RepairCenter™ Customer Experience Management (CEM)
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Drive Customer Satisfaction

RepairCenter™ Customer Experience Management (CEM) delivers accurate and impartial customer satisfaction results quickly, so you get a clear picture of your customers' experience immediately after the repair and can proactively resolve any issues.

RepairCenter CEM empowers you to move the needle on your customer satisfaction by providing the tools you need to:

• Improve communication and your connection to your customers
• Resolve customer issues proactively
• Identify improvement opportunities and prioritize operational enhancements
• Compare CSI (customer satisfaction indexing) results against peers
• Enhance DRP relationships with insurance carriers

The user-friendly CEM module simplifies the reporting process while giving you control over the type of customer satisfaction data you receive, how often you receive it, and how it is delivered to you. Dynamic reporting provides "real-time" data that you can trust as the basis for your most important business decisions. And CEM's automated reports and alerts keep you connected to your satisfaction results— so you can stay connected to your customers.

RepairCenter CEM is your direct line to the voice of your customers. Listening to their feedback is the best way to improve daily processes and consistently deliver the best possible repair experience. Your customers and insurance partners demand the best. The insights you gain through your CSI data empower you to exceed expectations and help to ensure that you've done everything within your power to make certain your customers are completely happy.

Powered by AutocheX, RepairCenter CEM is based on over 20 years of leadership in customer satisfaction measurement, reporting, analysis, and research. We measure satisfaction both on behalf of independent shops and across a broad spectrum of major insurance DRPs. No other CSI vendor can provide such a comprehensive picture of your customer satisfaction.

Improve satisfaction and loyalty to gain a competitive edge and bring more referral customers through your door.

In addition to advanced yet easy-to-use reporting features, the CEM solution includes:

• Survey questions proven to reveal the primary drivers of satisfaction with the repair experience
• Impartial data–your customers will tell us things about their experience they might not tell you
• Professional telephone interviewers who collect accurate and consistent information
• Real-time alerts when a customer responds negatively to a survey
• Industry-leading benchmarking information

For more information about RepairCenter CEM call 800-238-9111