“The Power of Collective Wisdom” David Milne

subhead

Richard Gunderson VP - Business Development

Lessons from Identifix

Harnessing

the Collective Knowledge

of the Automotive Industry

It All Begins with…………

Generosity of the Industry

Knowledge Data analyzed from over 3.8 Million calls from technicians nationwide Information 13,000 original factory service manuals, factory databases, wiring diagrams Know-how Staffed by 46 Master Certified Technicians with over 1000 combined years of hands-on diagnostic repair experience

Repair Hotline … Where it all Begins

• Over 1,000 years combined technical expertise • Handle 17,000+ calls for assistance every month • Resolve 97% of automotive diagnostic problems • Fee per fix service – 1 car-1 symptom – no call limit • Fast-Friendly-Professional Service

Repair Hotline The nation’s leading source of diagnostic information

• Technicians told us what they need: • Real technicians who speak their language and have spent their lives under the hood of a car

• Specialists on one carline –

• Access to original factory information

• Large database to track repair problems, identify pattern failures, trends & quick solutions

• Knowledgeable people who listen

94% of Hotline Customers Likely to Recommend it to

Others

GM Ford Chrysler Asian European

Making a Hotline Call The nation’s leading source of diagnostic information

68% problems solved on 1st call 87% by 2nd call and 93% by 3rd call

Open 8 to 8 Eastern Time 800# - so no phone charges to caller Call taken at Dispatch Center Call returned by a Carline Specialist Carline Specialist spends as much time as needed with caller with average time per call of 10 minutes

Steps

Because of Experience – Guaranteed Fully

“If you are dissatisfied with the information provided.

Identifix will credit you in full for the hotline call. If our call records show that we recommended a part to

you based on accurate information provided by you, that you installed without it fixing the vehicle, you can request a refund for the cost of the part.

Customers provide us with the new part that they purchased for this fix and the original sales receipt to qualify for a refund.”

Hotline Archives

Hotline Archives are case notes from real calls to the Identifix Repair Hotline – each is an example of a diagnostic problem some technician experienced but others will face. “You can’t understand what is wrong, if you don’t know what is right”. Bill Sauer

The Most Valuable Asset!!

Definition of an Archive •Hotline Archives have a standard format

1.Symptom Description 2.Recommended Test(s) 3.Confirmed Fix

Similar to the way a TSB is created by an OEM

• Over 5,000 new Hotline Archives added each month; updated weekly

• There are currently 577,281 Hotline Archives on the Direct-Hit® program

Collective Knowledge

The evolution of a product…………

What Do These Vehicle Problems Have in Common? 1. 2005 LeSabre 3.8

- Customer Concern: Tow in, no crank, no start. The engine will start and stall if the starter relay is bypassed. The power windows, power locks, radio, interior lights and Instrument Panel Cluster (IPC) will not display or function. The scanner will not communicate with the vehicle

2. 2005 Equinox 3.4 - Customer Concern: Intermittently the Instrument Panel

Cluster (IPC) will drop out. All gauges drop to 0 and the warning indicators illuminate. Body Control Module (BCM) DTC U1000, U1048, U1088, U1096 No Engine Control Module (ECM) DTC's. No Transmission Control Module (TCM) DTC's

3. 2007 Suburban 1500 5.3 - Customer Concern: The vehicle will not start at times, when this happens there is a loss of communication with the vehicle

All Have The Same Cause

• Who begins their diagnosis by checking the radio module when a vehicle is towed in for a “No Start”?

• The radio is connected to the data bus circuit. When the radio crashes the data bus, none of the modules can talk to each other.

• It is like leaving one phone off the hook at your house. When that happens, none of the other phones will work.

A Solution to Challenges? Direct-Hit®

We Start With: Diagnostics & Hotline Archives

Direct-Hit’s industry exclusive diagnostics eliminate the frustrations of time consuming factory flowcharts with: Short cut tests Confirmed fix procedures Created from millions of calls to Repair Hotline Information found only from Identifix

Validated fixes from Identifix’s own ASE Master Carline

Specialists

Over 576,000 Hotline Archives & Growing

Direct-Hit® Information

And add: OEM Service & Repair Information Direct-Hit provides quick access to:

Genuine OEM R & R procedures Wiring & pin-out diagrams Technical Specifications Parts & Labor guide and more!!!!!!!

Finish a repair with speed , accuracy and confidence

OEM DIRECT™ Access to Factory Information

And you have………….

