Bodyshops and vehicle repair businesses should use technology to win business from fleet customers, says Audatex.
The provider of solutions for bodyshops, service providers, insurers and customers, says industry leaders predict fleet and work providers such as accident management companies will provide a growing amount of work over the next few years.
To capitalise on this, repairers need to be ready to manage this.
David Shepherd, regional managing director at Audatex UK and Africa, said: “With so much uncertainty in the market, from changing vehicle technology to shifting work sources, vehicle repair businesses must focus on enhancing their service to deliver a quality experience and ultimately maximise their established sources of repair work in the future.
“This not only runs through the repair process, but also customer service and staff, and bodyshops should now look to the technology now available to ensure quality service across their entire business.
“As the industry changes and competition increases, doing this successfully can open the door to both driving customer retention and optimising new sources of business.”
Audatex’s An Extra Hour in the Day research of 250 independent and franchised bodyshops across the UK, found that a lack of efficiency across the workplace is now costing UK bodyshops and repair businesses an average of one hour per day per employee.
The research found that that the main sources of work for bodyshops and vehicle repair businesses across the country are currently through insurance companies (70%) and off the street/walk in/personal recommendation (58%).
Amongst those surveyed, a further 30% of repair work was stated as coming from other work providers.
Audatex found that most communication with the customer takes place over the phone (88%), compared to just 10% of bodyshops who utilise social networks and online portals to engage with customers.
In addition, 61% of respondents would like to be continuously up to date at every stage of the claims process.