Automotive - Overview

Verified is successfully used in Automotive Service and Collision as a tool to improve busy workflow, streamline communication between employees and departments and to engage customers. We've highlighted some of the key benefits of the Verified platform for Automotive in the short paragraphs below.

Drive Optional Maintenance Work

Providing visual documentation of the required repairs can be very powerful in convincing the vehicle owner to complete optional, but recommended maintenance or repairs.  One excellent example seen in recent years is the use of a fluids tray to show the customer the condition of their engine fluids compared to original state.

Improve Customer Satisfaction

Engage customers through visual documentation of their vehicle to improve their customer satisfaction and drive. Of all the challenges that face the automotive maintenance industry, increasing customer satisfaction is most crucial. At dealership service centers in Canada and the United States, the CSI (Customer Satisfaction Index) rating is 817 and 797 point respectively. These figures have been growing annually in North America and have shown that higher service satisfaction has a direct correlation to greater customer loyalty and thereby, revenue.

Customer Expectations

As seen across all industries that serve the consumer, expectations are increasing for the real-time updates on progress, and delivery of these updates directly to mobile devices. The good news for collision repair industry is that studies have shown a direct link between regular and pro-active communication and customer satisfaction.  Verified's visual documentation network delivers real-time photo updates directly to customers, and enables direct collaboration with the customers.

Smart phone usage is common in today's marketplace and the Verified Network can facilitate interaction between businesses and customers on these popular devices. Customers can receive emails, messages, and notifications from the service department about the status of their vehicle. Customers can then communicate back to approve repairs or request more information from the service center.  

The ability of businesses to interact with their customers digitally has a massive impact on the automotive service industry. Customers can also be contacted through the Verified Network about upcoming offers, sales, and promotions. This form of communication is more effective than mail or a phone call which are costly and antiquated.


PROCESS

DESCRIPTION

VALUE

Warranty Documentation

·    Photo-document damages and any other significant pre-existing damage (dents, chips, damaged parts) not related to the current claim.

·    Share photos with insurance carrier for pre-approval (if required)

·    Attach to estimate and share with customer

·    Supplemental: Identify and document additional damage not included in the initial Estimate/RO# for review and inclusion in the Insurance Approval.

Improved customer satisfaction

due to fewer wrong-parts caused delays while saving costs and improving repair cycle time.

Pre-Existing or On-Lot Damage

·    One of the most costly, but preventable, issues facing service departments is claims of on-lot-damage. On-lot- damage is damage that’s occurred to the vehicle while in the service centres possession.   Although this damage is occasionally caused by an employee mistake, the damage is usually caused by the customer and referred to as pre-existing. Individual claims by customers, on average, cost service center between $500-$1000 and can occur multiple times per month. e

Build trust and increase customer satisfaction while reducing pre-existing damage, lost content and misuse of vehicle claims.

Parts Documentation and Communication

·    Estimator records any relevant notes, visually documents the parts, and sends the documentation to the Parts Advisor.

·    The Parts Advisor visually reviews the required parts without having to go out to the shop, places orders with the appropriate parts supplier or recycler

·    Exchange parts photos two-way between Parts Advisor and Supplier to visually identify that the correct parts prior to shipment.

Improve cycle time, reduce rental costs and increase available production by streamlining ordering process and eliminating wrong-parts.

OEM Certification & Compliance

·    Simplify OEM Certification compliance and repair process verification by visually documenting in-process and as-repaired work.

Improve cycle time through efficient documentation, with simplified OEM compliance audits

Targeted Marketing & Business Development

Document optional repairs such as early tire replacement and use visual documentation of a customer’s car to increase optional service and repairs.

Increase per-RO revenue