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I-CAR Repairability Technical Support Portal Connects Industry Pros to OEMs

Portal offers real-time OEM information and announcements, collision repair articles, and technical questions and answers.

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I-CAR has announced that it is continuing to promote the launch of its Repairability Technical Support (RTS) Portal, a collection of resources to help provide repair industry members with valuable information, technical support and repair solutions. The portal offers real-time OEM information and announcements, collision repair articles, and technical questions and answers.

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Stemming from an initial request from the Society of Collision Repair Specialists (SCRS) and peer groups to establish an entity to address and rectify gaps in OEM repair procedures and processes, the RTS Portal aims to provide a one-stop resource of collision repair information and knowledge. As Jason Bartanen, director of Industry Technical Relations for I-CAR, tells SCRS, the RTS Portal has been compiled to help foster greater understanding to all members of a rapidly evolving industry.

“We’re just trying to make sure that all the information is out there to help facilitate complete, safe, quality repairs,” says Bartanen. “A lot of this information has been available for a number of years, but we’ve brought everything over to the RTS portal so that it’s all in one spot and easily navigable. We’ve updated and refreshed some of the information with new photos and a revamped look as well.”

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Nearly every vehicle manufacturer selling vehicles in America is represented in the “OEM Information” section of the RTS Portal, which contains links to manufacturer-specific repair websites, position statements, body repair manual guides, news and available training opportunities.

“This is information many of the automakers have asked us to push out to the industry,” Bartanen says. “The manufacturer may be connected to their dealer network, but may not always be connected to the insurance and independent repair communities. This provides a way to bridge any information gaps. Additionally, we’ve gone ahead and recorded ourselves going into each OEM’s website to help show repairers how to find the information they’re looking for. No two websites are alike, and so it’s often difficult to find the specific information you’re seeking. We’re trying to take out the guesswork and give people the answers they need as quickly as possible.”

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Repairers will also find repair solutions through the Portal’s “Ask I-CAR” feature, which allows the user to search by make, model and year to search for repair questions and answers on a particular vehicle.

“If the visitors can’t find an answer to the question they have, they can either submit an inquiry online with the click of a button, or they can call our full-time, on-staff technical experts,” says Bartanen. “Inquiries are forwarded directly to the staff, and if our experts are unable to answer the call, we have a policy of getting back to the caller in a two-hour window. We may not always have an answer in that time frame, but we will always get back to them with an update.”

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Additional features on the portal include collision repair news updated as published industry-wide with updates announced via Twitter (@Tech_Briefs), an airbag replacement and partial part replacement search and Uniform Procedures for Collision Repair (UPCR). I-CAR is also in the process of adding a hybrid search matrix for additional information and resources on hybrid vehicle disablement to protect collision industry professionals working on and around these vehicles.

“Our OEM link pin activity creates an interactive method of sharing information,” says Bartanen. “If someone has a question we can’t find an answer to, we can reach out to the manufacturer and then post that resulting information online. Additionally, as we get feedback from our repairers, we can approach the manufacturers and ask them to approach new ideas.”

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The portal has also facilitated the creation of repairability summits and industry segment advisory councils (ISACs) which have representation and active participation from manufacturers on a variety of subjects.

“We equate these summits to topic-specific focus groups, and they’re extremely helpful,” says Bartanen. “For example, on the topic of high-strength steel, we brought in a number of experts and asked, ‘What are some of the best practices?’ We took that information and actually built a training course around it. We’re also holding OEM ISAC meetings, where our OEM contacts come in to talk about overall issues and what we can do better as a group to perform a particular process better. We have been working with industry groups like SCRS, and notify them immediately when information is presented. And they let us know when they have information they would like us to share. It’s all about networking and interaction.

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“We’re getting feedback from the industry on what gaps need to be closed; it’s a great concept, and we’ve found it to be working really, really well. We’re really busy, and we’ve got a great team in place. We’re excited to see what the future holds and how we can continue to collaborate to get the best information out there to the industry.”


More information:

Repairability Technical Support Portal

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