative; a CCS On Target 2024 Overview from Charles Aubry, general manager of CCS; an introduction to 3M Repair Stack and an insurance partner update from Grant Northcut of Aviva Canada.

Keynote speaker Ryan Taylor, founder of BodyShop Booster, delivered an inspiring talk on industry innovation. Later, Steve Trapp, senior process consultant at LEAP, provided valuable insights into optimizing business processes.

After lunch at the beautiful Watermark Restaurant, attendees were treated to a unique interview with Stephen Harper, former Prime Minister of Canada, hosted by Bruce Croxon of Dragon’s Den, as part of ACE 2024, in conjunction with Consolidated Dealers and the Motor Vehicle Retailers of Ontario (MVRO). Following that–a celebrity meet and greet featuring Elvis Stojko, Joe Kocur, Rachel Homan, Ernie Whitt and Ken Reid, as well as a concert featuring Dwanye Gretzky to wrap up the event.

The evening concluded with a lively ACE reception, which offered networking, drinks and music by Dwayne Gretzy at Margaritaville.

“The 2024 CCS On Target Conference showcased the growing strength of the network and the industry’s commitment to continuous improvement and collaboration,” Aubry told Collision Repair mag. “Thank you to everyone who attended and contributed to making this event a resounding success!”

CCS MARKET LEADER AWARD

PRESENTED BY BASF CANADA

This award recognizes a CCS location that has emerged as the clear and definitive market leader in its community, significantly surpassing all competitors in performance and service excellence.

Winner: Imperial Collision Centre and Intact Sudbury Service Centre in Sudbury, Ontario.

PERFORMANCE EXCELLENCE AWARD

PRESENTED BY ENTERPRISE MOBILITY

Winner: Image Honda Collision Centre in Hamilton, Ontario.

COLLISION CENTRE OF THE YEAR

PRESENTED BY CONSOLIDATED COLLISION SERVICES

The most prestigious award of the event, it recognizes the CCS location that exemplifies excellence in all aspects of collision repair, leadership, and customer satisfaction throughout the year. These awards reflect the commitment and excellence of CCS members, setting new industry standards in customer service, performance, and leadership.

Winner: Bramgate Collision Centre in Brampton, Ontario.

ELECTRIC ON THE EAST COAST

HALIFAX GETS HIGH-VOLTAGE EDUCATION AS LAST STOP ON EV REPAIR TOUR, SUPPORTED BY FIX NETWORK

PRESENTED BY

Story by ALLISON ROGERS

Collision Repair magazine concluded its cross-Canada EV Repair Tour, supported by Fix Network, this October, with a final stop in Halifax, Nova Scotia.

This event, which featured stops in Toronto, Ontario; Saskatoon, Saskatchewan; Calgary, Alberta; Vancouver, British Columbia; Montreal, Quebec, and Halifax, Nova Scotia, brought all verticals of the collision repair industry together. The goal: to present expert EV speakers to industry members so they may gain the EV knowledge required to take on EV repairs and claims.

The events featured a broad audience at each and every location. Attendees included collision repair facility owners and personnel; insurance representatives; OEMs; suppliers; distributors; educators and more.

“There was so much information made available to the industry throughout this landmark EV Repair Tour,” said Daryll O’Keefe, senior vice president of Fix Network Canada. “It is exceedingly important that the industry understands these high-voltage systems. The time to learn about electric vehicles is now—and we at Fix Network are honoured to have been part of this incredible cross-Canada tour.”

Read the highlights from the final Halifax event below, and visit www.evrepairmag.com/ ev-repair-tour for coverage from all of the events.

“Electrification is not a threat. It’s an opportunity.”

— David Giles, EV education product specialist, Consulab and president, Powered EV Consulting

NOT SO DIFFERENT AFTER ALL

Kurt Sampson of CAA Atlantic was first on the mic. As CAA Atlantic’s “EV Guy”, Sampson drives a Tesla Model S with 500,000 kilometres on the odometer. Previously, he owned a Nissan Leaf and electric Kia Soul.

“A lot of EV maintenance is the same as you would do on a regular car,” explained Sampson, adding that he replaced his Tesla’s brakes and control arms in his driveway.

David Giles, EV education product specialist for Consulab and president of PoweredEV Training and Consulting, delivered his signature fast-paced crash course in high voltage technologies, stressing, like Sampson, that EVs and ICE vehicles aren’t so different after all.

“Batteries have packs,” explained Giles. “Inside the pack are modules; inside the modules are cells. When we’re rebuilding a battery pack, we’re actually rebuilding battery packs with cells.”

Giles said he purchased a Tesla Model 3 with a “bad battery.”

“I took another battery from a car that was still good and replaced the bad battery,” he said. “It took less than an hour and a half to do it, and that EV was back on the road.”

“EV batteries present a real question for us. Is it safe on the shelf?

Where I’m going to store it? How do I ship it if someone buys it? Could it burn my facility down? Maybe.”

— Andrew MacDonald, owner, Maritime Auto Parts, Fix Auto Enfield, Fix Auto Truro

He added that EV batteries typically outlast the vehicles they’re housed in, to an average of 600,000 kilometres.

“I had a gentleman from Saint John call me up and said his EV battery is perfect, but the bodywork to restore his car isn’t worth it.”

Giles also stressed that EV-keen repairers need to understand high voltage terminology. Loss of isolation, high voltage interlock loop, ICE, kilowatt, kilowatt-hour, state of health— all terms that are critical in understanding the state of an EV.

Finally, Giles warned the industry that EVs aren’t the only massive shift threatening challenging repairs—advanced driver assistance systems are just as tricky and critical to understand if you want to perform modern collision repairs.

“ADAS, camera calibration systems are also significantly impacting repairs—but we’re here to talk about EVs today.”

“Electrification is not a threat. It is an opportunity.”

“As a collision repair facility, turning away EV business is “silly,” said Giles.

“You’ll wind up without business if you choose not to pursue electric vehicle technology.”

Food truck sponsored by BASF Canada.

WHY ELECTRIC?

Brendan Piper, EV engagement specialist for the Clean Foundation at Next Ride, not only provided EV test drives at the event, but also took the mic to clarify some common EV hearsay.

“If you’re looking for safety, you’re looking for an EV,” said Piper.

He said that, while it’s true that EV fires are difficult to stop once they’ve started, the rate of EV fires is “really low.”

“About seven per 100,000 EVs experience a fire. In comparison, the rate of fires in gaspowered vehicles is about 1,500 per every 100,000.

“Yes, it’s risky; yes, we have to be prepared for it. But we must understand that the occurrence [of fires] is way less in EVs.”

He added that EVs also have a lower centre of gravity, thanks to heavy batteries housed in the bottom of the vehicle.

“We rarely see rollovers in these vehicles— EVs are notoriously difficult to flip,” said Piper, referencing a Tesla crash-test video. “You can throw a top-heavy SUV around and it’ll almost flip over, but it always comes back down. This is part of the reason these vehicles keep dominating the top three spots on ‘the safest vehicle’ type surveys.”

Aluminum bodies and stronger frames also add to increased safety, he added.

The “not so rosy side” of Piper’s presentation revolved around range loss,

“Nickel cobalt batteries, which are largely used today, can resist the cold a bit better than lithium iron phosphate (LFP) batteries. Both experience range loss. How much, it just depends.” he explained.

“For instance, temperatures in Nova Scotia get down to negative 20 degrees [Celsius]. You could lose up to a third of range on your EV.”

He added though that, as battery range technology improves, this will become less of an issue.

“We’re starting to see ranges greater than 600 kilometres [per cycle]. I mean, there’s not a lot of people who need to travel that far on a single charge.”

DID YOU KNOW?

A single litre of gas is equivalent energy to 9 kwh of electricity.

On average, one litre of gas will power a car for 11 kilometres. In comparison, 9 kwh of electricity— the same equivalent power as one litre of gas—could power an ev for up to 50 kilometres.

CRASH! WHAT HAPPENS NEXT?

Andrew MacDonald, owner of Maritime Auto Salvage and two Fix Auto locations, said first is rescue and extraction—depending on severity—then vehicle storage, handling procedures and PPE are just a few things to consider.

“All EV collisions are different—have you thought about towing considerations, too?” said MacDonald.

The first step, depending on severity, is on first responders, who must safely extricate the driver and any passengers. First responders are constantly undergoing training to address the changing Canadian car fleet and the growing frequency of EV collisions.

“When we’re in the shop, we have the same diagrams that tells us which wires are safe to cut. The different is that first responders have minutes to complete the whole process. Waiting five minutes to figure it out, or to wait for the fire to die down—it’s just not an option.”

Next, the vehicle is sent to a tow yard, auto recycler or auto repair facility, in most cases.

“If you handle those services, you need to be prepared to receive these vehicles. What if you’re closed on a Saturday and they come and drop it? Think about what needs to be ready to safely receive that car. You’re going to need a designated spot.”

Thermal runaway—while rare, said MacDonald—can send an EV ablaze at

more than 3,000 degrees Fahrenheit for two hours or longer, requiring between 4,000 gallons and 6,000 gallons of water to put out. Storage of damaged EV systems is a paramount consideration.

“If a vehicle catches fire and it’s sitting next to another vehicle, or inside your building, that’s a massive risk.”

MacDonald did specify that EV batteries are rarely penetrated in collisions—about three percent to five percent of the time. As a recycler, MacDonald must pull the EV battery from the car, should one end up in his yard.

“It’s a real question for us, whether it’s safe on the shelf; where I’m going to store it; how do I ship it if someone buys it? Could it burn my facility down? Maybe.”

Handling procedures, too, must be understood by all staff interacting with high voltage technologies. This includes lockout and interlock procedures, a standard in companies that deal with EVs.

MacDonald then delivered some fast facts regarding EV claims. Seventy-eight percent of all EV estimates are less than three years old, he said, and less than one percent of EV claims are total losses. Total losses are typically routed to auction channels, auto recyclers or exporters.

“At the end of the day, I think a lot of these EV parts [received by recyclers] will be sent to recycling to recover the precious metals and valuable parts,” said MacDonald.

RECYCLERS IN RENO!

AUTOMOTIVE RECYCLERS ASSOCIATION HONOURS CANADA’S

STEVE FLETCHER DURING 81ST ANNUAL CONVENTION AND TRADE SHOW

The Automotive Recyclers Association (ARA) held its 81st annual Convention and Expo in late October last year, where Managing Director of the Automotive Recyclers of Canada (ARC) Steve Fletcher received the Lifetime Achievement Award from the ARA.

The award was presented during the Friday night awards dinner, during which outgoing ARA President Nick Daurio congratulated Fletcher on his 32 years of service to the ARA and the global recycling community.

“Thirty-two years ago, I attended my first ARA event, also in Reno, and now, to be recognized by my international peers with a Lifetime Achievement award is a humbling experience,” Fletcher told Collision Repair

“Anything I have been able to achieve within the global auto recycling industry is on the shoulders of my great auto recycling members across Ontario and Canada. My thanks to you for allowing me to serve.”

A NEW REP FOR CANADA

The Board welcomed Dustin Vetere of Dom’s Auto Parts, who will serve as the incoming Canadian board member. It was Vetere’s first experience at the ARA Convention and Expo.

“I was very happy to attend the ARA Convention and Expo for the first time,” said Vetere. “It was my first real experience with the American industry. Coming from a family-owned auto recycler, I have always been familiar with my own yard. Coming here, I’ve had the chance to get to know other people and businesses in the industry throughout

Ontario. Now, taking on the role of the Canadian representative on the ARA board, I am stepping into an even larger world.”

He added that he found the event and its programming similar to events by the Ontario Automotive Recyclers Association (OARA).

“It was rewarding to see an American take on the auto recycling convention. In many ways, it was similar to the OARA conventions that we Ontarians know well. We chatted with auto recyclers from across the country, browsed the trade show, and listened to discussion panels–all of this within the opulent walls of the casino resort where the convention was held.

“Seeing Steve Fletcher, who has been a mentor for many of us in the industry, receive his Lifetime Achievement Award was another incredible highlight. When the event came to an end and it was time for food and drink, there were plenty of options. I said many times while there: ‘These Americans know how to do things right!’”

Vetere added that he is eager to represent Canadian recyclers in his new role.

“I was very grateful to have a few familiar faces around me to help navigate this new ground. Thanks to Natalie Miller, Steve Fletcher and my father, Dom. I look forward to fulfilling my role on the board!”

THE INCOMING EXEC’S TAKEAWAYS

The ARA Convention and Expo marked incoming OARA Executive Director Mathieu Dagonas’ first event since the official announcement of his new role. According to Dagonas, the highlights were his participation in the affiliate charter meeting and witnessing firsthand the collaboration the industry offers; listening attentively to government affairs committee meetings; learning about the challenges American recyclers face and sitting in on tech workshops focused on emerging technologies that streamline processes.

“Keynote speaker Amber Kendrick delivered one of the most powerful, yet vulnerable presentations on overcoming complacency as a business owner,” Dagonas told Collision Repair mag. “And seeing our very own Steve Fletcher being celebrated with a Lifetime Achievement award was, of course, a highlight.

