Integrated Customer Satisfaction Surveys make it Possible for Shops, Carriers to get Real Time Consumer Feedback on the Repair Process
Chicago, IL December 19, 2012 – CCC Information Services announced today the availability of CCC ONE™ Update Plus CSI, an integrated option within the company’s consumer communications offering that allows repairers to send satisfaction surveys to customers within two days of their completed repair. The surveys, which can be sent via email or text based on the customers’ preference, represent a continuation of the dialogue shops can now have with customers throughout the repair process when using CCC ONE™ Update Plus Status. The surveys also include instant alerts back to the shop when a response indicates a level of dissatisfaction as well as configurable reporting, both available at a low fixed monthly subscription to help reduce the cost of traditional solutions. CCC ONE Update Plus is powered by Update Promise, for which CCC became the exclusive reseller earlier this year.
“The Update Plus CSI solution is a natural extension of the tools CCC currently provides to repairers and insurance carriers to help them keep connected with their customers throughout the repair process and deliver a better customer experience,” said Joe Allen, SVP, Automotive Services Group, CCC Information Services. “This new offering builds upon CCC’s focus of developing and delivering tools that provide a ‘win-win’ for our customers and the end consumer.”
CCC ONE Update Plus CSI provides two types of branded surveys; one for shops to use with consumers that comes with a standard set of questions, and another for insurance carriers to use in their DRP relationships. Both offer configurable reports to provide automated and timely measurement of customer satisfaction with the repair process. Both can be issued within two days of completion of the repair, which is a dramatic improvement over today’s standard for post-repair surveys, enabling effective customer service recovery.
“Extending the functionality of Update Plus Status to include CSI will further help repairers deliver an optimal customer experience by providing them with a complete solution to efficiently meet the service expectations of today’s sophisticated consumer,” said Curtis Nixon, President of UpdatePromise.com.
To learn more about CCC ONE Update Plus CSI, please visit: www.ccc-one.com/updateplus
About CCC Information Services Inc.
CCC brings together what matters most – insight to make the best decisions, connections into the largest auto claims network and superior productivity through an innovative single platform. Founded in 1980, CCC is the nation’s leading provider of advanced software, workflow tools and enabling technologies to the automotive claims and collision repair industries. Its client base includes more than 350 insurance companies and more than 21,000 repair facilities. CCC also delivers the most comprehensive, best-in-class industry insights by leveraging data captured from the millions of transactions processed through its network, and the forward-looking, trusted advisor perspective of its people. You can find out more about CCC Information Services Inc. by visiting the company’s web site at www.cccis.com.
UpdatePromise.com is a leading communication and information technology provider to insurers, collision repair facilities, and auto-service related operations throughout North America. UpdatePromise.com has developed a totally unique approach to product development and deployment strategies in an effort to ensure the greatest possible value for its customers. UpdatePromise.com has created leading-edge products that simply outperform the competition at every level.