IAG is trialling a series of innovative initiatives within its Partner Repairer network to test cutting edge technologies and streamlined processes to further improve quality, provide greater customer experience and return cars back on the road quicker.

An industry source close to the trial told Paint & Panel testing commenced in Sydney last month in Marrickville, with a further trial planned for Western Sydney over the next six months.

It is understood the trial will be extended to Victoria and Queensland prior to the end of the year.

The industry source said rumours IAG were buying up entire smash repair shops were “completely wrong” and “ a good story if you want to run a fear campaign”. 

The focus of the trial is to use technology and enhanced process and system design within the trial autobody shops to deliver greater results for the customer and the repairer.

Paint & Panel understands the trial involves a customer management centre where customers “drop and go’ with their car which is then sent on to the repairer.

IAG staff will meet and look after customers when they arrive at the management centre and manage the entire repair process for them. Mobility options including hire cars on site and a taxi service will be available.

IAG has previously stated that the major challenges in the autobody industry are consistent quality of repairs and in-shop service for customers. Under the trial, IAG will control the communication to the customer throughout the repair, leaving the repairers to do what they do best.

comments powered by Disqus