Sales standard operating procedures

The customer’s perception of the insurance company is based on the service that he/she receives from the repair facility which the insurance company recommended. We leave nothing to chance and have developed extensive internal programs for our front office.

Our staff is required to complete a series of training and testing to ensure that they fully understand our procedures and are accountable for their performance.

Our training, based on direct feedback from our customers, is under steady development. We obtain this feedback through responses to our customer survey (CSI). The information received from the survey is then recorded and the results are revised weekly to determine how we can continue to meet and exceed our customer’s needs.

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INSURANCE SOPs

We understand that the number one frustration for Network Repair Program coordinators is the inability of collision repairers to consistently follow their procedures, especially when there is turnover at the repair facility or the primary estimator is on vacation.

We depend on the Network Repair Programs to provide us with the volume necessary to sustain our value-added model. Relying on insurance companies to be a part of our marketing plan provides us with the incentive to act as an extension of the claims office.

Through DuPont Performance Services, we have obtained software in order to document the requirements of Network Repair Programs. This software enables us to create, customize and implement the training and online testing necessary to diligently apply DRP claims processing and cost control procedures. In addition, it allows us to provide timely and efficient service to both our customers and the insurance company.