FROM NUMBERS TO KNOW-HOW

In the world of collision repair, numbers often drive the conversation—cycle time, length of rental, gross profit percentage. But for shop owners like Daniel Trevisanutto of Halfway Motors CARSTAR in Thunder Bay, Ontario, the key lies in balancing those numbers with safe, high-quality repairs.

Trevisanutto has spent 14 years in the business, moving from writing estimates to coowning and overseeing operations at a brand-new state-of-the-art facility. In this Industry Insider conversation with host Allison Rogers, he shares his perspective on how KPIs have evolved, which ones matter most, and why community involvement should be measured alongside profitability.

Allison Rogers: Welcome back to another episode of Industry Insider. I’m your host, Allison Rogers, and today I’m joined by Daniel Trevisanutto, one of the owners of Halfway Motors in Thunder Bay, Ontario. Daniel, how are you today?

Daniel Trevisanutto: I’m doing fantastic. Thanks so much for having me.

AR: We’re excited to have you here. Today we’re talking about key performance indicators—KPIs—and how they impact collision repair. But before we get into that, could you introduce yourself and share a bit about your path in the industry?

DT: Absolutely. I’ve been in the industry for almost 14 years, though my path was a little different. Collision repair is the family business, but it wasn’t where I thought I’d end up. At a crossroads in my career, my family suggested I sit down at CARSTAR and start learning how to write sheets. That small step pulled me into the business. From there I got more involved, eventually into ownership, and most recently we built and moved into a new facility in November 2023. It’s been an exciting journey, and I’ve really grown to love this industry.

AR: For readers who may not be familiar, what are KPIs in the collision world, and why do they matter?

DT: At the simplest level, KPIs are measurement tools. They let you assess the health of your business—how productive you are, how profitable you are, and whether you can keep the doors open. KPIs give you a black-and-white way of looking at performance, either compared to your own past results or to others in the industry.

AR: Would you say KPIs are the most important measurement tools for shop owners?

DT: I think they’re the clearest once you’re responsible for profitability and productivity. They’re not always simple to manage, but they give you a very direct view of business health.

AR: Over your 14 years, how have you seen KPIs evolve?

DT: They’ve always been there, but the focus has sharpened. Years ago, metrics like length of rental weren’t tracked nearly as precisely. Now we can quantify them and compare, and they’ve become talking points among owners and managers. It’s almost like trading Pokémon cards— everyone wants to know who’s got the strongest numbers.

AR: That’s a great analogy. Which KPIs matter most to you today?

DT: For me, two stand out: cycle time—how quickly cars move through the shop—and gross profit percentage, which ultimately determines whether you can keep operating month after month.

AR: Are there KPIs you think the industry focuses on too much?

DT: It depends on perspective. Insurance companies focus heavily on length of rental. It’s important to support them, but our main priority has to be profitability. At the end of the day, if you’re not making money, you don’t have a business. A strong financial foundation lets you grow and build.

AR: Can you walk us through how cycle time is measured in practice?

DT: Sure. Cycle time is simply the number of days between when a vehicle enters the shop and when it leaves. If a repair starts Monday and finishes Friday, that’s a five-day cycle. You average those numbers across jobs to see how your shop is performing. AR: Should shops track KPIs manually or through a system?

DT: A system is best, but even a simple spreadsheet works. The key is writing it down. Tracking numbers creates accountability and keeps you invested in improving them.

AR: How do you see technology shaping KPI tracking compared to ten years ago?

DT: Technology has made it much easier. We’re now seeing data aggregation across banners and performance groups, and AI is starting to provide predictive models. Eventually we’ll be able to benchmark more fairly—apples to apples—comparing shops with similar mixes of vehicles or repair types, whether luxury or domestic.

AR: Could you expand on that “apples to apples” idea?

DT: Repair facilities vary widely. Luxury shops handle five-figure parts and longer cycle times, while other facilities repair entire cars for that same cost. Comparing across shops, provinces, or countries only works if you account for those differences. With more data and AI, those comparisons will get sharper.

AR: In your own facilities, how do you balance hitting KPIs with ensuring repairs are done to OEM standards?

DT: Safety and quality come first— everything starts there. A cosmetic issue is one thing, but a safety-related comeback is unacceptable. Build strong processes, do it right every time, and speed will follow. Liability is our biggest responsibility.

AR: So it’s quality over KPIs.

DT: Exactly. You need to stand behind what you’re doing, and then you can start dialing in the numbers. But it has to start with doing the work right.

AR: Have you seen KPI pressure lead to shortcuts?

DT: Absolutely—we’ve all been guilty of it at times. With flat-rate pay and pressure from customers and insurers, it’s easy to cut small corners chasing productivity. But never at the expense of safety or vehicle integrity.

AR: If a shop identifies a weak KPI, what’s the first step you recommend?

DT: Break it down. For example, booth cycle time is like the shop’s heartbeat. Work backward: check painters, techs, tools, training, and support. Identify the factors, address them one by one, and improvements will follow.

AR: Do you think KPIs will look different in five years with EVs, ADAS calibrations and OEM procedures becoming more complex?

DT: KPIs won’t disappear, but rising costs from EVs and ADAS will change how they’re weighted. Average repair order and cycle times are increasing, often beyond a shop’s control. What matters most is completing repairs safely, productively, and being able to stand behind the process.

AR: How do you see insurer expectations evolving along those same lines?

DT: As more data emerges, I hope insurers recognize what shops can’t control and work with us toward mutual profitability. With OEMs more involved, we’re all navigating a three-way dynamic now between repairers, insurers, and manufacturers.

AR: What’s your advice for someone just starting their KPI journey?

DT: Start with your P&L—know your dollars in and out. Financials are the foundation: pay your people, keep the shop healthy, then build from there. Break KPIs down step by step, starting with what keeps the doors open.

AR: You’ve been with CARSTAR a long time. How has that partnership shaped your approach to KPIs?

DT: Being part of CARSTAR for over 25 years has been great. Regional meetings and shared KPIs let stores compare performance, share ideas, and improve collectively. It gives smaller operators access to insights and support, which strengthens the whole banner—and the industry.

AR: Last question—if you could add one KPI to the industry standard, what would it be?

DT: That’s tough—there are already 30 or 40 we track. If I could add one non-financial metric, it would be community involvement. For us, being active locally is core to who we are. Measuring and comparing how shops give back—improving cities, neighbourhoods, lives—would be a great way to encourage positive impact beyond productivity and profits.

AR: I love that idea. More shops should follow suit.

DT: It starts with measuring it. If you can’t measure it, you can’t improve it. Start measuring kindness.

AR: Thank you so much, Daniel. Any final words for the industry?

DT: Just that it’s been a rewarding journey for me and my business. I appreciate the chance to share.

AR: Thanks everyone for listening to Industry Insider. Subscribe wherever you get your podcasts—we’ll see you next time!