Putting Customers in the Driver's Seat: Self-Service in the New Era of Collision Repair
Neal Lowell and Rick Tuuri, Audatex North America, Inc.

Format: MP3 download

Today's consumers want more control over their automotive collision repair claim than ever before. And collision repair shops, and insurers alike, are responding in kind as part of a fast-growing movement to make customer service a top priority, from the time a claim is reported until the car is safely repaired and returned to the roadways. With this in mind, a new crop of mobile apps as well as customer-facing software solutions – complete with Facebook integration – has emerged to keep drivers informed of the status of their repair, and to keep them in the loop on changes, delays and important decisions. Gamification – the process of rewarding drivers for participating in online discussions about their repair – is also just hitting the market. This presentation will review the new era of collision repair that is emerging and the many technologies that repair shops can expect to see as customer satisfaction continues to take center stage.

• Alert attendees to new trends taking shape in collision repair as younger drivers – brought up on technology – start to take over our nation's roadways.
• Provide an overview of the three key technologies changing the face of collision repair technology today: mobile apps, self-service and social media.
• Generate an understanding of why getting on board with new technology will help repair shops align better with insurance partners and, most importantly, better address the needs of their customers.