Moving on to Service!! Direct-Hit’s Factory Scheduled Maintenance

Manufacturer’s recommended service for :

Customers Written and designed to earn your customer’s trust Reset procedures Reliability reports

Technicians Professionally prepared to meet the needs of a technician

providing scheduled maintenance services

Our unique Factory Scheduled Maintenance tool provides OEM “Glove Box Identical”, MAP compliant sales opportunities …. *Automatically accommodates vehicles with managed maintenance systems …. Printout features customer friendly language explaining what’s needed and why …. Fields can be populated to customize… Can be printed or digitally delivered ….

100% OEM Sourced

The Direct-Hit Advantage

Supercharged Search™ Tool 300,000 search terms defined Symptoms Components Trouble Codes

Considers everyday descriptions and language Across all Direct-Hit and OEM information Search multiple symptoms and DTCs

Supercharged Search™ … We speak your language

Searches 8 terms at once ….

Looks at all related terms ….

Understands what’s needed ….

Situationally relevant results ….

Direct-Quote Makes Estimates Easy

Fast & Accurate Quotes In A Few Clicks

Shared Knowledge Equals Results

On average 325,000 vehicle fixes looked up each week in Direct-Hit®

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Faster Fix 2001 Dodge Ram 3500 Pickup 8.0 Symptom: Transmission is not shifting correctly Hotline Archive Fix: ** Confirmed Fix ** "Governor pressure

sensor Output speed sensor. Check the governor pressure with a scan tool. At 0 MPH, the governor pressure should read 0 PSI."

Richard Kahn of Earth In Upheaval used this Hotline Archive and commented: “TRANSMISSION GOVERNOR PRESSURE SENSOR!!, THANKS SO MUCH FOR THIS ONE. YOU SAVED US 2 HOURS AND WE MADE MONEY THE FIRST TIME WE SAW THIS PROBLEM!!!”

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Faster Fix 2001 Volvo V70 2.4 Symptom: The Rear Electronic Module (REM) will not

communicate. Rear door locks are inoperative, fuel gauge is at 0, fuel hatch does not open

Hotline Archive Fix: "** Confirmed Fix ** At the REM fuse box, remove fuses 1 and 2 for one minute. Reinsert fuses.

Vincent Scicchitano of Accurate Auto Repair used this Hotline Archive and commented: "We had the same exact symptom, The problem occurred after they spilled a big gulp soda in the dash [ the cup holder is above the radio]. Removing the #1 &2 REM Fuse Fixed It. BY THE WAY IDENTIFIX IS THE BEST THING THE AUTO REPAIR INDUSTRY HAS HAD IN A LONG TIME !!!!."

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Faster Fix 2001 Chrysler Town & Country LX 3.3 Symptom: MIL on and codes P0442, P0455 or P0456

stored. Hotline Archive Fix: "** Confirmed Fix ** Vent Valve Brown Walter’s Automotive used this Hotline Archive and

commented: "Thank God for Identifix. Followed procedures to the tee. Found fuel filler neck rotted away enough for small leak found with smoke. Found hoses at canister going towards the rear of car cracked.”

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Faster Fix 1997 Pontiac Sunfire GT 2.4 Symptom: Has a tip in hesitation when it is cold and on the

first start of the day. You can see the MAP and Baro Sensor reading on the scanner changing with the key on, engine not running.

Hotline Archive Fix: "** Confirmed Fix ** There is a reflash for this problem

Rob at Sparks Tire And Auto used this Hotline Archive and commented: "We re-flashed the PCM, and problem was gone. Let vehicle sit overnight outside, and it started and ran fine. Customer was happy due to the fact that vehicle was at three different shops for this problem. Thanks again, Identifix.”

There’s More!

iATN in Direct-Hit®

iATN Source for Fixes

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Direct-Hit With iATN

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Direct-Hit With iATN

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Direct-Hit Search

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Direct-Hit Search

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Direct-Hit Search

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iATN Fix

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iATN Fix

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iATN vs. Direct-Hit Fix Assets iATN Knowledge Base

•User generated content •Membership requirements: 4 years of experience, or ASE certification or Students = Read Only •750 items on avg posted to iATN daily •Member who asks for help is encouraged to report the fix – 90% do •Waveform library, discussion forums, TechHelp system

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Hotline Archives • Short-cut tests written by

