In this month’s edition of Industry Trends, Susanna breaks down the changes in vehicle complexity, repair costs and cycle time and how they drive us to rethink the entirety of the customer’s repair experience from crash to keys. How can our industry use technology to rethink the consumer claim and repair experience, placing more capabilities […]
Our colleagues at DriveFactor shared a post today about the central, but sometimes forgotten role consumers play in shaping the products and services insurers develop and deliver. While written with usage-based insurance (UBI) in mind, we thought it worth sharing for two reasons. First, any company that serves consumers could likely benefit from the reminder […]
CCC announced today the availability of its 2015 Crash Course, an in-depth report that focuses on the trends and business drivers impacting the auto physical damage industry. This year’s report examines ‘Smart Connections’: the pervasiveness of technology and the subsequent availability of rich data that is being shared between consumers, vehicles, insurers and auto repairers. […]
Understanding the consumer experience is more than a point in time Claims executives have it tough. You need to exceed customer expectations throughout a stressful experience that involves multiple touch points and multiple business partners. To do this well requires tremendous collaboration with both internal and external resources. And, according to industry research, there’s room […]
Insurance Companies, like most, are increasingly facing challenges of how to increase customer retention and create a better customer experience. This article from West Monroe Partners dives into those challenges and more: Research within the Insurance Industry has shown that a policyholder’s perception of an insurance company is developed as a result of their interaction […]
Changes within the demographics of the U.S. population will impact all aspects of society – whether it relates to changes in where people choose to live, what they do for a living or what they buy. Businesses are already seeing the impacts of a changing workforce and customer base – where four distinct generations (Generations […]
Changes within the demographics of the U.S. population will impact all aspects of society – whether it relates to changes in where people choose to live, what they do for a living or what they buy. Businesses are already seeing the impacts of a changing workforce and customer base – where four distinct generations (Generations […]
At no additional cost, CCC ONE® customers can market their services directly to consumers Chicago, IL, March 19, 2014 –. Shops that wish to gain greater visibility among consumers searching online for collision repair services have a new tool to put them directly in front of local shoppers. CCC Intelligent Solutions announced today the launch […]
As consumers’ service delivery expectations continue to evolve, opportunities now exist for insurers to expand their repair shops network which provides not only an increased customer choice, but can also help to manage costs, reduce cycle times from First Notice of Loss (FNOL) through completion of vehicle repair. The industry is beginning to embrace all […]