“I returned home with a wealth of knowledge that will serve me well in my new role, and profound confidence that the future of automotive recycling—and my place in it—has a bright future,” he added. “Congratulations to the outgoing and new ARA executive members who welcomed me with open arms. I’ll see you in Birmingham, Alabama, next year!”

FORGING A LEGACY

WATERDOWN COLLISION CELEBRATES 50 YEARS OF COMMUNITY, CRAFTSMANSHIP, AND COMMITMENT

Story by SARAH PERKINS

In the heart of Flamborough, Ontario, Waterdown Collision has become a pillar of the community over its remarkable 50-year journey. Established in 1974 by the DiFelice family, this award-winning collision repair facility is not only celebrated for its top-notch services but also for its deep-rooted commitment to local initiatives.

As the business thrives through generations, it continues to adapt to the evolving automotive landscape, embracing advanced technology and community engagement. With plans for expansion and a focus on excellence in customer service, Waterdown Collision is poised to drive into the future while preserving its legacy of care and craftsmanship.

FAITHFUL TO FLAMBOROUGH

Waterdown Collision has been voted best repair facility in the Flamborough area and its surrounding communities for close to a decade. With a strong connection to community initiatives, the shop frequently participates in fundraising events alongside sponsorships of local sports and leagues.

Focusing on serving Flamborough and the greater Hamilton area, today, Waterdown Collision’s client base consists of personal vehicle owners, businesses with commercial fleet vehicles and dealerships with repair and manufacturer warranty claims.

When speaking with Max DiFelice, President of Waterdown Collision, he noted that the shop’s “dedication is seen on many fronts. From supporting countless local teams, events, service organizations and charities, to the craftsmanship of fixing someone’s banged up

vehicle, it all matters equally as a committed member of the community.”

And, while five decades of experience has brought its share of ups and downs, the DiFelice family is proud to see the shop’s expansion, both in size, and to the third generation.

“The relocation and expansion of Waterdown Collision will optimize additional square footage and infrastructure to increase productivity, throughput and sales revenue,” explained Max. “With the addition of new equipment, training and staff, Waterdown Collision will be in a prime position to accommodate a growing market and advancing industry practices.”

For DiFelice, other achievements include: “Assembling an amazing team of staff that is family and goal oriented and like-minded and surpassing 1,000 Google reviews while maintaining a 4.9 rating.”

After 50 years in the industry, Waterdown Collision has no plans of slowing down anytime soon. When looking at goals for the future, DiFelice stated that first and foremost is continuing to achieve excellence in customer service.

Other goals include designing the new facility with a technical training centre; increasing sales by offering a wide range of services; increasing our staffing to create employment opportunities within the community; and adding new equipment and training to facilitate more sublet operations onsite, such as ADAS calibrations, glass replacement and wheel alignments.

Ultimately, with half-a-century of success, Waterdown Collision has developed a

playbook of maneuvers to consistently stay ahead. For DiFelice, these include owning your market and knowing your clients and making sure you stand out from the competition by truly being one of a kind when it comes to the client experience.

“Success begins from within. Hiring and training competent and caring staff who genuinely care about the business and the clients, and investing in ongoing training, equipment and facility upgrades will help ensure that your business keeps up with the times, whether this be ten years, 50 years or even a century.”

BROTHERS IN BUSINESS

With Waterdown Collision set to be passed on to the third generation, Collision Repair also sat down with Domenic and Dante DiFelice to learn more about their journey within the industry and goals for the future.

“I have always had an interest in the family business,” explained Domenic. “I gained more and more of an interest as I worked in the back of the shop, growing my position from the ground up. In high school, I gained a greater understanding of the business and involved myself in the process of learning more about the operations of a business in the industry.

“After high school I became truly engaged in the business and understood that it became my passion. From here, I used the beginning of my post-secondary education journey to begin paving my path to take over the family business.

“It was halfway through university that my

The Waterdown Collision team.

brother, Dante, was entering a point in his life where he was able to also truly understand the value of our business. At that point, we made the best decision to partner together and bring this business into the next generation and the future of the industry.”

Similarly, Dante responded that he has always had a strong passion for cars.

“At a young age, I began to do research about the mechanics and performance aspects of cars—not only performance vehicles, but I also had a passion for making everyday cars more enjoyable to drive.”

“In high school, I was unsure of what my plans were when I graduated. I knew I had a passion for cars and the automotive industry, but I couldn’t decide what my next steps were. I took a year off and work in the family business as an apprentice in the back. Fast forward to my year as an apprentice, I had the knowledge and ability to help out on multiple departments while continuing to learn new skills and techniques every single day.”

“Then, midway through my apprenticeship, I decided I was going to look for a school that was oriented in the automotive industry. This was a real turning point for me, as it was the first time I realized that there was so much room for growth and opportunity in this business. I knew that my hobby had found a home, and I couldn’t envision myself doing anything else.

“I learned about a post-secondary suited specifically towards the automotive industry and how to run a business in this industry. I knew that taking the strides to complete this program would put me in the best position to take over the family business with my brother and make it into the future.”

“I have had the honour of working for Waterdown Collision for the past 14 years and I am proud to be representing an organization who is heavily involved in its local community and is always finding new ways to give back to those who support us.”

— BRANDON BEZZINA, SENIOR ADVISOR

ESTIMATING TEAM

“It’s an opportunity for growth. It’s an opportunity for expansion. We are growing with our community, and as one of the collision industry’s largest independent operators, we can’t thank the community of Flamborough enough for the past 50 years of support. We’re very excited to see what the next 50 years have in store for our business and our expanding community.”

— DOMENIC DIFELICE, THIRD GENERATION

“Looking back into Waterdown Collisions’ accomplishments over the years, seeing how involved we have been in our local community has been truly inspiring to me. As Waterdown Collision continues to grow its roots at our new facility, I’m truly grateful for our amazing team and everyone who has been involved in shaping this next chapter of our business. I am excited to embrace the future of Waterdown Collision and continue to strive in hopes of achieving even more!”

— DANTE DIFELICE, THIRD GENERATION

Domenic Senior and Margaret DiFelice established Waterdown Collision in 1974.

The Waterdown Collision team has raised over $258,000 for Cystic Fibrosis Canada.

“50 years is a wonderful milestone—but at the end of the day, we’ve celebrated thousands of daily success stories when our happy customers are thrilled with how meticulously we have repaired their vehicle. I couldn’t be prouder of the local team we’ve put together and their commitment to putting our customers and community first.”

— MAX DIFELICE, PRESIDENT OF WATERDOWN COLLISION

“What I value about working at Waterdown for the past 11 years is that it is a positive environment where the team members are valued, we celebrate our successes and everyday brings us new challenges and opportunities to learn.”

— NADIA MAMONE, BUSINESS DEVELOPMENT & INSURANCE RELATIONS

“I am proud to say that I have been part of Waterdown Collision for 19 years! I’ve learned that if you want to be successful, you need to build a strong team of like-minded people who share the same values that want to deliver a product that we can stand behind. Max and the DiFelice family have done that. Our ‘work family’ is the reason I love coming to work everyday.”

— ARTHUR ZIELINKSKI, PRODUCTION & QUALITY CONTROL MANAGER

SHINING BRIGHT

CARSTAR’S RESTORE THE STAR MIAMI SUMMIT

CARSTAR’s Restore the Star meeting in Miami brought together franchise owners, managers, corporate leaders, and industry partners to discuss key challenges, share insights, and develop strategies to propel the industry forward.

Profitability was key to the two-day agenda which gave the group ample time for sharing and discussion. Also discussed were the increase of EVs on the road and in the shop, collision trends and marketing opportunities.

“Restore the Star is a program we launched at our conference in Victoria, BC this summer,” said Micheal Macaluso, Group President & EVP – Paint, Collision & Glass Business Segment Driven Brands. “Our plan is to accelerate franchisee profitability, sales, and unit growth. The goal is to ensure CARSTAR maintains its position as a leader in the Canadian collision repair industry today and into the future. It’s about putting together a new formula for success and is a combination of re-connecting with our roots over the past 30 years and blending that successful formula with new age thinking and best practices.”

For the complete story and more photos visit www.collisionrepairmag.com

CHEER IN GEAR

CARSTAR Torcam Group celebrates successful fourth annual toy drive for Salvation Army

Since 2021, the CARSTAR Torcam Group, led by Sebastian Torres, Javier Torres, and Liliana Camacho, has made spreading holiday cheer a tradition through an annual toy drive benefitting the local community. This year, the group’s four locations, CARSTAR Brantford, CARSTAR Brantford West, CARSTAR Simcoe, and CARSTAR Tillsonburg, once again united to make a meaningful difference by collecting thousands of toys for the Salvation Army.

Sebastian Torres, who has led the initiative each year, shared the personal significance of this event.

“This initiative is special to me. The first year it was unveiled, I explained to all of our employees that when we first arrived in Canada as refugees, we came in August of 2004, so we spent our first Christmas as very fresh newcomers to the country. We were used to spending Christmas surrounded by a lot of family, and this would be our first one alone.

“Money was tight, and our parents couldn’t afford us the gifts we were accustomed to. It was programmed like this which made our Christmas very special. Of course, it sounds very materialistic, but as children, you don’t comprehend the difficulties around the situation. Funny enough, it’ll be a Christmas that I’ll never forget, for positive reasons.”

Sebastian went on to explain how the toy drive has grown over the years: “Every year we really do try our best to make it bigger than the last and hopefully gather as many toys as we can. We have switched back and forth between gathering toys and sponsoring families as well, but the past couple of years we’ve just tried to gather as many toys as we can to touch as many families as possible. Looking forward to this one, it’s starting strong, so I hope it’ll be a good one.”

Through the toy drive, the Torcam Group has raised more than $10,000 for the Salvation Army in just three years. This year’s drive

ABOUT CARSTAR

promises to be even more successful, as all four CARSTAR locations have been dropoff centers for community members to contribute. The Salvation Army has served the communities of Simcoe, Tillsonburg, and Brantford for decades, providing essential support for families in need.

“We are incredibly fortunate to have such a supportive community behind us,” said Sebastian. “The holiday season can be tough for so many families, and it’s heartwarming to know that together, we can make a real difference.”

For more information, visit CARSTAR.ca.

CARSTAR is North America’s largest franchise network of independently owned and operated collision repair facilities, with over 700 locations across 35 states and 10 Canadian provinces. A part of the Driven Brands family of automotive aftermarket franchise brands, CARSTAR delivers national scale, premier vehicle repairs, repeatable outcomes, and the industry’s highest customer satisfaction ratings. CARSTAR remains committed to giving back to the communities it serves through various fundraising initiatives, including raising over $4 million for cystic fibrosis research, care, and advocacy across North America. CARSTAR is actively seeking new franchise partners. Interested parties should contact 844-906-9764 or visit CARSTARfranchise.ca.

MANITOBA MAKES A DIFFERENCE

ATA OF MANITOBA HOSTS RECORD ATTENDANCE AT ANNUAL TRADE SHOW AND COLLISION OLYMPICS

Story by ALLISON ROGERS

The Automotive Trades Association of Manitoba (ATA of Manitoba) hosted 365 students as part of its annual trade show, which also featured a “Collision Olympics” portion that allowed the students to try their hand at some collision skills.

“This year’s trade show featured three times as many students as last year,” said Ferd Klassen, vice president of the ATA of Manitoba and owner of Niverville Autobody. Students were from Winnipeg, Selkirk, Steinbach and Brandon and came from both high school and college-level programs.

To inspire the 365 students in attendance,

Eastside Collision had the third-highest score, claiming a $1,000 prize; St. Claude Autobody claimed the silver medal and a $2,000 prize. In the gold medal position was another Eastside shop—Eastside Moray Collision and Glass—which took $7,000 back in winnings.

trade show booths highlighted various aspects of the industry, including calibration, software, dent repair, supply chain management, estimating, and painting. “We appreciated the opportunity to participate in the Youth Attraction Effort. We met many promising young people who we hope will consider a career in collision repair in the future,” said Koos Reineking, vice president of Lift Auto Group.

Some attendees returned from last year, eager to spread the word about ATA’s hard work in promoting the trade. Jesse Unrau, who teaches automotive refinishing and collision

repair at Steinbach Regional Secondary School, returned this year with 25 of his grade 11 and 12 students in tow.

“I’m trying to make them aware that there are so many options in the automotive trades,” he said.

The trade show, which extended into the evening for the professional industry, allowed students to speak to individuals working in various collision repair segments—from paint companies to high-tech training and tool providers and more.

Red River College Polytechnic student Tyler Wiens told reporters on-site that it was

which there were 365 in attendance–and

a

Collision Olympics participants were tested in three different categories: painting, estimating and welding. Each collision centre team had to provide three different team members, one to compete in each category.

“eye-opening” to see the scope of careers the industry offers.

“It’s good to know there’s a lot of opportunity here,” said Wiens.

Other attendees, like recent high school graduate Samara Baltazar, joined the festivities because of an acute interest in the industry.

“My school offers the collision repair and refinishing program and I have always loved just using my hands and problem solving and working away and I figured it would be a good opportunity for me.”

