Latest / Auto Collabs / From Paper to Parts Robots with Greg Uland

Transcript

From Paper to Parts Robots with Greg Uland · Auto Collabs

0:00
Michael, have you ever been around Kyle on a morning when, like, we're traveling? [upbeat music] This is Auto Collabs. And it's, like, 9:00 AM and he hasn't eaten yet? [laughs] Yes, I have.
0:17
That was New Orleans. I mean, I could name a dozen places where that happened. [laughs] How would you explain his demeanor at that moment? Uh, very pointed and technical. [laughs] Uh, [laughs] Passionate.
0:31
I mean, he's typically technical, but pointed, pointed is one of those. I'm, I'm channeling my Kyle Mountser vibes right now because somebody's power went out earlier, so we have to record these now.
0:44
I mean, I'm not gonna blame that on you. What are you doing, Kyle? I don't see the cheese puff. Popping popcorn. I don't know. It's the... There's a, there's a thing.
0:52
So I have a really, I have a really active five-year-old, and so I've been spending a lot of time on a trampoline lately. Oh. Okay. Yeah. So you're extra hungry all the time.
1:00
Well, yeah, see, and all of a sudden, I've forgotten. I'm like, "Oh, that's right. When you're active, you get hungrier." [laughs] Yes. And crankier.
1:09
And I'm hungrier, and I'm hungrier and crankier, [laughs] and Kyle just pulls out this bag of cheese puffs or whatever he's eating. They're magical. And, and you're on Central- Quality... you both are on Central Time.
1:17
I'm on Eastern Time, and I'm just like, "I will reach through this camera and slap you." Punch a mug and take your cheese puffs. Sounds like the greatest moment to do an interview. [laughs] It's gonna be great.
1:28
[laughs] We're gonna be fine, guys. I promise. We're gonna be fine. Well- Greg is a consummate pr- pr- professional He is. I don't have game face We don't have to be professionals. Uh, this is- Yeah... not my game face.
1:37
My game face happens when we're in the interview. That's great. Not right now. No. Well- But Greg is always great to have on, and he's always got a lot to talk about, and he can...
1:45
He's one of those guys that, you know, whenever we show up in the interview, he can riff on just about anything going on in the auto industry- Pretty much... which is why it's so much fun.
1:52
So we hope you enjoy this interview with me hungry and Greg Uland ready to talk. [upbeat music] Well, Greg, thank you so much for joining us again on Auto Collabs. Um, it's so fun whenever we get to sit together.
2:06
We got to actually be in person a little bit at the NADA show. We're about to be in person again at ASOTU CON, and, um, it's just good to be with you, my friend. Yeah, you as well.
2:14
No, it's funny, before we started recording, Kyle and I were talking. I said, "How do you guys have time for this right now? You kind of got a big show coming up.
2:20
You're putting on the Super Bowl here in, like, two weeks." I know. It's, well- Yeah. And I immediately responded, which we, with, "We don't." [laughs] "But we always have time to hang out with you." Well, no. Yeah.
2:28
I honestly, like, the, you know, for this podcast and for those that listen, you know, we, we have some people that we know a bit more, right?
2:35
Because we've had FaceTime with them and hung out, and then people that we're getting to know.
2:39
And, you know, there's, there's different wonderful things about both, but it's always ha- good to hang out with you because, like, I feel like we can just have a conversation and talk about what's, what's going on in the world of auto broadly, what's going on with the Reynolds team and, and just kind of, like, it's like catching up.
2:55
Yeah. You know? We just happen to record it. I, my- Yeah... my question to you was, like, how do you have time for this? Because baseball season's firing up.
3:03
[laughs] And you're, you're like, you're like the, the, the kids' youth baseball coach of baseball coaches. [laughs] Well, that's, that's the part-time job, right? This one, this one has to take priority. Yeah.
3:13
[laughs] But, yeah, the kids... We, we have fun. You know, we're, we're at the, at the ball field pretty much every night. Sometimes we get Fridays off. But, uh, uh, it's, it's fun. That's fun.
3:20
That's the evening, that's the evening fun time, right? I wanna see, so Kyle has recently started coaching, uh, club soccer. Okay. And so, like- Yes...
