Identifix subscribers call its repair hotline to troubleshoot a broad range of vehicle problems. On the hotline, Identifix master technicians use their past experience, technical training and hotline archives to talk through the problem with the subscriber and reach a sound diagnosis, also providing repair options and even estimates. Subscribers also use the Identifix direct hit program to assist in diagnosis and repair. Direct hit archives contain experience-based information on over 600,000 common vehicle problems and repairs.
Specialists answering the repair hotline are factory trained by the original equipment manufacturers and have certification as advanced service excellence master, L1 specialists. Identifix organizes its specialists into five teams based on area of expertise: General Motors, Chrysler, Ford, European and Asian.
Identifix archives everything its specialists learn, going back to the hotline's inception in 1987, and makes this information, including industry-exclusive diagnostic short-cut tests and confirmed fix procedures, available through direct hit. Direct hit also enables consumers to link directly from the selected diagnostic to service and repair information provided by the original equipment manufacturer. Diagnostics also link to associated repair information, such as wiring diagrams. Links from repair sites take the user to other related documents without needing to change sites. There is also a key word function that allows a subscriber to quickly get to the specific information he needs.