Elevating customer relationships through innovation

In an evolving auto care industry, Transtar Aftermarket Solutions, a NexaMotion Group company, utilizes emerging technologies like artificial intelligence (AI) and adaptable e-commerce solutions to improve customer experiences and streamline repair processes.   

Hitesh Patel, Director – Canada at Transtar Aftermarket Solutions, dives into how he has aimed to enhance customer relationships and loyalty through innovation, adaptability, and accessibility.

Hitesh Patel, Transtar Aftermarket Solutions

In an industry that is constantly evolving, what innovations or emerging technologies have you seen that hold the greatest potential for simplifying customer experiences?  

Our e-commerce platform, Transend is designed to make repair logistics simpler. Transend has incredible parts matching capabilities and gets customers the right part through easy filtering and searching.  

We just recently launched a new AI powered catalog assistant available through text messaging. This tool is currently in beta testing and utilizes the Transend automotive parts catalog to generate parts availability and quotes. AI has tremendous potential to improve auto care, from advanced diagnostics to smoother customer support so repair shops can operate more efficiently and Transend is investing in new technologies.  

On the topic of emerging technologies, what is the biggest challenge you have faced in recent years?   

While constantly adapting to emerging technologies is a challenge, one of the most significant obstacles facing the auto care industry is the right to repair, which has become increasingly relevant as vehicles become more complex. Proprietary technology limits access to essential repair tools, often reserving them for dealership-only use. This restriction impacts independent repair shops that need access to specialized tools to provide complete service to their clients.  

I am an advocate for broader right to repair legislation, which would give independent shops the tools to streamline repairs, reduce downtime, and improve the customer experience. By enabling access to necessary data and technology, we support a more competitive auto care industry that better serves consumers and maintains vehicle accessibility.  

In an industry with diverse value points for different customers, what strategies do you employ to elevate the customer experience?  

People are the backbone of our success. It is crucial to invest heavily in training and development to maintain a skilled and personable team. This way, we can maintain close relationships with our customers, understand their needs, and provide tailored solutions.   

Our mission is to simplify complex vehicle repair to keep the world moving, and we do this through continuous feedback, enabling us to adapt, improve, and ensure our solutions evolve to meet our customers’ changing needs effectively. 

The auto care industry serves a wide range of customers, from independent shops to large service centers. How do you tailor your offerings to meet the specific needs of these diverse customer segments?  

In the auto care industry, meeting diverse needs—from independent shops to large service centers—requires adaptable solutions. Transtar has expanded beyond transmission parts to include a comprehensive line of general repair auto parts, making us one of the few suppliers to offer both. Its flexible product line supports driveline and general repairs, meeting the demands of independent shops, fleet managers, and dealerships alike.  

With a focus on innovation, advocacy, and customer-centered support, we are committed to adapting to the evolving landscape, building strong partnerships, and delivering solutions that empower our clients.   

About the Young Professionals in the Auto care sector  

Young Professionals in the Auto care sector (YPA) is an Automotive Industries Association of Canada (AIA Canada) community comprising of young executives, of 45 years or younger, in the Canadian auto care sector. They support the career growth of young professionals by expanding their network and assisting them in becoming a thought leader in Canada’s auto care industry.