3:27
I know there's this whole persona that I just wanna feel and be in... I wanna see Coach Greg, and I wanna see Coach Kyle in action. [laughs] Because I already have in my mind what they both look like, and it's awesome.
3:37
We're just gonna be at ASOTU CON on the floor with whistles just yelling- You should-... at people like, "Faster. Across the..." You know? [laughs] Yeah. It's gonna be great. Fantastic. It's gonna be so good. Fantastic.
3:46
But, you know, alas, we can't talk about youth sports all day. We have a podcast to record about, uh, things like robots and ef- and efficiency and AI.
3:56
All things that, you know, really, I don't think have made their way into youth sports yet- [laughs]... but are, are, but are, are making their way into dealerships all over the place.
4:05
I, I'm gonna talk about my first one first, my favorite first, but it's probably the least important, um, robots. Yeah.
4:11
I was having, got such a kick out of seeing the robots just meandering around the Reynolds booth at, um, NADA, and we begged and pleaded for you all to bring them to ASOTU CON, but, you know, they're not over 21.
4:23
They can't be in the casino. So alas, they won't be here. But, but what, what are... Tell us about the robots for a minute 'cause then we'll move on to other things, but I need to hear more about the robots first. Yeah.
4:32
So if anybody hasn't seen it, Realo is our parts delivery robot, and it's essentially automatically dispatched through the DMS.
4:40
So think about the workflow where, um, technician identifies work, uh, it's sent to the customer electronically for, by the advisor, customer approves it with a text message, um, or just hitting, you know, a- approve.
4:51
Uh, that comes back into the DMS, so it's added to the, the RO. Uh, so a parts ticket's created. Parts guy gets a alert, says, "Hey, go pick these three parts, put them on rack one."
5:02
He picks them, he says, "Finished" in the DMS, and then the robot is automatically dispatched, comes, picks up rack one, takes it to bay eight, drops it off, and goes on its next run. So- I mean, come on. Right.
5:12
So the, the technician... And, and obviously the benefit here is the technician never stops working, never leaves the bay- Yeah... never has to walk to parts, never has to really wait on parts, right?
5:21
Because he's not waiting on, you know, whether it's a, a mobile back counter that a lot of dealerships are implementing, or it's a parts runner that he's waiting on.
5:29
Um, and then there's that interaction that always happens, right? So he's still gonna waste some time regardless of whether he's walking to the parts counter or not.
5:35
Um, now that just the parts appear for him, he continues working. So, um, it, it's, it's been pretty exciting. We got them live in dealerships now, so a lot of dealerships are, are coming on board, um, and getting live.
5:47
We're, we're launching multiple dealers really every day. Um, again, [laughs] getting those up and running. It's, it's pretty exciting to see them and, uh, starting to see the efficiency gains already. Oh, man.
5:57
If I'm, if I'm a technician-This is like the greatest advancement because, okay, a technician is like, "I don't really wanna shoot videos of myself, like, talking about the car, but I know it can make me more money.
6:09
That's fine. Ah, I don't-- I, I hate, like, typing in every single line, every RO, and taking photos on a mobile app."
6:16
But if I don't have to leave my bay and I can turn more hours per day, per week, that's money in the pocket right there, right? Yeah. And it's just, it's just because I got efficient time.
6:27
It's not because, like, I gave my advisor more to sell or a better upsell path or things like that. It's just I already have something that needs to be turned in, into, uh, into labor hours, and, uh, I kick that up.
6:38
But then it's more efficient for the consumer as well. Yeah. Well, and think about-- But, I mean, think about that technician, right? So what's, what's a minute worth for a technician?
6:46
What's a minute worth of a technician's time for a dealership? And when you break that down, say it's five bucks, uh, you know, just, uh, uh, in general. Yeah.
6:53
So that technician in that dealership, per technician, has 480 units per day to sell at $5 a unit, right? So 480 minutes in an eight-hour day. So if they have 480 units and they can...
7:06
A- and let's say, I don't know, how many minutes does a tech-- We'll call it 20 minutes, right? That he's walking, waiting, doing whatever each day. Easy.
7:14
That's inventory- And that's if they don't, and that's if they don't start talking about the game at the counter. Yeah, so that's inventory that's literally just spoiled. It's gone.
7:20
Like, if you think about it from an inventory perspective, like you're never, uh, you'll never sell it. Fully perishable inventory, right. 100%, yeah. And as soon as it's gone, it's gone.
