FIXED OPS JOURNAL 18 inside December 2021 features 22 10 Cover story: Service experience evolves with new technology 18 Pain points: Program goal - get to root of tech dissatisfaction 22 Ream dream: Service department ditches paper, becomes more effi cient 24 Reverse fl ow: Auto group makes money buying from own parts stores 28 Revenue generator: Moving aftermarket work in-house pays off departments 24 4 Editor's Letter 6 Service Counter 21 Legal Lane ON THE COVER: Fixed ops departments need to be future focused as new technology promises to change the service visit. Story on PAGE 10. FIXED OPS JOURNAL ILLUSTRATION 28 Fixed Ops Journal Staff EDITOR: Dan Shine l CHIEF OF EDITORIAL OPERATIONS: Dave Versical DESIGNER: Steve Massie l REPORTER: Richard Truett COPY EDITORS: Amy Butters, Tim Good, Elizabeth Hardy, Cindy Orosco-Wright CORRESPONDENTS: Eric Freedman, Ken Wysocky, Jeff Yip ADVERTISING: Sara Hartman, Business Development Manager, shartman@autonews.com DECEMBER 2021 PAGE 3 27 Feedback 30 Fixed in Time