GT Motive highlights the following pillars in the body shop: online processing of repair status and connection to the insurance company, mobile devices (tablets and smartphones), cloud-based estimating solutions, an image manager, social networks and online reputation.
In the framework of the innovation workshop at the “Innotaller 2013” conference promoted by the Gremio de Talleres de Barcelona, GT Motive presented the pillars of management in the body shop of the future.
The decline in body shop repair orders in 2010–2012 was 39%, with a total of 6.2 million orders in 2012, increasing turnover to 6.8 million euros. Of these orders, 92% are placed for insurance companies.
There is no doubt that as soon as we emerge from these years of recession and economic activity recovers, claim frequency will increase significantly.
Anticipating this situation, GT Motive envisions a totally different approach to automobile repair management, one that not only involves new processes and technology, but more importantly, represents a conceptual change—“Collaboration”—based on current Insurance Company/Claims Adjuster relationships, but giving the Policyholder and the Body Shop a much larger role.
The Body Shop, because that’s where the average cost is actually generated; it’s where decisions are made about whether to repair or replace a part, the repair methods to apply, the type of replacement part, the type and quantity of “small materials” to be used… On the other hand, the Body Shop is where the Policyholder receives the service requested of the Insurance Company, proper reception of the vehicle, the quality of the repair, fulfilment of the delivery date, proactive information about repair status… all these factors, in the end, are what generate Customer Satisfaction.
With this future outlook, the body shop should support these pillars in order to be competitive in this new scenario:
1. Online management of repair status: speed, efficiency, convenience and flexibility.
2. Connection to the policyholder: direct access to assignments, sharing damage estimates, adaptable to any type of workflow, etc.
3. Mobile devices: sharing information from repair orders, updates, generating tasks with mobile devices, etc.
4. Cloud-based estimating solution: constant updating, maximum accuracy, security and integration with the company’s systems.
5. Image manager (fastphoto): Solutions that save time and promote accuracy, error reduction and more complete case files.
6. Social networks: to improve collaboration among all the players in the management process and to increase productivity.
7. Enhancing the online reputation: to have platforms capable of managing relationships with customers and prospective customers; their opinions will carry weight when it comes to receiving orders from insurance companies.