7:27
So the more inventory, if you think about it that way, that you can, uh, you can save, um, and, and ultimately sell for that technician in that dealership, I mean, that is just gonna continue to exponentially grow over time.
7:39
Yeah. I, I actually have a friend, um, he works for a parts supplier for Stellantis, Nissan, a bunch of OEMs. They are frame welders, right?
7:49
And their, their entire business model is built around line-up time and scrap rate, right? Yep. So, like, it, it-- Like, their best, their best lines are, like, 85% uptime, uh, uptime, 1% scrap rate, right?
8:04
And, and there are so many production style businesses that are thinking about time as inventory. Mm-hmm. Right? We've typically gone at, like, bays as inventory, right? Right.
8:14
A bay has to turn 11 hours a day to be, you know, to be profitable and efficient. But you're talking about a whole different inventory, um, you know, viewpoint. And when... And h- how are you exposing that data?
8:27
Because is, is that data like something that you're thinking, "Oh, we should expose that to the dealer as like a, as a KPI," really?
8:35
Um, so when you think about it, there's, there's a KPI that exists today that's not as finite as what we've been talking about, which is tech productivity, right? So what's our benchmark on tech productivity?
8:44
Meaning, if the tech has eight hours in, in the shop, right? What percentage of those eight hours is he actually working on a vehicle? Um- Yeah...
8:51
and when you look at tech productivity over time, uh, I don't know if you've looked at this before, it's actually going down, which is, like, not what we want, right? What? So over the last... Yeah.
9:00
So over the last, like, five, 10 years, we've gone from 90% to 88 to 87 and a half. So the trend is actually down on tech productivity. How? What's the reason for that? Well, I mean, there's a few things.
9:12
One, vehicles are getting more and more complex to diagnose. I mean, that's, that's a part of it. Oh, like the hour diag's taking- Yeah... a full hour. Right. Right. Exactly. So that's, that's a part of it.
9:21
Um, a part of it is the other tasks that we're asking technicians to do, which again, some of them are valuable, right? But if, if a tech now has to take a video, right? Um, certainly they need to do an NPI.
9:31
It needs to be-- We, we put pressure on them to make it a good NPI, have good notes. This isn't necessarily their- Yeah, it's no longer... Like, I remember the old AP- uh, NPIs.
9:40
It's like you got the, the, the- Line through the thing, right? [laughs] It's just a straight line. It's like- Yeah. [laughs] "Yeah, I checked all those." "I didn't even check them all.
9:46
I just drew a line through them all." [laughs] Yeah. I remember seeing that. Yeah. [laughs] So there's, there's a lot more tasks. So how can we claw back some of that time, right?
9:52
And this is a great way to, great way to do it, just keep them turning the wrenches. 'Cause that's, first of all, it's what they like to do. Second of all, it's what makes them money.
9:58
Third of all, it's what makes the dealership money. Like, we gotta sell the hours. Everybody wants it to happen. Yeah. Look, the, uh, you know what?
10:04
You know where I think we're gonna regain a lot of technician efficiency? Is if the vehicle can pull itself into the slot- In it... and the old one can park itself again. I mean, that's what...
10:13
I mean, that's why CarMax, their, their production system is so efficient, is because the technicians never spend time in the vehicle moving it.
10:21
They have people that deliver it to the bay, and then they remove it from the bay. Yeah.
10:25
And so if the vehicle can do that, like, what are we-- I just saw, it was a video of, uh, a test, like a Model 3 leaving- Off the line onto the-... the manufacturing floor- Yeah...
10:33
right onto the carrier, like right over to the carrier. That's a good point. Well, I didn't expect my robot question to get us- [laughs]...
10:40
to get us this far, but I think it's a really meaningful conversation that makes a measurable difference to be thinking through these items in, I mean, one of the most sustainably valued place of a dealership in fixed ops.
10:51
And I also love that Reynolds is, like, from paper to parts robots and everything in between kind of thing. Well, and paper to parts- It's a beautiful company... that's a great advertising tagline, actually.
10:58
Just came out. Came out. From paper to parts robots. And everything in between. TPs. It all alliterates, you know, all the stuff. [laughs] Love it.
