Damage repair starts in the glove compartment
Car companies are earning less from the sale of new cars. Along with the rise of low-maintenance electric vehicles, this requires a shift in emphasis. Within the dealer holding, the importance of the body shop wins out. But how do you ensure that customers who buy their car from you also have it repaired under your roof?
Leakage is something every dealer holding company faces. We don't mean a bad roof or dripping radiator, what we're talking about are regular customers who look elsewhere in the event of damage to their car. The insurer often sends them to a body shop in their network. But what can also happen is that the car dealer does not properly refer them to its own repair companies within the holding. Dealerships miss out on too many opportunities. A solid process for accepting and processing claims can be a good first step to remedying the leak. Start monitoring the leakage immediately: get a good picture of how significant the leakage is and what progress you are making.
Time consuming
Experience shows that accepting a damage easily costs a dealership twenty minutes. Valuable time for the already busy (front desk) staff, which means that claims handling is not 'top-of-mind'. It is also a time-consuming process for the customer. Damage is annoying enough, and they'd like their car repaired sooner rather than later. Overall, it is easier – and given the paperwork almost more customer-friendly – to quickly refer the customer with car damage to a body shop nearby.
Damage repair as a buoy
The 'trickling away' of customers with car damage to body shops outside the holding is an industry-wide challenge. All the more because damage repair is an increasingly important source of income for car companies. The margin on the sale of new cars has decreased over the years, and at the same time, maintenance revenues are slowly coming under pressure. After all, the low-maintenance electric car is becoming increasingly common on the road. According to the RVO (Netherlands Enterprise Agency), these days one in four newly sold cars is an electric model.
Analysis
Dealing with this trickling away starts with a thorough analysis. What are the numbers? And are there differences per channel or branch? If one dealership within the holding scores significantly better than the other, a first 'quick fix' is already within reach. What does that business do that is so much better? And how can we copy that? Based on the trickling away analysis, the holding can set targets; concrete tools for a higher turnover from damage repair.
Glove compartment
More roads lead to achieving the set goals. In any case, offer the driver the opportunity to digitally report the damage himself. Preferably via the website of his own dealership; the place where he probably reports it first. The message: 'Damage? Follow this link and have everything arranged quickly'. It takes little extra effort to also put this address with the car's documentation. Because what's the first thing you open in case of damage? Your smartphone and the glove compartment. You significantly reduce the chance of customer leakage if the customer can immediately see what to do in case of a dent or deep scratch. And at the same time, it is really customer-friendly.
Openclaims
Openclaims offers a solution that allows customers to easily digitalize and optimize their claims or repair process to get the most out the existing network. We are happy to help your company on its way. For more information, please contact us!