Monro, Inc. is marking its 66th year in business with two initiatives: the first celebrates automotive service technicians; and the second uses mobile technology to create an integrated approach to customer service.
More than 90 stores across the company are now piloting Monro’s new ConfiDrive Performance Review program. The company expects to roll it out to all 1,300 stores in the fall. The ConfiDrive Performance Review is a digital approach to customer service that begins when a guest enters the store for their appointment. Using tablet technologies, the store manager provides a valet check-in experience with VIN scan to identify and assess the vehicle, followed by a comprehensive courtesy inspection.
The manager then advises the guest about the vehicle’s condition and any suggested services, and the store team moves forward with approved work. The full ConfiDrive Performance Report is then sent to the guest via email or printed on request.
“The ConfiDrive Performance Review program is a game changer in our industry,” said Monro’s president and CEO Mike Broderick. “The transparent process raises the bar on customer service and loyalty communication, and it’s an important step toward a fully digital automotive service center. ConfiDrive emphasizes our commitment to quality, integrity, and safety.”
Monro has also been named an official sponsor of the third annual U.S. Auto Tech National Championship (USATNC), hosted by Intersport and the Elite Trades Championship Series. Monro joins fellow sponsors Yokohama and AutoZone for the 2023 competition season. Automotive service technicians from across the United States, both
professionals and students, compete in a series of qualifying rounds culminating at the USATNC finals in Tampa, Florida, in October.
“Technicians are the heartbeat of the auto industry,” said Broderick. “They are true professionals, and we are proud to support both the National Championship as well as our own Monro Top Tech competition to showcase their expertise and dedication to the trade.”
The Monro Top Tech competition will be held in parallel with the USATNC and only for its own technicians. The competition will mirror the USATNC initial round with a digital quiz and then hold an in-person second round where a tech from each of Monro’s geographic zones will compete to be named Top Tech. The winner will join the USATNC champion in Tampa for a television broadcast on CBS Sports Network.
