Process #2: Plan and Organize The Repair Process.
Remember our objective is to be “The Repair Provider of Choice,” in our region. In order for us to accomplish our goal the first and most critical aspect is to write a complete and accurate repair plan each and every time!!!
Part of this process is at the car with the customer. We must set the stage for this process, is the customer clear on exactly what we will be doing, do they have an understanding of blend panels, chips and prior damage associated to these panels and also what to expect with bumper color etc? Have you explained the parts selection process associated to the specific insurer we are using? All of this is established at the vehicle when the advisor does the check in, it is critical to our success that all vehicles are checked in by a service advisor.
Again, this is where we show the customer that we are the doctors, that we have good bed side manner and show that we understand their situation and will make this a smooth and easy process. They are in good hands at our facility as would be their friends and family. We want “Customers for Life.”
In every repair you do, you are the expert, it is up to you to anticipate the challenges that each and every repair may have and work with your associates to come up with the best game plan to overcome these issues. Plan ahead and you will always be the better for it.
- The Service Advisor will check in all vehicles with the customer. As mentioned above make sure you go over all concerns, yours and the customers at the vehicle. Take the customer to the vehicle making sure that the customers’ expectations for the facility and the insurance company are clear to you and the customer. Be sure to ask them if they have any other questions.
- Review damage photos and complete the preliminary mapping of the vehicle. Accident related damage and the prior damage mapping. Green posca for accident related red for prior damage.
- Make sure we have all vehicle information, Vin decoder if possible, customers authorizations, and prior damage form and photos taken at the vehicle, do you have technology that allows for this information to go directly into your shops management system.
- Go over all of the accident related damage and explain exactly what we will be doing to repair their vehicle back to pre-loss. Let them know this may change after disassembly. For example, all scenarios initially are best case, this may change.
- Help customer to remove all valuables from vehicle, Document authorization. Make sure garage door opener sunglasses cash etc. are removed.
- Going back into office make sure all pertinent DRP paperwork is filled out; make sure customer understands their responsibility, deductible amount and payment options.
- Service advisor thanks customer for their business and ask them if they have any other questions. You have also confirmed best time to call them with complete estimate, estimate of repairs and completion date. Shake their hand, look them in the eye and let them know you will be there for them
- Service Advisor will review the DRP assignment for damage, pay codes and guidelines for the estimate.
- Pre-diagnose all suspension and mechanical damage, whenever possible repair suspension damage as soon as possible.
- Prepare a preliminary estimate prior to disassembly; give to disassembly team with vehicle. Express repairs would be exempt.
- All vehicles dropped off should have estimate written within 2 hours of drop off.
- Before moving into shop, tag keys, mark windshield, put QC sheet and preliminary estimate in the vehicle.
- Map vehicle completely labeling disassembly instructions. R&I, etc.
- Do Pre-Scan before vehicle is dis-assembled.
- All vehicles are to be completely disassembled including blend panels.
- Prepare a complete final estimate reflecting DRP guidelines and OEM specifications.
- Use most effective alternative parts when possible, apply repair versus replace whenever possible!!!
- Make sure you are DRP compliant, CAPA, NWCPP, NSF, did you run real steel, or parts traders whatever is required???
- All parts are to be organized by Cart Procedures, be sure to take supplement part pictures and then organize parts cart correctly.
- All nuts and bolts to be labeled and organized.
- Make sure you take supplemental pictures of vehicle damage as well, see our disassembly procedures.
- The estimate should explain all reasoning to your repair thought process. Pictures and estimate notes should be present whenever there could be a questionable issue, they should always explain why you made these decisions.
- Plastic repair, nitrogen welders should be used in the repair thought process. What will be the least intrusive repair process, many times a panel repair even extensive is much less intrusive than a panel replacement.
- All welded panels or structural repairs must have All-data repair procedures or the appropriate OEM or management system repair process printed, in the file and at the vehicle.
- Utilize proper billing procedures for all nut bolts and AM products.
- Use any scrubbing software that you have available prior to locking any estimate, APU, real Steel etc.
- Review all estimates with your team members, disassembly team, technician’s body and paint, fellow estimators. Remember the goal here is to have the most accurate and complete estimate the first time each and every time.
The last thing a desk reviewer for and insurance company wants to do is pick up the phone and question an estimate. They have 60 estimates a day to go through. You should know what the hot buttons are for every DRP you work with, comply with this and then make sure any questionable items are completely explained in notes and pictures.
- You as the Service Advisor will now contact the customer at the agreed upon time.
- Contact the customer by preferred method, review the estimate thoroughly making sure the customer is clear on the parts that will be used and the repairs that will be done.
- Inform them of any additional cost, betterment, depreciation. Remember you can be a hero with the use of betterment, does this insures allow betterment?
- Give customer promise date and agree on method and frequency of communication.
- Document the customer’s acceptance of repair methods, parts decisions and put in your management system and DRP agreed upon documentation, document, document, and document. Note name, number called, time and agreed upon dollar amount.
- Lock and upload all DRP estimates with photos and proper documentation. Drivable same day non-drives within 24 hours, any deviation from these procedures contact insurer letting them know the reason for delay and expected timeline to complete estimate.
VDA Estimates’ VDA (Vehicle Damage Assesment)
These are vehicles that were scheduled in for vehicle inspections and parts orders and estimates have been pre-written.
Once the above procedures have been met and it is time to bring vehicle into facility this is the procedure.
- Vehicle brought into Assessment bay.
- Vehicle is pre-scanned.
- Pre-ordered parts are brought to the vehicle.
- Parts are mirrored matched.
- Vehicle is mapped for dis-assembly and repair. and is ready to be put into production.
- These VDA vehicles are scheduled to be released into production on day of arrival.
- Vehicle delivered to technician for repair, parts delivered and checked, estimate reviewed and approved, customer expectations gone over.
- Technician is required to do complete tear down prior to beginning any repairs.
- Estimator to return to vehicle within one hour, determine if any damage was missed or any parts broken during dis-assembly.
- Give technician final instructions and technician will take car to paint ready, Filler primer cured using IR, roll prime.
- Estimator adjust and locks estimate.
How do we rate our Success?
- Net promoter Score top 20%, 86% or better
- Cycle time Top 20%, 7 days or less ERAC Goal 5 day or less.
- Delivered on Time Top 20%, 94% or better, Goal 98%
- Return rate Top 20%, 7% or less, goal 2%