The pair’s long-term focus is to push more messages automatically to customers, to avoid policyholders having to proactively log in online or make a call
Broker Direct and its trading subsidiary Proficient Insurance is rolling out data sharing system CAPS as its preferred data channel for its entire vehicle repairer network in a bid to improve customer care and administration.
The roll out, which started in the second week of March, follows a successful pilot conducted in January. The pilot tested that data was being exchanged correctly between the businesses and involved a small number of bodyshops.
By using CAPS, Broker Direct - a UK-based underwriting agency and wholesale broker - can automatically upload data to its system as it is keyed in by the repairer via a bodyshop’s management system, creating a seamless data transfer.
This will enable more digitised customer service because policyholders will receive automated alerts and push messages as a result of CAPS transferring data automatically when it is inputted at the bodyshop.
For example, employees will see the latest position on a repair within their system, without the need to contact repairers for information that needs to be rekeyed.
CAPS is already used by more than 1,250 of the UK’s top collision repair bodyshops and 72 work providers and suppliers.
It connects seamlessly to all the leading bodyshop management systems and third-party software platforms, with no need for additional development.
By implementing CAPS, Broker Directs aims to automate 100% of its claims traffic.
Ann Golder, operations director at Broker Direct and Proficient Insurance, said, “We are aiming to get as many repairers using the system as we can.
“We can see that CAPS starts working straight away where it is already embedded in the bodyshop management system. It’s all about having the information straight away in our system without any double keying or any actions on our part.
“The [roll out] is going well and we’re actively encouraging our network to use CAPS. We will be working with our core network to integrate with it.”
Long-term vision
The companies’ long-term focus is to push more messages automatically to customers, to avoid policyholders having to proactively log in online or make a call. Data would instead be sent to them automatically either by text or through an app.
This forms part of a wider digitisation programme that has been designed to allow customers to self-serve throughout the claims journey, with web reporting and chat capability across every platform.
Golder continued: “Our philosophy is that we will provide all of the communication options and that it is always the customer’s choice.
“We’re trying to provide choice so that the customer can choose which option is best for them.
“CAPS is very effective at ensuring up-to-date information once the claim has been made and the supplier is appointed. We want to offer a service where the customer doesn’t need to ring us because we’ve already told them the status of their vehicle repair and when it will be ready.”
East Bilney Coachworks is an existing CAPS bodyshop group that was involved in Broker Direct’s pilot.
David Baldwin, systems director at East Bilney Coachworks, said: “With CAPS, we can focus on the repair and also make sure all of the organisations involved in the process are up to speed with how things are going. It means that we get the driver back into their vehicle as quickly as possible.
“The pandemic has affected repair volumes and it’s not as easy to predict how many repairs we’ll receive and when. Efficiency is even more important.
”The less time we spend on the phone updating the work provider or customer, the more we can focus on getting the job done. CAPS helps us to do exactly that.”
CAPS also helps support GDPR compliance by ensuring high levels of data security thanks to end-to-end encryption. It connects bodyshop management systems directly to the supply chain, including parts vendors and mobility providers.
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