Data drives the factors that can make or break a network and affect how performance is measured. (Photo: Fotolia)
Maintaining robust coverage and stellar customer service in a residential property contractor network requires addressing the concerns of all stakeholders as quickly and adeptly as possible.
As a managed repair provider, the road to improving network management requires strategic analysis of several factors, including geographic network coverage, contractor onboarding and performance management, and communication. In our case, it meant switching from an outdated legacy system to a cloud-based mobile claims management platform — one that all stakeholders can access.
The benefits of one streamlined and easy-to-use system are paramount to improved communications with all parties, greater transparency and better data collection.
One cloud-based system with a portal that allows stakeholders the ability to update a claim in real-time enhances communication immediately — you can imagine homeowners' anxiety as they await repairs to their homes. Regardless of what may have caused the damage, they are understandably anxious to know the status of their claim, especially if they are still residing in the home as it is undergoing repairs. If, for example, there is a project delay, a contractor may only notify an adjuster. If the homeowner isn't notified, this can affect their perception of customer service. A cloud-based system that offers access to all stakeholders helps bridge that communication gap.
|Contractor onboarding
Chief aspects of contractor vetting include evaluating a client's geographic need, confirming the existence of brick and mortars, and ensuring that the contractor has been in business for at least three years. An internal administration team runs credit and background checks, and reviews certificates of insurance to make sure the required coverage is in place.
Beginning with credentialing guidelines, the process of vetting and onboarding a property contractor could take anywhere from two to three weeks. With the addition of mobile cloud computing, that timeline can be reduced to as little as two or three days on average.
|Strategic data analysis
Data is important for several reasons. It drives the factors that can make, or break, a contractor network. Data drives how we measure performance. The problem with data is that it is often collected in a myriad of ways and stored on separate systems. Our goal was to utilize one reporting system with all data contained within it.
For example, a snapshot of a contractor's performance can be reviewed by their last five jobs, within the past six months or by year. We can provide scorecards on individual performance. Switching to a performance-based model will incentivize contractors because those that perform better will gain more jobs.
Other key performance indicators measured include estimate return time, estimate accuracies, adherence to the restoration period and warranty obligations.
Another benefit of moving to a cloud-based mobile platform is integrating with widely used industry programs, such as Xactimate – a tool used by contractors and insurers for estimating residential property repairs. It's a massive resolution to the issue of contractors having to update multiple systems. Reducing contractors' time on administrative tasks will translate to increased efficiency and quicker job completion.
Innovation through cloud technology and strategic data analysis offers benefits to all stakeholders within a network, including improved communication, efficiency and performance, resulting in greater customer satisfaction.
Pete Douglas ([email protected]) is chief operating officer for Innovation Group North America, which provides comprehensive operational support and a range of expert services to the world's leading insurers, brokers, fleet managers and automotive manufacturers.
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