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
Q&A
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
Vision & Mission Statement
To be the Auto Claims Industry’s preferred and trusted source for open platform
information, integration services and transaction processing.
To enable business relationships
Through the use of integrated systems
In a way that
Supports existing
technology providers
Initiates standards for
data interchange
Is secure, private and
permission based
So that
Industry stakeholders can exchange data over the internet with existing
systems while maintaining control over their data
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
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
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
Audatex
Repair Status
THE INFORMATION CONTAINED HEREIN CONSTITUTES PROPRIETARY AND CONFIDENTIAL INFORMATION OF AUDATEX. IT MUST NOT BE COPIED, TRANSMITTED OR
DISTRIBUTED IN ANY FORM OR BY ANY MEANS, WITHOUT THE EXPRESS WRITTEN PERMISSION OF AUDATEX.
Audatex
Global
Leverage &
Innovation
Global Solutions
Superior Knowledge
Analytics & Actionable
Data
Database &
Technology
Financial
Strength
Intelligent & Accurate
Solutions
Real-Time Integrated
Alternative Parts
Solutions
Ability & Commitment to
Invest in game changing
technologies and
innovation
THE INFORMATION CONTAINED HEREIN CONSTITUTES PROPRIETARY AND CONFIDENTIAL INFORMATION OF AUDATEX. IT MUST NOT BE
COPIED, TRANSMITTED OR DISTRIBUTED IN ANY FORM OR BY ANY MEANS, WITHOUT THE EXPRESS WRITTEN PERMISSION OF AUDATEX.
9
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
THE INFORMATION CONTAINED HEREIN CONSTITUTES PROPRIETARY AND CONFIDENTIAL INFORMATION OF AUDATEX. IT MUST NOT BE
COPIED, TRANSMITTED OR DISTRIBUTED IN ANY FORM OR BY ANY MEANS, WITHOUT THE EXPRESS WRITTEN PERMISSION OF AUDATEX.
Today’s Repair Management Workflow
Vehicle
Owner
Repair Status
Communications
DRP
Coordinators
Claim reps
Repair
Shops
THE INFORMATION CONTAINED HEREIN CONSTITUTES PROPRIETARY AND CONFIDENTIAL INFORMATION OF AUDATEX. IT MUST NOT BE
11
COPIED, TRANSMITTED OR DISTRIBUTED IN ANY FORM OR BY ANY MEANS, WITHOUT THE EXPRESS WRITTEN PERMISSION OF AUDATEX.
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
THE INFORMATION CONTAINED HEREIN CONSTITUTES PROPRIETARY AND CONFIDENTIAL INFORMATION OF AUDATEX. IT MUST NOT BE
COPIED, TRANSMITTED OR DISTRIBUTED IN ANY FORM OR BY ANY MEANS, WITHOUT THE EXPRESS WRITTEN PERMISSION OF AUDATEX.
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
THE INFORMATION CONTAINED HEREIN CONSTITUTES PROPRIETARY AND CONFIDENTIAL INFORMATION OF AUDATEX. IT MUST NOT BE
COPIED, TRANSMITTED OR DISTRIBUTED IN ANY FORM OR BY ANY MEANS, WITHOUT THE EXPRESS WRITTEN PERMISSION OF AUDATEX.
Future Repair Management Workflow
Vehicle
Owner
DRP
Coordinators
Claim
Reps
Repair
Shops
THE INFORMATION CONTAINED HEREIN CONSTITUTES PROPRIETARY AND CONFIDENTIAL INFORMATION OF AUDATEX. IT MUST NOT BE
14
COPIED, TRANSMITTED OR DISTRIBUTED IN ANY FORM OR BY ANY MEANS, WITHOUT THE EXPRESS WRITTEN PERMISSION OF AUDATEX.
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
THE INFORMATION CONTAINED HEREIN CONSTITUTES PROPRIETARY AND CONFIDENTIAL INFORMATION OF AUDATEX. IT MUST NOT BE
COPIED, TRANSMITTED OR DISTRIBUTED IN ANY FORM OR BY ANY MEANS, WITHOUT THE EXPRESS WRITTEN PERMISSION OF AUDATEX.
Claims Process & Workflow
Claims Process & Workflow
Summary of Status Fields by BSM
Row Labels
Assigned
Date
Teardown/
Hold Date
Car In Shop
Est.
