Page 26 - Australasian Paint & Panel July-August 2019

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News • IBIS Global Summit report
PAINT&PANEL JULY / AUGUST 2019
WWW.PAINTANDPANEL.COM.AU
graphs, so for instance it can send the car to the appropriate repair facility and understand if the vehicle is an instant total loss.
The next session was about the chal- lenges of managing data. As far as I know this is not really relevant to Australia but data theft is a massive issue in Europe. Often its employees stealing customer
Millennials will rule
retail by 2025 and they have incredibly high expectations of customer service.”
contact details and each address is worth a considerable sum and can be resold and reused up to four or five times.
How to make more profit and keep it by the KPI guy Jeff Smith was an excellent presentation of the concepts from his book. You have to love a guy who has his own coat of arms (I'm not sure what the story is there but the fluffy dog in it is a nice touch). For someone with limited
counting skills my takeaway was that you have to circulate your money - that is use it as many times as you can. That is the key to profit. In order to be able to use it, you have to be careful other people don't keep it - late payers etc.
The six secrets of successful body- shops for those of you who missed David Leuhr at the Collision Repair Expo was a great presentation. The author of The Se- crets of America's greatest bodyshops is passionate about the industry, incredibly knowledgeable and pretty funny too. He talked about different aspects and atti- tudes of various successful US repairers.
The most relevant session of the day and one that inspired me for our LIVE conference (11 October, Melbourne make a note in your diary) was the customer of the future, looking forward to 2025. Mil- lennials will rule retail by 2025 and they have incredibly high expectations of cus- tomer service. They research through channels such as Youtube and Google and rely on reviews by their peers. They also expect seamless interaction and a choice of platforms to interact with their service providers – which includes vehi- cle repairers. The entire industry needs
Enterprise Rent-a-Car’s MaryMahoney.
to collaborate to change create the 'expe- rience' millennials expect.
James Grant from Verisk Insurance So- lutions talked about way of improving a motor claims journey. He talked about the poor profit margins that the 20 largest auto insurance companies make but how technology can cut out waste and costs such as customers being in hire cars for too long. Verisk also owns an AI product which detects and analyses accident damage and will be talking about this at our LIVE conference.
The last session of the day was an update from Jennifer Boyer, Ford's global collision business and strategy manager on progress with the Ford collision network.
Day two began with a fascinating ses- sion from Mary Mahoney, vice president in- surance replacement at Enterprise Rent-A- Car. Enterprise is a mammoth company (still privately owned) and thinks of itself as a mobility solutions provider and offers many more services that just car rental. Mahoney talked about the opportunities in disruption. She made a compelling argu- ment for creating the right customer expe- rience and understanding how customers expect to interact with you.
Overall the theme that repeated itself was that customers are demanding a seam- less experience with no friction points and that good service doesn't cut it any more, it has to be an exceptionally good 'experi- ence' or they will go elsewhere. The last session included a presentation from Worldskills and a panel on skills short- ages which included two former WorldSkills world champions.
ABOVE: WorldSkills Panel.
RIGHT: James Grant from Verisk Insurance Solutions.