Budget Truck and Auto, Inc.
Location: Janesville, WI
Company At A Glance...
Type: Collision Repair and Custom Paint
Facility Employees: 37
In Business Since: 1973
Production Space: 40,000 square feet
To streamline and enhance all of its customer service-related processes, the shop uses the CCC Engage package and is enamored with the results.
Family owned and operated since 1973, Budget Truck and Auto, Inc. was founded in a tiny two-car garage, and now features a 40,000-square foot state-of-the-art facility and employs 37 people. The company’s highly-trained team of technicians are skilled and certified by I-CAR, which makes the business a Gold Class shop.
Today’s customers expect an experience that is both convenient and drama-free, and most of them have proven to be comfortable using technology to get it done.
By pairing its existing CCC® UpdatePlus package with CCC Engage, Budget Truck and Auto, Inc. can connect to their customers at every touch point, including booking appointments and check-in at their facility, while staying in touch during the repair process from start to finish. Customers even have the option to publish their customer satisfaction survey on Budget Truck and Auto’s Carwise profile, making it easy to measure customer satisfaction once the repairs are complete.
Strategy Manager Aaron Polzin’s grandfather, Herb, started Budget Truck and Auto, Inc. 47 years ago, and today his grandson uses technology that was unimaginable back then. Polzin, 28, has been playing a major role in instituting the CCC Engage package within the shop, which includes training and support.
Polzin has been playing a major role in instituting the CCC Engage package within the shop, which includes training and support.
During the pandemic, Polzin has been able to clearly see that the benefits of using CCC Engage and the Photo Estimate feature have been numerous, he said.
“We began using Photo Estimate in October of 2019, which made us one of the first shops in the country to adopt it.
“The system invites our customers to submit photos of their damaged vehicle by guiding them through the process step-by-step. Once they submit photos using their smartphones, our estimator is notified in CCC ONE and can create the estimate without ever leaving the system.”
During uncertain times, a car accident is just another aggravation to deal with and that’s where CCC’s Photo Estimate feature plays an invaluable role.
“If people can work with us but don’t have to physically come here, that’s preferable for all of us,” Polzin said. “We’ve learned that people will feel more comfortable and at ease using CCC’s Photo Estimate feature. It helps us to get the estimating process started, as well as communicating easily with them throughout the entire repair process.”
By using CCC ONE’s Photo Estimate, Budget Truck and Auto, Inc. is able to convert leads from Carwise and their website into actual customers.
“We make it so easy and offer them the flexibility of communicating with us via text, email or social media,” he said. “Some customers prefer face-to-face interaction, but more and more people, especially Millennials, expect the newest technology. Photo Estimate gets the conversation started and that’s where we are often able to build rapport with them and capture that business.
“By using CCC Engage, we are also able to use the Lobby feature that allows customers to checkin electronically and continue that digital experience. It improves our lobby experience with a self-service check-in option and the customer’s information syncs from existing appointments we receive through Engage.”
Budget Truck and Auto, Inc. performs auto body repair, custom paint and vinyl graphics for passenger vehicles, semi-trucks, buses, motor coaches, assorted commercial vehicles and RV’s.
By eliminating the deluge of paperwork that invades the average body shop every day, Budget Truck and Auto is saving time and money.
“We have a tablet at the front desk with a series of questions that are easy to fill out,” Polzin said. “In the past, we handed the customers a clipboard and they had to fill out three to four pages, but now it all happens on an iPad and we have eliminated all of the paper.”
After using what Polzin described as “too many different systems” for too many years, the company jumped all in with CCC ONE in June 2019.
“We use the entire platform now and everything is connected and integrated,” he said. “Every member of our crew, including our technicians, painters, front office people and estimators, use it every day in one way or another. We have a total of 13 workstations available for our technicians on the floor, 10 of which are completely mobile.”
If Polzin or any of his crew have questions about any aspect of CCC ONE’s systems, it’s easy to get the right answers, he said.
“We call them directly and they respond promptly, whether we reach out to them online or by calling their 800-number technical support line.”
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CCC Information Services, Inc.
Company Contact: Mark Fincher
To read more auto body shop profiles from the October 2020 Shop & Product Showcase, click here.