Despite differences in size and location, Cockrell’s Body Shop of Pensacola and Bastrop Body and Paint both have something in common. They’re all enthusiastically endorsing a new technology that significantly enhances the quality of information shared with customers and insurance companies while reducing the amount of time needed to provide updates. Introduced earlier this year by Enterprise as part of its Automated Rental Management System (ARMS) (R) Automotive suite of products, the Customer Repair Status Notification feature uses text and email messages to keep customers instantly updated on the status of their vehicle repairs. It allows a shop to update not only Enterprise rental customers but all of the shop’s repair customers.
Here’s what collision centers are saying:
At Cockrell’s Body Shop of Pensacola, one of nine Cockrell Body Shop locations along the Gulf Coast from the Florida Panhandle to Mississippi, the Repair Status Notification application has resulted in getting better reviews from customers on the quality of communications while their car is being repaired.
“This level of customer satisfaction pleases our insurance company DRPs (direct repair programs), as well as our company, where our slogan ‘we love your automobile’ reflects how we like to treat our customers,” said Bruce Topliff, Body Shop Manager for Cockrell’s Body Shop of Pensacola. “Customers are asked when they bring in their car whether they prefer to be updated by phone, email or text. The majority prefer text messages because they can be updated via their mobile devices wherever they are and they can respond to us without interrupting whatever else they are doing. Electronic messaging is straightforward and takes minimal time compared to phone calls, which used to be the industry standard,” said Topliff.
Bastrop Body and Paint, located just outside Austin, TX, has been using the new Customer Repair Status Notification system for about three months. Shop owner Marisa Classen says it’s made a huge difference in reducing unnecessary phone calls and providing a record of every contact, which is important with 40 to 50 cars in the shop at a time.
“We’re a family-owned collision center in a small community and customer service is a priority,” said Classen. “Our customers really like receiving text updates, especially when repairs are completed and they can pick up their car while they’re out instead of making a special trip, which also helps reduce the number of car rental days.”
Customer Repair Status Notification is available to all body shops using the ARMS® Automotive Data Manager application, which also provides the repair shop free cycle time reporting. Powered by CynCast, the application integrates easily with a repair center’s estimating and/or collision repair center management system. Enterprise preferred shops can receive training and a coupon code by sending an email to ARMSAutoMotive@erac.com.
Additional information about the ARMS® Automotive applications is available from ARMSAutoSuite.com or by visiting Booth N1616 at the International Autobody Congress & Exposition (NACE), October 11-13 in New Orleans.
About Enterprise Rent-A-Car
Founded in 1957 and known for an extensive network of locations, everyday low rates and outstanding customer service, Enterprise Rent-A-Car is an internationally recognized brand that has been named to BusinessWeek’s annual list of “Customer Service Champs” in 2007, 2008, 2009 and 2010. In addition, Enterprise won Budget Travel magazine’s 2010 and 2011 Readers’ Choice Award as their favorite rental car brand for customer service around the globe. Market Metrix, LLC, a leading provider of customer and employee feedback and performance tools for the hospitality industry, also has recognized the Enterprise brand as the leader in customer satisfaction in the car rental industry. Further, the Enterprise Rent-A-Car brand led the car rental industry in an annual North American airport car rental survey, which includes both leisure and business travelers, for seven years in a row. For more information about Enterprise, visit www.enterprise.com