Above: Finley Ewing IV, CEO of Ewing Automotive Group and TADA Board Member, at his Mercedes-Benz of Plano location with the hard-working technicians and an amazing team of robots.
The first robot to swoop through the service department at Mercedes-Benz of Plano in Texas crashed out due to data overload.
It lasted about a month, Stephen Rand, fixed ops director for the dealership, told Daily Dealer Live host Sam D’Arc during a segment recorded in September in Las Vegas. The next two “moved at a snail’s pace,” while crashing into shelves and such.
Now, the store’s third wave of robots zips through the department. Rather, the trio scoots along at 3.9 feet per second. Rand’s group partnered with Richtech Robotics out of Las Vegas for the trio of bots now delivering parts to the group’s 100 service bays. After the first robot’s data-overload hiccup, Rand said the techs wanted more.
“We started hearing the technicians saying, ‘Hey, I want the next one! When’s it coming?’” Rand said. (They also helped inspire desire for the bots by taking three people off the parts counter to witness the wait firsthand.)
Rand estimates the robots save technicians about 30 to 45 minutes per parts run. And that doesn’t include time saved from curbing chitchat that typically happens at the parts counter when a human comes to collect.
The robot patrol also sped up the warehouse: Three human parts runners were moved there, improving how fast inventory gets stocked and staged. “We’re getting parts off the dock, into the warehouse and then out to the technicians faster than we have in a very, very long time,” Rand said.
Nuts and Bolts
Each robot stands about 4 feet tall and 2 feet wide, and can carry up to 300 pounds. Rand told CDG News that while the robots could feasibly carry a human, they don’t actually ride them, of course, as that would be a safety violation. (Totally.)
The department’s layout gets mapped out for the robots, and they constantly learn the most efficient paths. Sensors have improved enough that the robots now navigate around people and equipment without incident. The early models, again, struggled with nicking parked cars and such. Now, Rand says, the robots let you know if you’re in their way by saying: “I am on a mission, please let me pass.”
Rand also said his team is working with Richtech to have a robot follow staff directly into the parts warehouse to load itself for an even speedier experience.
By the Numbers
Each of the robots covers about 10,000 steps a day, or about five miles, Rand said. And, until charging time, they don’t stop. Plus, there’s that 300-pound weight limit, Rand said, estimating that a Mercedes-Benz battery weighs anywhere from about 30 to 50 pounds.
“Depending on the size of the battery, the robot can take three batteries out,” Rand said. “We would have to send somebody out three times with three different loads to carry three batteries.”
He estimates that their workload is equivalent to that of about four full-time human employees, though he was quick to point out that no humans lost their jobs to the robots, as they were just reassigned. When the robots need to charge, they roll right onto the charger.
Because they were part of a pilot program, Rand said the dealership has a deal with Richtech. While he wasn’t sure of exact figures for a standard agreement, he said dealerships can rent or buy the robots outright. They own the three they have now, which are Titan models.
All Work, Some Play
We thought you’d never ask: Of course, the robots have names. (Well, two of the three do for now; the third name is pending.) Rand said they took a vote, going through choices such as Auto, Wall-E, Optimus Parts, Parts Vader, Hot Wheels and Mercedes May Bob.
The winners? Rosie and M2B2. The techs also had fun at times, adding googly eyes, mustaches and even a Burger King crown to the Titans.
Don’t forget the music! Rand said they’re able to download any genre and especially liked seeing the robots roll to “Low Rider” by War, early on. And just like your favorite festive human colleague that starts their Christmas playlist on Nov. 1, the robots can get annoying with their seasonal music.
“At Christmas, the techs [go] nuts after the first month,” Rand said. “They’re like, ‘We can’t play this all the time. We have to have something else, because we started it in October…”
Rand says the robots are a must-have for any dealership considering them. (We think McGovern Automotive Group would agree.) “We didn’t realize the unintended gains from having them,” Rand said.
More AI
Robots aren’t the only tech reshaping Rand’s fixed ops department. A voice-to-text system, built with Revion and Tekion, lets techs narrate notes instead of typing, cutting documentation time on a repair order from 20 to 25 minutes down to about 10.
Rand also has a different take on the video MPI trend. He argues that most technicians aren’t naturally suited to being on camera and points to his own store’s low customer open rate in a mandated brand’s video MPI program as proof. He prefers photos instead. (We know at least one writer who digs this approach).
Looking Ahead
Despite all that, Rand says humans aren’t going anywhere, pointing out that advisors build real relationships with clients because they know their families, their needs and what matters to them beyond just the vehicle. “I don’t think that’s ever going to change because people want that interaction,” Rand said.
The article was originally published by Car Dealership Guy and is reprinted with permission. View the original article and learn more at news.dealershipguy.com.
