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Repair Status Integration – A Case Study Between Audatex and CynCast

Repair Status Integration – A Case Study Between Audatex and CynCast. 2012 Implementation Conference. Chicago, IL September 11-12, 2012. Repair Status Integration – A Case Study Between Audatex and CynCast. Company Backgrounds The Challenge Workflow Requirements Product Highlights

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Repair Status Integration – A Case Study Between Audatex and CynCast

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  1. Repair Status Integration – A Case Study Between Audatex and CynCast 2012 Implementation Conference Chicago, IL September 11-12, 2012

  2. Repair Status Integration – A Case Study Between Audatex and CynCast • Company Backgrounds • The Challenge • Workflow • Requirements • Product Highlights • Q&A

  3. How did CynCast get here? • Developed proprietary suite of web based software solutions • Successfully integrated with; • Over 20 collision repair shop management systems • Audatex, CCC, CrashWriter, WebEst and Mitchell’s estimating platforms • Enterprise Rent-A-Car ARMS® Automotive program • Audatex repair status and payment solutions • AutoWatch and UpdatePromise repair status programs • Keystone Automotive/LKQ parts ordering system • NAPA’s CollisionPro online parts system • GM and Ford Outlet OE parts programs • Mitchell’s AutocheX CSI program • Manheim auto auction solution • ADP’s OE PartsVoice Solution • Blue Chip Client base – Enterprise, Alamo, National, AVIS, GEICO, Liberty Mutual, Nationwide, NAPA, GM, and Keystone/LKQ • Established significant development lead and market presence with proprietary Data Manager technology

  4. Vision & Mission Statement To be the Auto Claims Industry’s preferred and trusted source for open platform information, integration services and transaction processing.

  5. Industry need for CynCast • Increasing number of “systems” with no end in sight (claims, payment, CSI, Rental, Status, parts, etc) • Growing interest by others to gain access to shop information (vendors, consumers, insurers, rental providers, etc) • Complexity making its way to the shop • CIECA standards exist but adoption has been slow • Insurers, information providers, shops defining their own KPI measurements

  6. CynCast Integration Parts Rental CSI EMS BMS CynCast Data Manager EFT TPA Reporting Deploy the CynCast Data Manager once (for any service) and you can implement all other integration points (build or buy) from that technology

  7. Protection of Customer Privacy We have developed shop side technology that uploads EMS and BMS files from disparate systems, normalizes the data and provides access to the data files for private business trading partners who have a desire to share the data. • Data is stored inside AT&T award winning secure data center in Irvine, CA • 99.8% uptime • SAS 70 Approved The CynCast Promise – • CynCast customers are in control of their data. • They have the right to know what data is being collected and can decide who can see it. • Confidential information is protected and CynCast will not sell personal information to any third party. • Customers can discontinue service at anytime for any reason without penalty

  8. AudatexRepair Status

  9. Audatex • Global Solutions Global Leverage & Innovation Database & Technology Financial Strength • Superior Knowledge Analytics & Actionable Data • Intelligent & AccurateSolutions • Real-Time Integrated Alternative Parts Solutions • Ability & Commitment to Invest in game changing technologies and innovation

  10. Repair Status Management – The Challenge Insurers and Shops have little to no transparency and electronic means of communication throughout the vehicle repair process. • Inability to track and communicate on repair progress creates waste affecting cycle time and customer satisfaction • Body shops track repair status using over 20 different body shop management systems – making it difficult to share data in a common language • Phone calls acting as the primary mechanism to share information • Consumers report that one of their chief complaints with the claim process is that they were not kept informed • Solutions that do exist are proprietary and additive to existing business processes

  11. Today’s Repair Management Workflow Vehicle Owner Repair Status Communications DRP Coordinators Claim reps Repair Shops

  12. Background – Requirements • Build a repair status solution that works with any shop management system or platform • Make it easier for the 2,000 shops that do business with a top 10 auto insurance carrier • Reduce manual steps & streamline communications between the vehicle owner, shop, field staff and insurance company • Create a consistent workflow across all groups

  13. Background – Requirements • Provide a platform for focusing on exceptions and not spending time on claims that are on target • Provide a means to electronically communicate with partners • Provide a platform for automating communication with vehicle owners • Provide an audit trail for the entire claim file • Provide actionable data for reporting

  14. Future Repair Management Workflow Vehicle Owner DRP Coordinators Claim Reps Repair Shops

  15. Data Synchronization Challenge • How do we synchronize data from 20 different shop management systems? • Non-standard repair process stages • Variety of proprietary formats • Answer: • Leverage the industry experience of CynCast • Map data to a common CIECA data format

  16. Claims Process & Workflow

  17. Claims Process & Workflow

  18. Summary of Status Fields by BSM 2 Different Issues – BSM Capability and End-User Compliance!

  19. BSM Field Mapping Challenge

  20. BSM Production Management Mapping

  21. Audatex Repair Status Portal • All claims assigned to an adjuster visible on one screen • Visual status indicates current progress • Claims in exception stand out • Easily communicate with shop and vehicle owner electronically

  22. Track Work-in-Progress

  23. View Repairs On-Line • Up to 70% of calls to a shop can be “repair status” calls • Vehicle owners consistently report that they feel they are not kept informed • Kept informed CSI scores have a strong influence on likelihood to recommend insurer and shop • Platform allows for automated status communication

  24. System Integration • Integration to insurance company’s proprietary claims system • Leveraging CIECA BMS message • Working in a single system, synchronized to one data store • Data in a consistent format(estimate & images) • Simplified workflow (and less need for training)

  25. The Benefits • No need to require a specific estimating or shop management platform for repair partners • Electronic communication between partners • Reduction of phone calls between repairer, insurer and vehicle owner • Visibility into claim repair status and more importantly, visibility into claims that are in exception • Streamlined claim processing = reduced cycle time

  26. Questions

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