Shops can document and report repairs as vehicle complexity advances
Las Vegas—CCC’s latest add-ons for its CCC ONE platform can help collision repair shop managers and owners ensure vehicles are repaired correctly and drive more business to the shop, said Mark Fincher, vice president of Market Solutions for CCC, who sat down at the recent SEMA Show with Parts & People to talk about Direct and Engage.
As vehicles have grown more complex, it’s more important than ever to ensure processes are consistent, Fincher said. Instead of a generic printed form with checkboxes that a technician may haphazardly check through with a pen, the Checklist feature of Direct allows for a dynamic checklist specific to the repair.
A shop can create a master list including, say, 50 items, depending on the type of repair, such as an airbag deployment, structural damage, or it meets a certain dollar amount. “But if the car doesn’t have any frame damage, maybe I need only 40 items to be done. If it’s a bumper job, maybe I need only 20 items to be done,” he said.
Instead of a static checkbox, now technicians can be prompted to, as an example, take a photo to document that they’ve applied weld-through primer or corrosion prevention.
“There are a lot of different configurations that let me not only track to make sure things are getting completed properly, but properly document the file,” Fincher said.
And because Checklist allows for reporting capability, delays in production — such as the paint department sending vehicles with subpar bodywork back to the technician for rework — can be measured.
“If I have a problem with a technician, I can get some coaching for that. Now I have data.”
With Direct, shop management no longer needs to generate separate reports for keeping tabs on things such as accounts receivable, cycle time, and sales, or import them into a spreadsheet.
“If I’m an owner, when I wake up in the morning or while I’m driving into work, I want to just go on my phone and quickly see all of my KPIs to see where I am,” he said.
Dashboards, accessible at CCCONE.com, can be customized for what the owner or manager would like to measure, including job-specific KPIs, presented as a bar chart or a line chart.
“A lot of owners are working on the business and are not logged into CCC ONE all day, using it like the staff does,” Fincher said. “This is an opportunity to get a quick glance of the health of the business.”
Engage ‘invests in the customer experience’
CCC’s consumer-facing website Carwise.com attracts nearly three million unique users per year, Fincher said, with search engine results popping up near the top of the list when a customer types in a search such as “Auto body near me.”
Available to CCC UpdatePlus customers, Engage is designed to help drive a higher capture rate of jobs into the shop. Customers can make an appointment through Carwise.com.
“They just click, ‘Book now,’ and they can book an appointment right into the shop as a consumer assignment, just as a DRP assignment comes down,” he said.
Through its CCC ONE master calendar, the shop has control over its available appointment slots, but the idea is to not lose a sales opportunity.
“What happens today is the insurance company sends the assignment to the shop, the shop gets the assignment, and the CSR or estimator now has to pick up the phone and call the customer to get a hold of the customer to schedule an appointment. A lot of times, they can’t get a hold of the customer, or they’re busy, and maybe they don’t call the customer for a couple of days, and in the meantime, the customer has talked to three friends: ‘Joe’s Body Shop is over here — you should go see them.’”
Next year, insurers will also have that ability to schedule appointments directly into shops, Fincher said.
Instead of walking into a shop and expecting to be handed a clipboard, a printed form, and a pen, today’s consumer is more accustomed to newer buying experiences, such as using a self-checkout line at the store or ordering at a restaurant’s kiosk, and it’s not just for millennials.
So Lobby, which allows a tablet to be handed to a customer, the counter, or at a self-standing kiosk (as just introduced by Goliath) allows repair facilities to offer the same, Fincher said.
“It’s the concept of ‘liquid expectations,’ where your expectations from one industry carry over into another industry. We’re enabling modern consumer experiences inside CCC ONE, so repair industries can offer those same experiences and be able to differentiate their businesses.”