With the motto “if we remain the same, we fall behind”, it is not surprising DSI Panels is a business willing to take risks. NCR spoke with one half of the powerhouse behind DSI Panels, Clarissa Iacobucci, to discuss how workshop expansion continues to reap the rewards of innovation.
With over 50 staff, three repair shops, and more plans to expand in 2024, Clarissa and David Iacobucci from DSI Panels know how to successfully break new ground.
The Iacobuccis define success as continuous growth, learning, and improvement as a team, and it is safe to say, that so far, it has worked in their favour.
Their ambitious attitude extends through to their team and has created a unified approach in their workshops.
“DSI Panels isn’t just about one person, it’s a collective effort. Every member of our team plays a role in our success, and as they grow and develop, so does the business,” Clarissa says.
“We wouldn’t be where we are today without the incredible team we have. Their dedication and progress is what truly defines our success.”
It all began with family
David Iacobucci’s parents, Don and Silvana, started DSI Panels over 40 years ago with a workshop in Box Hill North. In 1998, DSI Panels moved to its current location in Blackburn.
Wanting to follow in his family’s footsteps, David began his panel beating career in 1999 at his parent’s workshop. David moved quickly through the ranks, and by 2006, he had purchased half the business from his parents.
In 2014, David and Clarissa bought the remaining half of the business from Don and Silvana, and the rest is history.
“Over the last 10 years, we’ve grown to four factories in Blackburn, a large purpose-built factory in Croydon South, and most recently, the acquisition of four adjoining factories in Lilydale, making us the largest panel shop in the Yarra Valley,” Clarissa says.
“It’s been quite a journey, and we’re grateful for all the support we’ve received along the way. That says, we never stop looking— the next expansion could be just around the corner!”
Working as a family unit has meant that David and Clarissa can openly communicate and get straight to the source of the challenge or issue. United by the same goal, the discussions surrounding improvement and growth are underpinned by openness and candidness.
“While we might not always have a filter in our discussions, honesty has shaped the personality and culture we’ve built across the DSI Panels locations,” Clarissa says.
“It keeps things genuine and helps us tackle challenges together, which has made us stronger as a team.”
Thinking strategically
Clarissa and David have strategically divided the many tasks that come with owning and operating multiple repair shops to best benefit their business.
Clarissa primarily focuses on the behind-the-scenes tasks like managing contracts, HR, payroll and accounts.
David takes care of the front-end responsibilities, working with insurance companies and suppliers to get the best deals. David also steps in to help with quotes, parts, and answering day-to-day questions from the team.
“Together, we do our best to keep things running smoothly for both staff and customers,” Clarissa says.
An outsider to an insider
Until marrying David, Clarissa had zero experience in the collision repair industry. Like many, Clarissa had preconceived ideas about the industry, but when she began her work in the family business, she soon was proven otherwise.
“The reality is far more positive than the stigma suggests. Dave’s “people before panels” mindset has been central to building a loyal customer base and an outstanding reputation in the industry,” Clarissa says.
Bringing her expertise from a different field gave DSI Panels a fresh perspective and outlook on ways to improve the business.
“I was able to bring in experience from my previous work which added more structure to the way we operate,” Clarissa says.
No choice but to expand
After a decade with the thriving Blackburn workshop, DSI Panels were faced with a difficult choice in an uncertain economy. Their choice was to either expand or plateau.
“We are driven by our core values and a desire to keep moving forward. So, we chose growth,” Clarissa says.
The expansion process was a time consuming and challenging process, but the Iacobuccis’ hunger to succeed triumphed over any initial hesitations.
“There were plenty of sleepless nights and long hours leading up to it, but when we finally opened the doors, it was such a huge relief,” Clarissa says.
“Watching the new workshop take shape from the ground up and seeing our vision come to life was truly fulfilling. While we faced various obstacles along the way, those challenges only strengthened our resolve and made the end result even more satisfying.”
The Croydon workshop opened in 2018, and it has been a highlight in the Iacobuccis’ journey so far.
“The opening of our Croydon branch stands out as one of the most memorable moments for us. It was our second location and really marked the beginning of our major growth,” Clarissa says.
“Watching that shop grow into what it is today, with multiple awards and a strong, dedicated team, has been incredibly rewarding. We couldn’t be happier with how far it has come.”