In the evening, auto body professionals from across Manitoba attended the event

to participate in their own Collision Olympics. Manitoba-based collision centres had to offer up one painter, one estimator and one welder to qualify for the competition.

Scores were tallied between all three categories, with the top three scores claiming cash prizes.

Eastside Collision had the third-highest score, claiming a $1,000 prize; St. Claude Autobody claimed the silver medal and a $2,000 prize. In the gold medal position was another Eastside MSO—Eastside Moray Collision and Glass—which took $7,000 back in winnings.

Students–of

collision professionals each had

chance to compete for prizes in ATA of Manitoba’s VR-powered Collision Olympics.

GLITZ AND GLAMOUR GALORE

A LOOK BACK ON SEMA 2024

This year’s SEMA Show—which took place from November 5 to 8, 2024—was a testament to the power of coming together as an industry, surrounded by the glitz and glamour that only Las Vegas, Nevada can offer.

More than just a showcase of the latest products and innovations, the SEMA Show is a vibrant gathering of like-minded professionals eager to share knowledge and insights.

When looking at all the SEMA showroom had to offer, Collision Repair’s first visit was a special unveiling at AkzoNobel’s Central Hall booth. Here, the coatings company once again hosted brand ambassador, custom car builder and designer and painter Dave Kindig—owner of Kindig-It Designs and star of Motor Trend’s Bitchin’ Rides.

Another highlight of the event was the announcement of the 2024 winners of the New Product Showcase. Here, I-CAR Academy walked away with the top prize as the best new Collision Repair/Refinish product. Runners-up were Sagola SPRAY (Sagola by Elcometer) and the RTS app from I-CAR, respectively. Additionally, the best new ADAS product was awarded to Revv ADAS Plus by Revv ADAS. Here, runners-up were Revv ADAS Mechanical by Revv ADAS and Solar Wireless Driving Assistant by Vision Automobile Electronics Industrial.

Overall, more than 1,600 products were entered into the 18 different Showcase categories to be considered for a SEMA New Product Award. Winners were selected based on a variety of factors, including superiority of innovation, technical achievement, quality and workmanship, consumer appeal and marketability and more.

Finally, Keystone Automotive was named SEMA Channel partner of the year.

So, while the glitz and glamour may be finished for another year, relive the highlights by checking out exclusive photos and product descriptions here.

NEW AGE TOOLS

EIGHT NEW PRODUCTS SHOWN AT SEMA THAT COULD TRANSFORM YOUR WORKPLACE

The SEMA New Product Awards are a highlight of the automotive industry, showcasing cutting-edge innovations and tools that push the boundaries of performance and design. This year, a remarkable selection of over 1,600 products competed across 18 diverse categories, each vying for recognition based on criteria such as innovation, technical achievement, quality, and market appeal.

Collision Repair took a deep dive into this year’s New Product Showcase to identify the standout tools that we believe will make the most significant impact in our market. Join us as we reveal our top picks for the coolest advancements that are set to transform the industry.

SATAJET X 5500 LOWRIDER LIMITED SPECIAL EDITION BY SATA

This limited-edition SATAjetX 5500 Lowrider is a top-quality spray gun available in both HLVP and RP compliant technologies. SATA says the spray gun is perfect for spraying all types of topcoats, sealers and clears. Plus, the SATAjet X 5500 Lowrider is a limited production special edition surface coating that will help you stand out. This spray gun is available across the United States and Canada at authorized SATA distributors.

TRAINING CONTENT BY 3M AND AXALTA

3M and Axalta have announced a collaboration to introduce a new training content series focused on automotive refinishing. The series will feature five cobranded training modules, each intended to meaningfully help technicians and shops improve their understanding of repair process practices and drive greater operational outcomes. The first three training modules from the series centred on optimizing process productivity, efficiency and quality in refinishing, are scheduled for release globally on December 2, 2024, and will be accessible through the 3M™ Collision Repair Academy and Axalta Academy platforms. The training content will also be made available on 3M and Axalta’s social media channels. Additional training modules focused on safety and sustainability will become available in 2025.

The companies made the collaboration announcement during Industry Week in Las Vegas, Nevada. Pictured above: Patricia Morschel, vice president of marketing and commercial operations for Axalta global refinish; Troy Weaver, director of global refinish, Axalta; and Dave Gunderson, president, 3M Automotive Aftermarket division.

Story by ALLISON ROGERS

REVV ADAS PLUS BY REVV ADAS

The winner of the SEMA Best New Product — ADAS Category, Revv ADAS is a SaaS platform that allows collision repair facilities and calibration businesses to identify new revenue streams from required ADAS, safety, steering and functional calibrations on repaired vehicles. According to the company, Revv ADAS Plus delivers a complete calibration identification solution with an advanced rules engine, workflow management, CCC and Mitchell integrations, as well as customizable options for each shop. The program allows for advanced quoting based on labour rates, insurance or vehicle make, plus seamless billing and invoicing via Quickbooks integration.

PRO SPOT ERGO LIFT ASSIST™

The revolutionary Pro Spot Ergo Lift Assist™ System (ELA) is the tallest and most versatile motorized boom mechanism for spot welding applications. Designed to reach higher (9.25’ / 2.82 m) and lower (5’ / 1.5 m) than most conventional booms, the ELA makes spot welding any area on today’s high reach/ wide footprint vehicles accessible and ergonomic. The Ergo Lift Assist™ is designed for today’s high-profile SUVs, vans and trucks, and the battery-powered ELA has over nine feet of vertical reach.

FORMOSA VCU BY FORMOSA EV

Winner of SEMA’s Best New Electric Vehicle Product, Formosa EV’s Vehicle Control Unit (VCU) simplifies EV conversions by acting as a universal translator between components. The company says this eliminates the need for CAN bus programming. Normally, setting up the communication between car parts requires a lot of technical programming, though Formosa says its VCU removes this hassle. The product itself is designed for DIY enthusiasts and is said to offer easy set-up via a user-friendly mobile app. The VCU is said to be automotive-grade and OEM-tested, according to Formosa EV.

GPR STAR VORTEX COOLER FOR GLUE PULL REPAIR BY KECO BODY REPAIR PRODUCTS

The GPR Star Vortex Cooler is a cooling solution designed to improve the performance of glue pull repair (GPR). It rapidly cools down hot glue, allowing technicians to work faster and more efficiently by minimizing wait times during the repair process. The GPR Star Vortex Cooler—not yet available in Canada—is said to be ideal for shops and locations where ambient temperatures are elevated. The cooling effect of the vortex action reduces temperatures and times between pulls, according to KECO.

SAGOLA SPRAY BY SAGOLA BY ELCOMETER

Experience hands-on spray painting training without the mess! Developed by expert spray paint technicians, the Sagola SPRAY VR program allows refinishers-in-training to master essential techniques in a safe and eco-friendly environment. Practice repeatedly to refine your skills while saving paint and materials. Receive instant feedback to learn from your mistakes and improve your technique. Discover the perfect gun distance for a flawless finish, adjust your hand positioning for optimal fan patterns, and understand the ideal speed for effective spraying. Elevate your craftsmanship and gain confidence in your abilities with our innovative virtual reality training!

HUNTER UNIVERSITY BY HUNTER ENGINEERING

Launched in Summer 2024, Hunter University is a new global learning platform designed for easily accessible training for customers, technicians, technical school instructors, students and other interested parties. The Hunter University platform, which is available in 21 languages, collects all of Hunter’s extensive learning content in a single place, offering dozens of free online courses worldwide, as well as streamlined registration for hands-on, in-person courses at training centres around the United States. Hunter Engineering notes that all existing content was updated and refreshed as part of the nine-month effort, often converting from dynamic modules with narration and video. The online courses are generally presented in five-minute segments, so even a 10-module course can be completed in approximately one hour.

WINNER

RUNNER

CHOOSING TO EMBRACE CHALLENGE

FOR PHILIPPE-ANDRE BISSON, DIRECTOR OF MARKETING AND COMMUNICATIONS AT FIX NETWORK WORLD, THE COLLISION REPAIR INDUSTRY

IS AN OPPORTUNITY FOR BOTH CREATIVITY AND CHALLENGES

“Between the OE and the aftermarket side of things, we have similar challenges. Electric vehicles, for instance, are coming and both sides must reckon with the question of how we prepare for this. Collision repairers are serious about staying on top of tech trends and both collision repairers and OEs are ambitious and ready to perform on-the-ground work.”

IStory by SARAH PERKINS

n a world where career paths often follow a linear trajectory, Philippe-Andre Bisson’s journey into the automotive industry is anything but conventional. From aspiring lawyer to the Director of Marketing and Communications at Fix Network World, his story is a testament to the power of passion and the unexpected turns life can take. It all started at the Montreal Auto Show, where a chance encounter sparked a lifelong love for cars and a commitment to a communityfocused industry, reshaping his destiny in ways he never imagined.

Philippe-Andre—who most know as PA— may have never envisioned a career in collision repair, but whose love for cars, coupled with a desire to contribute to a community-centered industry, has led him to his current role as the Director of Marketing and Communications at Fix Network World.

In a conversation with Collision Repair magazine, PA shared how his journey into the automotive world began at an auto show, igniting a passion he had cherished since childhood thanks to his father.

“Until I was about 20 years old, I wanted to be a lawyer,” PA recalled. “Everything changed for me in 2007 when I attended the Montreal Auto Show.

PA encountered someone who introduced him to the possibilities at Georgian College.

“They told me that I could have a fulfilling career working in the automotive industry,” he explained, which inspired him to shift his focus from law to a marketing and management degree in the automotive sector.

“From here, I became very excited about this idea and two weeks after this pivotal conversation I changed my plans and decided to move to Ontario to attend Georgian College. After three years in Business AdministrationAutomotive Marketing, I graduated with honours completing a degree in marketing and management at Northwood University in Florida.

After graduating, PA began his career as a product planning specialist for Kia Canada in 2012. In this role, he helped design the “car of the future,” tailoring products for specific markets.

His talent was soon recognized by Kia’s Head of Communications, who suggested that he transition to a communications role. PA then managed car launch events in Quebec, building media relationships and honing his communication skills for two years.

In 2016, he was approached by a headhunter from General Motors Canada, which opened the door to his next challenge as a communications manager. This position allowed him to take on greater responsibilities, ultimately becoming the lead communications manager for GM, overseeing launch events nationwide for brands like Buick, GMC, and Chevrolet. In 2021, he advanced to the role of Senior Communication Manager, managing the Cadillac brand and supporting all GM brands’ launch events.

Reflecting on his career progression, Bisson expressed his appreciation for the challenges that shaped him. “I loved my role and the people I worked with at GM, but I was eager for a new challenge—one that would allow me to lead a team.”

That’s when Fix Network entered his professional landscape. PA was already familiar with the brand, jokingly noting that Fix Auto repaired his vehicle after a collision in his youth. However, the aftermarket sector had always been somewhat peripheral to his experience

In 2023, recognizing an opportunity for growth, he applied for the Director of Communications position at Fix Network. “I had never considered transitioning to the aftermarket side, as I envisioned spending my career in the OE space.”

In his current role, PA leads an amazing and skilled team of twelve, providing guidance and elevating the communication, marketing and event strategies of Fix Network. He views marketing and communications as crucial pillars that support the success of franchisees.

“They are my primary clients, and I enjoy connecting with them to share their stories,” he said.

PA finds diversity and creativity in his position, not least in enhancing Fix Network’s social media presence.

“When I joined, there wasn’t a strong social media footprint, so I focused on building our online presence. With this company it feels like anything is possible and my new role offers a lot of room for creativity,” he stated.

Working with Fix Network has also reshaped his perceptions of the collision repair industry.

“Before joining, I had preconceived notions about the aftermarket sector. I was pleasantly surprised by the professionalism and technological expertise I found. The industry is full of passionate individuals, much like those in the OE sector,” he reflected. He acknowledged that both sides of the industry face similar challenges, particularly with the rise of electric vehicles.

“Collision repairers are committed to embracing new technologies, and both sectors are determined to adapt and thrive,” he emphasized.

PA is excited to tackle future challenges in the aftermarket industry.

“Honestly,” he chuckled, “I never thought my role would be more demanding than my time at GM. But I embrace the challenge and am passionate about what I do.”

He looks forward to learning more about technology shaping the future of vehicles. Initially, gaining knowledge in collision repair was his biggest hurdle, but he feels equipped to navigate this new terrain with the support of mentors, including Sylvain Seguin, President of Fix Network Canada.

BALANCING ACT

THE 2024 INSURER REPORT CARD PAINTS A PICTURE OF SEESAWING RELATIONS

Story by ALLISON ROGERS

It takes collaboration to achieve success, especially in the intricate world of insurers and repairers. This collaboration often culminates in a delicate dance where cooperation teeters on the edge of contention.

In the ever-evolving landscape of insurers and repairers, the stakes are high, and the feedback is raw. Each year, Collision Repair magazine invites industry voices to share their candid experiences to capture the nuances of this intricate relationship. The results are tallied, grades are assigned and the narrative unfolds, revealing both triumphs and challenges in our annual Insurer Report Card.

