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ICBC Renews Customer Satisfaction Agreement With Mitchell International
| Source: Mitchell International
SAN DIEGO, CA--(Marketwire - September 19, 2007) - Mitchell International, a leading provider of
performance management solutions to the automotive insurance claims and
collision repair industries, today announced a renewal agreement with
Insurance Corporation of British Columbia (ICBC) for customer satisfaction
indexing (CSI) services to be provided by AutocheX, Mitchell's
voice-of-the-customer performance management group.
AutocheX has managed the customer satisfaction program for ICBC's
accredited c.a.r. shop Valet program since 2004. The new agreement extends
through 2011 and includes voice-to-voice customer contact, problem
recognition and notification, and detailed management reporting. As part of
the agreement, Mitchell also worked with ICBC to migrate the AutocheX
customer satisfaction data to Mitchell's Canadian-based data processing and
reporting center. Collision repair shops that participate in the ICBC
c.a.r. shop Valet program started accessing their customer satisfaction
data on the new Canadian-based Web site on September 1, 2007.
"Through the joint efforts of ICBC, Mitchell San Diego, and Mitchell
Canada, the AutocheX application is up and running at the Canadian
processing and storage center," said Mike Jerry, Vice President and General
Manager, Mitchell Canada. "This data migration presented some interesting
challenges and required a considerable investment in resources, but we are
very pleased with the outcome. We look forward to continuing to provide
ICBC and their collision repair partners accurate, timely, and meaningful
voice-of-the-customer data," added Jerry.
Frank Fekete, Director of Material Damage Services for ICBC, said, "We
appreciate the investment Mitchell has made to move the AutocheX data and
reporting system to the Canadian center. AutocheX is a part of ICBC's
overall commitment to customer service. Through its ongoing measurement of
customer satisfaction at ICBC c.a.r. shop Valet facilities, we can work to
ensure our customers receive safe, quality repairs that are guaranteed for
as long as the customer owns the vehicle."
Under the new agreement, ICBC has enhanced the customer satisfaction
service for the c.a.r. shop Valet program participants to include real-time
"Customer Alerts" that AutocheX will e-mail to ICBC when the customer
survey is completed. "This will help ICBC to be more proactive in
identifying and assisting the collision repair facility resolve customer
issues," said Kevin Ballance, Manager of Accreditation Programs for ICBC.
"We are committed to helping our shop partners respond to the needs of our
customers and provide the best repair experience possible."
About Mitchell International, Inc.
Mitchell International (www.mitchell.com) is a leading provider of
information, workflow, and performance management solutions to the
automotive insurance claims industry, serving carriers, collision repair
facilities, and other commercial participants in the physical damage and
auto-related medical claims markets. Mitchell facilitates millions of
electronic transactions between more than 16,000 business partners each
month to enhance their productivity, profitability, and customer
satisfaction levels.
About ICBC Insurance
The Insurance Corporation of British Columbia (ICBC) is one of Canada's
largest property and casualty insurers with annual earned premiums of
approximately $3.3 billion, more than $10 billion in assets, and close to
5,000 employees. ICBC provides automobile insurance products to more than
three million policyholders province-wide along with driver and vehicle
licensing services. Annually, ICBC invests in loss management programs to
save lives and help reduce crashes. Dedicated to our customers and
performance based, ICBC views accountability as paramount and focuses on
constantly increasing value to customers while maintaining low and stable
rates. For more information please visit www.icbc.com.
About AutocheX
AutocheX is a leading provider of comprehensive and impartial
voice-of-the-customer measurement, analysis, and reporting for the auto
physical damage claims industry. Founded in 1989, AutocheX conducts more
than half a million surveys annually for clients throughout the U.S. and
Canada, and maintains an industry benchmarking database that comprises
millions of completed customer satisfaction surveys. AutocheX is a fully
integrated business unit of Mitchell International.