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MQI - Replacement
| Question | Answer |
|---|---|
| What does ARM’s stand for? | Automated Rental Management System |
| What is ARM'S? | a web-based program used to communicate between Body Shops, Insurance companies and Enterprise |
| Why would body shops use ARM's? | to update repair status’, send reservations, pend rental tickets, keep track of LOR (length of rental), organization of customers in Enterprise |
| Do we charge shops to use ARM's? | no |
| What does CAR stand for? | Connect, Ask, Relay |
| What are some reasons body shop should use ARMS Auto? | Increase Efficiency with scheduling Reduce Cycle Time Reduce Length of Rental Increase Customer Satisfaction Direct communication to adjusters Special reporting features |
| What is ARMS Dealer/Web ? | A web-based program that allows a service team or an insurance company to create reservations. |
| How is the branch notified from ARMS Dealer/Web ? | it comes across as a Flashing Red Car |
| Why is ARMS Dealer/Web important? | The Direct Bill is authorized and can only be controlled by the dealership or the insurance company Dealerships or insurance companies can authorize extensions and print invoices directly from ARMS |
| What do you need to set up a Red Car ? | Car Class Authorized Policy Limits Deposit Requirement |
| Why is calling a red car quickly important? | Rental Ready 95% ESQI under 20 minutes/ 100% ESQI under 1 hour |
| Why is it important to capture 95% of ARMS reservations? | The reservation is already set up by the insurance company with direct bill approved The customer has filed a claim and needs a car The customer is anticipating our communication to plan for rental |
| What is the R4 plan? | Rental Ready 4 weeks in advance |
| What are some advantages of the R4 plan? | Rental ready Allows for us to schedule our day Scheduling gives more personalized attention to customers We can decrease transaction time and allow more time spent to sell at the car |
| How can you tell if a reservation is complete/ rental ready? | green check mark |
| What is our goal for being rental ready? | 80%/day |
| How do you know if body shop has created a reservation using ARMS? | You will receive a copy of the reservation to your branch email box A reservation will show in 2.0 on the date the vehicle is needed and is mostly blank with the rental type listed as “other” direct bill is NOT approved |
| When a shop creates a resv in ARMS with the direct bill NOT approved, what do you need to do? | First search open reservations to see if there is a duplicate. Change the DB and rate source to the insurance company listed in the notes If the ticket doesn’t get set up within 24 hours call the insurance company and request it |
| what information goes to your branch email box? | ARMS Auto Reservations Tow in/Exchange (Roadside Services) FBO delivery notification/reservations |
| What is a callback? | a ticket that requires attention such as extensions, payment updates, last days and rewrites |
| when it is appropriate to escalate a ticket? | After 10days of no update from ARMS |
| How does a shop close pend a ticket in ARMS? | Using the “Rental Returned to Shop” button within ARMS Auto program. Must plug in last 6 of the VIN from key tag and submit. |
| For everyday a ticket is close pended how much does ESQI decrease? | 1 point per day |
| What are some Dealership HOT buttons? | Timeliness Availability Like branded vehicles Correct invoices Length of rental CSI Loaner Cost Rental Management Lengthy Process |
| What are some Body Shop HOT buttons? | Timeliness Availability Friendliness Cleanliness Length of Rental Customer Pay Communication with Insurance partner Communication with Enterprise Lengthy Process |
| What are some Insurance companies’ HOT buttons? | Availability Rates Friendliness Length of repair Communication |
| Why do we have relationships with all levels at a dealership? | Each level of management has different expectations We need to communicate with the decision makers We have solutions for Hot Buttons for each decision maker |
| What is a sales call? | when you meet with a new or current account and you are trying to gain more of their business or add new business lines to their current program You are continuing to build your relationship to gain this business |
| What is a service call? | when you meet with a customer to check on service levels, address a problem that has happened, or do a “donut drop” |
Created by:
ERAC
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