Car Wash Support That Assures Business Success

When you choose DRB Tunnel Solutions, you can get more than industry-leading car wash point-of-sale (POS) and tunnel optimization technology. With a Rapid Response Annual Support agreement, you have access to the Knowledge Center. More than technical support, our Knowledge Center is a business partner committed to helping your car wash reach optimal success and profitability.

Keep Washing Cars
When you call the Knowledge Center, you’ll get a response within minutes, not days. We prioritize issues that prevent your car wash from operating to minimize lost revenue.

Enjoy Peace of Mind
Rest assured that we’re always here for you. Your Rapid Response Annual Support agreement provides unlimited telephone and email support, including 24/7/365 emergency service.

Optimize Your Operations
Our products are highly customizable, designed to meet your unique needs. The Knowledge Center is here to help you tailor our products to maximize your investment.

“With a competitor’s product, we didn’t get the support that we were getting with DRB. I can’t say enough nice things about DRB’s support.”

- Rita Mandell, Owner of Hamilton Mill Carwash


Technical Support

Your Rapid Response Annual Support agreement ensures that you have access to unlimited telephone and email support.

Included Services

24/7/365 emergency service

Phone response within minutes, not days

Priority given to issues that prevent operation

Access to loaner/swap equipment

Access to real-time sales and labor stats via StatWatch® or Patheon® from a desktop browser or phone app

Software updates

Free remote training

Value-Added Services

In-person training

Professional services

Repair


Software Optimization

We have assembled the largest support staff in the industry (100+ technicians) to not only keep your car wash up and running but to help you tailor our products to maximize your investment.

The Knowledge Center can help you configure your car wash’s workflow to increase volume and revenue, lower operating costs and improve the overall performance of your car wash.


Unprecedented Attention to Results

Our goal in the Knowledge Center is to provide ultimate professionalism with the fastest responses and resolutions. Over the past 30+ years, we’ve developed a sophisticated system to constantly monitor key metrics, including:

  • Average response times. Our goal is to answer 80% of incoming calls within 3 minutes.
  • Average on-hold times. Our goal is to have an average hold time of two minutes or less.
  • Time to resolve
  • Telephone and online customer satisfaction survey results
  • Call audits

We continually make adjustments based on these metrics and reward technicians based on the ability to meet established goals. Each technician completes a structured training that includes classroom learning and time on the phone with an experienced mentor, gaining both technical and industry expertise.


Regional Teams

The Knowledge Center utilizes a regional support structure to ensure greater customer success and continuity of service. Support requests are routed to five regional teams, each led by an experienced technician who possesses deep product knowledge and leadership skills.

This support structure allows customers to work with a small group of technicians rather than getting different representatives each time they call. Because the techs are more familiar with the intricacies of each site and work as a team, resolutions are faster and more accurate. Our technicians love this structure because it empowers them to see issues through and build stronger customer relationships.