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  • 1. Collaboration Takes Center Stage in Claims Management How Insurance Carriers and Auto Repairers Can Partner to Achieve Business Results and Deliver Customer Satisfaction Patrick Burnett, Associate Vice President of Property & Casualty Claims - Material Damage, Nationwide Insurance Mary Jo Prigge, President Service Operations CCC Information Services Inc.
  • 2. Today’s Discussion Customer Satisfaction – A Journey Consumer Trends Changing APD Claims Landscape How to Address Carrier Perspective 3
  • 3. Customer Satisfaction Canvas Sources: http://csi.mckinsey.com/knowledge_by_topic/consumer_and_shopper_insights/consumer_experience_journey and  http://files.thisisservicedesignthinking.com/tisdt_cujoca.pdf and McKinsey & Company, “The three Cs of  customer satisfaction: Consistency, consistency, consistency”, March 2014. Pre‐service  Period • Advertisements/  Public Relations • Social Media • Word‐of‐mouth • Past Experiences Service Period • Service Journey  (multiple  coordinated touch‐ points across  multiple channels) Post‐Service  Period • Customer  Relationship  Management • Social Media • Word‐of‐mouth • KPI reporting for  carriers and shops to  raise performance Expectations Experiences Satisfaction /  Dissatisfaction
  • 4. Time Spent on Digital Platforms Grows Source:  comScore. U.S. Digital Future in Focus, 2014, page 8. 
  • 5. Lower Price & Personalized Service Source:  www.propertycasualty360.com, “Accenture: Consumers Willing to Buy Insurance from Banks, Google, Amazon.” February 7, 2014.  http://www.oracle.com/us/corporate/press/1883120.  0% 20% 40% 60% Ages 18-24 Ages 25-34 Ages 35-54 Ages 55+ Will Pay More for Auto Insurance w/ Personalized Service Research conducted  by Oracle found that  81% of shoppers  willing to pay more  for better customer  experience
  • 6. Consolidation in Personal Auto Market 54% 58% 64% 68% 76% 0% 10% 20% 30% 40% 50% 60% 70% 80% 1970 1980 1990 2000 2012 Top 15 Writers Share of Personal Auto Premium Source: Auto Insurance Report, June 3, 2013..
  • 7. Collision Repair Marketplace Evolves 2006 2011 2012 # of $20M MLO Organizations 57 65 68 Percent of collision repair revenue  nationally 9.1% 13.4% 14.7% Percent of number of collision repair  locations nationally 2.0% 3.1% 3.9% “A Profile of the Evolving Collision Repair Marketplace” Statistics on Multiple‐Location Operators Source:  CollisionWeek, Research from The Romans Group Combined (MLO’s $20+M and MLO’s $10M-$20M and MLN’s) these shops accounted for 23.5% of the annual collision repair revenue for 2012
  • 8. Regional and National MSO Volume Grows 0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% 35.0% 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 Multi-Store Operators’ Share of Annual Uploaded DRP Appraisal Count Source: CCC Information Services Inc.
  • 9. 10 More Choice & Personalized Service
  • 10. 11 Providing Customers More Repair Options
  • 11. Helping the Customer Pre-Service
  • 12. Leveraging Customer’s Mobile Device
  • 13. Customers Trust Others’ Reviews Most
  • 14. Repairers Use Mobile to Engage Consumer Build Trust Keep Informed Detect Sentiment Measure  Satisfaction
  • 15. 16 Customer Satisfaction is More Than a Single Score Reviews Excellent customer service! Definitely feel that every employee wanted to make sure I was not only satisfied, but understood the repair status as time went by. I would recommend the company to anyone who needed collision repair. Recognition I was trying to figure out how to get my car before the store closed. Sensing my frustration in trying to figure this out, Jackie called my insurance agent and requested my rental be extended so I wouldn't have to worry about it! I thought that was above and beyond!! 16 When I went to pick up the car, it had been parked under a tree, and had bird droppings on the windshield and the driver side window and door panel. The employee noticed it, and offered to have it washed; however, I couldn't wait. Not a complaint, but it should be noted to prevent it in the future. Suggestions
  • 16. The Consumer’s Claim Journey Sources: http://csi.mckinsey.com/knowledge_by_topic/consumer_and_shopper_insights/consumer_experience_journey and  http://files.thisisservicedesignthinking.com/tisdt_cujoca.pdf and McKinsey & Company, “The three Cs of  customer satisfaction: Consistency, consistency, consistency”, March 2014. Pre‐service  Period • Advertisements/  Public Relations • Social Media • Word‐of‐mouth • Past Experiences Service Period • Service Journey  (multiple  coordinated touch‐ points across  multiple channels) Post‐Service  Period • Customer  Relationship  Management • Social Media • Word‐of‐mouth • KPI reporting for  carriers and shops to  raise performance Expectations Experiences Satisfaction /  Dissatisfaction
  • 17. Instant  Information Rising  Expectations Kept  Informed Quicker  Resolution
  • 18. Status /  CSI Self  Managed Shared  Guidelines Data &  Analytics Customer  Choice Configurable  Workflows Integration Resource  Alignment