Customer Relationship Management (CRM)
Benefits to the Carrier
Background
An 18-year history of supplying automotive managed care to prestigious
Fortune 500 companies and consumers with the capability to deliver
a level of customer service superior to anything available in
the marketplace today.
An Internet based Auto Physical Damage Claims Management System
has been built and deployed for the insurance industry that affords
carriers with an unprecedented e-commerce discriminator.
Let's look at how you can Build Customer Loyalty, Lower Operating
Expenses and Increase Premium Growth.
The Problem
In an era of rapidly increasing numbers of competitors, an explosion
of new technologies, a multitude of new distribution channels
and industry consolidation, “Customer
Loyalty Isn't Everything, It's the Only Thing!"
It costs four to seven times more to replace a current customer
than it does to keep one. A loyal customer is worth over $100,000
over a lifetime.
Retention translates into lower marketing costs, increased revenue,
more referrals and more importantly improved performance for your
company and the building of shareholder value.
What Do Customers Want At Their Time of Need?
- Damage Repairs Completed “Yesterday”
- No Hassles
- Little, if any, Involvement with Body Shop Personnel
- Immediate and Convenient Access to Information about Repairs
- Highest quality Standards of Work
- Real, Meaningful Warranties
- Bottom Line - Insurance Company to Assure the Customer that
they will Expeditiously Handle the entire Process
The Solution
Dramatically Improve Customer Loyalty - turn a traumatic event,
an automobile accident, a time when your customer needs you the
most, into an opportunity to take the customer by the hand and
create a pro-active, lifelong relationship.
The driversshield.com Internet based Claims Management System
provides a unique level of customer service beyond what is available
in the industry today.
Benefits for the Customer
At the time a first notice of accident is reported to your company’s
Claims representative, the driversshield.com claims Management
System will provide a seamless capability to:
Immediately assure your customer that your company will manage
the process.
Make a convenient repair appointment on-line, in real time anywhere
in the country.
Deliver the highest quality collision repairs through the driversshield.com
national network.
Provide a free Lifetime Warranty on damage repairs good anywhere
in the U.S.
Supply customer with a free membership in the nationally acclaimed
driversshield.com Auto Discounts and Services Program.
Provide immediate, easy access to information on the progress
of the vehicle’s repair.
Schedule a vehicle pickup for the customer when necessary and
set up a replacement vehicle.
Place the customer back in the repaired vehicle significantly
faster than industry averages.
Complete Wireless Web Communication to field personnel, customers
and superiors.
Notify the customer as to exactly when to pick up the vehicle.
Provide detailed information on the acceptance process to assure
100% satisfaction.
Immediately process satisfaction surveys gathered from the customer
as necessary.
All transaction processing is secured and all transaction data
is hosted in a vaulted environment.
Benefits to the Carrier - Increase
Premium Growth
Turn an accident into an opportunity to increase premium value
by offering additional products and services on a site designed
for your company.
Our solution allows your customers to log on to the driversshield.com
Website 24 hours a day, 7 days a week and link to your company's
site for detailed vehicle repair status.
Loyal customers will remain customers. Keep them for life and
as their insurance needs grow, they will grow with you.
Benefits to the Carrier - Lower
Operating Expenses
There are absolutely no changes to your company’s legacy
systems or application programs.
Training of your personnel can be accomplished in as little as
four hours.
No changes are required in your normal operational workflow or
processes.
The Vendor Network places the customer back in the repaired vehicle
between two days faster for the average repair, to nine days for
extreme damage.
Estimate Audit Technology that assures the fairest, lowest possible
appraised damage amounts.
Telephone calls and administrative time between your claims personnel
and repair facilities or customers, is reduced from the industry
average of 12 to three, or from 1¼ hours to 20 minutes.
Accounting/Administrative financial functions are reduced by over
95% by batching policy payouts for repairs and use of electronic
funds transfer.
Significant reduction in staff and Independent Appraiser requirements
through use of the Vendor Network.
Loss
Ratio Reduction Analysis
Typical Example of Reduction per 1,000 Vehicles Repaired by driversshield.com
using Year 2000 Average Damage Amount of $2,500.
| Indemnity Reduction through Audit Technology (5%) |
$125,000 |
Rental Car Payment Reduction
(70% @ $26 avg./day
x 3 days) |
$55,000 |
Reduction in Telephone/Admin. Person Hours
(Burdened at $18
per hour) |
$18,000 |
Financial/Administrative Reduction
(@ $24/check replaced
by weekly EFT) |
$24,000 |
| Reduction of Appraiser Costs |
$125,000 |
| Total Reduction |
$347,000 |
Carrier - Further Strengthen
Customer Loyalty
Should your company wish, offer all current and new policyholders
an Auto Managed Care advantage through a free membership in the
driversshield.com Auto Discounts and Services Program, instead
of only after an accident.
The program is sold on popular retail web-sites, such as Priceline.com
as well as through major institutions, such as Providian Financial,
Assurant Group (Fortis) and Protective Life.
Establish an Internet Portal to acquire new business and increase
market share by adding a powerful competitive weapon to your company’s
arsenal.
Interact with your customer, beyond the time a premium is paid
or a new customer is acquired by taking advantage of the capabilities
afforded by this program.
A web-site will be made available for your policyholders to explore
the full range of value this Managed Care Program provides.
Additional Capabilities
The driversshield.com Claims Management System provides the following
additional services when requested by Insurance Companies:
- First reports (notice) for all lines of P & C insurance.
- Damage appraisal using a revolutionary breakthrough in digital
imaging technology to significantly reduce LAE.
- Subrogation, executed with guaranteed recovery rates.
- Total loss and salvage are part of the driversshield.com capability
matrix.
- SIU functions through our tie-ins to the major insurance,
medical and motor vehicle databases.
- Bodily injury and PIP claims can be settled through our National
Centers.
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