Capture Rate & C.A.R.E. Utilization
These three items must match to avoid duplicate assignments.
What are Claim #, Date of Loss, and VIN?
How frequently should a center maintenance their C.A.R.E.?
What is Daily?
This must be used for all scheduling, including tow-ins and unexpected drop-offs.
What is C.A.R.E.?
CST acts on new assignments within this time frame, excluding Agero scheduled tows.
What is 0–24 hours?
This status requires escalation to a Demand Planner or a HUB Ticket.
What is a Locked Assignment?
Capture rate targets are calculated using this time period.
What is 30-60 days in the past?
Teammate authorized to mark CARE IDs lost.
Who is the General Manager?
A drop off is scheduled for 4/2/2026. What should the C.A.R.E. ID status and next call date be?
What is Pending Repair Order and Next Call Date of 4/2/2026?
System CST uses to connect with customers.
What is the auto dialer system?
This group of colorful bears works together to spread kindness, caring, and love around the world
Who are the Care Bears?
Capture rate includes DRP and Non-DRP assignments, excluding this type of pay.
What is customer pay?
When merging duplicate CARE IDs, what source should we merge into?
What is DRP source C.A.R.E. ID?
When a customer pays out of pocket and has no claim number, this format should be used instead.
What is the customer’s last name followed by the date of loss or appointment?
CST processes these when an assignment needs to move to another center.
What are assignment transfer requests?
What Disney Character quoted, "I cannot deactivate until you say you are satisfied with your care?"
Who is Baymax?
C.A.R.E. Utilization is calculated as the percentage of new ROs created this month that had this.
What is a scheduled appointment?
Every customer interaction should include this in C.A.R.E. & C1.
What are notes?
C.A.R.E. uses this feature from C1 to track current Work In Progress and directly impacts schedule availability.
What is Estimated Completion Date (ECD)?
CST makes follow ups to customers to support driving work to our centers based off of these two fields.
What is C.A.R.E. ID status & Next Call Date?
This is the full name of C.A.R.E., the system used to improve customer experience.
What is Customer Assignment & Repair Event?
Failing to merge duplicate records correctly most directly impacts this performance metric.
What is the DRP capture rate?
After every customer interaction, these items are beneficial to document. (list at least 3).
What is
Center name and number
Call attempt number (e.g. #1,#2,etc.)
Customer name spoken to
Phone number called
Date/time and type of appointment scheduled
Rental and tow notes
Customer concerns or opportunities
In the event a customer wants to drop off for repairs same day, but your center is grayed out for that day, how do you handle the corresponding C.A.R.E. ID?
What is set C.A.R.E. ID status to Pending Repair Order & utilize unscheduled drop field?
CST is based out of these three areas.
What is Texas, Las Vegas, & Columbia?
This concept—focused on early engagement and proper C.A.R.E. management—is key to improving capture rate and fulfilling Caliber’s mission.
What is Capturing the Keys?