From collision repair process optimization to the rise of AI-powered estimating tools, it’s easy to feel like you need to adopt every new technology just to keep up. But the reality is different.
The most successful MSOs and businesses aren’t the ones chasing trends but the ones implementing the right solutions with research and testing. They focus on their own process first to find out and pinpoint what works.
That’s exactly what happened when the decade-long industry expert Bill Brower from Solera connected with shop owner Sebastian Torres from CARSTAR at a conference a couple of years ago. What stood out immediately was Torres’ approach: thoughtful, precise, and forward-looking. As Brower calls him, Torres was acting as a precision visionary. Watch the full story here.
In a recent episode of The Collision Vision Roundtable by Autobody News, Cole Strandberg was joined by panelists Erin Solis and Sheryl Driggers, along with Bill Brower, to discuss Sebastian Torres’ testimonial and this successful business case on what it really takes to build the operational foundation for growth, performance and profitability.
The Challenge to Scale Operations
Like many owners in the collision repair business, Torres was dealing with a growing issue: estimator retention. Skilled estimators are hard to find and even harder to keep, and the traditional estimating process often adds unnecessary pressure. It’s time-consuming, inconsistent, and heavily dependent on individual availability.
Customers feel that friction too. Waiting days for an estimate, struggling to get a callback, and dealing with uncertainty during the repair process has become an all-too-common experience.
Torres knew it was time to get away from legacy processes. He stepped back and evaluated the bigger picture. Rather than simply adopting AI for speed, the precision visionary implemented a model built on what he and his own team were able to map out from their existing workflows. They met and talked to understand where the bottleneck was and reached out to Brower from Solera to integrate the AI pilot in their shop.
This new approach combines the efficiency and consistency of Artificial Intelligence with the judgment and expertise of skilled estimators, resulting in an elevation of everyone’s role at the store. AI handles the repetitive and time-sensitive aspects of estimating, while estimators and technicians ensure accuracy, validation, and alignment with OEM certifications, DRP requirements, and quality repair standards.
This balance is what allows shops to scale without sacrificing the integrity of their work.
A Smarter Approach: Human-Guided AI Estimating
One of the most noticeable transformations in Torres’ shop is the customer experience. Instead of asking customers to wait for an estimate, his team can now provide one before the customer even leaves the shop. That single change has a ripple effect across the entire operation. Customers can review the estimate immediately, ask questions in real time, and even schedule their repair on the spot.
What used to take 90 minutes or more can now be completed in as little as 20 minutes, without compromising quality. This is where AI in collision repair becomes more than a trend. It becomes a competitive advantage.
Mapping Workflows for Scalable Growth
Bill Brower shared a real-world experience that highlights why so many shops struggle with modernization. After visiting a repair facility, he was told his estimate would be sent in a few days. When it finally arrived, connecting with the estimator proved difficult. Phone calls went unanswered, timing didn’t align, and the process dragged on longer than it should have. Listen to the full story here.
This is a process problem, not a technology one. Too often, shops invest in new tools without first understanding their own workflows. They adopt software hoping it will fix inefficiencies, but without a clear structure in place, even the best tools fall short.
High-performing auto body shop owners understand that consistency is the foundation of growth. Every team member needs clarity on how the entire workflow fits together.
In Torres’ case, that meant tightening scheduling based on technician capacity, reinforcing documentation standards, and ensuring compliance with safety requirements. It also meant aligning the team around a shared process so that the integration of human-guided AI estimating felt natural and convenient rather than disruptive.
When the process is clear, technology becomes an accelerator instead of an obstacle.
The Explosion of AI in the Industry
Anyone who has attended major industry events like SEMA, NADA, or ITC has seen the surge in AI for automotive solutions. The businesses that stand out are the ones that take a disciplined approach. The question is “What do we actually need?” and “What is the gap that needs to be bridged?”
That distinction is critical when choosing the right tools for your shop. Selecting the right technology starts with understanding your gaps. Not every solution will fit your operation, and not every feature will deliver value. The key is alignment to make sure the selected tool supports your workflow, your team, and your business model.
Spend time researching, connecting with peers and your own team, and ensuring that any solution implemented integrates seamlessly into your existing processes.
Why Piloting and Team Buy-In Matter
Before rolling anything out across the shop, make sure you test your approach through a pilot program. This will allow your team to experience the change and/or technology integration in a controlled environment, providing feedback, and adapting as needed. That step can make all the difference.
It also helps address one of the biggest concerns surrounding AI: fear of replacement. By positioning AI as a tool to support—not replace—teams, you will create an environment where employees feel empowered rather than threatened. Training and communication play a major role here. As the process evolves, so will the team’s confidence in using it.
Collaboration is invaluable in an industry that is changing as quickly as this one. AI is already here. The opportunity now is to use it wisely. Contact us to learn more about what AI can do for your shop.