11:06
So we were actually, um, Greg, we were actually talking this morning on, on our daily podcast about efficiencies and scale. Yeah.
11:14
And I think that there's two places where we're finding that be a big question mark in, in the industry.
11:19
One is, like, growing groups, trying to find efficiencies in scale instead of just, like, growing, acquiring a new store and letting it be.
11:26
It's like, "No, we're gonna roll up these things into software, people management, or anything like that."
11:32
So that's, like, one piece of it that obviously Reynolds is focused on because you have a lot of the largest groups in the country.
11:38
But also, when you think about the data efficiencies at scale and understanding and leveraging data, um, and I think, you know, what I've seen Reynolds do over the past, really let's call it like five to six years, is start acquiring these companies that allow you to have touch points across the retail and fit stops environment, and now you're starting to tie all those together to like-enhance both of those places of efficiency.
12:05
Can you talk to how, how some of that has been going, especially as the last year we were at Amplify, you announced Spark AI, right? How is that going? Like, what's, what's current status on that?
12:15
Oh, it's going really well. Um, you know, when we look at acquiring companies, obviously we're looking to, to create efficiencies for the dealership.
12:22
I mean, that, that-- at the end of the day, the success of the store is really what's at the heart of what we're doing, including our acquisitions.
12:27
So we aren't looking at an acquisition and saying, "Okay, this, this company is something that maybe we don't do or don't do well, so let's go ahead and buy it."
12:34
It's, it's more so how can we help our dealers be as successful as possible? And we do that through development, we do it through support, um, but we also do it through acquisitions.
12:42
So, you know, some of the recent acquisitions, you look at, uh, TSD with, with rental software, right? You look at AGWS with, um, uh, insurance products.
12:50
Uh, you, you look at, uh, AutoVision and, uh, was ReContract, we rolled into AutoVision, uh, and the, the used vehicle management space.
12:59
There's a lot of these, these companies that we've bought, and we've incorporated them into our retail management system.
13:05
So taking, you know, the DMS obviously at the center and, and building it out, uh, both through development and acquisition.
13:10
But when we, when we acquire these companies, we really wanna make sure that the data underneath all of these tools and all of these products, uh, is tied together. It's a single, um, a single system.
13:22
A- and we've, we've always talked about it as a single system with a single unique identifier for every customer, every vehicle, and every transaction. And that's, that's really, really hard to do.
13:32
Uh, but wh- when you think about it historically with software, um, in order to do anything powerful, you need to have that kind of single unique identifier, right? Mm-hmm.
13:42
Um, and if you don't, then you have all of these different tools where, just use a salesperson as an example.
13:48
I mean, there have been different, different documentations over the years that have showed, hey, a salesperson's gonna touch, you know, seven different tools when they sell a car. It's probably more than that.
13:57
Uh, you know- Yeah... they have to enter a VIN in four different places. And so there's all these inefficiencies.
14:03
Um, and, and what, what happens is you end up with duplicate information, you end up with inaccurate information, and, and then just missing information in different tools, so none of them can function at a really, really high level, or at least as high as what they're expected to.
14:16
And it creates these inefficiencies where it really slows, in this example, a salesperson down. Instead of the intended impact of speeding them up, they have to go to all these different places and it slows them down.
14:26
It is, yeah.
14:27
So, yeah, so you look at that, and then you look forward and you say, okay, so if that happened with software, uh, where these, these software tools were slowing people down 'cause they had to go to all these different places, what's gonna happen with AI?
14:39
And that's where we're heading now, um, you know, with, with all of these AI tools. And, and they're out there everywhere, right? There's a, there's a new AI tool every four hours I feel like. It's something like that.
14:48
That's, that's maybe three hours. [laughs] If you're subscribed to emails, you get- [laughs]... the new announcement every three hours. Right.
14:54
But, but the tool itself, um, you know, it, it's gonna, it's gonna actually take action.
15:00
It, it's gonna do things rather than just having information and, and enabling salespeople, in this example, or, or anybody else in the dealership to operate. It's gonna go do some functions.
15:09
And if it has inaccurate information, if it has duplicate information, if it has missing information, it's gonna do the wrong thing or it's gonna recommend the wrong thing, right? If you keep- Right...
15:17
that person in the loop, it, it's, it's not going to be able to function properly.
