We are proud to be selected as part of the Auto Body News Product Showcase for our commitment to customer service. The article details our relationship with top paint supplier, Axalta, and our reorganization to place a strong focus on our customer interactions.
Check out the article here: Auto Body News
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
What does it mean to be a ProFirst Collision Shop?
As the car manufacturing industry becomes more reliant on technological advancements, Manufacturers are requiring an increase in specialized training for their certified collision repair facilities. Once repair shops complete the designated training, the Manufacturers can be confident that their vehicles are being repaired to the quality standards held by the OEM (Original Equipment Manufacturer).
Recently, Today’s Collision received the I-CAR GOLD status designation. This was the first step in preparing for our Honda and Acura specific training. I-CAR (The Inter-Industry Conference on Auto Collision Repair) is an international, not-for-profit organization dedicated to training those in the collision industry with the knowledge and skills necessary to achieve a complete and safe repair.
The Gold Class designation lets you know a collision repair shop has trained technicians who know how to repair your vehicle properly. Approximately 10% of collision repair shops currently complete the rigorous training requirements needed to meet the Gold Class standard. Businesses that earn Gold Class status are proud of their accomplishment and will typically display the Gold Class logo to help you identify them as highly trained repair facilities.
In addition to the I-CAR Gold Class designation, each ProFirst shop has received Honda-and Acura-specific training through I-CAR. The training provides Honda-specific information about vehicle construction materials and general repair considerations, specific repair procedures, manufacturer’s position statements relative to vehicle repair, hybrid electric and alternative fuel vehicle repair considerations, and more. Every ProFirst collision repair facility has the distinction of being an I-CAR Gold Class Professional.
We are extremely proud of our employees in completing this extensive training process, and are excited to continue to partner with the Honda and Acura dealerships in the area to bring the highest quality repairs to their customers.
1. There is currently a high volume of Hail Damage Claims in the Boston Area. Turnaround time will depend on the extent of your vehicle’s damage.
2. Insurance Companies are also experiencing high call volume. You should contact your Insurance Company as well as your repair shop. Today’s Collision Malden at (781) 321-6080 or Today’s Collision Chelsea at (617) 887-0080.
3. Be aware of companies who have entered the area to work specifically on hail damage claims. Some may not be reputable, and may not offer a warranty.
4. Today’s Collision has partnered with Dent Concepts, based in Tennessee. We have established an off-site, expedited service, utilizing their hail damage expertise. You will work directly with our Today’s Collision staff, your claim will be processed by Today’s Collision, and the work will be backed by our Today’s Collision Warranty.
5. We are seeing most claims covered under Insurance. Please remember that your comprehensive deductible will apply.
***Alert: Updated 8/8/15:*** Due to the recent hail storms to hit the Greater Boston Area, we have set up an expedited Hail Damage Claim Center. If your vehicle has damage due to hail, please contact us directly at the following locations: Malden (781) 321-6080 and Chelsea (617) 887-0080 to access this service.
This note was just sent to us by a long-time Customer of Today’s Collision, Tim D:
“Dear Matt,
This is brief note to let you know that as I look back over the fine work done by Today’s Collision Repair in Malden on my auto over the years, I feel I have to reach out to you or someone there to say how impressed I am with the workmanship that the workers do at Today’s Collision Repair in Malden. So, maybe you can pass this on to the workers in the shop?
Here goes: My little green Mini Cooper-S has been in a number of accidents since I’ve owned it. But, you know
what?…… It looks as perfect as it was when I first bought it. In fact, most of the Cooper’s body is newer! And, thanks to the 12 year rust warranty, some sheet metal has been replaced due to rust.
I might add that I was also impressed with the brief tour that the production manager gave me when I visited in the Spring of this year. Perhaps someday there will be documentary done on the shop work at Today’s Collision. I’m sure that there are interesting stories about some special jobs that Today’s Collision has done for its clients. It would make for an interesting TV program.
Finally, having owned many cars since my first car, a 1965 Olds 442 convertible, I can say that Today’s Collision does the best work by the nicest people, on time, and always with perfection. Perfection is important when one has a very special car, and you people succeed in that regard.”
Sincerely,
Tim D.
Thank you for the kind words Tim!
Will Middlebrooks and Jonny Gomes had this to say about their experiences at Today’s Collision:
“When I wanted to give my truck a unique look, I turned to the reconstruction experts over at Today’s Collision. I was told this was the team that could give it some modern updates and a custom, personalized look. Basically, I was looking to trick-it out just a bit, with some understated, premium upgrades. A big thank you to the Team over at Today’s for bringing my truck to life with this makeover!” – Will Middlebrooks, Third Baseman
“My truck needed a little “curb-appeal” clean-up to get it ready for sale. A friend recommended Today’s Collision as the place to go for restoring vehicles. The Today’s crew of body techs, mechanics, painters and detailers teamed-up to revive my truck. When I got it back, it was in show-room condition! Thanks for the all-out repair blitz on my truck!” – Jonny Gomes, Outfielder
Hosted by our Malden Location, Today’s Employees attended an I-CAR Blueprinting Course on June 15, 2013. This class will give them accreditation towards gold-class certification. Congratulations Team!
Formed by the collision industry in 1979, I-CAR, the Inter-Industry …Conference on Auto Collision Repair, is a not-for-profit training organization focused on education, knowledge and solutions for the Collision Repair Inter-Industry. The primary goal of I-CAR is complete and safe repairs for the ultimate benefit of the consumer.
Mini of Peabody held its annual Poker Rally on Sunday, May 19, 2013. 54 Cars ran a route with Checkpoints at Singing Beach, Manchester; Wingaersheek Beach, Gloucester; Clammer’s Beach, Essex; Atwater Ave, Manchester and at Mini of Peabody, Route… 114.
It’s always fun to check out how each Mini Owner customizes their vehicle. One of our favorites was the eyelash headlights!
At each checkpoint along the route, drivers collected a card to make their poker hand. The winning hand was a Full House! Congratulations to the winners of our Trader Joe’s Snack Attack! Thanks for having us!
Check out our facebook page for more photos.
