April 5, 2011 — CCC Information Services on Tuesday announced the integration of its CCC ONE Total Repair Platform with the status-update services of UpdatePromise.com.
The integration allows users of the CCC ONE management system to keep their customers informed of repair progress through automatic text messages, emails or both.
“With more than 70 percent of adult cell phone customers now using text messaging, consumers expect frequent and relevant updates from service providers—whether it’s a package delivery, flight status or an update on the status of a repair,” said Jim Dickens, senior vice president of the Automotive Services Group at CCC. “Repair facilities can create an unsurpassed user and customer experience by combining the power of CCC ONE Workflow’s integrated and intuitive repair process with the information tools of UpdatePromise.com.”
Curtis Nixon, president of UpdatePromise.com, said the status updates are informative without being complicated.
“Our service communicates with repair customers consistently throughout their repair experience in an unobtrusive format,” Nixon said. “Customers prefer to be kept in the loop about the important steps in their repair; they don’t need to be drawn into all of the details.”
Nixon said UpdatePromise.com enhances communication between shop workers and customers, which makes for higher customer satisfaction scores.
“Body shops benefit from improved customer satisfaction, reduced administration costs, and increased sales as a result of the system's unrivaled communication and marketing capability,” Nixon said.
David Caulfield, founder and CEO of UpdatePromise.com, said the service would be made available to CCC customers immediately. He also said that by June, UpdatePromise.com plans to expand its user rewards program to include restaurant and retail gift cards for shops that meet promised customer and insurer deadlines. The rewards would be offered based on a points system, he said.
“We’re willing to give back to have a portion of our money go back to top users,” Caulfield said.
UpdatePromise.com offers its services to collision repair facilities, insurers and other auto-service operations throughout North America. Click here for a FenderBender feature on the company.
CCC Information Services provides software, workflow tools and enabling technologies to more than 350 insurance companies and 20,000 repair facilities.