This year’s report shows an even split between insurers with improved grades and repairers with diminished grades over the 2023 report. Five insurers—Economical Insurance, Intact Financial, TD Insurance, CAA Insurance and The Travelers—improved their grades over 2023, even if marginally. We applaud them for their efforts.

The top three insurers in this year’s report, all with B-plus grades, are—tied for first—the Co-Operators Group and CAA Insurance, followed closely by Saskatchewan Government Insurance (SGI).

Collision Repair notes that the CoOperators Group has performed consistently

as the top insurer in our Insurer Report Card since 2019. Congratulations to the organization for its efforts.

SGI has performed similarly well in recent survey years, scoring in the top three insurers since 2021. This year, SGI was the only insurer to receive an A-letter grade in any category.

The public insurer received an A-minus in payment timeliness. Despite this, SGI’s overall score dropped a full grade, from A to B, in the 12 months since our last report. Even still, Collision Repair received many “kudos” to SGI in the 2024 report, and Saskatchewan repairers were some of the top reporting provincial repairers in this year’s survey.

Manitoba Public Insurance (MPI) also dropped to a new letter ranking over last year’s report. While the public insurer scored a B-minus last year, it claimed a C-plus this year, with decreased grades in all three categories.

As for Allstate Insurance, the insurer suffered particularly in the dispute management category. In 2023, Allstate received an A-minus in the category; this year, a C-plus. Its efforts in payment timeliness were ranked the same in 2023 and 2024, though bodyshop relations dropped from a B-minus to a C-plus.

Despite tying for the top score this year,

the Co-Operators did experience drops in all three categories. Last year, payment timeliness was ranked an A-plus; this year, a B-plus. For dispute management, the CoOperators claimed an A in 2023 and a B this year. For bodyshop relations: an A-minus in 2023 and a B-plus in 2024.

The other tied-for-top-place insurer, CAA Insurance, showed improved scores in all three categories.

Another notable change to be celebrated: after scoring F-letter grades across the board last year, Economical Insurance has improved its grade to a D-plus. We can further note that not a single insurer reported an F-grade this year; no grade was lower than a D-plus—a marked improvement over previous years.

When it comes to the Collision Repair analysis, we see that this year’s results reveal a mix of improvements and setbacks, highlighting the ongoing evolution of these critical relationships. The evolving landscape requires continuous effort from both insurers and repairers to foster collaboration and enhance overall performance.

With each passing year, we look forward to seeing how these relationships develop, hoping for even greater achievements in the future. Thank you for being part of this important dialogue.

OPIN IONS

“It would be appreciated if insurance companies answer their phones right away when we have a problem.”

“Shops must be profitable! Period—or the wheels fall off the wagon. Stop fearing the profitability of the collision repair centre and embrace it. Every insurance company is reflected in a customer’s experience at the collision repair shop. Heavily reward the shops that make you look good and your insurance company will look good.”

“Some insurers that receive the better grades believe in partnering, the ones that receive the lower grade believe in parenting.”

“The insurance industry’s concept of ‘market’ labour rates is misguided. It is based on what other insurers are paying, resulting in a decision based on an echo chamber. It reinforces the fact that no one wants to deviate from the status quo. There has to be a better way.”

“Kudos to SGI who give ALL shops the opportunity to play on the same level with their accreditation program(s).”

“Honestly if you are a DRP shop, usually things flow through the process without any issues. If you’re a independent shop and are not of DRP status then things usually don’t work out as efficiently and smoothly as it used to. The insurers are too dependent on their DRP process and are not able to work efficiently with independent shops without long delays.”

“SGI has set the bar high for industry relations, they are committed to removing pain points from the collision repair process and they communicate with our industry on a regular basis.”

“For most insurance companies, there is a large disconnect between the insurer vendor management and the image desk. They are not on the same page.”

“MPI was headed in the right direction but with the latest ‘shuffle’ in management, relationships with shops and dispute resolution has fallen to the bottom of their priority list.”

TECHNOLOGY POWERED CLAIMS

CANADIAN INSURERS WANT TO ADOPT AUTOMATED TECHNOLOGIES, SAYS REUTERS REPORT

Story by SARAH PERKINS, ALLISON ROGERS

Insurance companies are embracing technologically advanced trends like generative AI and machine learning to address industry challenges.

According to Reuters’ recent report, titled The Future of Insurance in Canada: Top Technology Trends in 2024, the majority of Canadian insurance representative respondents indicated that their companies have already invested in “established technologies,” with 79 percent saying their companies have invested in data analytics and 72 percent saying they’ve invested in automation.

The report further notes that exactly 50 percent of Canadian insurers said their organizations are planning to adopt automated technologies like generative AI. Thirty-three percent of respondents indicated their

companies are testing scenarios where AI can be used, compared to just 22 percent of insurers globally.

In total, 37 percent of Canadian survey respondents indicated their organization had already used generative AI in test-use cases; had evaluated potential vendors or even moved on to full-scale implementation.

According to Reuters’ analysis, generative AI and machine learning will be the top trending investment by insurance representatives come 2027. In 2024, generative AI and machine learning are the eighth and ninth-most invested in technology by insurers. As of 2024, data analytics are the top-ranked insurer investment, followed by digital portals and automation.

Despite these widespread investments and clear interest in new technologies,

63 percent of respondents indicated that automated claims management systems are particularly difficult to implement. More than half of respondents highlighted delays in implementing technology. A further 46 percent said there was a lack of understanding regarding technology implementation, either on the industry’s part or on the business and vendor side.

“It’s essential that investments [in AI, particularly generative AI] are supported by strong governance frameworks and the adequate training of our people,” noted Markus Glese, chief compliance officer for Zurich. “While AI has the potential to revolutionize operations, it’s ethical and effective implementation depends on ensuring that employees are well-equipped to manage and utilize these advanced tools responsibly,

The Reuters Events Insurance Technology Benchmarking Survey 2024 was conducted between March and April 2024. Among the 47 respondents from Canada, 45 percent are in senior management positions, reporting directly to organizational leadership. A further 34 percent of Canadian respondents are in C-suite or equivalent sector leadership and board membership roles, while 13 percent are in midmanagement capacities.

PERCENT SHARE OF RESPONDENTS INDICATING THEIR ORGANIZATION HAS INVESTED IN SPECIFIC TECHNOLOGIES OVER THE LAST 12 MONTHS:

*Note: Low base size technologies including Chatbots, Payment Technologies, Sensors/Telematics, and IoT devices has been excluded in this illustration.

maintaining trust and meeting regulatory standards.”

Comparing both Reuters’ global insurer and Canadian insurer samples, the technologies delivering the best return on investment are data analytics, automation, digital portals and claims management systems.

“Data analytics is unsurprisingly number one in most businesses,” said Brady Aarssen, VP of operations, strategy and transformation for Canada Life. “The industry has a unique and comprehensive data repository that historically we haven’t been able to fully leverage. With new tools and technologies, it

opens up a world of possibilities by providing the knowledge needed to run a better business and make better decisions.”

Reuters further points out that data analytics is being applied across multiple insurance processes, unlike other new technologies. Across Canadian respondents, 32 percent

Figure 1

Machine learning can be used to teach software to detect vehicle damage and grade its severity accordingly.

PERCENT SHARE OF RESPONDENTS RE: SPECIFIC TECHNOLOGIES DELIVERING THE BEST ROI IN THE LAST 12 MONTHS

apply data analytics to claims; 45 percent apply them in underwriting; 36 percent use data analytics in actuarial practices; 45 percent in pricing and 32 percent in marketing. For comparison, 18 percent said they’ve used automation in claims; 14 percent have used automation in underwriting; zero percent in actuarial; two percent in pricing and 14 percent in marketing.

More than half of Canadian respondents (57 percent) said data analytics is delivering the best return-on-investment today. Globally,

respondents ranked data analytics to have the second-best ROI, behind automation. Generative AI and machine learning are ranked to have the lowest ROI, both in Canada and globally, indicating a shared perception of this novel technology across markets.

“Generative AI and other more advanced tools may simply be too novel and unknown for demonstrable implementation plans, while employees may take longer to develop an understanding of them,” noted the report.

According to Reuters’ analysis, generative AI and machine learning will be the top trending investment by insurance representatives come 2027.

WHAT IS GENERATIVE AI?

Think of it as a smart machine that learns from lots of examples and then uses that knowledge to make something new. For instance, if you show it many pictures of auto damage and “teach” the program what it is looking at, it can begin to learn and identify auto damage on pictures you upload to the system.

In the insurance world, generative AI could help to write policies, answer customer service inquiries, perform risk assessments or detect fraud.

Insurers aren’t employing literal robots (yet), but they are investing in new technologies like generative AI and machine learning, especially in Canada.

INVEST IN YOUR PEOPLE, THEIR TRAINING AND TECHNOLOGY FUTURE PROOFING

Column by JAY PERRY

In a recent article from the Business Development Bank of Canada (BDC) entitled “Four Key Trends Shaping the Future of Canada’s Businesses,” the authors identify, in formal terms, four things we all know as business owners and managers.

We all know costs have increased. As a matter of fact, costs have never—in all of industry history—increased at the pace that they have in just two years. We all feel the pinch. Price increases, on average, have grown 35 percent from 2020 to 2022. Astounding! What this stat also points out is that, although inflation may return to previous levels, costs will stay elevated comparatively speaking. So, we must learn to be more efficient to maintain margins. Leaders must captain efforts with entire teams.

Customer preferences are shifting, and this puts additional pressure on pricing, environmental concerns, energy consumption, social integration and many more items that could potentially increase costs and/or affect the buying decisions of consumers and where

they do business. Ignore these at your peril!

Labour shortages are putting pressure on businesses, limiting their ability to deliver services and creating increased costs. Eightyeight percent of businesses are reporting this as a major concern. One thing you cannot ignore is implementing technology into the solutions to reduce labour requirements. It exists and more will appear soon with the advent of artificial intelligence (AI). Training and development work needs to be invested in if you are to have a workforce that is competent. It is NOT a cost—it is a necessity! You must build your own team if you want to participate in the future of business!

You need a people strategy, which may include upskilling workers. Attitude is more important than ability—abilities are something that can be learned—thus, giving you opportunity to create the workforce you need through investment in education.

Technology is likely to have the greatest impact on the future. Throwing more people

Attitude is more important than ability—abilities are something that can be learned—thus, giving you opportunity to create the workforce you need through investment in education.

into the workforce pool has its limitations. Technology has limits too, but it is growing and advancing much more rapidly than the development of the workforce. What jobs can you automate? By looking at every job in your operation, you will see an opportunity to bring at least a partial solution today with the current available approaches.

Automated customer relations management (CRM) reduces office staff costs and frees up your people’s valuable time. AI-driven assistants in a variety of areas are also readily available. The BDC article pointed out that the average small business that invested in automation made only an approximately $10K expenditure. That can be recouped rapidly!

The bottom line in the article is act now to prepare for the future of your firm! As we that have been around for a while know, the challenges of running a business will always be present. It is how we prepare to combat those challenges that keep us the one who’s driving!

JAY PERRY is the founder of Ally Business Coaching, a process improvement and leadership development firm, and co-author of the book Success Manifesto with Brian Tracy. Jay is also an education partner with California Coast University in Santa Ana, California. He can be reached at jayperryally@gmail.com

SILOS AND SHADOWS

CHALLENGING THE STATUS QUO IN A FRAGMENTED MARKETPLACE

Column by DOUG KIRK

Is the global collision repair industry broken? The world of collision repair is remarkably similar around the globe with very common business practices and models or what we now refer to—somewhat laughingly, in my opinion—as ecosystems, and depending on your personal position in the industry, such as collision centre owner or technician, insurance broker/insurer direct/work provider, technician or part of the extensive supply chain, you will have your own point of view on the question above, I for sure have mine.

My name is Doug Kirk, and I reside in a small fishing village in Scotland and have had the great privilege of traveling the world and seeing almost every version of collision repair.

I began my journey as an apprentice painter in my home country in the very late 70s and one of my first experiences in the industry was being involved in one of the first Sikkens Autocryl installations in the U.K. When I met the technician representative, I thought that’s the job for me. Not because I wanted

to be the fountain of all knowledge, because like almost every teenager I was lazy, which unbeknownst to me would be a great asset in my career.

Well, in 1989 I achieved my goal and got the keys to my first ever company car and was sent out into the world to educate it.

That was what I thought. Boy was I in for a rude awakening.

I have had the privilege of working for some of the top businesses at senior level including ICI Autocolor, now Nexa, part of PPG; AkzoNobel, LKQ, and Sherwin Williams, all in global positions. I have met some amazing people, including a man I totally respected from the outset, Canada’s very own Mr. Sam Piercy.

I first met Sam when he was introducing waterborne product into Budds’ and, as the Global Technical Director for a U.K. Booth company called Junair, I was asked to come and talk to him about our patented solution, Qads.

Our paths crossed many times. Various people commented on how we were of a very

similar point of view; I was told, “You both take no prisoners,” I was told by two close friends, John Beckworth and Kelvin Campbell. Enough about me. Let’s get back to the question I raised: Is the global collision repair market broken?

