fbpx
Thursday, 13 September 2018 09:53

Mike Cassata Presents on DRPs at NCACAR 3rd Quarter Meeting

Written by
Mike Cassata of Hammer Insights presented on DRP relationships during NCACAR’s Third Quarter Meeting in Fayetteville, NC, in August. Mike Cassata of Hammer Insights presented on DRP relationships during NCACAR’s Third Quarter Meeting in Fayetteville, NC, in August.

Index

 

“Decisions are not made lightly,” he said. “Managers consider all of the facts and do what is ultimately right for the policyholder and the company. This will be discussed with the shop owner and advised why. It’s appreciated when the shop remains professional, and this leaves the door open for the future, but gross structural safety issues was a deal breaker for me and is with many carriers.”

 

Cassata also covered tips on competing in a consolidating marketplace and the importance of honoring your commitments. He dubbed CCC Open Shop, similar direct communication portals and OEM certifications as the “DRP of the future.”

 

“Many carriers currently use CCC Open Shop and other direct communication portals to vet future DRP partners, like an audition,” he said. “They won’t tell you this, but the DRP team is monitoring the activity. If you are able to communicate effectively now with the carrier, they may feel you are an excellent candidate for their DRP program. OEM certifications are a must to compete. The vehicle control center will trigger a message to alert the driver to take the vehicle to the nearest OEM-approved collision repair facility and may notify the approved collision facility of the accident.”

 

It’s imperative for shops to maintain up-to-date, user-friendly websites, and Cassata recommended attending industry events and joining associations as a great way to build DRP relationships.

 

Cassata concluded, “Finally, it’s a matter of trust. You must be able to trust your insurance partner, and your insurance partner must be able to trust you, but most importantly, your mutual customer must be able to trust the relationship that they have with you and the carrier.”

 

Davies recalled, “Mike finished up his presentation with a closing thought related to the evolution of our relationship with the customer: ‘A well-treated, well-satisfied first-time customer becomes a repeat customer, and if they have another great experience, they become your client and then your advocate, and then actually feel like your partner and close friend.’”


« Previous Page Continue reading