Completed
CIECA Compliant
Production Stage Codes
Car
Complete
Promise/Target
Date
Cust Pickup/
Delivered Date
Repair Delay
Status Code
BSM Vendor 1
0.5%
0.4%
100.0%
0.0%
v1.1
0.4%
97.0%
100.0%
YES
BSM Vendor 2
0.0%
0.0%
98.0%
0.0%
v1.1
0.0%
0.0%
95.5%
NO
BSM Vendor 3
0.0%
0.0%
100.0%
0.0%
v1.0
88.9%
100.0%
32.0%
NO
BSM Vendor 4
0.0%
0.0%
100.0%
100.0%
currently unavailable
96.9%
100.0%
100.0%
NO
BSM Vendor 5
3.8%
2.9%
100.0%
43.1%
currently unavailable
93.6%
93.8%
99.9%
NO
BSM Vendor 6
0.0%
91.2%
100.0%
0.0%
v1.1
97.9%
95.1%
97.9%
NO
BSM Vendor 7
0.0%
0.0%
100.0%
0.0%
currently unavailable
0.0%
94.1%
100.0%
NO
BSM Vendor 8
0.0%
0.0%
99.1%
0.0%
currently unavailable
0.0%
84.6%
79.0%
YES
BSM Vendor 9
93.7%
93.4%
97.0%
87.2%
v1.1 (limited stages)
87.3%
92.9%
97.0%
NO
BSM Vendor 10
15.5%
52.1%
100.0%
6.6%
v1.0
93.9%
70.0%
100.0%
NO
BSM Vendor 11
0.0%
0.0%
99.9%
99.9%
v1.1
86.0%
96.1%
95.8%
NO
BSM Vendor 12
6.3%
0.0%
99.5%
19.3%
v1.1
97.3%
94.2%
98.9%
YES
BSM Vendor 13
100.0%
0.0%
97.2%
100.0%
currently unavailable
96.7%
100.0%
96.7%
NO
BSM Vendor 14
65.0%
48.5%
98.6%
51.2%
v1.0
97.5%
99.9%
98.4%
NO
BSM Vendor 15
0.0%
0.0%
100.0%
90.5%
currently unavailable
94.0%
93.3%
98.4%
NO
BSM Vendor 16
0.0%
0.0%
93.4%
0.0%
v1.1
89.5%
90.0%
89.5%
NO
BSM Vendor 17
0.0%
0.0%
100.0%
0.0%
currently unavailable
0.0%
100.0%
37.5%
NO
BSM Vendor 18
0.0%
0.0%
100.0%
0.0%
currently unavailable
0.0%
100.0%
99.7%
NO
BSM Vendor 19
45.2%
0.0%
94.8%
97.0%
currently unavailable
93.3%
95.2%
94.9%
NO
BSM Vendor 20
38.4%
0.0%
95.3%
100.0%
v1.1
94.1%
80.0%
94.8%
YES
14.4% (33%)
7.8% (31.9%)
57.4% (53.3%)
90.7%
88.0%
2 Different Issues – BSM Capability and End-User Compliance!
Grand Total
98.6% 39.9% (72.7%)
BSM Field Mapping Challenge
BSM Production Management Mapping
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
THE INFORMATION CONTAINED HEREIN CONSTITUTES PROPRIETARY AND CONFIDENTIAL INFORMATION OF AUDATEX. IT MUST NOT BE
COPIED, TRANSMITTED OR DISTRIBUTED IN ANY FORM OR BY ANY MEANS, WITHOUT THE EXPRESS WRITTEN PERMISSION OF AUDATEX.
Track Work-in-Progress
THE INFORMATION CONTAINED HEREIN CONSTITUTES PROPRIETARY AND CONFIDENTIAL INFORMATION OF AUDATEX. IT MUST NOT BE
COPIED, TRANSMITTED OR DISTRIBUTED IN ANY FORM OR BY ANY MEANS, WITHOUT THE EXPRESS WRITTEN PERMISSION OF AUDATEX.
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
THE INFORMATION CONTAINED HEREIN CONSTITUTES PROPRIETARY AND CONFIDENTIAL INFORMATION OF AUDATEX. IT MUST NOT BE
COPIED, TRANSMITTED OR DISTRIBUTED IN ANY FORM OR BY ANY MEANS, WITHOUT THE EXPRESS WRITTEN PERMISSION OF AUDATEX.
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)
THE INFORMATION CONTAINED HEREIN CONSTITUTES PROPRIETARY AND CONFIDENTIAL INFORMATION OF AUDATEX. IT MUST NOT BE
COPIED, TRANSMITTED OR DISTRIBUTED IN ANY FORM OR BY ANY MEANS, WITHOUT THE EXPRESS WRITTEN PERMISSION OF AUDATEX.
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
THE INFORMATION CONTAINED HEREIN CONSTITUTES PROPRIETARY AND CONFIDENTIAL INFORMATION OF AUDATEX. IT MUST NOT BE
COPIED, TRANSMITTED OR DISTRIBUTED IN ANY FORM OR BY ANY MEANS, WITHOUT THE EXPRESS WRITTEN PERMISSION OF AUDATEX.
Questions