Steps to address an underserved segment of the commercial vehicle industry

Collision repair is a segment of the transportation industry that does not get a lot of attention. Historically, there has been a lack of training, information and support. For many similar collision repair industries like commercial vehicles - including automotive, emergency and recreational vehicles - this has been the case. Why?

Collision repair is usually an afterthought. Energy and investment is placed on developing new vehicle technology. There is a never-ending race to make vehicles lighter, stronger, safer and more fuel-efficient.

Latest vehicle technologies

Until recently a term like “ADAS” was nothing more than some jumbled letters on a Scrabble game board. Today, industry members can’t go to a trade show or read an article without being exposed to advanced driver assistance systems (ADAS). That’s not to mention other important trends in the transportation industry such as autonomous vehicles and electric vehicles.

While all of this technology is absolutely necessary and part of the evolution of the industry, at some point these vehicles will need to be repaired. The industry has worked extensively to ensure technicians are trained and prepared to service and maintain trucks. Keeping these vehicles on the road and operating is vital to the economy and to those that rely upon this industry to make a living. After all, a truck sitting in a service bay is costing someone money.

Understanding that a vehicle out of service is lost revenue, more attention needs to be placed on the truck sitting in a collision repair facility awaiting parts. And what about the truck that has thousands of dollars in collision damage awaiting repair from a technician that does not have any information on how to properly repair it?

Challenges with collision service

As vehicles become equipped with more safety features, such as ADAS, or newer substrates that are lighter and stronger, information and training has never been more critical. In today’s collision repair facility, it’s a daily struggle to find and order parts and identify proper repair procedures. An independent collision shop could wait several days just to obtain parts prices.

Insurance companies will advise the single biggest concern they have for their insureds is cycle time. Cycle time is defined as the number of days it takes for the vehicle to get back on the road. For those that have had their vehicles in a collision shop, it would not be uncommon for a truck to be down for weeks. In some extreme examples it could be months.

As an industry, we need to work together to address these issues. The industry should be seeking solutions to reduce cycle time and put vehicles back on the road quickly and safely. The industry must continually look for solutions that ensure technicians have the knowledge and equipment needed to properly repair vehicles.

Addressing these challenges

In the spring of 2017, the HD Repair Forum was established to address these challenges. The HD Repair Forum is a dedicated source of focused information for the heavy duty collision repair industry. The organization’s purpose is to improve the narrative for repairers, insurers, OEMs, paint manufacturers, parts suppliers, dealers and other industry stakeholders via a website, newsletter, conference and other informational tools.

The first HD Repair Forum conference was held in April 2018 and featured technical and management training from some of the most well-respected companies and presenters in the industry. For instance, executives from Navistar and Peterbilt discussed their new vehicle technology and the challenges repairers will face in the future. Co-located meetings, such as AkzoNobel’s 20 Group, were held during the same week and brought in some of the most recognized repairers from the U.S. and Canada. The vendor expo gave high visibility to organizations committed to serving and improving the industry. 

“Our goal is simple,” says Brian Nessen, president of the HD Repair Forum. “Provide the heavy duty collision repair industry with an avenue for obtaining information and encourage collaboration. We want to facilitate safe, proper and efficient repairs of all vehicles, and help the industry prepare for the future.”

The HD Repair Forum provides individuals and companies an opportunity to meet others, share experiences and best practices and gain knowledge from manufacturers, trainers and educators. Again this year, the 2019 conference brings support and participation from several OEMs including Daimler Trucks North America, Volvo, Navistar and Peterbilt. Companies like Axalta Coating Systems and AkzoNobel will co-host their spring Business Council and 20-Group meetings that same week. 

Jennie Lenk joined the HD Repair Forum team shortly after its inception in 2017. Since then she has helped provide new opportunities for industry collaboration, training and information. Prior to HD Repair Forum, Lenk utilized her customer skills in customer service at Celette, the originator of the frame straightener. Lenk capitalized on the opportunity to work with collision repair facilities across North America, learn their business and assist them in achieving their repair needs. Throughout her career, Lenk has built lasting relationships and continues her pursuit in efforts that increase her knowledge, expand her reach and aid companies with business development through the implementation of improved organization and efficient processes. 

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Caption: The HD Repair Forum provides individuals and companies an opportunity to meet others, share experiences and best practices, and gain knowledge from manufacturers, trainers and educators.

Credit: Photo courtesy of HD Repair Forum

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Caption: The first HD Repair Forum conference was held in April 2018 and featured technical and management training from some of the most well-respected companies and presenters in the industry, such as Peterbilt.

Credit: Photo courtesy of HD Repair Forum

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Caption: Jennie Lenk, Communications Manager, HD Repair Forum

Credit: N/A