ClaimWatch launches Version 2.6 – with a focus on customer feedback
ClaimWatch Ltd is launching Version 2.6 of its award winning ClaimWatch® package on May 2nd - the twelfth upgrade in the four years since ClaimWatch was launched. In line with the industry’s growing emphasis on customer care, this latest set of user enhancements focus on the importance of communicating with customers, harnessing customer opinions and using the information to improve business operations.
The most important enhancement is the customer feed back form that comprises four simple questions designed to be completed in less than 20 seconds, together with space for additional comments. An SMS text message, sent within 24 hours of them receiving their repaired vehicle, encourages policyholders to revisit their ClaimWatch page and complete the questionnaire. All customer feedback is collated and measured and provides valuable KPIs for both bodyshops and their work providers. The feedback form was fast tracked into this upgrade following a suggestion from Gary Brench, formerly MMA’s Insurance plc’s Chief Engineer, who recognised how useful this information would be to help bodyshops and their work providers improve customer relations. (Gary recently joined ClaimWatch to support its ongoing work with the insurance industry).
V2.6 also includes a much improved reporting suite for the collation of customer care and tracking information, and a facility to enable bodyshops to up sell and market their own services by educating customers about the repair process – highlighting things that could be done outside of the insurance work.
The reporting suite focuses on the management of customer communications and, unlike some other systems, the ClaimWatch reporting suite puts the bodyshop in complete control of what MI is collected, how it’s used, and who has access to it. The type of information that can be collected includes the number of text messages sent to a particular customer and the number of web hits a bodyshop has achieved on its pages.
Progressive bodyshops keen to improve their bottom line will be delighted with the ability of V2.6 to help them promote additional services to customers. This latest version of ClaimWatch allows bodyshops to add and edit detailed descriptions of all nine repair stages. This gives bodyshops an unprecedented opportunity to up sell and to promote additional and often lucrative services to the customer. For example, bodyshops may highlight services including full valets, air con refills, sunroofs, refurbishment of tyres and even the fitting of front and rear parking sensors. ClaimWatch provides a proven platform to market bodyshop services to customers. And, because bodyshops can easily demonstrate the number of hits customer pages receive, there is also the added opportunity to create an income stream from sponsored links, enabling associated business to have direct access to these motorists.
Steve Wheele, ClaimWatch’s Managing Director, comments, “At ClaimWatch we regularly review both our product and the market place and we pride ourselves on keeping ClaimWatch fresh and relevant. I’m confident that the improvements that are part of Version 2.6 will substantially increase the usefulness of ClaimWatch to bodyshops, to motorists and to work providers. No other system has the capability to utilise and direct as much high quality customer care information as ClaimWatch can – and that’s got to be a great thing for all users!”
The launch of ClaimWatch V2.6 on May 2nd follows successful trials with a number of bodyshops. All existing users will be automatically upgraded at no extra charge. New users pay a one-off set up cost of Ł950.00 (+VAT) and a monthly licence fee of Ł95.00 (+VAT). The licence fee includes all maintenance, web hosting costs, upgrades and telephone support.
ClaimWatch can be purchased direct from ClaimWatch Ltd. For more information on the system generally, or Version 2.6 enhancements specifically, please visit www.claimwatch.co.uk or call 01274 244088.
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