Going from strength to strength
The Iacobuccis lead DSI Panels with an innovative eye that is strengthened by the ability to adapt and grow.
“We’re committed to discussing, formalising, and continuously fine-tuning our processes. We gather input from everyone involved to ensure that our practices are as streamlined as possible,” Clarissa says.
Having a consistent approach throughout all levels and areas of the office and workshop has allowed DSI Panels to continue its growth and expansion.
“For instance, we have a standardised list of photos needed at various stages—quotes, drop-offs, progress updates, and hand-overs. This simple yet effective practice helps minimise potential issues and keeps everyone on the same page,” Clarissa says.
“It’s a great example of how small, consistent improvements can make a big difference, and it’s something that everyone contributes to.”
Industry challenges
All repair shops are facing numerous economic challenges. DSI Panels is still learning how to navigate the impacts of inflation and rising costs.
“To cope, we’ve had to work smarter and be more strategic,” Clarissa says.
“With some shops closing down or changing contracts, there’s been added pressure on our operations. However, we’ve focused on understanding our limits and setting clear boundaries regarding the number of cars we can handle at any given time. Learning to say ‘no’ when necessary has been crucial.”
Finding the right staff
At DSI Panels, keeping a happy and cohesive workplace is an expectation that they constantly work to uphold. Through team building exercises, having team lunches and dinners, the Iacobuccis ensure their teams are united and gel well altogether.
“We prioritise building a positive culture and carefully selecting staff who align with our values. We focus on finding the right fit for our team rather than just filling positions,” Clarissa says.
DSI Panels recognises the shift in attittudes towards the work/llife balance, particulary after the pandemic.
“We offer flexible working arrangements, including options for 4 or 5-day weeks, part-time or casual roles, and the ability to make up time for personal appointments. This flexibility helps our staff balance work and personal commitments,” Clarissa says.
Having an open and honest community of staff, however, hasn’t come without its challenges.
“Maintaining this positive environment sometimes means having difficult conversations when things don’t work out or when someone doesn’t fit well with the existing team. Managing this for a team of over 50 staff across three locations can be challenging, but it’s an essential part of ensuring a harmonious workplace,” Clarissa says.
As soon as a new employee begins, there is full transparency to the level of training that is required.
“We actively promote a strong training culture when advertising for new staff, and this commitment has been embraced enthusiastically by our current team,” Clarissa says.
The Iacobuccis also foster the next generation of talent at their workshops. They currently have four apprentices, two of which are on track to be signed off in the next month.
“Having apprentices is really rewarding for us. We’re always on the lookout for more apprentices and plan to focus on this area moving forward,” Clarissa says.
Moving with technology
Every DSI Panel shop is I-CAR Gold Class accredited, which is in alignment with the Iacobuccis’ belief to keep moving forward.
“Our staff understand that this accreditation not only benefits the business but also supports their own professional development and progression in their trades,” Clarissa says.”We are strong believers in the need to constantly learn – if you stay still, you fall behind!”
The training isn’t just for the staff, as the Iacobuccis believe it also benefits current and potential customers.
“Our customers can rest easy knowing that our technicians are up-to-date with the latest industry training, which provides them with a sense of security. For us, it means we can be confident that we’ve done everything possible to ensure each vehicle is returned to a safe condition,” Clarissa says.
Future thinking
The collision repair industry is rapidly evolving, with new technological advancements like EVs and hydrogen batteries, and new OEMs entering the market. In an environment where some people might become overwhelmed, the Iacobuccis see opportunity.
“This period of change presents exciting opportunities for the industry. It’s a great time for young, driven individuals to join the field and contribute to its growth and innovation,” Clarissa says.
With a motto like ‘to remain the same, we fall behind’ you can guarantee that DSI Panels will also have one eye on planning for the future. The Iacobuccis have recently received council approval for a redevelopment of their original site in Blackburn. This redevelopment will include adding an adjoining factory that DSI Panels has just secured.
“Even with this project underway, our plans don’t stop there. We’re always looking ahead and thinking about future opportunities, but we approach them one step at a time,” Clarissa says.
“It’s important to us that while we evolve and improve, the core values of DSI Panels remain unchanged. We want to grow and innovate without losing sight of who we are.”
