SOURCE: Mitchell International

September 20, 2007 15:07 ET

ICBC Renews Customer Satisfaction Agreement With Mitchell International

SAN DIEGO, CA--(Marketwire - September 20, 2007) - Mitchell International, a leading provider of performance management solutions to the automotive insurance claims and collision repair industries, today announced a renewal 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," added Jerry.

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."

About Mitchell International, Inc.

Mitchell International (www.mitchell.com) is a leading provider of information, workflow, and performance management solutions to the automotive insurance claims industry, serving carriers, collision repair facilities, and other commercial participants in the physical damage and auto-related medical claims markets. Mitchell facilitates millions of electronic transactions between more than 16,000 business partners each month to enhance their productivity, profitability, and customer satisfaction levels.

About ICBC Insurance

The Insurance Corporation of British Columbia (ICBC) is one of Canada's largest property and casualty insurers with annual earned premiums of approximately $3.3 billion, more than $10 billion in assets, and close to 5,000 employees. ICBC provides automobile insurance products to more than three million policyholders province-wide along with driver and vehicle licensing services. Annually, ICBC invests in loss management programs to save lives and help reduce crashes. Dedicated to our customers and performance based, ICBC views accountability as paramount and focuses on constantly increasing value to customers while maintaining low and stable rates. For more information please visit www.icbc.com.

About AutocheX

AutocheX is a leading provider of comprehensive and impartial voice-of-the-customer measurement, analysis, and reporting for the auto physical damage claims industry. Founded in 1989, AutocheX conducts more than half a million surveys annually for clients throughout the U.S. and Canada, and maintains an industry benchmarking database that comprises millions of completed customer satisfaction surveys. AutocheX is a fully integrated business unit of Mitchell International.

Contact Information

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