Effective communication is imperative in maintaining an efficient accident management process, but manufacturers often find poor communication near the top of their pain points for accident management.
Without a clear process for quickly and accurately gathering information from the first point of contact following an incident, customers can become frustrated and potentially shop elsewhere for an incident management offering.
Mastering outbound communication is also vital for keeping customers informed throughout the process, therefore maintaining customer satisfaction.
In this blog post, we'll look at the importance of effective communication and how working with an incident management provider can help you facilitate a digital-first, streamlined incident management workflow.
The impact of efficient communication in the accident management process
Communication is a crucial component of an effective and efficient accident management process. When an accident occurs, all parties need timely and accurate information on the vehicles and parties involved.
This can include details on the extent of the damage, the location of vehicles and any other relevant information such as the vulnerability of the drivers and passengers.
A lack of efficient communication in the accident management process may result in delays for manufacturers and, therefore, customer dissatisfaction.
Partnering with a provider that knows exactly what to ask at the point of FNOL to gather as much information as possible for the entire process is crucial.
The challenges presented to manufacturers by poor communication
Poor communication across the board can result in customer dissatisfaction and the misalignment of the repair process workflow.
Without the right information, manufacturers struggle to coordinate repairs and communicate effectively with insurance providers.
Communication is the key to keeping the process on track. Poor communication can cause delays in bodyshop repair turnaround, payment delays and dissatisfied customers by not keeping them informed.
When customer dissatisfaction grows, it can impact the manufacturer's brand, harming its reputation and impacting the future influx of customers.
How incident management providers address communication concerns
Outsourcing the accident management process can greatly help manufacturers address communication concerns. Dedicated systems and processes ensure efficient communication, and real-time updates facilitate data-led decisions.
Accident management companies employ trained professionals who act as intermediaries between manufacturers, repair shops, insurance providers and other relevant bodies, facilitating the spread of necessary information to all parties.
These companies are well-equipped to address any communication concerns while keeping your customers in-brand, guaranteeing an increase in OEM parts sales.
Other benefits include access to established communication channels and technologies, relieving the stress on your team, and additional expertise and experience for your business.
One example of a communication solution is via WhatsApp, an instant messaging service where end-to-end encryption keeps data safe and offers all parties peace of mind.
A reputable incident management provider understands the accident management process, including necessary documentation, insurance policies and repair procedures, helping manufacturers navigate the complexities of incident management seamlessly.
Outsourcing the coordination of repairs and claims handling also frees up time for manufacturers to focus on their core operations.
Streamlining your incident management workflow with effective communication
Utilising an incident management company provides manufacturers with real-time communication systems that contribute to a smoother incident management workflow.
Comprehensive FNOL ensures that vital information is gathered from the initial contact, ensuring the necessary repairs are booked in with bodyshops and the customer receives a replacement vehicle that suits their requirements. Plus, the likelihood of having to request additional information is reduced, saving time in your workflow.
Effective communication also means that the transfer of vehicles is done at the customer’s convenience, and any fleets you provide vehicles to don’t feel any performance impact.
Outbound communication is another key customer retention tool to master. Keeping customers up-to-date via digital channels such as WhatsApp means they don’t have to chase information, reducing the impact on daily routines.
Incident management companies facilitate seamless communication to customers on behalf of the manufacturer, meaning they handle the incident while the manufacturer can upsell and achieve parts sales.
At Motor Assist, we offer a one-stop-shop process that takes the hassle out of incident management and supports your customer retention goals.
Handle incidents the Motor Assist way
The incident management industry has become outdated and desperately needs a new approach. That's where we come in.
With Motor Assist, you can build an incident management package that suits your exact business requirements, and we’ll also integrate with any existing processes your business has.
Our modular approach means you can benefit from the services your company needs — and forget about the rest.
Not only this, but you’ll only need one Motor Assist point of contact for every service you provide, so your customers aren’t the only ones who benefit from effective communication.
Our white-labelled service means your business can provide excellent customer service at every step of the incident management journey and, if customers driving your brand of vehicle matters to you, we’ll make that a priority.
EValuate - a golden opportunity
EValuate from Motor Assist is a unique electric vehicle test drive initiative, set up to help increase demand for EVs and support the zero-emissions (ZEV) mandate. It gives petrol, diesel and hybrid car drivers the chance to take an extended test drive in a replacement electric vehicle while their own car is repaired following an accident.
With 25% of credit hire drivers deemed a total-loss, it's a prime opportunity for them to experience the transition to an EV as they shop for a new vehicle.
