Autobody News: CCC ONE Lobby Helps Successful MSO in Capital Region Streamline Customer Service Process

CARLSBAD, Calif., December 19, 2017 (Newswire.com) - NOTE: This October SPS profile was originally published in print in September 2017, and published online in October 2017.

H&V Collision Center was founded in Troy, New York, in 1973 by Vartan Jerian Sr. as a two-man shop on one of the busiest roads in the Collar City.

CCC software not only helps streamline the collision repair process, but also reduces paperwork and saves time normally spent rekeying customer information. It's a really sweet system. Really simple, user-friendly and efficient.

Rich Tanchyk, Assistant Vice President, H&V Collision

H&V’s original 1,500-square-foot location was where the company began building a reputation for repair excellence and customer service, and remains H&V’s home today — though it has expanded by more than 10,000 feet and has over 200 employees.

In the 1990s, Vartan Sr.’s three sons, Vartan Jr., James, and John, joined the operation, sparking a period of growth for H&V Collision Center throughout upstate New York.

Shortly after joining the family business, following service in the Marine Corps, Vartan Jr. convinced his father to buy an old-style Gateway computer for the business.

“From there, we proceeded to take the first step toward where we needed to be as a progressive, forward-thinking company,” said Rich Tanchyk, assistant vice president at H&V Collision who has worked there since 2009. “We took a big and quick leap from the 1980s-1990s to where we are today.” 

The second H&V opened in 2006. The MSO now includes seven locations in the Capitol Region, including Troy, Queensbury, Colonie, Saratoga Springs, Schenectady, Clifton Park and the newest shop in Kingston, which opened in 2014. Vartan Jr., who has spearheaded much of the growth, is vice president of the company, while John is controller and James is head of parts procurement.

H&V’s business model is to grow multi-shop operations that focus on providing excellent customer service and performing quality repairs in a timely and efficient manner.

Since taking on their first DRP relationship with GEICO in 2006, Tanchyk said the company has partnered with every major insurance carrier in the industry, and that it’s common to see a full-time insurance adjuster daily in all the shops.

H&V employees regularly add or look for products and equipment they can depend on to help manage the hundreds of repairs worked on weekly.

Five years ago, H&V and State Farm sat down with CCC at H&V Saratoga Springs and had a “meeting of the minds.” They discussed the shop’s needs in terms of a management system and future processes that would help the business continue to prosper.

Soon after, H&V began using the CCC ONE® Repair Workflow product. Over time, the facilities incorporated additional CCC ONE products after realizing how beneficial they were. Tanchyk said the Update Plus feature allows timely updates with customers.

“We now use multiple CCC ONE products in the H&V operation,” said Tanchyk. “We have a really good relationship with them and receive excellent support.”

 In 2016, H&V began testing one of CCC’s newest products — CCC ONE Lobby — at the Troy location. An iPad is set up on a floor stand in the front lobby so customers can enter relevant information about their vehicle when they first enter the collision repair facility.

The iPad is placed near a customer care representative in case there are questions or individuals require help filling out the information.

“Rather than a customer care representative asking questions, in five minutes or less, customers can type in their information and the repair or request is addressed more efficiently,” said Tanchyk. This has been especially helpful when a staff member is assisting a customer on the phone or at the facility.

Once information is entered, the details are synchronized with CCC ONE Estimating software. Meanwhile, estimators are notified by a flashing red light in the upper corner of their computer screen.

“Now we know a customer has arrived and the clock is ticking on a repair,” said Tanchyk.

He said the CCC software not only helps streamline the process but also reduces paperwork and saves time normally spent rekeying customer information.

“It’s a really sweet system,” said Tanchyk. “Really simple, user-friendly and efficient.”

He has also found that customers across a wide spectrum of ages have been receptive to the new self-service process, which has modernized their lobby experience.

“It assists us with our customers’ needs,” said Tanchyk. “I would definitely recommend it to other shops.”

By year-end, H&V plans to implement the CCC ONE Lobby at all seven locations.

“This is another example of H&V embracing forward-thinking, progressive types of systems that can make us stand out, be better and most importantly, satisfy our customers’ needs,” Tanchyk said.

Part of running a progressive company, said Tanchyk, is offering ongoing employee training to remain competitive.

“It takes time, money and people who care to be successful,” he said. “I think we have that business model, and our history demonstrates it.”

Tanchyk said that by incorporating forward-thinking products in their business, such as the ones from CCC ONE, H&V remains competitive in the marketplace.

“The way vehicles are manufactured today, unless you are a progressive company and training your employees and using the right equipment to repair these vehicles, you are never going to survive,” he said.

H&V Collision
Location: Capitol Region, NY
(518) 273-1834
http://handvcollision.com

Company At A Glance...
Type: Collision Repair
Facility Employees: 200+
In Business Since: 1973
DRP Programs: 15+
Number of Locations: Seven
Combined Production Space: 125,000 square feet

CCC Information Services, Inc.
(800) 621-8070
222 Merchandise Mart Plaza, Suite 900
Chicago, IL 60654
www.cccis.com

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Source: Autobody News