IT Support for Multi-Location Automotive Repair and Tire Operations
35+ years answering the phone for the shops, stores and plants that keep vehicles on the road. 24/7, U.S.-based, resolved on the first call.
Manage Your Business, Not Your IT
When a store’s point-of-sale goes down at 8 a.m. on a Saturday, nobody at that location cares about a ticket queue. They need a real person who picks up, knows what a C.A.R.S. report is, and fixes it.
That is what SSI has done for the automotive repair industry for more than 35 years. The largest automotive repair companies in North America use SSI’s DVI software, and our Service Desk supports independent repair facilities, commercial tire stores and re-treading plants across the country. One number for every location. One team that knows your systems.
What We Do for Automotive Operations
24/7 Service Desk
24/7 Service Desk
Live U.S.-based agents around the clock. Around 80% of calls are picked up immediately and the average hold time for the rest is under a minute. You don’t punch through a series of automated prompts.
Store systems support
Store systems support
Point-of-sale, shop management software, DVI, tablets, printers and the network at every location. Every call, shipment, incident and request is tracked per store in STATS, our Strategic Ticketing and Asset Tracking System.
Digital Vehicle Inspection
Digital Vehicle Inspection
Our own DVI, made by technicians for technicians. It matches your inspection, autofills from year, make, model and mileage, and is supported by the same desk that supports everything else.
Network Operations Center
Network Operations Center
We monitor over 8,000 events a day and resolve network outages before store systems are affected.
Rollouts and upgrades
Rollouts and Upgrades
We have put 600+ tablets into 100 locations and upgraded 2,000 servers across 2,000 retail locations, with the store staff none the wiser.
PCI
PCI
Password management, reporting and compliance assessment for card-handling locations.
What Our Automotive Clients Get
122,000
Phone calls our desk took in one year for one automotive repair software client.
80%
Of those calls picked up immediately by a live agent.
90% in 90 seconds
How fast we answer for a commercial tire and re-treading operation, 7 days a week.
86%
Of their incidents resolved on the first touch.
5 Years
Average agent tenure on the automotive desk; several agents have served nine or ten.
Explore Our Success
Independent Automotive Repair Facilities
Independent Automotive Repair Facilities
If you’ve ever called a commercial tire company Help Desk, chances are your call was answered immediately by a real person. Last year the desk took nearly 122,000 calls, with 80% picked up immediately. Between calls, the same technicians monitor network outages, install upgrades, manage warranty replacement schedules and check the daily Missing Business and C.A.R.S. reports.
Commercial Tire Stores & Re-Treading Plants
Commercial Tire Stores & Re-Treading Plants
A long-established commercial tire company had no centralized service desk. Teammates were unhappy, service was inconsistent and Tier 2 staff kept getting dragged into Tier 1 calls. They outsourced Tier 1 to SSI. Now the phone is answered 90% of the time within 90 seconds, 7 days a week, 86% of incidents are resolved on first touch, and Tier 2 is back on training, IT upgrades and system enhancements.
One Desk for the Shop Floor and the DVI
Most DVI vendors sell software and leave support to somebody else. Ours is built and supported in-house, so the technician with a tablet problem and the store manager with a printer problem call the same number and reach the same team.
SSI’s DVI is not an off-the-shelf product with your logo on it. Its inspections match your process, not the other way around. It autofills each inspection from the year, make, model and mileage of the vehicle in the bay, inspections change based on what the technician finds, and we ruthlessly reduce clicks so nobody is wasting time and effort.
What Happens When a Store Calls
- A live agent in Downers Grove, Illinois picks up. No menu, no hold music.
- They resolve it, using the procedures we documented with you during onboarding. Our first-call resolution rate is 92%.
- If it is outside their domain, they hand it to the right person, by name, who follows up with the store.
- Every call is logged in STATS, so you can see incidents by store, by system and by root cause.
Who This Is For
Automotive repair chains, tire dealers and commercial tire operations, re-treading and manufacturing plants, quick-lube and franchise operators. Typically 20 to 2,000+ locations, with a corporate IT team that is tired of being the help desk.
Questions We Get From Automotive Operators
Do your agents know automotive systems, or are they reading a script?
They know the systems. Agents on our automotive desk average almost five years’ tenure and several have been on it for nine or ten. Onboarding includes documenting your procedures with your team before we take the first call.
Can you support a location that opens at 7 a.m. on the East Coast and one that closes at 9 p.m. on the West Coast?
Yes. The desk is staffed 24/7/365 from our operations center.
Do we have to use your DVI to use your service desk?
No. Most service desk clients do not. The two work together if you want them to.
What does it cost?
A flat monthly fee based on locations and call volume. Request a quote and we will scope it with you.
So… Who Are You Going to Call?
Request a Quote Today!
Tell us how many locations you have and what systems they run. We will come back with a scope and a number.