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Skills are the competitive edge

Australia’s industry leading trainer, I-CAR takes a look at why a skilled team in the workshop is a business’ best competitive edge and the data that backs this up.

The automotive repair landscape is being reshaped by rapid advancements in technology. With electric vehicles (EVs), ADAS (Advanced Driver Assistance Systems), aluminium and carbon fibre panels, and tighter OEM repair standards, today’s bodyshops are operating in an environment where the margin for error is razor thin.

In this high-stakes setting, the difference between success and stagnation often comes down to one thing: a well-trained, future-ready team. And while the value of training might feel intuitive, the commercial benefits are measurable — and significant.

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The cost of an untrained team

Let’s begin with what happens when you don’t train your staff. Studies conducted by I-CAR and industry benchmarking bodies show that:

Untrained technicians are 50 per cent more likely to produce incomplete or incorrect repairs (I-CAR, 2023), leading to rework, delays, and customer complaints.

Shops without formal training programs experience up to 30 per cent longer cycle times and 25 per cent more rework (CCC Trends, 2024).

Incorrect repairs can increase claim costs by up to $1,000 per vehicle on average due to supplementary damage or additional parts and labour (Mitchell Industry Trends Report, 2023).

These are not just operational inefficiencies — they’re commercial risks that eat directly into your profit margin and customer retention.

The business case for upskilling

On the flip side, the data supporting structured training programs is compelling:

I-CAR Gold Class shops see a 14 per cent improvement in cycle time and a 34 per cent reduction in rework compared to non-Gold Class repairers (I-CAR Impact Report, 2022).

Shops investing in technician development report a 20–25 per cent higher customer satisfaction index (CSI), improving word-of-mouth referrals and repeat business.

Training boosts staff confidence and performance — resulting in lower turnover rates (up to 40 per cent improvement), which reduces the cost of recruitment and onboarding.

This all translates into stronger financial performance. Consider this: if training helps reduce rework by just 10 per cent in a shop processing 800 jobs a year, that’s potentially 80 fewer reworks — each saving an average of four labour hours and $500 in parts/labour wastage. That’s a $40,000–$50,000 annual gain — from just one metric.

Commercial growth opportunities from a skilled team

Training also unlocks new revenue streams and strategic opportunities:

OEM certifications

  • Many automakers now require formal technician training to access repair procedures, parts, and branding. A skilled team positions your shop to qualify for:
  • Manufacturer-certified collision networks.
  • Direct referrals from dealerships.
  • Access to restricted structural components or structural parts (especially for EVs and luxury vehicles).

Insurer preferred networks

  • Insurance partners increasingly favour repairers who can demonstrate consistent quality, safety compliance, and fast turnaround. Training is key to:
  • Meeting KPIs for performance-based agreements.
  • Reducing claim costs and increasing your shop’s value in DRP networks.
  • Minimising supplemental claims and disputes.

EV and ADAS Services

EV repairs and ADAS calibration are specialist services requiring certified knowledge and equipment. Training enables you to:

  • Enter high-value, low-competition markets.
  • Command higher margins for complex repairs.
  • Future-proof your operations as vehicle technology evolves.

Internal benefits that boost long-term value

Beyond commercial wins, training helps drive internal performance:

Team productivity: Trained technicians work faster and more independently, reducing supervisory strain and allowing for better workload management.

Culture and engagement: Ongoing development builds a culture of improvement, pride, and shared standards. Teams with access to learning are two times more likely to report high job satisfaction (LinkedIn Workplace Learning Report, 2023).

Talent retention: Offering clear training pathways keeps top talent in-house. Replacing a skilled technician can cost up to 150 per cent of their salary — training significantly lowers this risk.

Measuring the ROI of training

To evaluate the effectiveness of your training investment, start by tracking key performance indicators (KPIs):

You can also use:

  • Training completion metrics (e.g.  per cent of team with I-CAR Platinum status).
  • Certification milestones (e.g. OEM approvals obtained).
  • Qualitative feedback from staff on confidence, safety, and job satisfaction.
  • Together, these provide a clear and powerful picture of ROI — from both a financial and cultural standpoint.

The final word

Training isn’t a cost — it’s a competitive weapon.

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