15:22
Um, so, so rather than causing inefficiencies without tying all these things together, um, you're, you're, you're causing the wrong thing to happen, right?
15:32
And, and you think of the implications of that when you're reaching out to a customer, um, and you're making an offer. Uh, that, that, that can be a big deal, right?
15:39
And being able to tie all these things together, um, becomes more and more and more important as we move into the future. It's, uh... Yeah.
15:47
When, when I-- actually, as I'm thinking about and listening to you talk about this, it, it's actually shocking to me that...
15:55
And, and I talk about this a lot with the, the, the tech side of stuff that, that I'm thinking about and, like, fa- like, speeding up websites, right?
16:03
We actually find, and, and you see this with any technology or any process, sometimes, actually a lot of the times, the more savvy, technologically forward-thinking dealerships end up
16:19
buying or, or supplying their team with more and more technology over time, right?
16:27
At an attempt to increase customer, you know, satisfaction or, it, you know, engagement and increase the effic- uh, the efficiency of the team member.
16:39
All the while, they're only adding complexity instead of driving efficiency- Mm... which is doing the adverse of what the sales pitch is to do those things. Oh, the technology. Yeah.
16:52
That's so interesting that you bring that up. I was reading an article today, oh, who wrote it? A guy named Peter,
16:58
just a really well-known technologist, and he was talking about how the use of AI, even in simple tasks, is making people very inefficient. And one of the examples he gave was writing emails. Hmm. And he said, "Okay.
17:12
Say, uh, my daughter is sick today and, um, I need to tell my boss I'm not going to be there." So he goes in and he has a little thing, drafts a prompt.
17:20
"Write my boss an email explaining I won't be there 'cause my daughter's sick." "Hello, Bob. I hope you're well." [laughs] Right?
17:27
And it's like, "I'm writing to inform you that my daughter is ill today, therefore, I will not be able to fulfill my obligations," right? "I will do my best to ca-" Right? So he does that.
17:35
He goes, "Okay, obviously I'm not sending that." My email would be like, "Hey, Gary. Uh, you know, whoever's sick, I won't be in the office."
17:43
And then he goes through a series of prompts of what he would need to do to get it to respond like that. Mm.
17:48
And he was just talking about how layering technology on problems, he called them horseless carriages right now, and it could easily become that if we're not being very considerate and deliberate about how and when we're deploying the tech.
18:00
So you just reminded me of that, Kyle, when you said that, but I've just... I feel it in my own life, right? 'Cause we're heavy users and heavy adopters of the new technology to try to- For sure... get the use.
18:08
And that, that is the consideration. Is this actually making it faster?Or is it making it slower and us a little dumber in the process?
18:15
[laughs] Yeah, and that's where y- I think you have to focus on the engine or the horse in that analogy rather than- Yes... the carriage, right? The carriage is, uh, the tool.
18:26
It's the thing that, that spits out the email for you. But that, that tool is gonna give you really bad output if it doesn't have access to all the information that's in your head. Mm-hmm. Right?
18:38
So, um, same thing applies to a business or a dealership.
18:41
Any AI tool needs access to a unified AI data layer so that all of the information that's in, you know, your head, that's in your CRM, that's in your DMS, that's in any other tool that you have, if you have a CDP, if you have a market, like all these tools, any AI application needs access to those, and it needs to be a single unified AI data layer so that it can actually create an output that you don't have to rewrite.
19:04
Mm-hmm. Yes. Yeah. Without a doubt. And, and, and why, and why-- It's actually like I, I, I'm, I'm-- I keep going back to this. Like, when we started digital marketing, we were like, "Good news, everyone.
19:17
We're gonna be able to track everything." [laughs] "You'll know 100% of what the dollars that you're spending are doing." And then it's like, "Good news, everyone. We got CDPs. You'll know everything," right?
19:31
[laughs] "Good news, everyone. AI came to save it." [laughs] "You don't have to lift a finger." And the reality is, is that, like,
19:41
m- micro touch points for each of those only solve a portion of the problem, and until you integrate your ecosystem and, like, tie it all, like you-- Uh, I, I love the fact that you said, like, there's a unique identifier for X, whatever X is.
19:58
Right. Like, until you tell it, "That's the unique identifier, and here's the connective tissue for all of that," nothing about the connective tissue actually matters.
