agenda autorestore® history & business identifying scope of work customer process flow...
TRANSCRIPT
Agenda
AutoRestore® History & Business
Identifying Scope of Work
Customer Process Flow
Overcoming Objections
Customer Satisfaction
Retail Campaign
Summary & Close
Family Tree
Our Business 3rd largest Bodyshop network in UK
140 Mobile Repair Centres
95% UK coverage
Dedicated Customer Contact Centre
Innovative technology - Pioneering mobile Bodyshop equipment - Leading handheld technology- Paperless Solution
Repair time is guaranteed to be 1 day
Delivering World Class Service
Guaranteed 1 day Vehicle Off Road
Only PAS 125 Kitemarked mobile repairer in the UK
Industry leading ‘repair not replace ethic’
‘No Quibble’ Rectification Policy
Lifetime ownership warranty
Delivering World Class Service
Our Business
UK Coverage
UK’s Only National Mobile Repairer
Comprehensive Support“Web”
Agenda
AutoRestore® History & Business
Identifying Scope of Work
Customer Process Flow
Overcoming Objections
Customer Satisfaction
Summary & Close
Identifying Scope Of Work
Identifying Scope of WorkIncident Detail Acceptable
Vehicle Driveable? Y
Slight, Minor or Moderate Damage Code? Y
No more that 4 Panels Damaged? Y
Airbag Deployed? N
Any Metal Panel Pierced? N
Vehicle Type Acceptable
Saloon Y
Hatchback Y
Estate Y
Coupe Y
Convertible Y
4X4 Y
Light Commercial Vehicle (Up To SWB Transit) Y
Larger Than SWB Transit? N
HGV N
Damaged Area Acceptable
Bumpers Y
Front Wings Y
Doors Y
Rear Quarters Y
Tailgate/Hatch Y
Boot (Outward Facing) Y
Sill Y
Lights Y
Wing Mirrors Y
Number Plates Y
Grilles Y
Bonnet N
Roof N
Boot (Upward Facing) N
Wheels/Tyres N
Mechanical N
Electrical N
Structural N
Agenda
AutoRestore® History & Business
Scope of Work
Customer Process Flow
Overcoming Objections
Customer Satisfaction
Summary & Close
Customer Process Flow
Customer Process Flow
Customer Process Flow
Customer Process Flow
Customer Process Flow
Agenda
AutoRestore® History & Business
Scope of Work
Customer Process Flow
Overcoming Objections
Customer Satisfaction
Repair Capability
Summary & Close
Overcoming Objections
Fully Mobile Repairer: AutoRestore® are the UK’s Leading Mobile Minor Accident Damage Repairer. We will come out to you at your convenience and carry out all of the work when suitable for you.
Lifetime Ownership Warranty: for peace of mind, AutoRestore® will provide you with a lifetime ownership warranty on all work undertaken for as long as you own the vehicle.
All repairs completed within 1 day: AutoRestore® has a 1 Day Vehicle off Road policy. This means that they will complete all repairs undertaken within 1 day to a bodyshop standard.
Same standard repair as a bodyshop: Combining PAS 125 Accreditation, the patented Rigs and our QAA Accredited Technicians, they are able to deliver a showroom standard finish covered by a lifetime ownership warranty.
Overcoming Objections
We only replace parts using Manufacture Approved: If AutoRestore® need to replace the damaged panel, they will only use manufacture approved parts. This ensures that the part they have replaced, will not compromise the structural integrity of your vehicle.
All Technicians are QAA Accredited: All of the Technicians are employed by AutoRestore® and are QAA Accredited. This ensures that they only employ the highest calibre of technicians to deliver a structurally sound repair as well as a World Class Service
You can watch the repairs being carried out: As your vehicle is being repaired at your convenience and with the ‘windows’ that are built into the Rig, you have the option to physically watch the repairs being carried out to your vehicle. Something that you wouldn’t be privileged to in a static bodyshop.
Agenda
AutoRestore® History & Business
Scope of Work
Customer Process Flow
Overcoming Objections
Customer Satisfaction
Repair Capability
Summary & Close
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10
01
Not at all likely
Very likely
Detractor Neutral Promoter
How likely are you to recommend AutoRestore® to a friend or colleague?
% Promoters % DetractorsNet Promoter
Score
Customer Satisfaction - NPS
Customer Satisfaction - NPS
-10% 0% 10% 20% 30% 40% 50% 60% 70% 80%
-6%
14%
25%
69%
69.52%
NPS - The Ultimate Question
UK Motor Insurer Average
Best Body Shops
Leading Motor Insurer
Agenda
Agenda
Accreditations
Summary
Full Backing from Belron® & D’Ieteren
Seamless Customer Focused Process
Customer Convenience
Delivering World Class Service