The Right Training and Support

CSN Collision’s approach is designed to enhance performance, growth and success. 

Given how fast automotive technology continues to evolve, robust, flexible and customizable training programs are essential for modern collision repair centres to return late-model cars and trucks to OE repair standards and functionality. At CSN Collision, training is a core part in helping the network and its shops deliver consistent excellence when it comes to repair practices and standards. To gain some insight into CSN’s approach to training and meeting the advanced demands of today’s collision repair requirements, we sat down with Robyn Vandermeuelen, Team Lead, Training and Development, CSN Collision. 

Autosphere: What do you feel is essential to having an effective training platform in today’s collision repair environment?

Robyn Vandermeulen: In collision repair, where time directly impacts profitability, training must fit seamlessly into real shop environments by being mobile-friendly, easy to navigate, and designed to deliver clear information quickly.

That’s why we use segmented courses, microlearning, and role-based learning pathways to deliver the right training for the right roles at the right moment. This approach supports compliance and day-to-day performance while also promoting long-term career growth and internal development. These pathways help teams build skills and progress within the industry, with built-in tools for completion tracking, follow-up, and development so shop leaders are not burdened with administrative oversight.

AS: Can you tell us a little about CSN Collision’s approach to training as a key part of optimizing the repair process at facilities across Canada? 

RV: At CSN Collision, we view training as an operational enabler that reduces friction in the repair process by giving teams clarity, confidence, and consistency in how work gets done.

Our focus is on helping teams understand not just what is required, but why it matters—from safety and quality standards to insurer expectations and performance outcomes. We reinforce how day-to-day decisions in the shop connect to broader results such as cycle time, repair vs replace ratio, severity, repair quality, and customer experience. By aligning training with real performance drivers and shared insurer objectives, we help shop professionals make more informed, consistent decisions throughout the repair lifecycle, ultimately supporting a more seamless repair journey.

AS: Can you tell us a little about CSN Compass, CSN’s new performance management tool, and how training plays a key role?

RV: Late last year, CSN launched Compass, our shop performance management tool designed to provide clear, centralized insight into business performance. Used alongside tools like Generis and data from insurance and strategic partners, CSN Compass turns operational information into clear, actionable insights through intuitive dashboards and visualizations.

In addition to supporting Licensees including Multi Shop Operators (MSOs), access to Compass’ reporting and analytics allows our training and development team to be highly agile. With leadership support and insights into trends and emerging needs, we can deliver targeted, timely training exactly where it’s needed. By combining the expertise of in-house subject-matter experts with modern learning technology, we develop and deploy training that directly supports operational performance across the network, just in time.

AS: Can you tell us a little about CSN’s approach to working with organizations like I-CAR?

RV: CSN actively collaborates with industry-recognized training bodies such as I-CAR, as well as strategic OEM and vendor partners that offer vital training content. Many of our partners provide high-quality technical training, and we see strong value in making that training easier for shop teams to source and access.

In 2026, we’ll be expanding our Learning Management System into a more powerful ecosystem by developing a centralized hub with insights into approved, I-CAR-eligible courses from our strategic partners. This will make it easier for shop teams to navigate available training while supporting advancement of the workforce, enhancing technician proficiency, and promoting the development of staff internally.

AS: From a training aspect, what does CSN consider essential for cultivating long-term stakeholder relationships?

RV: Collaboration and alignment are key. High-quality, repeatable results come from teams that understand not just how to do the work, but why it matters. Across shops, insurers, OEMs, and customers, strong relationships are built on predictable outcomes, transparency, and trust.

Training plays a critical role by aligning expectations, sharing best practices, and fostering ongoing professional development across all roles in the shop. This includes targeted programs such as our Environmental Social Governance (ESG) training, which helps teams understand sustainability responsibilities and responsible business practices, as well as our insurance-focused training that strengthens knowledge of insurer processes, performance metrics, and collaboration practices.

As programs, guidelines, and industry requirements continue to evolve, CSN uses training as an ongoing support mechanism; ensuring teams stay informed, confident, and aligned. This consistent, proactive approach helps shops deliver reliable results, adapt to change, and maintain strong, long-term relationships with all stakeholders.

AS: Is there anything else you’d like to mention?

RV: The industry is evolving quickly, and training must evolve with it. At CSN, we’ve established a strong culture of continuous learning by delivering relevant training in short, accessible, and practical segments for all team members. Our network is responding—course completions jumped by 89% in 2025, building on an already engaged 2024 and demonstrating the network’s commitment to development. With a dedicated Training & Development team delivering content tailored to the needs of our network, we continue to evolve together; delivering timely, relevant training that supports operational excellence and ultimately making the collision repair experience better today than it was yesterday.