...it’s not surprising that the claims system and repairer networks get overwhelmed quickly.
EziClaims Suite was designed to solve that problem by providing the customer an instant link to a web-enabled app where they can initiate a claim and document the damage. This provides the vehicle owner with an immediate solution to resolve the claim, and it provides the insurance company with the data necessary to assess the overall severity of the storm.
This is an imperative step to properly allocate the resources necessary to serve customers.
The Claims Bridge provides access to a national paintless dent repair (PDR) network that can reduce the wait time for repairs. It’s not uncommon for customers to wait eight to 12 months to get their cars repaired. The expanded repair network will reduce the wait time considerably, which will improve overall customer satisfaction.
What are your views on 2021 from a business perspective and the ongoing impact of COVID-19 in the U.S.?
I think 2021 will be very similar to 2020, unless industry leaders act soon. Contactless and virtual solutions will need to be an integral part of serving the customer; if not, it could be a real disaster from a customer experience standpoint.
People are ready to self-serve and the industry needs to accept that and stop saying, “We don’t do it that way” or “It can’t be done that way” or “Put your statement here.”
Looking ahead, I feel optimistic about 2021. We will be prepared to serve our customers both virtually and in person. The expectations around the pandemic are in place across the country and there is a tremendous amount of effort being put forth to enhance the customer experience.
In light of the current challenges, what is your advice to business leaders?
2021 can be the year of innovation to be sure, and the collision repairers who figure that out will reap the benefits long into the future. My only fear is that organizations will be too afraid to be bold.
My advice is to “Never let a good crisis go to waste” (Churchillism.) There has never been a more perfect time for a digital shift than today.
I’m 100% confident we can figure this out, and the benefits will be huge across the entire ecosystem. Those who believe it can be done will get it done.
Think of Netflix and Blockbuster. Blockbuster could have owned Netflix for $50 million, but they didn’t have the vision or courage. The rest is history.