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CCC Information Services Inc. announced the launch of the Carwise Solution today, a consumer-facing offering that extends the reach of CCC’s repair status update solutions to the iPhone and web.
Carwise automatically delivers status updates to consumers from repairers whenever key repair milestones are met. CCC ONE UpdatePlus delivers status notifications via text message and e-mail. Now, the notifications can also be delivered on Carwise.com and via an app developed by CCC for the iPhone.
Industry research indicates that consumer satisfaction increases significantly when customers are kept informed of the status of their repair via push updates. CCC’s market research looked further into consumer preferences: “Our research showed that consumers want transparency into the repair process and choice in how they get that transparency,” said Pervinder Johar, chief technology officer at CCC. “Although e-mail and text are currently popular choices, consumers are increasingly looking to interactive applications for more insight. That’s one reason we built the Carwise Solution.”
In addition to enhanced status information, the Carwise app and website also provide photos of the repair in progress. And because the notifications are triggered automatically by CCC ONE Estimating events, this high-touch customer service happens with virtually no additional work on the repairer’s part.
“Frequent and timely communications with consumers help drive satisfaction, repeat business and referrals,” said Jim Dickens, senior vice president of the Automotive Services Group at CCC. “Because those communications can take time away from actual repair work, we developed CCC ONE UpdatePlus, a text and e-mail solution that happens virtually automatically. And to give consumers more choices, we developed the Carwise Solution for the web and the iPhone. The combination of CCC ONE UpdatePlus and Carwise provides a powerful customer experience throughout the repair process.”