It’s been a busy year at Today’s Collision. As our employees worked at earning our I-CAR Gold status and our ProFirst Certifications for Honda and Acura, we have been diligently installing a new operating system and reorganizing the way we deliver customer service.
Operating System
Throughout the year, we have utilized the consulting expertise of Mike Anderson, owner of www.CollisionAdvice.com. Mike’s team of experts has helped us test and implement a new collision operating system.
In addition to the new OS, we have teamed with our leading paint supplier, Axalta, to utilize their proprietary software, ProfitNet,TM which was developed by Yada Systems. As a systems integrator, Yada Systems has developed the ProfitNetTM software to enable collision shops to completely integrate their operating platform with all aspects of the business. We now have the ability to communicate with business partners from the initial estimate, through paint formulation, parts acquisition, dealership management systems and more through one cohesive system. This advanced interface also enhances our internal communications between departments and provides a means to connect with our customers for improved customer interactions.
Customer Service Reorganization
Throughout the systems upgrade, members of the Collision Advice team analyzed our processes and workflow to determine the best possible way to organize our team members for efficiency and quality, while, at the same time, enabling us to maintain exceptional customer service.
The new look of our front office, giving the CSRs the freedom to respond quickly to customer needs.
The end result was to depart from the traditional reception-area workflow into a team-based approach. At the onset, we will have three dedicated teams. Each team will consist of a Customer Service Representative (CSR), an Estimator, a Lead Technician and a Dedicated Parts Person.
As soon as a customer contacts us, they are assigned a team that will follow their repairs through completion. The CSR will be the customer’s main point of contact, and will utilize the new ProfitNetTM management system to communicate to the other team members throughout the repair process. This enables the CSR to provide the customer with timely information regarding their vehicle.
Implementing ProfitNetTM and reorganizing the CSR teams will improve the overall performance of repairs from beginning to end. We look forward enhancing turn-around-times for our customers, developing better communications both internally among our team members and externally with our vendors and maintaining our reputation for high quality standards and focused customer service.
Malden CSR Team – Holly, Eric, Nick and Matt
