How Collision Xperts Turned Scattered Documentation Into a Single, Well-Structured Operations Manual — and Cut Onboarding Time in the Process
Real documentation already existed — it just wasn't usable
Collision Xperts is an auto collision repair company with locations in Mesa, Tempe, and Tucson, Arizona. They run a one-stop shop covering vehicle intake, damage evaluation, insurance claims processing, towing, rental coordination, and repairs — and they work closely with personal injury law firms across Arizona, who refer clients to them for property damage handling.
Owners Fernando and Manuel ("Manny") came to us in a different starting position than many of our clients: they already had a substantial amount of documentation. The problem wasn't a lack of process — it was that everything existed in disconnected documents with no central organization. Information was hard to find, inconsistently formatted, and not built for a team to actually use day to day.
What they wanted was to bring everything into one place — well organized, well structured, and easy to search. They needed a single source of truth that could standardize training across their team, standardize how each location operated, and give every team member a central knowledge base to work from instead of scattered files.
A 13-section operations manual — built from their existing documentation and expanded through knowledge extraction
We ran knowledge extraction calls with the Collision Xperts team to both create new SOPs and complement their existing ones. Much of their existing documentation was strong — our work was to reformat it, improve the wording, and restructure it so it was easier to understand and access inside the Notion operations manual we built for them.
The manual is organized into 13 sections:
The Business Overview documents who Collision Xperts is: their mission, slogan, locations, services, and tech stack. The Org Chart and Job Descriptions section maps every team member — who they report to, their location, their team, and their full job description.
The All Employees SOPs hub holds everything every team member needs regardless of department: dress code, time-off request process, shop closing procedures, and other company-wide policies.
The Intake SOPs Hub covers the full intake function: lead intake, claims process, liability insurance, follow-up process, scheduling, rental process, and the estimate-to-estimator handoff. It also includes a daily schedule for the intake specialist, front desk SOPs, and a complete hiring and training track for the intake role — interview questionnaire, training roadmap, checklists, forms, email templates, and call scripts.
The Operations SOPs Hub is the most extensive section of the manual. It documents two full client/vehicle journeys — one for repairable vehicles, one for total loss vehicles — covering everything from customer and vehicle check-in through technician assignment, labor assignment, parts ordering, body repair, painting, reassembly, and quality control. The repairable journey alone spans 21 workflows; the total loss journey covers 9. This hub also includes SOPs and training guidelines for the estimator/claims handler role, and full documentation for the parts team including checklists, forms, email templates, call scripts, and external training videos.
The Business Development SOPs Hub includes a referral partner directory and a daily activity log that feed into a dashboard the business development team uses to track their partner pipeline — active partnerships, ongoing conversations, and inactive partners that need re-engagement, organized by industry with scheduled next visits. This hub also documents the cold visit workflow, lead handoff workflow, and event participation workflow, alongside their existing marketing materials.
The Management Only section holds the tools specific to leadership: a KPI tracker, the new hire quiz editor, a new hire OM completion tracker, HR documents, and general training materials including Notion video tutorials and recordings of our own training sessions with the team.
The Glossary covers industry- and company-specific terminology so the team has a shared reference point. The Company Directory holds internal team contacts along with external partners, professionals, and maintenance and repair service providers. The Company Wall of Love is where the team's milestones and positive feedback live — including screenshots of Google reviews and other praise they've received.
The New Hire Onboarding Quizzes are interactive, built directly in Notion for each role — so whenever Collision Xperts hires someone new, they can test that person's knowledge of the role and the company before they start.
Everything in one place — and training time down significantly
Collision Xperts now has a well-structured operations manual with everything the team needs in one place — no more searching across scattered documents to find the right process. Onboarding and training time for new hires has been reduced significantly, and the standardization across their Mesa, Tempe, and Tucson locations means the team operates as one uniform organization rather than three separate ones.
The project moved quickly: six knowledge extraction sessions, 42 hours of operations manual development, and 12 hours of knowledge extraction calls resulted in roughly 160 SOPs, templates, and pages — some newly created, many incorporated from their existing documents, and the rest edited and improved for clarity.
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