The global collision repair market has its challenges, but there is nothing new in that. Most businesses do have challenges, but most businesses are not like ours; classed as low volume yet highly variable. Thus, the challenges we face are somewhat unique.

Here are some of the challenges we are experiencing currently:

• Vehicle complexity

• Parts or supply chain issues

• Pressure from insurers

• Increasing operational costs

• Changing customer expectations

• Market consolidation

• Environmental legislation and sustainability costs

• Labour shortages and skill gaps

There is one thing missing from this list: our industry is not a value stream or an ecosystem as some think. It is a series of siloed businesses competing against each other to own and/or control the customer or the narrative.

In both 2010 and 2014, I gave a presentation to the CCIF in Toronto to address this ‘siloed thought process of who owns the customer.’ At the time I suggested that consolidation would accelerate this silo mentality and that, in under a decade, most of the business around the world would be controlled by a few entities. This is becoming a reality faster and faster.

Silos drive the following: maximums and minimums—both of these are bad,

driving inefficiency and higher WIP; greater rework, poorer profit, diminished quality, longer cycle times, poor employee engagement and, last but not least, an unsure future.

Don’t get me started on repair versus replace, or green parts, or robots taking over complex tasks of the technician, subjects I have a very pointed view on.

Until next time, I leave you with this thought: there is no global shortage of skilled labour. There is no skills gap. There is, however, a labour deployment problem. We keep on asking master technicians to undertake tasks that are well below their pay grade. When we do this, we get less bang for our buck. Think on that.

DOUG KIRK

The global collision repair market has its challenges, but there is nothing new in that. Most businesses do have challenges, but most businesses are not like ours; classed as low volume yet highly variable.

Doug Kirk has had a wide and varied career in the automotive industry, having first begun his journey as an apprentice painter in the United Kingdom. He has worked in senior level positions at businesses such as Nexa, AkzoNobel, LKQ and Sherwin Williams. Kirk is interested in the continued challenges that face the industry.

20 TOP UNDER 40

The 20 Under 40 initiative recognizes the top young leaders under the age of 40 who are making a significant impact in shaping the future of the collision repair field. Whether through innovation, leadership, community involvement, or driving industry change, these individuals are setting new standards of excellence. By endorsing these rising stars, you’ll help spotlight the dynamic talents and fresh perspectives that are driving the industry forward. Don’t miss the chance to honour those who are leading the charge and inspiring the next wave of collision repair professionals!

MAN EXHUMATION

WORD OF MOUTH IS DEAD!

TIME FOR A MODERN MARKETING STRATEGY

Story by BY RICK FIFER, ACOAT SELECTED BUSINESS SERVICES, AKZONOBEL

ost collision repairers will list word-of-mouth as a core component of their marketing strategy. But how can word-of-mouth be part of a strategy? It’s incredibly difficult to measure and all but impossible to manage! Relying on word-of-mouth as part of a marketing strategy is like saying you hope your customers are happy, and you hope they tell their friends, and you hope their friends come to you when they need collision repair services. Hope is not a strategy.

The Merriam-Webster dictionary definition of word-of-mouth is “orally communicated” or “generated from or reliant on oral publicity”.

Varying studies over several decades agreed that people were likely to tell a handful of friends about a positive consumer experience but were likely to tell even more friends about a negative experience. Furthermore, they were likely to continue to tell the negative story further into the future than the positive story.

AN EVOLVEMENT

As you may have already surmised, the internet and online reviews are the real cause of word-of-mouth’s death. Ok, maybe that’s an exaggeration. Word-of-mouth didn’t die; it evolved into word-of-web!

Word-of-web isn’t limited to just friends and family. Rather than just telling a handful of people over the course of a week or two, word-of-web potentially tells thousands of people. Maybe more! Forever!

According to Podium, 93 percent of consumers say online reviews impact their purchase decisions, with 58 percent looking at online reviews at least weekly.

INTERNET HIDE & SEEK

Once again, per Podium, 54 percent of consumers find a local business with a generic web search, such as “bodyshop near me”, with another 30 percent searching in Apple Maps or Google Maps. Combined, that’s 84 percent that find a business with some form of internet search.

By default, most Android devices use Google Chrome and Google’s search engine. Apple doesn’t have its own search engine so users can select their preferred search engine when using Apple’s Safari browser,

but it’s important to note that Google is Apple’s default search engine. Because of this, most consumers immediately see Google ratings in their search results.

On the other hand, Apple Maps is connected to Yelp reviews and ratings, while Google Maps is obviously connected to Google reviews and ratings.

That’s 84 percent of people that see ratings, and potentially reviews of some sort, before they see your website!

In fact, just 13 percent go directly to a business website and bypass the generic web search.

CULTIVATE YOUR ONLINE REPUTATION

Your online reputation is like a garden. You can’t just throw some seeds in the yard in the spring and expect to have a bountiful harvest in the fall.

It’s human nature for people to speak out publicly when they’ve experienced extremely poor or exemplary service. These extreme ends of the spectrum produce ratings of 1s and 5s. The equivalence of weeds and flowers!

Another statistic says that consumers typically will not consider engaging with a business that has less than a 3.3-star rating, so those fours are extremely important!

• Prepare the soil

Reinforce the importance of good ratings and reviews with your team. After all, they are the ones responsible for your customers’ experiences. They are the gardeners!

Decide which review sites you want to cultivate. This can change as your garden grows. You might receive many good reviews on one platform but not another, which can shift your focus.

• Plant the seeds

Yet another Podium statistic finds that 77% of consumers say they would be willing to leave a review if asked.

Better yet, at the beginning of the process you can ask the customer what it will take to earn a 5-star review. Then at the end of the process you can review those expectations to ensure they were met, almost obligating the customer to provide that 5-star review!

• Water your garden

It’s good practice to acknowledge and reply to ALL reviews. A simple thank you comment on positive reviews can suffice, but how you handle the negative reviews can make a big difference. Your replies are more for the people that might be considering doing business with you, than for the ones that already did business with you!

• Weed your garden

You can’t pluck one- and two-star ratings and reviews and just toss them in the compost pile like you can with weeds. Ratings and reviews live forever, but they don’t all remain in the spotlight, or sunshine, to maintain our garden analogy.

Your online reputation is like a garden. You can’t just throw some seeds in the yard in the spring and expect to have a bountiful harvest in the fall.

1. Replying to a negative review with an offer to rectify a customer concern can sometimes result in a negative review being changed to a positive review!

2. Actively seeking reviews can increase your four- and five-star ratings, which will minimize the impact of occasional negative reviews.

3. Negative reviews eventually drop off the radar. They’re still there, and still impacting the overall average, but are no longer front and center. Most consumers will just read the most current reviews, not wanting to scroll through multiple pages. Choke out the weeds with flowers!

FAST TIPS: GETTING GREAT REVIEWS

HOME SECURITY

Let’s not discount the value of your website. Most consumers will visit a website once the business has passed the review test. Your website is your internet homebase. It’s the ONLY place online that you have 100 percent control of your message.

When was the last time you audited your own website and tried to look at it as though you were seeing it for the first time as a potential customer? Is it easy to navigate? Is it visually appealing?

The following 10 items are found on many collision repairer websites. Here’s how we ordered the importance of these items.

1. OE and other certifications—potential customers want to know if you are qualified to repair their car. OE and other certifications, such as I-CAR, should be prominently displayed. Don’t make the user hunt for them!

2. Contact information—once they’ve decided your shop is qualified to repair their car, they’ll want to know how to contact you. It should be prominently displayed on the top of the page.

3. Appointment scheduler—we live in a world where appointments of all types can be scheduled online. It’s expected that you will offer this convenience as well.

4. Photo estimating—you and I understand the inaccuracies of photo estimating, but your potential customers don’t. If they see this offered on a competitor’s website and not yours, it might be the reason you lose the job. A connection via a photo estimating tool allows you to schedule a more thorough inperson evaluation and do some old-fashioned selling!

5. Ratings and reviews —despite the importance of ratings and reviews, we ranked it #5 because they’re already on your internet homebase, which means they likely found you via a generic web search and already saw your ratings and maybe read some reviews. Providing the ability to see your Google, Yelp and other ratings and reviews directly on your website demonstrates your commitment to providing the best customer experience.

6. Contact us form—if you have one on your website, ensure it’s monitored frequently. There’s nothing more frustrating to a potential customer than completing a Contact Us form and then receiving a reply days later. Or worse, not at all!

We’re not that particular about the order of the rest of the items but included them since we see them included on many shop websites.

7. Additional services provided—This is your first opportunity to upsell additional services.

8. Photos of the team members—A “meet the team” section adds a personal touch but also must be kept current.

9. Before and after pictures—These add little value. The worst repairers can make the outside of a car look good, but will the ADAS features function properly in the next crash? Will the welds hold? OE certifications are far more important than before and after photos!

10. List of your state-of-the-art equipment —Your customers have no clue what any of this stuff is, but some might be impressed that you took the time to list it for them.

REAP WHAT YOU SOW

While your marketing strategy likely includes community outreach, traditional advertising, promotions, and third-party referrals, it should not include word-ofmouth. Word-of-web is how consumers determine where they will receive the best overall experience!

Regardless of how they first learn of you, they are still going to check your online reputation. And if your online reputation meets their expectations, then they’ll visit your online homebase – your website.

Cultivate your online reputation and don’t leave a significant part of your marketing strategy to chance. Ensure your website is easy to navigate and quickly provides the information consumers need.

Finally, after all that work, you get to enjoy your harvest - more reviews and higher ratings, which will drive more work to your door!

RICK FIFER

Rick Fifer is an Acoat Selected business services manager with AkzoNobel.

He can be reached at richard.fifer@akzonobel.com.

DRIVING CHANGE

SIMPLE STRATEGIES FOR SUSTAINABLE OPERATIONS

Column by ALYSSA MARCHESE

The urgency of addressing climate change has never been clearer, and businesses across all sectors must step up to decarbonize. By making conscious decisions about utility usage, wastage and overall operational efficiency, collision repair centres can play a significant role in this transition. The automotive repair industry is particularly well-positioned to lead the charge, given its fluency in data management and their direct impact on emissions.

WHY DECARBONIZATION MATTERS FOR PROFITABILITY

The financial benefits of decarbonization are tangible and compelling. Simple changes in behaviour and processes can reduce energy costs by over 20 percent, offering the same financial boost as a five percent increase in sales for many collision repair centres—without the need for significant capital investments in new equipment. This illustrates a crucial point: sustainability can drive profitability, and it does not always require massive financial investment.

The potential for savings is significant, especially when collision repair centres begin to recognize energy consumption as a critical factor in their operational costs. Carbon equates to cost in a business, and it should be acknowledged and dealt with as such.

LEVERAGING DATA TO DRIVE OPERATIONAL EFFICIENCY

Many collision repair centers already operate with data at the core of their decisionmaking, driven by key performance indicators (KPIs) and service-level agreements (SLAs) set by work providers. However, collision repair centres often overlook the insights prominently displayed in their utility bills. Energy data, when analyzed effectively, can be a powerful tool for identifying inefficiencies (also understood as wastage) and improving profitability.

Simplicity Car Care’s data collection program has revealed that tracking utility

usage, waste management, and operational inefficiencies can pinpoint areas where energy is being wasted, resulting in a significant reduction in both costs and emissions. For instance, our analysis has shown that embedding a “repair-over-replace” strategy can reduce electricity consumption by 7.8 percent. This is achieved through technological optimization, but more importantly by changing the way we approach repairs and customer service.

When combined with behavioural changes—such as turning off compressors or heating systems when not in use—these savings can reach up to 20.6 percent. By simply managing energy consumption more effectively, collision repair centres can cut costs without investing in new technologies or equipment. The goal is to create a culture of awareness where every employee understands their role in managing utility resources and reducing waste.

EMPLOYEE ENGAGEMENT: A KEY FOR SUCCESS IN DECARBONIZING

A critical element of reducing utility consumption is engaging employees. While owners and managers are acutely aware of rising utility bills, employees often don’t feel the same impact. Educating staff on how their actions can reduce waste and improve efficiency is crucial to achieving these savings. Simple steps, such as ensuring that lights and equipment are turned off when not in use, can lead to measurable reductions in utility usage, contributing to both the shop’s profitability and environmental goals. Furthermore, fostering an inclusive environment where employees feel empowered to suggest improvements can lead to innovative solutions that benefit everyone, including the Earth, which is a key stakeholder in all businesses, regardless of the sector or size.

Alyssa Marchese delivers valuable emissions insights at Simplicity Car Care’s 2023 Growth Conference. Simplicity Car Care is striving for net-zero carbon emissions in its network and has hosted several carbon-negative events. The network also holds an exclusive agreement with Carbon Neutral Repair (CNR) to assist in calculating carbon footprints.

For example, hosting training sessions focused on strategies to conserve energy and implementing sustainability initiatives can help keep these concepts at the forefront of employees’ minds. Recognizing and rewarding those who actively participate in utility-saving measures can also reinforce positive behaviors and contribute to a culture of sustainability and responsibility.

