Page 17 - Australasian Paint & Panel July-August 2019
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damaged vehicles. IAG is using the fa cility purely as an assessment and drop off site. It has a couple of desks on one side of the building.
“So when a customer lodges their claim we identify certain triggers in the claim that it's driveable. We ring them to tell them to come here having talked through the damage and ensured this site is suita- ble. We talk through their mobility needs whether its a hire car or a taxi home.
“When the car comes in we have a quick conversation with the customer, and that is usually the same person who has spoken to them on the phone. The as- sessor comes and walks through with the customer looking at existing and accident damage and talks about what the repair process will be for that vehicle.”
Using the workshop management sys- tem the vehicle is processed then towed or driven to the allocated repairer in the IAG network. Currently there are two shops in the trial for the Seven Hills centre – SmashCare down the road and SRS in Castle Hill.
McCoy said: “We try to get around 40 cars a week through this centre. Obvious- ly we get cars coming in that are out of
The trial has increased
customer satisfaction by 30% with customers giving 9 or even 10 out of 10 for their experience.”
scope because the customer doesn't real- ise how bad the damage is. For those that are in scope 20-25 cars per week will go to SRS and SmashCare and the rest are sent to the other shops that have capacity.”
“It's a hybrid system at the moment,” said Fitzpatrick, “and because it's a trial we are keeping the numbers small to en- sure we get the customer experience right. We can't go too big too fast. It's all about how we manage the customer experience and how do we help our partners better manage their repair business?”
Veronica Jory from SRS said: “We can see what's needed for the cars coming to us through the system, so we take the op- portunity to order the parts before the car is sent to us and schedule them for deliv- ery as the car arrives. This helps speed up cycle times.”
Brett Shelton is one of two assessors at the Seven Hills site. He explained: “After the customer is checked in we look at the car to establish the accident damage and what isn't from the accident and whether they need a second claim or a quote for that damage. We've got the process down to about 10-15 minutes.
“Most of the customer feedback is re- ally positive, they're really happy with the service, the fact that it's a one-stop shop. They're not having to go to repair- ers, get a scope of works and then be told to come back in two weeks. They're dropping the car off once, it's getting in- spected by us at the beginning and end of the repair. They really like that as well – that's a second person looking at it – so we're making sure our quality is above standard.”
The trial has increased customer sat- isfaction by 30% with customers giving 9 or even 10 out of 10 for their experi- ence. While there are still processes and logistics to iron out, the trial is already deemed a great success and IAG will likely be looking to duplicate the process in other areas of New South Wales in the future.
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