SOURCE: Mitchell International

Mitchell International

September 12, 2013 08:00 ET

Mitchell Launches Reputation Manager to Help Repair Shops Communicate More Effectively and Efficiently With Customers

New Reputation Manager Tool Set Focuses on the Repair Shops' Relationship With Customers Through Improved Processes and Communications

SAN DIEGO, CA--(Marketwired - Sep 12, 2013) - Mitchell, a leading provider of technology, connectivity and information solutions to the Property & Casualty claims and Collision Repair industries, today announced the general availability of RepairCenter™ Reputation Manager. The new package offering combines real-time text and email updates with advanced customer insights from satisfaction surveys and social media data to improve the repair shop and vehicle owner processes.

The new bundle provides repair shops with the tools to increases repeat business and referrals by providing actionable insight into the customer experience. By adding the dimension of online customer satisfaction surveys and incorporating comprehensive reporting and analytics technology, repair shops can now better identify steps during the repair process that can be improved.

"Customer retention and business growth go hand-in-hand, but until recently, repair shops haven't had the breadth of automated tools needed to improve upon the customer experience," said Anlin Sethi, Senior Manager of Product Management, Auto Physical Damage solutions. "By incorporating real-time interaction and engagement, alongside robust survey analytics, Reputation Manager allows repair shops to improve their reputation and build stronger customer bases."

RepairCenter Reputation Manager features a powerful Text Analytics Engine and Customer Sentiment Dashboard that provide actionable data from open-ended survey questions and social media chatter. "The dashboard is a very quick and easy way to see how your business is performing," said Kelley Raz, Director of Insurance Operations for Kadel's Autobody. "When technology can provide the analysis for us and there is no need to spend hours reading a bunch of surveys, that is a good thing!"

In addition, Reputation Manager will include Mitchell's RepairCenter Web Status tool, an effective communications feature that keeps customers informed throughout the repair process. Web Status allows shops to communicate the status of a repair to customers via an online web portal, email or text message.

Reputation Manager package includes:

  • Unlimited customer satisfaction surveys
  • No DRP management fees
  • Customer satisfaction data delivered in real-time coupled with action alerts
  • Enhanced reporting, subscriptions, and employee performance monitoring
  • Vehicle Status Messaging via email and text messages

Mitchell will demo Reputation Manager at NACE. For more information, please visit http://www.mitchell.com/nace/

About Mitchell
Mitchell empowers clients to achieve measurably better outcomes. Providing unparalleled breadth of technology, connectivity and information solutions to the Property & Casualty claims and Collision Repair industries, Mitchell is uniquely able to simplify and accelerate the claims management and collision repair processes.

As a leading provider of Property & Casualty claims technology solutions, Mitchell processes over 50 million transactions annually for over 300 insurance companies/claims payers and over 30,000 collision repair facilities throughout North America. Founded in 1946, Mitchell is headquartered in San Diego, California, and has 1,700 employees. The company is privately owned primarily by the Aurora Capital Group, a Los Angeles-based investment group. For more information about Mitchell, visit www.mitchell.com.