SEMA 2025 presented the latest vehicle trends, professional skill-enhancing sessions and the ultimate solutions in automotive innovation. This year, Bill Brower, Senior Vice President of Global Industry Relations and North America Claims Solutions at Solera, joined Danny Gredinberg from DEG (Database Enhancement Gateway), on the Collision Repair & Refinish Live Stage hosted by I-CAR and SCRS (Society of Collision Repair Specialists), to deliver a powerful discussion on “Transforming the Vehicle Intake Process” for auto body shops, highlighting how AI has impacted the collision repair industry and unlocked new levels of operational efficiency.
A focal point of the presentation was the impressive digital transformation of CARSTAR Canada, led by Sebastian Torres, Owner and General Manager of CARSTAR TORCAM Group. By integrating AI-driven damage inspection and repair estimating technology into his collision centers, Torres not only increased revenue but also reduced cycle times and elevated the customer experience.
The Traditional Vehicle Intake Process: Slow and Outdated
In many body shops today, the customer journey remains largely unchanged. After an accident:
- The customer contacts their insurance company
- They are referred to certain repair shops
- The customer calls the shop to schedule an appointment
- They drive in for an inspection
- The shop takes photos and notes manually
- The shop emails an estimate days later, often causing delays
In many cases, simply getting an estimate and scheduling a repair can take 5 to 7 days, leading to customer frustration and lost business opportunities.
How CARSTAR TORCAM Revolutionized the Intake Experience with AI
Recognizing the inefficiencies of this legacy process and looking to enhance efficiency, Sebastian Torres sought innovative ways to streamline operations. After learning about AI-powered estimating tools, he made the strategic decision to integrate them into his shops’ workflows. Today, every customer who drives into one of his locations receives an estimate before leaving the shop, a dramatic shift from traditional models.
Here’s how the new workflow operates:
- Administrative staff capture vehicle photos using a smartphone or tablet
- Qapter’s AI-powered estimating generates a pre-estimate in under 3 minutes
- A skilled estimator quickly validates the estimate using their technical expertise
- The customer can schedule their repair on the spot
This approach eliminates delays, increases transparency, and delivers a premium customer experience.
Real Results: Increased Sales, Faster Cycle Times & Better Customer Reviews
On this powerful presentation on the Collision Stage at SEMA, Bill Brower highlighted the impact of the integration of Qapter Mobile Inspection and Qapter Intelligent Estimating at CARSTAR TORCAM Group:
- 17% increase in sales, with enhanced capacity management
- 25% reduction in cycle time, dropping from 90 minutes to just 20 minutes
- Improved Google Reviews and customer satisfaction scores
Estimators also benefit from spending less time on repetitive administrative tasks. Instead of taking notes and processing photos manually, they can focus on more complex cases, validating estimates and supporting repair quality, where their skills matter most.
The Importance of a Connected, AI-Driven Workflow
A major takeaway from Brower’s presentation was the value of an integrated digital workflow. By connecting key elements of the repair process, including estimating, parts sourcing, repair planning, and customer communication, shops can achieve consistent, high-quality results.
AI doesn’t replace the expertise of seasoned estimators. Instead, it enhances decision-making, improves accuracy, and accelerates the entire claims and repair journey.
The insights shared at SEMA reflect a major shift across the industry: digital transformation and AI-powered workflows are becoming essential for success. As body shops face increasing pressure—from insurer expectations to consumer demand—advanced tools that drive speed, accuracy, and transparency are more critical than ever.
The future is bright, and it’s happening now. Interested in understanding how AI can help your shop? Click here to watch the full interview and explore the full benefits.