Allstate is requiring its Good Hands Network shops to "deliver priority service to [the] mutual customer" by working to reduce cycle time and guaranteeing vehicle delivery dates, among other requirements. A video featuring Tracy Tramm, Allstate Claim Service Manager for the Good Hands Repair Network, summarizes the requirements, which were previously outlined in a series of cycle time Web conferences focused on the insurer’s 2011 customer service initiatives.
"Reducing cycle time is a key component for increasing customer satisfaction for both Allstate and your facility," Tramm said in the video.
The four key network process changes, as outlined by Tramm in the video, are as follows:
• "Priority service" will be given to Allstate customers having their vehicles repaired at Good Hands Network shops.
• Estimates must be uploaded and completed within 24 hours of receipt of the vehicle.
• The facility will be required to commit to a guaranteed completion date for all vehicles repaired under the network program. "Your shop will be responsible for any and all costs caused by a failure to meet the guaranteed completion date," Tramm noted.
• At the customer’s "reasonable request," shops will provide extended hours of operation.
"These changes are aligned with Allstate’s commitment to keep the customer at the center of all we do and are intended to positively impact both customer service and cycle time," Tramm said. " Compliance with these items remains a core requirement for your participation in Allstate’s direct repair program."
More information:
Watch the video