TACTICAL STEPS FOR DECARBONIZATION

Decarbonization efforts extend beyond energy management. For example, maintaining workshops at optimal temperatures (14°C for workspaces and 18°C -19°C for offices) can significantly reduce heating costs, as heating costs rise by eight percent for every degree of overheating. This presents an opportunity to implement smart thermostats and other energy-efficient technologies, which can optimize and automate heating and cooling without requiring constant manual adjustments. Prioritizing automation will significantly assist in decarbonization efforts. Regular maintenance checks, such as fixing leaky compressors that unnecessarily consume power, can help prevent inefficiencies and thus wastage. These small yet impactful changes can collectively drive substantial savings while minimizing the shop’s carbon footprint. Regular audits of equipment and energy usage should be conducted to ensure that all systems operate efficiently.

A key practice of all business owners should be to regularly compare their utility consumption against shop output to identify any discrepancies. If energy usage doesn’t align with the number of jobs completed, inefficiencies are likely present and incurring cost in your business. Monitoring utility usage closely, setting a baseline, and involving staff in utility-saving initiatives is a no-cost way to achieve measurable results. It takes some time, but the payoff can be significant if these practices are utilized consistently. A systematic approach, such as establishing a monthly energy review, can help identify trends and provide actionable insights. This allows collision repair centres to make informed decisions about potential improvements and investments in utility-efficient technologies.

SUSTAINABILITY AS A COMPETITIVE ADVANTAGE

Collision repair centres that integrate sustainability into their operations not only reduce their environmental impact but also gain a competitive edge in a market where work providers and customers increasingly prioritize businesses aligned with net-zero goals. As awareness of environmental issues continues to rise, customers are more likely to choose businesses that demonstrate a commitment to sustainability.

Sustainable parts procurement, which includes prioritizing repair over replacement and using green parts, can reduce carbon emissions by up to 65.4 percent. By sourcing materials that have a lower environmental impact, collision repair centres can further enhance their reputation and appeal to environmentally conscious customers. Additionally, embracing emerging technologies such as UV paint systems can cut carbon emissions by 46 percent and reduce process times by 64.7 percent, leading to increased operational efficiency and reduced environmental impact.

COLLABORATION AND STANDARDIZATION FOR LASTING IMPACT

Achieving decarbonization goals requires collaboration across the supply chain and the standardization of efficient processes. The introduction of simple procedures, such as energy surveys and opening and closing checklists, can lead to significant long-term savings by ensuring that daily operations are as efficient as possible.

These measures, combined with sustainable procurement practices, can significantly lower both costs and emissions. For instance, the “repair-over-replace” approach reduces not only repair costs but also cycle times, leading to faster job completion and improved customer satisfaction. By integrating sustainability into every aspect of the business, from customer interactions to supply chain management, collision repair centres can create a holistic approach that benefits both the environment and their bottom line.

Moreover, sharing best practices and collaborating with other collision repair

centres can lead to a more significant impact. Industry partnerships can foster innovation and accelerate the adoption of sustainable practices across the sector. By working together, collision repair centres can amplify their voices and influence positive changes within the industry and sector. We call for everyone in the industry to innovate and collaborate. It is only through industry collaboration and adoption that we will make an impact than can address the climate crisis we are all experiencing.

As such, decarbonization is not just an environmental imperative, it is a strategic business opportunity. By implementing datadriven practices, engaging employees, and standardizing procedures, collision repair centres can reduce costs, improve efficiency, and achieve long-term profitability.

At Simplicity Car Care, we believe that sustainability is not only about protecting the planet but also about driving profitability. By embracing these practices, collision centres can lead the industry in both environmental responsibility and financial success. The transition to a sustainable business model may seem daunting, but the potential rewards— financial, reputational, and environmental— far outweigh the challenges. What is important is a consistent strategy, focused on data-driven insights that drive business goals. As we look to the future, the automotive repair industry must rise to the level of consciousness of their key stakeholders, proving that we can achieve remarkable success while contributing to a healthier and happier planet for those who live and depend on it.

ALYSSA MARCHESE

The financial benefits of decarbonization are tangible and compelling. Simple changes in behaviour and processes can reduce energy costs by over 20 percent, offering the same financial boost as a five percent increase in sales for many collision repair centres.

Alyssa Marchese is the ESG manager for Simplicity Car Care and runs the company’s sustainability initiatives. She can be reached at esg@simplicitycc.com.

SHIFTS AND STRIKES

A COMPREHENSIVE ANALYSIS OF CURRENT INDUSTRY CHALLENGES

Column by GREG HORN, CHIEF INDUSTRY RELATIONS OFFICER, PARTSTRADER

In recent months, the automotive industry has faced significant challenges that highlight vulnerabilities within its infrastructure. From a massive ransomware attack on CDK Global that disrupted operations for thousands of dealerships, to the impact of labor strikes and supplier bankruptcies, the sector is navigating a complex landscape. Additionally, shifting consumer preferences towards traditional vehicles amid declining electric vehicle sales raise questions about the future of EV adoption. This analysis delves into these pivotal events, examining their implications for dealerships, suppliers, and the broader automotive market as stakeholders seek to bolster resilience and adaptability in an evolving environment.

CDK DEALER MANAGEMENT SYSTEM DATA BREACH

On June 18 and 19, 2024, CDK, a provider of technology solutions for automotive dealerships, experienced back-to-back ransomware attacks in the U.S. These incidents affected approximately 15,000 out of 18,000 new car dealers in the country.

The ransomware attack impacted the Dealership Management System (DMS), which is crucial for various operations such as repair scheduling, sales, and automated parts orders. As a result, the dealerships were unable to conduct daily business activities across all departments. To restore operations from this catastrophic attack, CDK reportedly paid $25 million in bitcoin to the hackers.

The impact of the ransomware attack on CDK and the automotive industry has raised concerns about the need for robust cybersecurity measures.

While most dealers had some capabilities restored by July 5, there have been eight lawsuits filed against CDK by large dealer groups, alleging negligence in their security measures. The impact of the ransomware attack on CDK and the automotive industry has raised concerns about the need for robust cybersecurity measures to prevent and mitigate such incidents in the future.

On June 18 and 19, 2024, CDK, a tech provider for auto dealerships, faced consecutive ransomware attacks, impacting about 15,000 of the 18,000 new car dealers in the U.S.

U.S. GULF AND EAST COAST STRIKE ILA CONTRACT EXTENDED

When the International Longshoremen’s Association (ILA) went on strike on October 1, impacting seven of the ten busiest U.S. ports on the East and Gulf Coasts. The U.S. economy was bracing for a long-term strike, but the workers were back on the job October 4 after both the ILA and the USMX, (who manage the ports) agreed on a 62 percent salary increase over the six-year term. This key agreement allowed the existing contract to be extended until January 15, while the negotiations on healthcare and limiting automation of manual positions are completed. We will wait and see how things shape up in January.

TWO GERMAN AUTO SUPPLIER BANKRUPTCIES COULD IMPACT COLLISION REPAIR

Well-known seat manufacturer Recaro Automotive has recently filed for bankruptcy. The German company supplies more than 133 OEM seats to major automakers such as BMW, Ford, Volkswagen, and newcomer Ineos. The company has been approved for self-administration by the district court in Esslingen, Germany. This development may result in a shortage of seats with bolster airbags, potentially leading to insurers totaling more vehicles.

The recent bankruptcy filing of alloy wheel manufacturer BBS for the fifth time since 2007 will have different implications for car makers and aftermarket customers. While the BBS brand still holds value and is likely to be purchased again in the future, car makers may remove BBS wheels from their options list due to just-in-time delivery practices. However, for aftermarket customers looking for a set of BBS wheels for their existing car, there is still inventory available with suppliers. The impact of the bankruptcy will vary for both car makers and aftermarket customers, with the BBS brand likely to continue in some form despite the filing.

WHAT IS THE FUTURE OF ELECTRIC VEHICLES AMID SOFTENING SALES?

The results of a recent McKinsey survey show that nearly 40 percent of U.S. electric vehicle (EV) buyers express a desire to return to traditional combustion engine (ICE) cars, a significantly higher percentage than in Europe, where only 29 percent of respondents indicated a similar sentiment. Additionally, in the U.S., 21 percent of drivers who do not currently own an EV have no interest in ever purchasing one. The survey did not include Canadian participants.

The main concerns cited by participants include limitations in driving range and a lack of public charging stations. These findings highlight the challenges that the EV industry still needs to address to increase consumer confidence and adoption. It’s clear that improving infrastructure and addressing range anxiety are key areas for continued focus in the EV market.

Despite reaching approximately 12 percent of new vehicle sales in the U.S. for the first time, car makers such as GM and Volvo have modified their ambitious plans to

offer an entire EV lineup. This shift is due to the higher demand for hybrids, which consumers are purchasing at a higher rate than fully battery-powered vehicles, even without pricing discounts. Additionally, there has been a rapid depreciation of EVs in the market compared to 2023 rates. Used EVs are now selling for thousands of dollars less, on average, than comparable gas-powered vehicles. In June 2023, average used EV prices were over 25 percent higher than used gas car prices, but by May 2024, used EVs were on average eight percent lower than the average price for a used gasoline-powered car in the U.S. This change in consumer behavior and market dynamics has led to adjustments in the plans of car manufacturers regarding electric and hybrid vehicles.

In this year alone, the dollar gap has significantly widened from -$265 in February to -$2,657 in May, primarily due to Tesla and the numerous price reductions implemented by CEO Elon Musk. The depreciation of Tesla vehicles has seen a substantial increase in 2024, with values declining by 47.2 percent from the peak in October 2022, and has had a noticeable impact on the market.

Car makers such as GM and Volvo have modified their ambitious plans to offer an entire EV lineup. This shift is due to the higher demand for hybrids, which consumers are purchasing at a higher rate than fully battery-powered vehicles, even without pricing discounts.

The main concerns cited by consumers hesitant about EVs include limitations in driving range and a lack of public charging stations.

The average number of parts has increased from 5.3 to 7.3 for SUVs and trucks, and from 4.5 to 6.3 for passenger cars.

PARTS PERFORMANCE

The data suggests that while inflation rates of parts has long been seen as the primary driver of collision estimate inflation, the increase in the number of parts used per estimate also contributes to the overall trend. PartsTrader uses uploaded estimates to create a quote request for major parts on

the estimate., and according to our analysis, there has been a noticeable rise in the average number of parts per estimate quote for SUVs, trucks and passenger cars. This trend is evident as the average number of parts has increased from 5.3 to 7.3 for SUVs and trucks, and from 4.5 to 6.3 for passenger cars. It is important to note that the figures presented are lower than what Mitchell shows as the

GREG HORN

average number of parts per estimate, but the Mitchell estimate includes items such as clips and fasteners, which are not routinely included in quote requests on the PartsTrader platform.

This information provides valuable insights into the factors influencing collision estimate inflation and can help industry professionals make informed decisions.

Greg Horn is the chief industry relations officer at PartsTrader and writes collision industry articles and blogs, in addition to creating quarterly webinars for the industry. He is frequent keynote speaker at collision repair conferences across North America. Horn previously served as Mitchell International’s vice president of industry relations and data analytics, where he published the company’s Industry Trends Report.

A true ‘car guy’—he has owned more than 62 cars—Horn began in the industry working in Volkswagen and Porsche parts departments in high school and college. He began his auto claims career at Safeco and went on to hold senior leadership positions at many large insurance companies. He has also served on the I-CAR Education Foundation; the General Motors Safety Council and GM Fixed Operations Advisory Council. Horn also recently served two years as trustee with the Collision Industry Foundation. He studied at the University of Heidelberg in Germany as well as California State University, Long Beach, and holds degrees in Business Administration and German.

Average parts per vehicle, 2020 through 2024, PartsTrader.

REPAIR CARE

LIKE A DOCTOR, THE BODYSHOP IS ALL ABOUT PROVIDING A HOLISTIC APPROACH TO REPAIRS

Imagine you’re hammering away on your patio when suddenly—BAM! You hit your thumb with the hammer. What do you do? Off to the hospital, of course.

Once you arrive at the ER, the doctor doesn’t just glance at your thumb. They’ll check your temperature, monitor your blood pressure, and maybe even dig a bit deeper to ensure there are no hidden complications. This holistic approach ensures proper treatment tailored to your needs.

The same logic applies when your car gets into an accident. Like a surgeon dealing with more than just the obvious injury, an auto body technician shouldn’t focus only on the visible damage. It’s essential to assess the vehicle, ensuring all underlying issues are identified and resolved. In many ways, auto body shops are the hospitals for cars!

ACCURATE DIAGNOSIS: THE KEY TO A SUCCESSFUL REPAIR

In medicine, a misdiagnosis can lead to serious consequences. Imagine preparing for a left hip replacement only to discover—too late—that the surgical team ordered a right hip instead! The same principle applies to auto body repairs. A technician must act as an expert diagnostician, evaluating damage beyond the surface. Of course, the "thumb" of the car needs fixing, but what about everything else? Mechanical or electronic components underneath may have been affected by the impact as well.

