Improving Insurer Scorecards
Liberty Mutual Insurance and its affiliate, Safeco, both announced this fall the switch from independent scorecard production for their direct repair networks to publishing the data through CCC One Scorecard. The goal, the companies said at the time, is to improve communication between insurers and shops, and give everyone involved in the repair process increased access to performance metrics.
Other insurers haven’t jumped on board yet, but for the shops in the Liberty and Safeco networks, it’s already a game changer. Kerry Woodson, owner of CARSTAR Jungerman in St. Peters, Mo., receives 12 percent of his overall work mix through the Liberty Mutual Guaranteed Repair Network and another 12 percent from SafeCo’s DRP. He began using the system in October, shortly before the announcement, and says the CCC One Scorecard has in fact helped him better monitor performance.
“I can manage my business proactively rather than reactively,” Woodson says. “It’s more current. Before, we wouldn’t get any type of information until the end of the month or already into the next month, which makes it hard to fix anything. This gives us access to live-time reporting. With this, I can boost my numbers throughout the month.”
Prior to using CCC Scorecard, Woodson used performance claims to monitor his scores. Even though it’s not required yet from other insurers, Woodson now uses the CCC One Scorecard to get results from Esurance and Farmers because it’s allowed him to be more streamlined.
According to Carlos Navarro, vice president of industry relations for the automotive service group at CCC, the company has been developing this system for several years. The idea behind it was for the staff of a shop to have the same capability as an insurer using the same system. This was done so that when a representative from a shop met with a member of the insurance agency, there would be no surprises.
The scorecards allow insurers that utilize the CCC One package to go in and select the performance metrics they want their DRP shops to monitor. Once the KPIs are selected, they are inputted into the system and the staff of a shop or an insurer can go in and monitor how a shop is performing according to each metric.
Frankie Quadrato, director of insurance for California-based MSO Cook’s Collision, says that he’s able to check each of his 38 locations on one screen through CCC One Scorecard. Quadrato is not a part of Liberty Mutual’s Guaranteed Repair Network, and his shops are not required to use the CCC One Scorecard by any of their DRPs. He uses it by choice because of its efficiency, and he says that he wouldn’t be surprised if more insurers initiate a mandate for this type of real-time reporting in the next few months. This type of system for publishing KPIs could become the norm, he says, because of the benefits the program brings.
“The thing I like the most is that I’m able to check everyday. I can check where I rank in my market area compared to other SafeCo shops.”
- Kerry Woodson, owner, Jungerman CARSTAR
Quadrato says that using CCC One Scorecard has made him feel more prepared when he meets with insurers. Patty Denny, co-owner of three Fix Auto locations in Washington, agrees and adds that the scorecards open up communication. Denny, like Quadrato, uses CCC One Scorecard by choice and is not required by her DRP programs.
A Holistic Approach
The mindset in the industry is that the customer experience now involves everyone, Navarro says. He adds that one of the major reasons that the company decided to make the scorecards was to give everyone—from shop owners to insurers—the same information.
“Having everyone pay attention to customer service has a huge impact on how people see your business,” Navarro says. “The reports can give shops all of the data they need to measure this, and users love it.”
The fact that everyone involved in the repair process—from estimator to insurance representative—can see how a particular shop is performing is something that Quadrato says has helped the Cook’s Collision facilities that he monitors to improve.
From customer service to cycle time, the CCC One Scorecard is able to generate reports at anytime compared to other reports that are only issued once per month, Woodson explains.
“The thing I like the most is that I’m able to check everyday,” Woodson says. “I can check where I rank in my market area compared to other SafeCo shops.”
Quadrato also likes that about CCC One Scorecard and says that he’s in the system “all of the time.”
Users can also compare results from the last time it was generated, which helps highlight whether or not a shop makes progress. By increasing the amount of information and access, Navarro says that shops are able to perform better in their DRP programs.
One reason that Quadrato chooses to use the CCC One Scorecard is the fact that he can go in and see exactly where each of his shops rank. If a shop is not performing as well, the staff from that shop will go to a training department where they will be trained in the area that needs to be improved.
Quadrato says that the better his score is, the more work he gets from his insurance company, which he can credit back to the scorecards helping improve his performance. Denny doesn’t think that using the scorecards has gotten her more work from insurers, but she does say that it’s allowed her to measure areas that her shop needs to focus on more.