Frequently Asked Questions
FAQ's ABOUT PROSCRIBE
ProScribe is AI-driven repair order (RO) write-up software built specifically for automotive dealership service departments. It guides technicians and advisors step-by-step through the documentation process and automatically generates detailed, professionally written repair order stories. The result is more consistent, complete write-ups that help speed up warranty approvals and improve CSI scores.
ProScribe uses AI to walk technicians through each part of a repair order write-up so nothing gets missed. As the tech documents the job, the software builds out a clear cause and correction story in professional, OEM-ready language. What used to be a rushed, inconsistent task becomes a guided process that produces a quality write-up in a fraction of the time.
A repair order story is the written record of what a customer reported, what the technician found, and what was done to fix it. It is typically structured as complaint, cause, and correction. A clear, complete RO story is what OEMs rely on to approve warranty claims, and it is also what protects the shop if a repair is ever questioned.
Complaint, cause, and correction (often called the three C's) are the three parts of a properly documented repair order. The complaint is the issue the customer described, the cause is what the technician diagnosed as the source of the problem, and the correction is the work performed to resolve it. Missing or vague information in any of the three is one of the most common reasons warranty claims get rejected.
Yes. ProScribe was designed from the ground up for automotive dealership service departments, not adapted from generic documentation software. It was created by a team with deep roots in dealership technology and hands-on experience across a large number of service shops, so the language, workflow, and OEM requirements are built into the product.
Why not just use ChatGPT or another AI model for repair documentation?
ChatGPT, Claude, Grok or any of the other independent AI models can produce well-written, professional-sounding text, but the goal of warranty and repair documentation isn't polish, it's accuracy. A generic AI model is designed to generate plausible, complete-sounding responses. Left unconstrained, it will often infer or add diagnostic steps, test results, or conclusions that weren't actually performed, because that's what makes the writing sound complete. The result can read great and still not reflect what the technician actually did.
In theory, yes, but that assumes every technician catches every fabricated detail, every time, on every RO. In practice, review is inconsistent, and a plausible-sounding sentence is easy to skim past. ProScribe is built so the underlying content never has to be caught and corrected in the first place. It only documents what the technician indicates was actually performed. Nothing gets invented that then needs to be removed.
With ProScribe, no. The terminology, component selection, and structure stay consistent across your whole team, regardless of who's writing. With a generic AI model, each technician's results depend heavily on their own account history, prior prompts, and how that model's memory has evolved over time. Two technicians using the identical prompt on the identical vehicle can get meaningfully different output, a level of inconsistency that creates real risk when documentation goes in front of a manufacturer's claim review team.
Not reliably. Generic models don't distinguish between closely related but distinct components the way a purpose-built system does. One example would be treating "Steering Gear" (the mechanical assembly) and "Electric Power Steering Gear (EPS)" as interchangeable when they're not. That kind of mismatch can quietly change what the documentation is actually claiming was repaired.
It raises the stakes. As OEMs lean more heavily on automated analytics to review warranty claims, documentation that's inconsistent, embellished, or contains fabricated steps is more likely to get flagged, which means more chargebacks, not fewer. Accurate, consistent, fully supportable documentation is exactly what that kind of review is designed to reward.
AI should help with organization, consistency, and grammar, and absolutely avoid fabricating technical content. ProScribe uses AI to help technicians (including the ones who aren't natural writers) produce clear, well-structured documentation, but it's built around the principle that the system never invents a step, a test, or a result that wasn't actually indicated by the technician. The output should read well and hold up under scrutiny, not just one or the other.
Does ProScribe work well for technicians who aren't native English speakers?
Yes. ProScribe is built so technicians don't have to compose sentences or write prose at all. They select the components, conditions, and steps that reflect the work performed, and ProScribe generates the written narrative. Because reading and recognizing terms is generally easier than writing fluent, polished prose in a second language, many bilingual technicians find they can work confidently in ProScribe even if writing a repair story from scratch in English would be difficult.
Not quite. With a generic AI model, the technician still has to write (or heavily edit) a prompt and then review the output for accuracy, and editing someone else's writing in a second language is often harder than reading it. If the AI's phrasing is off, embellished, or just doesn't sound like what the tech meant, a non-native English speaker may be less equipped to catch and correct it. ProScribe removes that burden. Technicians choose from structured options rather than writing or editing free text, so the accuracy of the output doesn't depend on their English writing proficiency.
No, the opposite is actually the case. This is one of the problems ProScribe was designed to solve. Documentation quality shouldn't depend on how comfortable a technician is writing in English. By taking writing out of the equation, ProScribe helps ensure every technician, regardless of language background or writing experience, produces clear, accurate, professional documentation.
Warranty Claims and Documentation
Warranty claims are most often rejected because the repair order documentation is incomplete, vague, or missing OEM-required language. When the complaint, cause, and correction do not clearly tell the story of the repair, the OEM cannot verify that the work qualifies for coverage. Rejected claims mean delayed revenue, extra administrative work, and frustrated technicians.
The most reliable way to reduce warranty claim rejections is to improve the quality and consistency of repair order documentation. That means every RO includes a complete complaint, cause, and correction written in clear, OEM-ready language. ProScribe helps by guiding every technician through that process, so strong documentation is the standard rather than the exception.
ProScribe helps speed up warranty approvals by producing complete, well-written repair orders the first time. When claims arrive with clear documentation and the language OEMs expect, they move through the approval process faster and are far less likely to be kicked back for revision. Faster approvals mean your shop gets paid sooner.
CSI Scores
CSI (Customer Satisfaction Index) scores measure how satisfied customers are with their dealership experience. They matter because manufacturers tie CSI to incentive programs, floor plan support, and certification status. Strong CSI scores are one of the most closely watched metrics in automotive retail, and the service department plays a major role in them.
Repair order documentation affects CSI scores more than most teams realize. Clear, professional documentation supports better communication with the customer about what was wrong and what was fixed, which builds confidence and trust. When customers understand the value of the work performed, satisfaction goes up.
Service departments can improve CSI scores by delivering a consistent, professional experience on every visit, and documentation is a big part of that. Clear repair order stories help advisors explain the work in terms customers understand and reduce confusion or disputes. ProScribe supports higher CSI by making quality, consistent documentation the norm across the whole team.
Using ProScribe in Your Shop
ProScribe is used by technicians, service advisors, and service managers. Technicians use it to build complete repair order write-ups, advisors benefit from clearer stories to share with customers, and managers get consistent documentation across the entire team. It is built to fit into the existing service lane workflow.
Yes. One of the biggest advantages of ProScribe is consistency across experience levels. Whether a technician is a seasoned veteran or new to the bay, the AI-guided process helps them produce a complete, professional repair order story. That means quality write-ups no longer depend on who happens to be writing them.
ProScribe is designed to cut write-up time significantly, producing detailed repair order stories in a fraction of the time it takes a technician to write an equivalent story manually. Less time at the keyboard means technicians spend more time turning wrenches and moving cars through the shop. The result is a smoother workflow and higher bay efficiency.
The best way to get started is to book a demo, where you can see how ProScribe guides the write-up process and generates repair order stories for your service department. Reach out through the Sailfish Software website to schedule a live walkthrough and get answers to any questions specific to your shop.