The parts department plays a critical role here. As in surgery, the right parts need to

be ordered and ready. A mistake in the order or missing components can cause delays, added costs, and frustration. Efficient parts management ensures smooth operations and successful outcomes, for both the technician and the "patient"—or rather, the customer!

LOOKING BEYOND: PREVENTATIVE CHECKS AND OPPORTUNITIES FOR IMPROVEMENT

When a doctor performs a check-up, they sometimes discover additional issues—a hidden tumor, a chronic condition, or the need for follow-up care. The same mindset applies to autobody work. Why not take advantage of the repair process to perform a thorough inspection of the vehicle? Misalignment, premature tire wear, or brake system issues may be uncovered during this stage. Offering additional services beyond the initial repair not only enhances vehicle safety but also builds customer trust. It shows genuine care for the long-term well-being of both the car and its owner. Just like a skilled surgeon won’t settle for a band-aid fix, a good technician won’t mask the damage with a quick patch. Their mission is to restore the car’s full integrity.

THE AUTOBODY TECHNICIAN: A SURGEON FOR MACHINES

The comparison between surgeons and auto body technicians isn’t just a fun metaphor. Both professions demand precision, attention to detail, and a high level of expertise. They

work with specialized teams, use advanced tools, and follow rigorous procedures to achieve the best possible outcomes. The ultimate goal is the same: to give new life— whether to a person or a vehicle.

So, the next time you bring your car to a body shop, remember it’s more than just straightening out a dented panel. It’s a true form of mechanical surgery, where diagnosis, expertise, and coordination are essential.

After all, a deep, thorough repair is always better than a simple band-aid on a wound.

Charles Aubry is the general manager of Consolidated Collision Services.

He can be reached at caubry@ccsdealers.com.

Column by CHARLES AUBRY

CHARLES AUBRY

TIME CRIMES

DON’T LET YOUR CUSTOMER SERVICE INDEX TURN INTO A CRIME SCENE INVESTIGATION

Column by STEFANO LIESSI

Customer service, customer satisfaction index and client service are all familiar phrases we hear every day. They are also words that are often touted boisterously by many that lack the actual skill to provide it.

The irony of CSI referring also to Crime Scene Investigation is not left unnoticed as, in many cases, customer service is a crime scene. In a world of instant gratification, on-demand and, of course, ‘online’ service, a key component is missing. It is undoubtedly the most impactful ingredient in providing customer service, and that is time.

Time is the essence of quality customer service; the one thing that is always there and that never stops or runs out. Think about it: when you or I are gone, time keeps on. You’re thinking “I need more time” or “I ran out of time” or the quite famous “If only I had more time…”

See, here is the thing: we all have the same amount of time. Each of our days are comprised of 24 hours as per the rotation of the earth in relation to the sun. It’s not that we need more time, such as 26 hours a day or an extra month in a year, it’s what we do with our time.

The misnomer is the faster I do something, the more time I have. You still have the same time as anyone else; we all have the opportunity to accomplish something today. Maybe you are thinking it is obvious you have more time if you are faster in a particular task. Nope.

This is where philosophy rears its ugly head. Despite your speed, it’s all the same amount of time. In essence, you are sacrificing one thing for the gain of another, all within the same time.

Now, your head is spinning from this thought. You are asking what on earth does this have to do with the price of rutabagas in the Polynesian Islands? Nothing, absolutely nothing; however, it does have a massive role in KPIs such as cycle time, touch time and customer service (CSI).

If I invested in the time upfront to do something with complete diligence, then I would be providing quality customer service. For example, I take the steps to repair plan this vehicle, which includes investing in the explanation to Edna of the process involved in repairing her vehicle. Everything from doing the repair plan, ordering parts and the related steps, the repair process and what is involved, OEM procedures, the refinish variables and sublets for outside

services will affect the outcome of the repairs. All this time spent upfront answers potential questions—i.e. “When will my car be ready?” You will invest considerable time into this, which is a good investment. Without ever asking that dreaded FAQ, Edna will smile, say you are a nice boy, pinch your cheek and take her 1989 Ford Topaz home—perfect customer service building a face-to-face relationship that leaves an impression for years. Everyone is happy. Some will argue they just don’t have time for that. Okay, let’s look at the alternative that I refer to as customer processing. We are led to believe the faster something is done, the higher the level of customer service; this couldn’t be further from the truth. For example, the drive-thru. Here, literally no service is provided at all. You drive up, get handed something, and drive away. Processing—no service. The few attendants out there who take a moment to engage in some idle chit-chat about your guinea pig that just had surgery will soon be reprimanded by management because the cycle time is off kilter.

Customer service is in the time spent developing that relationship and that personal

interaction. If we get photos from Edna’s flip phone to compile an estimate, then she is under the assumption that things are progressing well until she drops off the car. Now you must redo the estimate after she has left; what was originally a two-day job is now a two-week job. Rental must be adjusted, payee notified and now there are more parts, some of which are backordered or obsolete. Now you need to call Edna and explain the delays.

Edna is currently being processed and is unhappy with how this is unfolding, usually expressed with a statement such as: “I wish you would have explained this at the beginning.” This will only worsen because as each thread unravels, we react and try to make up for ‘supposed’ lost time, only to miss some other obstacle, creating a monumental snowball effect of insurmountable problems leading to a low CSI score. If only we had slowed down and used our time wisely. Now, Edna

is not pinching your cheek with compliments of grandeur; she is at the Bingo, voicing her displeasure to her Bingo mates.

Some believe the answer is AI (artificial intelligence), which is a bit of an oxymoron. AI will solve the problem by eliminating errors and giving great customer service. No, no, it is not. Does AI have a place amongst us? Absolutely. Will it solve our problems? Absolutely NOT. AI is not sentient; it is algorithmic and lacks empathy and compassion. Customer service is a people business, not a processing business.

There are two very different scenarios here, both requiring the investment of time, one wisely and the other poorly. In my opinion, and you are entitled to my opinion, how you use the time we have left by investing wisely into that customer relationship as a person by being present, attentive, thorough, having compassion and empathy in place of processing them for the sake of speed, is ultimately what

STEFANO LIESSI

It’s not that we need more time, such as 26 hours a day or an extra month in a year, it’s what we do with our time.

will lead you to a greater sense of gratification in what you do. The customer is expecting it, and you will feel better about that pinch on the cheek, such a nice boy.

Merry Christmas to everyone. Have a lovely holiday, and here is to a prosperous new year.

is the Training and Curriculum coordinator for Color Compass Corporation. He is also a Red Seal technician and refinisher. Stefano enhances his 40 years of experience with 15 years of I-CAR instruction and a post-secondary degree. He also trains Skills Alberta students and has brought home 11 medals for the province, and taught high school students in the auto shop for six years. He can be reached at sliessi@colorcompass.com.

www.cardinalcouriers.com

go.3M.com/CA-seamsealing

What would you do with the extra time? Cardinal Couriers can give you back time and help you start your business day earlier with Cardinal’s pre-8 a.m. transportation solutions. Cardinal understands the value of time, and that’s why the company’s unique night network provides a competitive advantage where first to market comes standard. Optimize your sales, improve customer service, loyalty and increase profitability through Cardinal’s unique night network with unattended pickups and deliveries.

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Ultimate ADAS® provides a streamlined solution for alignment and static ADAS calibrations in the same bay with mobile design for easy relocation. Laser-guided target placement eliminates manual adjustments, while errorproof monitoring keeps technicians on track. It offers comprehensive documentation in both printed and digital formats, along with full target placements for static procedures. HunterNet® 2 connectivity allows for tracking of equipment activity and shop profitability. Installation and training are included for a seamless integration into your operations.

3M™ OEM Match Epoxy Seam Sealer is a versatile family of epoxy seam sealers designed for use on bare metal or primed surfaces. Available in black, beige, white, and gray to match the most common OEM-applied seam sealer colors. Compatible with many leading automotive paint systems, they are set and ready to paint after 15 minutes. These sealants are caulkable, toolable, brushable, and sprayable—meaning they can be used in a variety of applications, including door skins, floor pans, trunk floors, roof seams, and many others.

www.car-o-liner.com

Introducing the BenchRack™ Versa, designed for ultimate flexibility in collision repair. With drive-over access from both ends, it streamlines workflow by converting wheel stops into drive-on ramps. Ideal for inground installations, it saves floor space while maximizing productivity. The short ramps ensure quick, secure wheel lifting, and its extended lifting capability up to 1,450 mm enhances ergonomic efficiency for technicians. For more information visit https://car-o-liner.com/en-us/product/ benchrack-versa/

3M™ OEM Match Seam Sealers

Hunter Ultimate ADAS®

BenchRack™ Versa

Cardinal Couriers

www.accuvision-3d.com

ACCUVISION-3D Measuring System

Arslan Automotive keeps it simple with the Accuvision 3D® measuring system. The system features no moving parts, no lasers, targets, adaptors, magnets, arms, extensions, wires, Wi-Fi, or Bluetooth—but it also requires no calibration, making it a quick and simple yet accurate 3D measuring system, according to Arslan Automotive. The Accuvision 3D® is durable, versatile, universal, mobile, and user-friendly, saving operators time and money. According to Arslan Automotive, everything you need for measuring and alignment can be done easily with the Accuvision 3D® measuring system.

www.astech.com

The patented and proprietary asTech® Rules Engine uses empirical data from tens of thousands of scans to enable shops to select the right tool scan for every vehicle. It identifies, for a specific vehicle, when a shop can use an OEM-Compatible scan, an aftermarket scan that will perform identically to an authentic OEM tool scan. With the asTech® Rules Engine, shops always have the best tool scan for any vehicle.

For more information visit www.astech.com

All-In-One Solution for Prepping & Painting

Closed-Top Open-Front (CTOF) Booths from Global Finishing Solutions® (GFS) are the perfect, all-in-one solution for prepping and painting vehicles. Save time and money by performing both of these functions in one location. Unlike workstations, CTOF Booths stand on their own without the need for an additional support structure or ceiling suspension. With dual-skin walls and superior construction, airflow and lighting, the Ultra CTOF is a premium environment for prepping and painting.

For more information visit https://gfs.global/w0c

www.johnbean.com/ca

The V4400 Commander ™ by John Bean® is a state-of-the-art wheel alignment system designed for precision and efficiency in automotive workshops. It features advanced 3D imaging technology, providing accurate alignment measurements for a wide range of vehicles. The user-friendly interface and robust design ensure ease of use and durability, making it an essential tool for enhancing productivity and service quality in professional automotive environments. Ideal for workshops seeking reliable performance.

V4400 Commander™

IMPOUND INSIGHTS

The Automotive Retailers Association (ARA) has announced significant updates to the Impound Lot Operators (ILO) program, as recently announced by Road Safety B.C. (RSBC).

As noted in a recent press release, the new rates–as well as a revamped rate-setting methodology and other administrative changes–mark a major milestone for ILOs.

These updates specifically include the discontinuation of the order for release for vehicles impounded for 30 days and 60 days, and the discontinuation of the statutory declaration associated with disposals and refusal to issue applications.

Additionally, these updates represent part of a ten-year project that first began in 2014 when the ARA lobbied for new administrative fees to be applied to all impound vehicles, both claimed and unclaimed.

More recently, in 2020, the provincial government ordered a comprehensive review of the ILO program—a direct result of ARA’s advocacy.

BOOSTING BURNABY

A recent report from Burnaby High School in Burnaby, British Columbia, indicates increasing numbers of students joining a trade apprenticeship program, with enrollment having increased by 11 percent from 2023.

The program, Youth Work in Trades, allows high school students in grades 11 and 12 at Burnaby High School to work and train in a trade during their last two years of school.

Additionally, students who can maintain a high academic standing during their program and complete the requirements for their training can receive a $1,000 grant. This grant can then be used towards buying new equipment for their trade or to further their education or training.

Nick Christofides, director of instruction, Safe and Caring Schools, commented that the school district created this program in response to a labour shortage forecast in the early 2000s.

“Over the last five years, [enrollment] has consistently grown from the 150 to the 180 range up to around 300 for this year,” Christofides further highlighted.

OLYMPIC EFFORTS

On September 14, CARSTAR Ellerslie, part of the CARSTAR Johnny K Group, held an Olympic-themed Staff Appreciation Day–dubbed the JKCG Olympics–where staff competed in a variety of activities to foster team spirit and camaraderie.

Johnny Kloeckes, owner of six CARSTAR locations in the Edmonton, Alta., area, spearheaded this event. An advocate for community initiatives and raising funds for CARSTAR’s charity of choice, Cystic Fibrosis Canada, Kloeckes decided to add a charitable twist to the day, raising a total of $700 for the charity.

CARSTAR Johnny K Group staff participated in classic “Olympic events” like cornhole, ladder golf, a pit-stop challenge, a basketball shootout–even double axe-throwing was an event option.

Another highlight of the event–a dunk tank where staff could bid to dunk their boss or coworker. The dunk tank raised $350 for Cystic Fibrosis, with a $350 matching donation from Kloeckes.

HAILSTORM HARDSHIPS

The Insurance Bureau of Canada (IBC) is warning that more automotive insurers could be pushed out of the province following an August hailstorm that resulted in $900 million in unexpected claims costs pressures.

