Delphi Enhances Auto Service With Wireless Diagnostic

TROY, Mich. - Delphi Integrated Service Solutions, a business unit of Delphi Aftermarket Operations, is helping two southeast Michigan auto dealerships enhance productivity and increase service department profitability through the use of its DS800™ wireless handheld vehicle service and diagnostic solution.

Service technicians at Crissman Lincoln-Mercury Inc. in Rochester Hills, and Somerset Pontiac/GMC Inc. in Troy, began using the wireless network last spring to remotely access diagnostic information, technical data and training at the vehicle on a just-in-time basis. Both dealerships have cited the open-architecture platform for productivity increases through the elimination of inefficiencies such as traditional catalogs, microfiche, and CD-based systems. Automotive service industry studies indicate that up to 40 percent of a technician's billable hours are lost to inefficiencies.

At Crissman Lincoln-Mercury, the DS800 is helping technicians to more quickly conduct initial vehicle diagnostics while adding mobility to the department's customer write-up and monitoring processes. In addition, the tool provides technical resources directly to technicians through wireless on-line catalog information and training at the vehicle, increasing overall productivity. Crissman began using the DS800 in 2001.

"Delphi's wireless service solution has significantly improved the efficiency of our technicians and service advisors, while adding to the service department's bottom line," said Crissman Warranty Administrator Mechele LaFleur. LaFleur credits the DS800 for increasing the department's profitability by 45 percent year-over-year, in a comparison of the dealership's three busiest months in 2000 with the same term in 2001.

Somerset Pontiac-GMC also cited the DS800 for increasing diagnostic and repair accuracy and productivity through the availability of traditional dealer service information, such as repair manuals, technical bulletins and labor time guides, in one portable, easy-to-use device.

Both Oakland County businesses have integrated the Delphi tool into their dealer management system, enabling service administrators to wirelessly write up service orders at their customers' vehicles.

"The service area provides tremendous growth opportunities for Delphi," said Russ Bailey, Delphi Integrated Service Solutions managing director. "Delphi has created a platform that uses new technology hardware, including wireless hand-held units and PC-based platforms. The proprietary software is unique, enabling a custom application, yet the system is flexible and cost-effective." Bailey said that Delphi is marketing the DS800 tool and software resources to auto dealerships and independent service garages as the vehicle maintenance environment becomes increasingly complex.

Delphi Integrated Service Solutions intends to offer an i-SHOP compatible system in the third quarter of 2002. Technical assistance will be delivered to service and aftermarket customers via general application phone support and direct connect through the wireless handheld, providing component-specific technical support, service solutions and updates. The online information library includes a detailed database of product information that is easily accessible to Delphi partners. Computer Based Training (CBT), Web Based Training (WBT), as well as locally sponsored technical training clinics and courses on general service, vehicle systems, shop management, workflow management and diagnostic process will also be available.

Delphi Integrated Service Solutions was formed in October 2001 when Delphi acquired Automotive Technology Resources, Inc. and its subsidiary, ASPIRE, an automotive training company. The strategic acquisition positions Delphi as a provider of game-changing, comprehensive service support for automotive repair facilities.