Large, multi-store operators implemented centralized call centers back in the early 2000’s. The results they saw were immediate:  increased capture rates and improved claim cycle times. Through most of the first decade, call centers were limited to the “mega” MSOs. But the marketplace is changing.  In the past three to five years, the larger, regional MSOs have followed their cue. Seeing the benefits of centralized assignment management, larger regional players have taken advantage of scale to add one—maybe two—dedicated resources to contact customers when new assignments come in. And they, too, saw the benefits. But now, in the past year, we have seen a number of smaller MSOs join the fray by adding a dedicated resource to contact customers quickly and capture opportunities.

As more and more multi-store operators are seeing the benefit of centralized contact management, CCC responded by creating CCC ONE Contact Center. This tool provides all repairers from the small, regional MSO to the largest operators in the country with the ability to manage all opportunities centrally from within CCC ONE. Within one system, they can prioritize, follow up, document conversations, create appointments, and dispatch assignments to the intended shop or load level to a shop that may be more convenient for the customer.

Companies like Kniesel’s Collision Centers with five locations in the greater Sacramento area see the benefits of a dedicated call center, but don’t have the need or resources for one. Instead, Lance Bartczak, General Manger, talks about utilizing Contact Center and the impact it has had on the business. “The seamless integration between the CCC ONE platform and Contact Center allows for a simplified user experience that results in instant callbacks, an increased positive customer experience, reduced cycle times, happier insurance partners and increased profitability. To say it’s a win-win is an understatement.”