Mitchell launches ‘reputation manager’ tool for collision repair firms

Technology and information solutions provider Mitchell International has announced the general availability of its RepairCenter Reputation Manager package.

The new offering “combines real-time text and email updates with advanced customer insights from satisfaction surveys and social media data to improve the repair shop and vehicle owner processes,” according to Mitchell.

The product adds online customer satisfaction surveys, and reporting and analytics technology for repair shops to identify steps in their process that can be improved, Mitchell said. It gathers data from open-ended survey questions and “social media chatter” and includes that information in a Customer Sentiment Dashboard.

Reputation Manager will also include Mitchell’s RepairCenter Web Status tool, a tool that allows shops to communicate the status of a repair to customers via an online web portal, email or text message.

The Reputation Manager package includes:

• Unlimited customer satisfaction surveys
• No DRP management fees
• Customer satisfaction data delivered in real-time coupled with action alerts
• Enhanced reporting, subscriptions, and employee performance monitoring
• Vehicle Status Messaging via email and text messages

“Customer retention and business growth go hand-in-hand, but until recently, repair shops haven’t had the breadth of automated tools needed to improve upon the customer experience,” said Anlin Sethi, senior manager of product management for auto physical damage solutions.

“By incorporating real-time interaction and engagement, alongside robust survey analytics, Reputation Manager allows repair shops to improve their reputation and build stronger customer bases.”