20:08
And so I, I would say, like, if a dealership or a software provider isn't thinking about what their unique identifier is in their vernacular is and making sure that that unique identifier can connect to X other unique identifier that's important to the data set- Mm-hmm...
20:26
then, like, you're literally just gonna spin your wheels- Yep... over and over and over.
20:32
So man, I- This- I'm excited because I can't wait to, like, see this put into practice and into play and, and we'll be talking more about it at ASOTU CON and obviously- Yeah, we will...
20:43
kind of following, following the story, um, because I think this is-- It's still an unfolding conversation. Oh, yeah. And, and we'll figure out where it goes. Without a doubt. Yeah.
20:52
It's, like, not even close to be-- We haven't even started to unfold the conversation. We haven't even gotten started on this. We haven't.
20:58
Well, we look forward to, to, uh, being with you and your team in person, both on the stages, in the exhibit halls, and the receptions, and all the things in just a, a little bit here. It's coming quick.
21:07
But thank you always, uh, for being just such an advocate of dealers and their goals and moving their, you know, moving their initiatives forward and helping us all, you know, think a little bit broader about how things are connected.
21:19
Hey, they, they drive our world. The automotive retail world is the best, uh, best industry on the planet, and those retailers are the ones that, uh, that make it all happen, so I think it's- Amen to that...
21:28
all of our responsibilities to make sure that they're successful. Indeed. Greg, thank you so much for being with us today. Always my pleasure. See you soon, guys.
21:38
[upbeat music] You know what'd be interesting, though, is if we put a hungry countdown timer on our episodes where it's, like, halfway through-- 'Cause you know one of the f- four of us- One of us [laughs]...
21:49
on a call is gonna be hungry. Gonna be hungry. For sure. We'll just go with the host. One of the three of us is gonna be hungry. And then you could count them down to when I give an abrupt ending, you know?
21:57
'Cause, like, you-- Sometimes we're, like, great at our closes, and we're like, "All right. Well, this was so much." [laughs] Sometimes- And sometimes we're like, "Thanks for joining us on Auto Collabs."
22:04
[laughs] And then we're like, "Wah." Off, off screen. [chomping] [laughs] Now, now you know the rest of the story.
22:11
I love the part where in, where we're talking about robots, and that conversation is just going back to food.
22:17
At their booth when they were, the little robots were running around with water and beverages and things like that. So smart. But I had no idea, like, the way, the way Greg and they are approaching just fixed operations
22:27
revenue and un- minutes being units of production and just, like, optimizing for minutes of production and- Look, I thought when I was in sales trying to figure out how to make the desk act like a bay, like, like deals per desk, like hours per bay- Oh...
22:42
that I was savvy. Now I'm, I'm like, these cats are trying to figure out minutes per day as units of inventory. Come on.
22:49
Perishable inventory that once it's gone, it's gone, so this little robot's gonna help us make that better. That's a level of efficiency that I think our industry has to get to.
22:57
Like, a- and, and well, okay, let me just say, our industry, broadly, I talked about this, is on that, right?
23:05
When you look at production lines, ti- you know, like the, the Toyotas, you know, just-in-time manufacturing that so many people have, have assu- have assumed as their manufacturing principle. Like- Mm-hmm...
23:17
you have to be diligent about every minute, every, every millisecond, every, everything that passes through QA. Yeah. And the fact that we run our dealerships on, like, "I hope I sell a car today," you know- [laughs]...
23:32
is like, it's kinda wild to me, you know?
23:34
You know, there's, there is a parts manager at a dealership somewhere in America or Canada right now opening a box in the back being like, "Oh, a, a catalytic converter from a 1993 Oldsmobile." Oh, man.
23:48
"What do we do with it?" So I, I think about this and, and its effect on obsolescence, which we know is a huge issue- Yeah... and just the, the dollars that are sitting in boxes that'll never get sold. Um, huge impact.
23:59
Well, listen, I hope you guys enjoyed this conversation with Greg Uland and a very hungry Paul Jay Daly, Kyle Mountsier, and myself. We hope you enjoyed it. Thanks for joining us here on Auto Collabs.
24:09
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24:22
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24:30
[upbeat music] Welcome to Auto Collabs. Welcome to Auto Collabs. [laughs] Why are we recording? Are we rolling yet? Not yet.