With damage, the work starts by asking questions.
Before you can say anything about repair or cost, you need to know what happened, who is liable and which insurer is involved. Collecting that information takes half an hour on the phone, and usually happens at the busiest moment of the day.
A customer who has just had an accident does not know what to do either.
Someone calls after a collision. He is shaken, does not know whether to call the insurer or the garage first, and has no idea which details are needed. Your front desk becomes first aid, and that costs time you do not have.
What is needed is the same every time: registration, what happened, photos of the damage, the insurer, the policy number and whether there is another party. Without those six you can plan nothing and estimate nothing.
A customer who is helped well on the first day almost always ends up at that garage for the repair.
- The car is there without anyone knowing who is paying.
- The estimate waits on photos that are not there.
- A customer kept waiting drives on to a bodyshop chain.
What the system does.
The six things you need, collected before the car drives in.
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01
Calm first, then data
The first question is whether everyone is unhurt and whether the car still drives. That decides whether a recovery truck is needed or an appointment will do.
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02
Registration and vehicle
The registration provides make, model and year. That is the basis for every estimate that follows.
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03
Photos in the conversation
The customer sends photos of the damage, the whole vehicle and the mileage. Over WhatsApp that is, for most people, the easiest step in the entire process.
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04
Insurance and liability
Which insurer, which policy number, who was liable and has an accident form been filled in. Exactly the questions a customer does not think of himself.
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05
An appointment or a referral
If the car still drives, a moment is booked to look at it. If it does not, it goes straight to a person.
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06
The file is ready
When the car comes in, everything is already there. You do not have to start asking questions again.
A conversation that comes out of this.
An example, not a recording of a customer. You set the tone yourself, this one is ours.
The first day decides where the car gets repaired.
You are there while it happens
Whoever responds within ten minutes after a collision is the garage that customer goes to. In the evenings and at weekends too.
No estimate without photos
The images come in at the moment the customer is already dealing with it, not three days later.
Less digging at the front desk
The half hour of asking questions is already done before the car pulls up.
A complete file
Insurer, policy, liability and images are all together. That saves hassle with the assessor.
Not a loose little helper.
Damage is the workflow with the most scattered data. That is exactly why it belongs in a system that keeps the conversation, the photos and the appointment together.
- CaptureAlso in the evenings and at weekends, which is when damage happens.
- UnderstandVehicle, circumstances, liability and insurer.
- ActCollect photos, make an appointment or hand over to a person.
- Courtesy carArranges replacement transport, often through the insurer.
- Parts enquiriesFinds out whether the required parts are available.
- Workshop schedulingSchedules the assessment and later the repair itself.
What this agent does not do.
- He does not produce an estimate and names no repair amount.
- He does not judge liability and makes no statement about cover.
- He does not report the damage to an insurer.
- With injuries or a car that no longer drives, it goes straight to a person.
The first ten minutes after a collision.
Twenty minutes on your own numbers. We show what this workflow would do at your place, or why you are better off starting with another one.
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