“Not only did they not take a dime, the auditor told us, ‘These are the best technician stories I’ve ever seen.’”
— Tom Druzynski, Director of Service Operations, West Herr Automotive
Built Around the Way Technicians Work
West Herr's technicians said they were spending too much time writing repair stories instead of repairing vehicles. PENCILWRENCH replaced blank pages with a guided workflow that follows the natural repair process — from customer concern through verification — making documentation faster, more consistent, and easier for warranty teams to review.
"The audit came. 
PENCILWRENCH passed."
“We buy time from our technicians, and we sell that time to our customers. That’s our inventory,”
“When you’re pointing and clicking, the stories are laid out in a logical order — what’s the customer’s complaint? How did you diagnose? What was the actual failure? What did you do to make the repair?”
Almost exactly one year after implementation, West Herr’s East Aurora dealership faced another OEM warranty audit. Auditors reviewed roughly 150 repair orders and spent multiple days reviewing technician stories.
— Todd Puccio
“There wasn’t a single story that was questionable.”
Why It Worked
Created more consistent repair stories
Reduced warranty office follow-up
Captured warranty-required details
Improved audit readiness
Gave technicians time back