CCC Information Services has announced the availability of CCC ONE UpdatePlus CSI, an integrated option within the company’s consumer communications offering that allows repairers to send satisfaction surveys to customers within two days of their completed repair.
The surveys, which can be sent via email or text based on the customers’ preference, represent a continuation of the dialogue shops can now have with customers throughout the repair process when using CCC ONE UpdatePlus Status.
The surveys also include instant alerts back to the shop when a response indicates a level of dissatisfaction as well as configurable reporting, both available at a low fixed monthly subscription to help reduce the cost of traditional solutions. CCC ONE UpdatePlus is powered by UpdatePromise, for which CCC became the exclusive reseller earlier this year.
“The UpdatePlus CSI solution is a natural extension of the tools CCC currently provides to repairers and insurance carriers to help them keep connected with their customers throughout the repair process and deliver a better customer experience,” said Joe Allen, SVP, Automotive Services Group, CCC Information Services. “This new offering builds upon CCC’s focus of developing and delivering tools that provide a ‘win-win’ for our customers and the end consumer.”
CCC ONE UpdatePlus CSI provides two types of branded surveys: one for shops to use with consumers that comes with a standard set of questions, and another for insurance carriers to use in their DRP relationships. Both offer configurable reports to provide automated and timely measurement of customer satisfaction with the repair process. Both can be issued within two days of completion of the repair, enabling effective customer service recovery.
“Extending the functionality of UpdatePlus Status to include CSI will further help repairers deliver an optimal customer experience by providing them with a complete solution to efficiently meet the service expectations of today’s sophisticated consumer,” said Curtis Nixon, president of UpdatePromise.com.