Consumers demand experiences they can control and, in most instances today, that means mobile self-service.
Data from CCC Information Services’ annual aggregated report, Crash Course, suggests that the same holds true for drivers when interacting with the automotive insurance and collision repair industries. Last year alone there was a 6% increase in the number of drivers choosing self-guided vehicle inspections over staff appraisals, according to CCC. And now when offered the opportunity to schedule a repair online, vehicle owners are proven more likely to show up for the scheduled appointment. OEMs are jumping on board too with safety leader Volvo starting to equip drivers with an app that guides them through the necessary steps to complete after an accident occurs.
This mobile self-service model reduces confusion and uncertainty related to an accident, speeding the claim and repair process. And, most importantly, it helps drivers regain control after an accident.
This means everyone from claims processors to repair shops need to rethink customer service to compete. Read the Crash Course report by clicking here.
CCC, together with its affiliates, provides cross-industry solutions to support the vehicle lifecycle. Founded in 1980, CCC's solutions and big data insights are delivered through the CCC ONE™ platform to a vibrant network of 350+ insurance companies, 24,000+ repair facilities, OEMs, hundreds of parts suppliers, and dozens of third-party data and service providers. Annually, over 24 million estimates and 16 million repairs are processed on CCC’s products and services, and CCC also provides access to car-related services for millions of consumers via carwise.com. Additionally, Auto Injury Solutions Inc. – a CCC company – provides customizable, end-to-end, casualty solutions to auto insurers for the handling of first and third-party claims. The collective set of CCC’s solutions inform decision-making, enhance productivity, and help customers deliver faster and better experiences for end consumers. Learn more about CCC at cccis.com.