Specifically, Aaron Sutherland, IBC’s vice president for the Pacific and Western area explained in a media release that costs come “at a time when Alberta’s auto insurance system is in crisis due to the province’s rate cap.”

Sutherland continued that “under the rate cap, auto insurers are unable to recover from the growing cost of claims over the past two years. This has created a dire economic environment that has forced several companies to leave Alberta’s auto insurance market, limiting competition and choice for consumers.”

Overall, the Calgary hailstorm that occurred in August— which saw chicken egg-sized hailstones falling onto vehicles and property—created more than 130,000 insurance claims and about $2.8 billion in damage.

The IBC notes that more than half of those claims— about 70,000—resulted in estimated claims payments for vehicle damage alone for $900 million.

The event also featured face painting, henna tattoos, a cotton candy machine, swag bags and a barbecue.

PARTNERED PLACEMENTS

The Saskatchewan Distance Learning Centre (Sask DLC) has extended partnership agreements with the Saskatchewan Automobile Dealers Association (SADA) and the Saskatchewan Association of Autobody Repairers (SAAR) to help offer work placement options for high school students.

Both associations have signed a two-year partnership extension with Sask DLC to enhance learning opportunities through work placement options for students taking online mechanical and automotive or autobody courses.

SAAR will provide an annual investment of $20,000 to fund a coordinator position with Sask DLC that will also facilitate work placements enrolled in Sask DLC’s autobody courses. Here, students taking Autobody 10 will be able to do full-online theory or combine it with a 25-hour work placement. Moreover, students in the program’s Autobody A20 and Autobody B20 will be able to complete 50 hours of online theory as well as a 50-hour work placement.

SADA will continue an annual investment of $40,000 to fund the delivery of Sask DLC’s mechanical and automotive program, including a coordinator position to set up student work placements.

Sask DLC currently offers five mechanical and automotive courses for students across the province, including a 10-level introductory course where students can choose to do fullonline theory or participate in 75 hours of online theory with a 25-hour work placement. At the 20 and 30 level, each course is combined with 50 hours of online theory and 50 hours of in-person work placement at a local business.

MANITOBA | REGIONAL NEWS

BUDDY UP

Manitoba is reinstating its one-to-one apprentice-tojourneyperson ratio as of Oct. 30, though collision centres may apply for exemption to keep the two-to-one ratio via the Automotive Trades Association (ATA) of Manitoba.

“We’re happy to assist shops through this change and help them find the resources they need to hopefully run their business with minimal disruption,” ATA of Manitoba President Norm Bruneau told Collision Repair mag.

Existing apprenticeship agreements may continue if employers have been permitted to have journeypersons supervise more than one apprentice; apprentices actively demonstrate continued progress; and if journeypersons do not take on additional apprentices.

Economic Development Minister Jamie Moses says the switch back to the one-to-one ratio aims to promote safety and better training.

“Proper skills and supervision are necessary, and that’s part of what will ensure workers come home safely at the end of the day,” said Moses.

“The reason we’re making this change is very simple; Manitobans deserve to go to work in a safe work environment and come home safely from those workplaces at the end of the day,” said the minister at a press conference.

“Our government is pleased to have the support of SADA and SAAR as we continue to offer these innovative programs to Saskatchewan students,” said Jeremy Cockrill, the Minister responsible for Sask DLC.

METRICS MATTER

On October 16, CARSTAR Canada hosted an exclusive educational event at CARSTAR Downsview, the latest location under the ownership of MGM Auto Group’s Mike Cherneta and Kapi Komera.

Bill Davidge, CARSTAR Canada’s Director of Innovation and Technology, led a session focused on understanding metrics. Around 80 attendees joined, including personnel from collision repair centers, insurance representatives, suppliers, distributors, and CARSTAR corporate staff.

Key topics discussed during the session included the opportunities and challenges associated with repair versus replacement, the essential equipment for performing quality repairs on outer body panels, the significance of electronic measuring, the renewed emphasis on plastic repair, and additional related considerations.

The event also provided a valuable networking opportunity, allowing attendees to connect with industry peers, share best

GAINING GLASS

“We received plenty of positive feedback from our attendees,” Davidge told Collision Repair at the event. “We certainly plan to keep hosting these key training sessions, continuously addressing all of the markets in which CARSTAR Canada is operating.”

practices, and discuss the latest trends in collision repair. Participant feedback revealed a strong interest in more collaborative events that promote learning and growth within the industry.

NOVUS Glass Hamilton Central has announced its grand opening under the leadership of Jason Russell, owner and operator of Russell Automotive Repair and Service Inc.

With over 20 years of owning and operating his shop and witnessing growth in the glass and calibration space, he was inspired to establish NOVUS Glass Hamilton Central.

“Performing ADAS calibrations for four years showed me how the glass business could enhance what we already offer,” Russell explained. “I saw an opportunity to elevate customer experiences and set new standards.”

Russell has also been recognized as the first Gold Club Member in Hamilton by NAPA AUTO PRO, having consistently received the Award of Excellence every year since 2015.

The NOVUS Glass Hamilton Central team aims to continue elevating the shop’s auto repair experience by working “in unity, nurturing community ties and building on strong foundations.”

AN ELECTRIC INVESTMENT

On Tuesday, October 15, Vance Badawey, Member of Parliament, Niagara Centre and Parliamentary Secretary to the Minister of Transport, announced a $365,854 investment from the federal government into Niagara College’s Motive Power program.

This funding will be matched by the college through the 2023 Canadian Apprenticeship Strategy ‘Investments in Training Equipment’ program stream.

Collision Repair magazine reached out to Wayne Toth, professor and program coordinator of Niagara College’s Motive Power program who commented that it is “an innovative program that is giving students the chance to get hands-on experience analyzing and solving complex motive system programs. With the guidance of experienced faculty, students learn to diagnose and repair mechanical, electronic and electrical motive power components and systems in state-of-the-art labs.”

The college has “purchased an electric Chevrolet Silverado, Blazer, BMW 14, Ford Mustang Mach-E and a Toyota Mirai Hydrogen fuel cell vehicle. In addition, the college purchased new battery and charging equipment and will invest in new solar charging and hydrogen filling stations in the lab.”

COLD-WEATHER CLOSURES

After 51 years in operation, General Motors has announced that it is closing the Kapuskasing Proving Ground, a facility used to evaluate the durability of vehicles in cold weather.

The Kapuskasing facility is the largest full-scale cold weather development facility in Ontario, with the site covering 272 acres and including a 3.6 kilometre advanced test track with cells capable of reaching -45 Celcius.

GM communications director Natalie Nankil said in an email to CTV News that “our testing and validation processes prioritize continuous improvement, and we have evolved our testing capability to validate our technology at the component, system and vehicle level.”

While in operation, the facility was used to test “every GM North American vehicle for cold weather-durability testing to ensure they can withstand extremely cold weather conditions,” GM Canada outlined on its website.

Vehicles were tested 24 hours a day, seven days a week in sub-zero temperatures for three to four months. The testing represents two years of customer driving in winter.

PERSISTENT PEELING

A Quebec class-action lawsuit—originally filed in May 2023—over alleged quality issues with the paint on older Hyundai models is seeing renewed support, with complaints having been filed from countries such as the United States and Australia.

The suit was originally brought forth by Michel Allard, who bought a used 2017 Hyundai Elantra in June 2019 and who reported noticing the paint on the hood lifting in huge sections only three months after his purchase.

The original lawsuit further specified that the vehicles reportedly affected were painted with “white” or “pearl white” paint and assembled by Hyundai Motor Company in Alabama, United States.

Over the course of continued issues with Allard’s vehicle, the automaker stated that these kinds of coating issues are ‘uncommon,’ however, now, more consumers via Facebook groups and other online channels have continued to report issues.

In response to continued issues, Hyundai has since stated that “to support customers with these atypical occurrences, Hyundai Canada has extended its regular three years/60,000 kilometers coverage on paint for certain models and colours, particularly those with white or pearl white finishes to five years with no mileage limit in some cases.

A CATASTROPHIC CALENDAR

The Insurance Bureau of Canada (IBC) has released a “One-Year Update Following 2023 Nova Scotia Wildfires and Flooding” report that details that insured losses in the province are now approaching half a billion dollars.

The report specifically highlights the aftermath of two storms that affected the province in the late spring and early summer of 2023. Notably, from May 28 to June 4, 2023, a wildfire ripped through communities in the Halifax Regional Municipality. Then, on July 21, 2023, an atmospheric river event led to significant flooding in parts of Nova Scotia, including Halifax, East Hants, West Hants and Lunenburg and Queens. During this storm, more than 20 centimetres of rain fell in less than 24 hours.

The report further notes that the wildfire event saw a total of 150 automotive claims resulting in $2.28 million in total insured claims costs; with the average claims cost coming in at around $15,200.

However, despite the extreme damage, the IBC’s report also notes that “in the year since these events took place, over 88 percent of all claims related to the wildfire and 90 percent of all claims from the atmospheric river event have been resolved and closed.”

A Quebec class-action lawsuit—originally filed in May 2023—over alleged quality issues with the paint on older Hyundai models is seeing renewed support, with complaints having been filed from countries such as the United States and Australia.

For vehicles, the report indicates that for those claims that remain open, “depending on the severity of the damage, some autobody shops could be booking 12 months in advance due to the high volume of claims and limited resources to complete repairs.”

SHIFT HAPPENS

It’s time to transform conversations into action

By ALLISON ROGERS

As we close out another year, it’s a given that we all reflect on conversations we’ve all had about industry change. Those passionate discussions that ignite our hopes for a better future in our industry. Year after year, the collective industry gathers thoughts from the year; we share our dreams and vow that this upcoming year will be the year we see real transformation.

Yet, as we flip the calendar, it often feels like we’re stuck in a loop, discussing the same challenges year after year.

It’s easy to feel disheartened, to believe that

of these conversations. It’s time to turn our discussions into actionable strategies. This means not only talking about the changes we want to see but also actively participating in the processes that make those changes happen. It requires us to connect with one another, share our insights, and push for accountability within our teams, organizations and collaborative partners.

As we move into the new year, let’s make a commitment to shift our mindset from passive observers to proactive participants. Let’s create a culture where ideas are not just discussed but are harnessed into initiatives that can lead to real,

Change requires more than dialogue; it demands commitment, collaboration and, ultimately, follow-through.

change is an elusive concept, forever out of reach. But as we ponder this stagnation, it’s crucial to ask ourselves: whose responsibility is it to drive that change? The truth is, while conversations are an essential first step, they often are not enough to spark the action we crave. Change requires more than dialogue; it demands commitment, collaboration and, ultimately, follow-through.

In our industry, we’ve identified key areas needing improvement—whether it’s embracing new technologies, enhancing customer service, or fostering a culture of collaboration and understanding between collision repair verticals. We find ourselves still grappling with these issues, often pointing fingers at external factors, trends, or even the pace of innovation. But if we are to be the catalysts for change, we must look inward.

Let’s challenge ourselves to take ownership

measurable change. Use your voice. Be heard! This final issue of the year is a call to action. In the pages of this issue, you’ll find stories of innovation, resilience, and the transformative power of community. You’ll witness clear calls for change from across the industry— alongside plenty of celebrations, too, of course. Collision Repair magazine exists to celebrate the achievements of our industry; honour the hard work that goes into restoring beloved vehicles to pre-accident condition. But we’re also here for you, our Canadian industry members. We are here to share your stories and highlight just how great this industry is, with a nod to the beaming opportunities and possibilities on the future horizon.

Welcome to 2025. Here’s to a year of real change—let’s make it happen.

TOAVOIDSERIOUSINJURYORDEATH: •Donotleanagainstthedoor. •Donotuseseatcoversthat Seeblocksideairbagdeployment. owner’smanualformoreinformation.POURÉVITERDESBLESSURES GRAVESOUMORTELLES: •Nevousappuyezpascontrelaporte. •N’utilizezpasuncouvre-siège quipeutbloquerledéploiementdu Voircoussingonflablelatéral.lemanuelduconducteurpour deplusamplesrenseignements.

Conformstoregulations:

2.3L-Group:GFMXV02.3VJW Evap:GFMXR0125NBV Noadjustmentsneeded. FEDOBDII Fuel:Gasoline

Californiaclass/stds: PC/ULEVqualified Group: FGMXV01.80111.2L Evap:SFI/HO2S/TWCFGMXR0095805 , OBD:II

VEHICLEEMISSIONCONTROLINFORMATION

TIREANDLOADINGINFORMATION

Conformstoregulations:2016 MY California: Not for sale in states with California emissions standards.

U.S. EPA:T2B4 LDV

TWC/HO2S/WR-HO2S/CAC/TC/DFI

2.3L-Group:GFMXV02.3VJW Evap:GFMXR0125NBV Noadjustments FEDOBDII

WATERBORNE MADE EASY

With a waterborne basecoat that’s easy to mix, match and apply and that uses the same coat flash application you’ve already perfected, Cromax® EZ makes an exceptional finish feel effortless. Discover how easy an outstanding finish can be.

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