Systems
What is Crash Champions' Proprietary Scheduling System?
Hyperdrive
What does DRP stand for and what does it mean?
Direct Repair Program and works directly with an insurance company.
What insurance company does not allow us to do anything for them except repair the vehicle?
Geico
If a vehicle is not safe to drive, what do we call it and what special note must be added in HD?
Non-Drive, Tow Note
A customer asks how long the repairs will take, what will you tell them?
It depends on the damages, parts availability, and the customer can speak with the shop once they have dropped off their vehicle.
How can you reach out to your T.P.C.?
Phone, Text, Teams, email
Typically how long are appointments at Crash Champions?
30 minutes
How do you remove an Opportunity from pending so that we no longer contact the customer?
Archive, set a callback, schedule an appointment, unsuccessful contact note
What is VM?
Voicemail
What doe we call these insurances when speaking with a customer AUTO CLUB ENTERPRISES, AUTO CLUB INS ASSOCIATES, CSAA IE, AUTO CLUB INS-TAMPA, AAA CAROLINAS when speaking with a customer?
Triple A (AAA)
What do we call it when Crash Champions needs to have a vehicle repaired at a location different from the one it was assigned to by insurance.
Load Level
If you receive a call about warranty work, how do you handle it?
Transfer the warranty call to the shop, or email the shop about a customer inquiry
What team handles Customer Concerns?
CLO
What is a checklist used for?
Hitting all points on a call
What are the names of the Portals that we use for insurance assignments and what is different about one of them?
CCC1, Mitchell, you can only access Mitchell for Progressive PA
What metric does Crash Champions use to describe the average amount of time that you spend on a call?
A.H.T.
What do you do if there are no Tesla shops in Area?
Refer the Customer to the TESLA number or back to their insurance by call or VM
When calling Agero, what information will you ask for?
Representative Name, Case/Job ID number, Destination, and Status of tow
When scheduling an appointment for repairs, which of the following are required to discuss with the customer?
Express Empathy, Confirmation of appointment time/date and location, Lifetime Warranty
Is HAIL always handled the same, what is our current process, and how will you know if it is to be handled differently after a hailstorm?
no, transfer to or email the shop, you will receive an email from leadership
If you get an email directly from someone at a shop, how do you handle?
If any teammate from the shop reaches out to you directly via Email or Teams, please use this template in your response:
Thanks for reaching out. I am currently assisting customers on the phone, but if you could please send your concern to CXChelp@crashchampions.com, we will be sure to respond quickly. Please include the name of customer, claim number, vehicle and any relevant information. Thank you.
What is a wrap up code used for, what system is that in, and when do you use it?
A disposition to determine the type of call handled, Genesys, after you end a call
What are Queues?
Queues are created in Hyperdrive to populate assignments that are pending to be called on. These are often divided by insurance companies or states/areas.
They are also in Genesis to determine what OB assignments you will be receiving
How are FlexDrive's handled? (Excluding Progressive PA Pilot)
Outbound – set callback two days out and email the location to assist.
Inbound – transfer call to the location to assist
What special information and/or process is required for an independent tow?
Insurance Carrier name, adjuster name an contact info and call the shop for permission (notate name of team member who gave it)
The screening of your calls for this metric impacts how your customer interaction went and your Dashboard ranking.
Quality
What tasks does the Customer Care Support Team (CCS) handle?
Adds Hyperdrive Notes into CCC1 and Transfer assignments between shops
Can you use Google to find out if a shop is open on Saturdays?
No, use location information
What is the login process at the beginning of your shift?
Log in to ADP, Hyperdrive, Genesys, CCC1, and Mitchell. Open your SOPs from the Daily dispo
What is the H.E.A.L. method?
A method to de-escalate an angry customer
How do you search for Aluminum vehicles?
"View Details" box in scheduling calendar and type 'Aluminum' in the location search bar
How do you get a tow status update for a customer?
Email the Tow Team for Allstate, USAA, State Farm, Travelers and Progressive PA Pilot, for all other insurances transfer to the shop
When scheduling an appointment, the customer mentions that they would need a rental. What would statements would you mention to the customer regarding the rental?
Advise the customer to please reach out to insurance/ rental company to set up rental reservation to pick up vehicle directly and bring their Drivers License and Proof of Insurance
An angry customer calls in demanding to speak to leadership about a shop or their repairs. What do you do?
Try to de-escalate then transfer the call to Customer Concern Esclation Queue
What are the hours that you can schedule a customer if they need a rental?
Between 8:00 am and 4:30 pm
How do you check Availability in HD and what other fields are required fields?
Type in the Zip code, make of vehicle, insurance company, and type of appointment in the calendar drop down. Other required fields are name, phone number, year and model of vehicle
What is Conversion and what is it used for?
The number of appointments that you schedule divided by the number of calls that you take, expressed in a percentage and it is used on the Dashbaord
What pieces of information does the customer need to write on the envelope that they will put their keys in when they are using a drop box and how doe you find the location of a shop's Drop Box?
NAME, PHONE NUMBER, Year, Make, Model, Insurance, and Claim Number and in the shop location information
What insurance(s) has a tow process that does not involve contacting the customer?
Traveler's if the vehicle location in notes and Agero insurances if there is an active case
What is the difference between a Queue callback and an incoming call?
Incoming call is received by the customer calling in. Queue Callback is when the customer choses not to wait on the line. The callback comes in with a deep ringtone, myst be manually answered and dialed, then dispositioned proplerly and End Callack chosed at the end of the call.
A Progressive Insurance customer calls to schedule a repair appointment. What do you do?
Verify that it is a PA or TX location and you can schedule the appointment. If it is not, you would transfer to the shop to handle scheduling.
In Hyperdrive, when a call comes in, you can use what button(s) to search for an opportunity based on the customer’s phone number?
Phone Number (Phone Search), Look Up Tool