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FIX AUTO SERVICES

CALL CENTER

The Fix Auto Solution for Contact Management

Fix Auto has taken call center services and technology to new heights. By combining a dedicated team with cutting-edge technology, Fix Auto’s Call Center is the solution for collision repair industry contact management systems. With warm transfer, a single point-of-contact, and increased DRP assignment capture, Fix Auto is able to balance workloads and relieve stress in the collision repair shop’s front office through the 24/7 Call Center.

Fix Auto has developed tools to increase a shop’s DRP capture ratios. The Fix Auto call center is able to receive DRP assignments directly from an insurance company or information provider and schedule shop inspection appointments via the Internet in real-time. Fix Auto has developed a methodology that results in increases of up to 30% in DRP assignments converted to estimates. The secret is a disciplined process not influenced by the uncertainty and inconsistent environment of the body shop front office.

A centralized Call Center serves as a single point-of- contact for a collision repair center. Special Web enabled systems have been developed to streamline operations and access the repair order and claim files simultaneously. Through a central service organization, Fix Auto Call Center attendants are able to answer customer, insurance company or rental car status questions.

The Call Center also receives inbound calls from customers through a national 1-800-INFO-FIX line.

The Benefits of the Call Center

24/7 Call Center agents
The shop provides 24-hour service without increasing employee overhead or benefits.

Improved DRP capture ratio
Appointments scheduled through Web-calendars increase DRP capture ratios, delivering more cars to preferred locations.

Increased customer satisfaction
By surveying and benchmarking results, Fix Auto makes it possible to measurably improve customer satisfaction, thus leading to greater policyholder retention. Collision repair shops benefit from early warning to improve their chances of resolving customer issues.

Real-time on-line access
Current work inventory, vehicle status and claim files can be accessed in real-time via the Internet.