Kleyn Mobile Repair

ABOUT KLEYN MOBILE REPAIR

Kleyn Mobile Repair is a 42-bay campus located in Jenison, Michigan. After a humble start in the barn of founder Joe Kleyn, it has grown into an operation with three divisions: Kleyn Mobile, Kleyn Auto, and Kleyn Fire Truck Repair. 

With 38 employees spread across its three locations, to say the Kleyn crew is busy would be an understatement. As they work on almost any kind of vehicle — the shop’s motto is “We’ll fix anything” — they also face a daily stream of customers who want to know what’s going on with their vehicles.

Kleyn Mobile Repair and its sister departments have been using Fullbay since 2018. “We really utilized the complaint line, the cause, recommendations, and then actual service,” General Manager Josh Morris told us. “And then we use the note sections as well.”

PAIN POINT: LOST TIME FOR TECHS & SERVICE ADVISORS

Anyone who’s looked at a tech’s scribbled notes knows they can be, well, a challenge to decipher. Even when said notes were typed out in Fullbay, they could remain somewhat cryptic. “There were a lot of poor stories,” Josh said. “Incomplete sentences, and very vague stuff, too.” 

This led to a lot of back and forth between techs and their service advisors (SAs). “What did you mean here?” the service advisor would ask. Techs, he estimated, ended up spending 45 minutes trying to get their notes in order. This was particularly a problem on the big tickets — and Kleyn Mobile handles a lot of big tickets. Their techs do a full inspection on every vehicle, which can end up generating 42-45 line items at a time. 

SAs, Josh said, often ended up spending an hour or two cleaning up these larger SOs. That could lead to half of their day being lost cleaning up work, to say nothing of the time lost for SAs and techs trying to sort out what something meant. 

“When you have 42 action items … it’ll take a very long time to fix the sentences and make it look professional.”

ENTER FULLBAY AI

Customers are always going to want to know what’s going on with their vehicles, so reducing or stopping notes was never on the table. Fullbay’s AI features promised to make note cleanup easier and less time-consuming — and the Kleyn crew was intrigued.

MORE TIME SPENT ON REPAIRS & IMPORTANT WORK

What happens when your service advisor gets back half a day? They’re more available to take on important work like talking to customers and booking appointments. Techs, meanwhile, are saving about 45 minutes per service order. “If they have two estimates a day, they’re saving about an hour and a half,” Josh said. 

“Our service advisers are able to get the quotes out quicker instead of spending an hour plus straightening out these SOs.”

The other benefit, while less immediately noticeable, is still valuable: techs and service advisors are way less stressed about writing and grammar. They still proofread what the AI produces, of course, and can add additional information if it comes up short. 

But overall, he said, “it’s been saving them a lot of time.”

While the AI features haven’t pointed the way to additional revenue just yet, Josh can see the path AI has cleared: By speeding up processes, they have additional time and can take on more work. “If that gives us one more car count a day,” he said, “we’ll be able to see the impact better.” 

MORE VALUE FOR CUSTOMERS

Adding value to service orders and invoices has a huge impact on customers. “They’re getting a lot more value,” Josh said. “Instead of ‘Replace water pump and check operations,’ they’re getting ‘Disassembled, filled the coolant after replacing the water pump, checked operations.”

Clear, informative notes are the bedrock of accurate communication and professionalism, and honestly, they’re the scaffolding a shop needs to build trust with a customer. And you know what they say…customers that trust you tend to come back. 

“Everyone that [has been using it regularly] has been really happy with the results. Even some of the techs that haven’t been using it are coming onboard.”

THEY’LL STILL FIX ANYTHING

Kleyn Mobile continues to raise the bar in caring for their customers’ vehicles. With Fullbay AI delivering cleaner notes and greater professionalism — and returning valuable time to techs and service advisors — Kleyn Mobile is moving towards a future that empowers their team (and their customers). We’re happy to be along for the ride!