Dec. 20, 2012—CCC Information Services Inc. this week launched a new capability within its CCC ONE UpdatePlus communications tool that allows repairers to send satisfaction surveys to customers shortly after completion of their repair.
The new tool, called CCC ONE UpdatePlus CSI, provides repairers with two types of branded satisfaction surveys—one for customers and one for insurance partners. CCC said both types of surveys can be sent to recipients two days after the repair through email or text messages.
The system also generates configurable reports for shops to measure customer satisfaction, and instantly alerts shop staff when a customer response indicates any level of dissatisfaction.
“The UpdatePlus CSI solution is a natural extension of the tools CCC currently provides to repairers and insurance carriers to help them keep connected with their customers throughout the repair process and deliver a better customer experience,” said Joe Allen, senior vice president of CCC’s Automotive Services Group. “This new offering builds upon CCC’s focus of developing and delivering tools that provide a ‘win-win’ for our customers and the end consumer.”
CCC ONE UpdatePlus is powered by UpdatePromise.com, a communications and IT provider for insurers, collision repair facilities and auto service operations throughout North America. CCC became the exclusive reseller of UpdatePlus earlier this year.
“Extending the functionality of UpdatePlus to include CSI will further help repairers deliver an optimal customer experience by providing them with a complete solution to efficiently meet the service expectations of today’s sophisticated consumer,” said Curtis Nixon, president of UpdatePromise.com.