The Australian body repair landscape has been remodelled at a dizzying pace for many repairers. One of the principle architects of change, at least in the fast repair sector, has been the Cpaital S.M.A.R.T. group. Paint and Panel visited one of the latest shops in Silverwater, Sydney and spoke to the chief executive, Norman Moss.
The Capital S.M.A.R.T Silverwater facility is a concrete box, like the majority of bodyshops, but it is spotlessly clean, light, uncluttered, business-like and welcoming. The bright red S.M.A.R.T livery is professional and cheerful; the glass-fronted customer reception area within the workshop is modern, stylish and gives a ‘theatre-style’ view of work in progress. There’s also a cleverly designed ‘scoping’ booth at the entrance.
Customers turn up at intervals and are greeted by the friendly receptionist and the repair centre manager who examines the car, discusses the work to be carried out and manages the customer’s expectations by telling them exactly when their car will be ready.
Then the customer hops into a cab or shuttle vehicle and is driven where they need to go. They will be collected and brought to the shop to pick up their car when the work is finished, in the vast majority of cases the next day. Future technology developments will allow customers to access a ‘track and trace’ system so that they can follow repairs.
Chief executive Norman Moss comes from a supply chain and retail background. While chief operating officer Jim Vais is widely regarded as a gifted repair shop workflow and systems man, it’s Moss who brings his retail and logistics know-how to the organisation. Between the two of them, they are a formidable force for team building and repair culture.
“We were able to build the processes and working procedures from the group up rather than tacking them on at the end,” Moss says.
With 21 sites up and running, some of which have won awards for environmental sustainability, the group recently became 2013 champion in Telstra's “Clever Australia” campaign.
While the team is quietly proud of what it has achieved so far, there is zero laurel resting going on. The Capital S.M.A.R.T. processes are constantly being fine-tuned.
The Melbourne-based Capital S.M.A.R.T. academy project is near fruition. Not only is this going to train current and new staff members and assess new job candidates' skills, but it’s going to be used as a S.M.A.R.T. lab to try out new processes, products and pieces of equipment that can contribute to overall efficiency, sustainability (in both lean and green) and profitability.
This ‘corporate’ approach to body repairs has shaken the industry to its core and has virtually nothing in common with the traditional Australian bodyshop business model.
The Capital S.M.A.R.T. ‘solution’ which Vais initially marketed to Suncorp was always meant to be a metro solution for light, drivable hits. As such the network is nearing completion. The Capital S.M.A.R.T. formula only works with a repair volume found in metro areas.
In keeping with the group’s corporate approach, workplace safety is paramount with the slogan ‘Be smart, be safe’ on display through each shop. S.M.A.R.T has industry-leading environmental standards, which equate to minimal emissions compared with average shops, and a robust national staff development program. Moss is passionate about the S.M.A.R.T staff culture, about rewarding staff and creating an environment people want to work in.
The group’s formidable buying power and strong customer proposition allows Suncorp to offer a value proposition to its customers, Moss says.
It’s safe to say that Suncorp is delighted with the S.M.A.R.T. model. Not only has the network reduced its repair costs and cycle times but, Suncorp says, its customers love it. Suncorp surveys 100,000 of its claims customers each year and says the statistics have been consistent – customers who go through Capital S.M.A.R.T. are more likely to recommend Suncorp as an insurer because of the positive experience they have had.
The S.M.A.R.T network has quickly established itself as a prominent part of the new repair landscape it was instrumental in creating.
