As part of our continuous customer service improvement programme, we have further enhanced our Owner Connect SMS service. This has resulted in improved communications with policy holders and Automotive customers, and a faster overall collection and claims process.
Where a vehicle is to be collected from the policy holder’s home address, a message is sent directly to their mobile phone via SMS text message, which contains useful web links and now also prompts the policy holder to provide the necessary vehicle documents and keys.
Sending a ‘what you need to do’ check list in one text message, not only eliminates the need for a phone call, but also provides the policy holder with a central point of reference that they can respond to at their convenience and ensures that no important information is missed.
The ability to easily access collection information at their own convenience, including a checklist of what they need to prepare and the ability to select a collection date that is convenient for them, all helps to ease what can be a stressful situation for policy holders.
The message contains an embedded URL link to a form where they can complete information about the vehicle, confirm the correct collection address, and select a convenient collection date.
For both the insurer and their policy holder, this means a fully frictionless service can be achieved, and for Copart, no vital details are missed regarding the collection.
Since being introduced, our Owner Connect service has resulted in a quicker and more seamless vehicle collection process and has improved the receipt of documents and keys.
Paula Varley, Account Director at Copart, said:
“The introduction of our Owner Connect service has already resulted in faster vehicle collections, as policy holders are finding the process simpler than ever. This method of communication is more direct, relevant, and convenient, which helps to ease what is often already a stressful situation.
The recent enhancements to this service ensure that we are supporting policy holders with clear instructions in terms of what to do next, it couldn’t be easier! And, of course, our experienced teams are always on hand to guide policy holders throughout the whole process to ensure they receive the best customer experience.”
In addition, we’re excited to announce that we are launching this service to our Copart Automotive customers across the fleet, finance, retail and rental sectors.
Automotive Division Director, Mark Godfrey, explains how this new addition to the Copart Automotive technology suite helps both the speed and ease of service delivery to these customers:
“Many of our Automotive customers rely on Copart to pick up vehicles directly from the driveways of their customers. Owner Connect simplifies the booking of collections and assists the customer to ensure the vehicle is all ready to go.
Choosing a convenient time and place for pick up means the vehicle owner knows exactly when we are collecting and what to do to the vehicle beforehand – all from their mobile phone! Overall, this speeds up collections for our Automotive Customers looking to realise returns on their vehicle assets as rapidly as possible.”
We’re delighted that Owner Connect will further strengthen our commitment to our ongoing digital transformation across the business and we will continue to invest in the development of our technology to further improve the customer experience.
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