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Letter to the Editor
Thursday July 17
ADP and CSI Complete Announce Customer Satisfaction Collaboration
ADP Claims Services Group and CSi Complete have announced a collaborative effort to integrate CSi Complete research on collision repair satisfaction and other critical repair cycle metrics into ADP Dispatch, a web-based claims management application that streamlines scheduling of appraisal resources on claims.The research will be a Key Performance Metrics module in ADP’s web-based claims management application. The module will enable insurance carriers to efficiently identify repair facilities to ensure the highest possible levels of service and satisfaction for each individual assignment.
These metrics, including the CSi Complete research results, will be available to individual repair facilities so they understand and can improve the performance criteria on which their insurance customers make business decisions.
“This is a collaborative effort which leverages and combines the open architecture of our claims management platform and tool set and CSi Complete’s core competency of surveying the customer experience,” said Stephen Applebaum, ADP vice president of claims workflow services. “It’s an important addition to our suite of offerings and strengthens our ability to rapidly and efficiently connect trading partners and integrate and deliver the information required to make smart business decisions across the entire claims community.”
Both companies will continue to offer their respective products and services independently and together based on customer requirements. Customers of both companies include insurance companies and collision repair facilities that need to measure policyholder and customer satisfaction. These measurements will be available both electronically and via the Internet.
“We share similar philosophies and have similar visions of where the industry is going, so this work makes sense on a lot of levels,” said John Webb, CSi Complete vice president of marketing.
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