In the competitive collision repair landscape, shop owners and their teams must find ways to increase efficiency and strengthen relationships with insurance carriers and fleet companies to drive stronger relationships and increase margins.
Leading collision shops and insurance carriers agree that three key factors drive business success: retention, customer satisfaction and uncompromised quality.
Retention is paramount for long-term success.
Maintaining solid relationships with insurance carriers and commercial customers is a key strategy for growth and sustainability. The cost of acquiring new business partners and new customers far outweighs the cost of sustained retention. Understanding the processes and measurements of each carrier and fleet customer and consistently delivering accurate estimates and high-quality repairs directly contributes to retention efforts, ultimately bringing in more work.
Building a reputation for reliability and precision takes engagement from every team member. When done well, it can lead to long-term partnerships with insurance carriers and commercial customers alike. It also brings independent customers back the next time they need collision repair services.
When the customer is happy, the carrier and fleet company are happy.
Building and submitting thorough estimates and blueprints with minimal supplements improves ratios, key-to-key time, carrier and customer perceptions, and profitability. They also contribute to customer satisfaction and positively impact the carrier's retention goals and the commercial customers' business needs.
Transparency and communication play a crucial role in reducing friction for all parties involved. Open dialogue and reporting about estimates, blueprints, repair processes and timing can help align expectations and build trust, fostering stronger relationships and smoother operations.
Leveraging technology and digital tools can significantly enhance the efficiency and reliability of the estimate submission process. At ProColor Collision, franchisees receive training and ongoing support through every step of the collision repair process. Timely, quality work and accurate reporting are part of the processes in place to help franchisees grow their businesses and their relationships with carriers and customers alike.
This effort streamlines operations and strengthens relationships with carriers and customers while demonstrating a commitment to innovation and efficiency in the collision repair industry.
Getting work is only the first step. Retaining it, especially with commercial customers and insurance carriers, is an important key to success. ProColor Collision provides resources and carrier relationships to help shop owners grow their business, increase their margins, and foster stronger, more collaborative relationships with insurance carriers and commercial and independent customers.
Scott Bridges is the senior vice president for Fix Network U.S., the leading global automotive after-market services network which includes ProColor Collision. The family of brands spans more than 2,000 points of service internationally. In the United States, Mondofix, Inc. has granted an exclusive license to 79411 USA LLC to the FIX AUTO brand.