Carline Specialists • Fixes provided by technician

in field whether a Hotline or Direct-Hit user

• Fixes are confirmed by Carline Specialist

• Fixes linked to related OE information so no other information system required

• Often provides multiples fixes for same problem

iATN and Direct-Hit® Fix Assets

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800,000+ Total Vehicle Specific Problem/Fixes

Always Expanding- Always Sharing

April 12, 2013 Total Hotline Archives: 577,281 Vehicles Viewed Today: 54,910 Users currently online: 16,308 Comments & New Fixes Posted 541

Emerging Data Products Code-Assist®

Database of experienced based confirmed fixes Developed using:

4+ million calls to the Identifix® Repair Hotline 16+ million Direct-Hit® uses each year

6.6 million experienced based Confirmed Fixes for vehicle specific, individual OBD-II DTC’s Vehicle specific ODBD-II DTC’s can be included with:

Online services – websites and Internet connected scan tools Only qualified, experienced based and confirmed database 5,000+ new confirmed fixes each month

Code-Assist® Diagnosis Typical Scan-Tool Retrieval

o Vehicle: 2000 Cadillac Deville 4.6L o DTC Code: P0101

• Without Code-Assist®

P0101 Mass or Volume Air Flow “A” Circuit Range Performance

SAE Code definition often not very helpful in determining a fix

Retail scan tools leave troubleshooting to customer or parts store associate

Code-Assist® Diagnosis Code-Assist®

o Vehicle: 2000 Cadillac Deville 4.6L o DTC Code: P0101

• With Code-Assist®

Prioritize your diagnostic strategy with Code-Assist for: DTC – P0101

Top Reported Fix 1. Replaced Mass Air Flow (MAF) Sensor 2. Reprogrammed Powertrain Control Module (PCM)

Frequently Reported Fixes

1. Replaced Catalytic Converter w/P0404 2. Repaired Intake Air Boot

Also Reported Fixes

1. Replaced Air Injection Reaction (AIR) Pump w/P0410, P0415

2. Replaced Intake Air Boot w/P0171, P0174 3. Replaced Intake Manifold 4. Cleaned Mass Air Flow (MAF) Sensor

Code-Assist® Diagnosis Code-Assist®

o Codes alone can be misleading o Specific vehicle information is required

P0116 Engine coolant temperature circuit range / performance problem

Prioritize your diagnostic strategy with Code-Assist for: Top Reported Fix

1. Replaced Water Pump Frequently Reported Fixes

1. Replaced Engine Coolant Sensor (ECT) 2. Replaced Thermostat

Also Reported Fixes

1. Replaced #4 Ignition Coil 2. Replaced Spark Plugs Replaced Pass-Key III

Module w/P1626, U1040, U1088...

Prioritize your diagnostic strategy with Code-Assist for:

Top Reported Fix 1. Replaced Thermostat

Frequently Reported Fixes

1. Replaced Engine Coolant Sensor (ECT)

2000 VW Jetta 2.0L 2000 Volvo S70 2.3L

Symptom-Assist® & Double-Check™

Symptom-Assist® • Similar to Code-Assist®, but uses symptoms • 13 million experienced-based Confirmed Fixes™ for specific

symptoms for specific vehicles

Double-Check™ • Developed to reduce returns based on faulty diagnosis and

technicians “throwing” parts at a problem • Provides the validated symptoms and DTC’s that a specific

part for a specific vehicle have been reported and confirmed

Forecasting- Reliability Reports

Reliability Reports™ o Leading experienced based information

database o 159,676+ AAIA vehicle cross references

supported o 1977-2010 oUsed by MSN Auto, Edmunds.com, CarFax™

Forecasting- Reliability Reports

Jeff, I don't think anyone knows better than those of us in this industry, that sometimes things don't always go quite according to plan. That "perfect world" thing sounds good, but reality tends to jump in the way once in a while. We count on you guys as an integral part of our arsenal of tools and resources, and it wasn't exactly convenient not to have Identifix at our fingertips, but if what happened Monday is as complicated as things get, I'm pretty sure we're going to live through it! We appreciate your continuing efforts to make the tremendous resource you already offer, even better. Thanks for all you guys do to help us be even better at what we do. Brian Smith Gig Harbor Automotive Service Gig Harbor Washington

We are a Partner in our Customers Success

Two Special Mentors

Bringing Identifix to the Industry

Bill Sauer - Founder Jeff Sweet - President

Thank you ATMC

Identifix Founder Bill Sauer