Digitalisation has transformed many aspects of the world around us. Even the most commonplace things have changed drastically compared to only a few years ago. Now, a wide variety of possibilities and services are available at the touch of a button. In that regard, car damage repair handling is often still an outdated, time-consuming, and disappointing process. Where drivers expect a hassle-free and a personalised solution, they are faced with lots of inconveniences instead.
This article is based on our whitepaper: ‘How digitalisation increases driver satisfaction’. It highlights the opportunities digitalisation has to offer and showcases some of the ways companies can benefit too.
Why should any business focus on customer satisfaction?
Before exploring the reasons why the repair journey should improve, we will first take a step back and analyse customer satisfaction in general.
Customer satisfaction is nothing new, as it has always been important to ensure a company’s longevity. However, before digitalisation and the spread of technology, customers had a limited capability of expressing their needs. But times have changed. Take social media, for instance, where customers have a voice. Or countless apps where customers can pick and choose what they want, when they want it, and how it will be presented.
These fast-paced developments and customer empowerment, have created fierce competition between companies to surpass each other with better services and accessible client support. In today’s world, customers have gotten used to comfortable and seamless services, and innovative solutions are constantly evolving or popping up. If not satisfied, customers will easily switch to the company that offers exactly the service they are looking for.
The statistics above show that customer service is something to take very seriously. Naturally, customer journeys require special attention from the companies that offer them, and this is no different in the car damage repair handling space.
Fleet- and claim managers can benefit tremendously if they focus more on how drivers (their customers) experience the repair journey. Because honestly - dealing with car damage today often means going through a dreadful process filled with manual activities. Drivers have to endure lots of phone calls and emails and are usually asked to give their information several times at different stages in the process. As the communication takes place through multiple channels (and usually with several contacts), a simple mistake can occur at any point. A mishap with the date and time, a typo in the Vehicle Identification Number (VIN), an inaccurate damage assessment, hidden costs or fees, you name it. All of this usually leads up to an inefficient back-and-forth between the driver, body repair shop and fleet- or claim manager, which can go on for days on end. Meanwhile, the vehicle is not getting repaired as quickly as expected, and the driver’s frustration will only keep increasing.
Of course, drivers are not the only ones affected by this laborious process. Fleet- or claim managers are in the midst of piled-up administrative work and have to spend costly time on inefficient communication. In addition, they usually have limited insights into the process. For example, they can’t track the driver’s repair journey, receive feedback, or monitor network performance. Without insights like these, it becomes difficult for fleet- or claim managers to optimise the process. When companies struggle with gaining a clear understanding of which problems their drivers are often met with, it becomes almost impossible to solve them.
Here’s where digital solutions come in - they can vastly improve the driver’s repair journey and provide valuable insights. With the help of digitalisation, it is possible to transform the previously long and complicated process into a quick and convenient one for everyone involved.
A frictionless repair journey
Digitalisation creates unique opportunities for fleet- and claim managers to cater to the specific needs of their drivers. For example, it is now perfectly possible for drivers to schedule their repair within a day after reporting their damage; at a date that suits their schedule; at a qualified repairer in their direct vicinity; without having to waste time on phone calls, emails, and in many cases even driving back and forth for a physical inspection.
At Fixico, drivers are presented with a personalised solution to manage their car damage from start to finish. In the meantime, companies get a full overview of the repair process. By collecting and using historical data, all general vehicle and driver info is already pre-filled in the system, and any additional information will be put in and sent to the right stakeholders immediately. Drivers are empowered to have more control during the process. They can select additional services such as a pick-up and return, or replacement vehicle, can choose the location of a body repair shop that is most suitable for them, and plan the repair on a date that best fits their schedule.
Digitally enhanced service
Without doubt, digitalisation greatly enhances service, but it can’t take over completely. Managing car damage repairs still requires human oversight, with the help of digitalisation, fleet- or claim managers can be better equipped to detect and resolve any issue that might arise during the repair. Take the traditional scenario; for example, where quite often, drivers are not kept up-to-date on the status of their repair. While one of the most important factors in customer satisfaction is keeping the customer informed. Research has shown that a customer who receives their repaired vehicle a day late but was kept informed, will be more satisfied than a customer who received their vehicle on time but was not informed. By handling the repair digitally, fleet- or claim managers can have full control during the process, while drivers are sent real-time updates through any channel they prefer - text messages, in-app notifications, or emails.
By streamlining the communication between the driver, body repair shop, and fleet-or claim manager, the driver’s satisfaction and loyalty to the company will steadily increase. Fleet- and claim managers that have access to a real-time overview of every repair, can better provide service and work far more efficient. At Fixico, we’ve seen both driver satisfaction and operational efficiency increase significantly after companies had implemented a fully digital repair journey.