Page 16 - Australasian Paint & Panel magazine May-June 2022

16
News • In Focus
PAINT&PANEL MAY / JUNE 2022 WWW.PAINTANDPANEL.COM.AU
48 HOURS,
THE CARE ADVANTAGE
FROM THE TEAM THAT BROUGHT YOU CAPITAL S.M.A.R.T COMES CARE, THE NEW KID ON THE BLOCK THAT’S LOOKING TO REVOLUTIONISE THE INDUSTRY ONCE AGAIN.
pability that is predicated on an engage ment with the customer who is guided t provide images and video of the acciden damage. That allows the parts are ordere with time to spare - the parts suppliers the have a minimum of 48 hours to source an deliver the parts which, according to Vais they love. “Previously when the car drov in it was the first time you saw it and th process started there - that’s too late. No when the customer arrives the car will al most always go straight into productio with the parts ready and waiting.”
The Clayton site is around 3,000 m2 wit a simple layout. Moss says the sweet spot i around 80-90 cars per week. “But the beau ty of this system is that it is scalable and o course it all depends on demand.
“What we have managed to achieve i partnership with RPS is a paradigm shift, think we’ve changed the game. People ar starting to see that it is making life easie for every stakeholder. “If you look at ou current customer feedback (I acknowledg it’s early days) it’s in excess of 90%.”
Y
ES, IT’S ABOUT THE CAR BUT
it’s really about the customer,” says Norman Moss, co-founder of CARe describing how the name came about for this new colli- sion repair group that already has two sites
in Victoria at Clayton and Thomastown. Moss and operations director Trifon Vais who we chatted with, along with many of the CARe team, were part of the Capital S.M.A.R.T journey - a venture which, it isn’t an exaggeration to say, was revolu- tionary in the collision repair industry. So, when they say they wanted to do some- thing different this time, you know they
mean it.
“We’ve had experience of the express re-
pair side of things and there are now outfits which do that well. What we wondered was, could we be more efficient at the front end and come up with a customer-centric and just-in-time approach which benefitted everyone in the supply chain,” Moss said.
When they say front end they mean to be involved virtually from the moment the ac- cident happens and fully utilising all that digital technology has to offer. By teaming
up with Repair Partner Solutions (RPS) they have created a fully digital process to interact with the customer as soon as the insurer accepts liability for the claim, right through to customer feedback.
The customer receives an introduction to CARe, which describes itself as driva- ble-centric, from the insurer Auto & Gen- eral. They are booked in within the next 48 hours and it’s that 48-hour window where the CARe team feel their system gives everyone in the repair chain an ad- vantage in terms of a seamless process.
The team has created a digital triage capability that is predicated on an en- gagement with the customer who is guid- ed to provide images and video of the ac- cident damage. “Subsequently we are able to triage the severity of work accord- ingly,” Moss says.
It also means that the parts are or- dered with time to spare. “Now when the customer arrives the car will almost always go straight into the workshop and into production with the parts ready and waiting,” Vais said.
The team has created a digital triage ca-
LEFT & ABOVE: CARe Clayton is bright, modern, clean and uncluttered with great branding.
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