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Letter to the Editor
Wednesday September 19
ICBC Renews Customer Satisfaction Agreement with Mitchell International
Mitchell International, a provider of performance management solutions to the automotive insurance claims and collision repair industries, has renewed its agreement with Insurance Corporation of British Columbia (ICBC) for customer satisfaction indexing (CSI) services to be provided by AutocheX, Mitchell’s voice-of-the-customer performance management group.AutocheX has managed the customer satisfaction program for ICBC’s accredited c.a.r. shop Valet program since 2004. The new agreement extends through 2011 and includes voice-to-voice customer contact, problem recognition and notification, and detailed management reporting. As part of the agreement, Mitchell also worked with ICBC to migrate the AutocheX customer satisfaction data to Mitchell’s Canadian-based data processing and reporting center. Collision repair shops that participate in the ICBC c.a.r. shop Valet program started accessing their customer satisfaction data on the new Canadian-based Web site on September 1, 2007.
“Through the joint efforts of ICBC, Mitchell San Diego, and Mitchell Canada, the AutocheX application is up and running at the Canadian processing and storage center,” said Mike Jerry, Vice President and General Manager, Mitchell Canada. “This data migration presented some interesting challenges and required a considerable investment in resources, but we are very pleased with the outcome. We look forward to continuing to provide ICBC and their collision repair partners accurate, timely, and meaningful voice-of-the-customer data.”
Frank Fekete, Director of Material Damage Services for ICBC, said, “We appreciate the investment Mitchell has made to move the AutocheX data and reporting system to the Canadian center. AutocheX is a part of ICBC’s overall commitment to customer service. Through its ongoing measurement of customer satisfaction at ICBC c.a.r. shop Valet facilities, we can work to ensure our customers receive safe, quality repairs that are guaranteed for as long as the customer owns the vehicle.” Under the new agreement, ICBC has enhanced the customer satisfaction service for the c.a.r. shop Valet program participants to include real-time “Customer Alerts” that AutocheX will e-mail to ICBC when the customer survey is completed. “This will help ICBC to be more proactive in identifying and assisting the collision repair facility resolve customer issues,” said Kevin Ballance, Manager of Accreditation Programs for ICBC. “We are committed to helping our shop partners respond to the needs of our customers and provide the best repair experience possible.”
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