Assured Performance Network is now Collision Performance Network

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Good News Story of the Month: Andy’s Auto Body Collision Repair

Pictured are, from left: Chase Stewart, Andrew Powell, Andy Powell, owner, William Drlinger, Jerry Wall, & Bryce Gates

This month, we connected with Andy and Michelle Powell, the owner of Andy’s Auto Body Collision Repair, in Vandalia, Illinois, a Collision Center that has been open for almost 23 years! With a new baby and a new dream, the couple decided to take a leap of faith and start repairing vehicles in a shed outside their home. It started out with old vehicle restorations as Andy’s name started to get around. It was then that he decided to leave his job and start his own business with Michelle and their new baby by his side. They opened February 14th, 2000 in Brownstown, Illinois, which was the first newly constructed business in 31 years. Knowing that their business was gaining momentum, their confidence was high. Today they’ve grown to repair 40-50 cars per month while earning certifications such as Assured Performance, FCA, Nissan, Hyundai, Kia, and more. Stay tuned to learn why their decision to become a part of the Certified Repair Network has helped navigate their Collision Center toward greater success!

In 2018 Andy and Michelle decided to move their business to Vandalia, Illinois just west of Brownstown. With most of their business coming from this area, they either needed to build onto their business in Brownstown for a second time, or move to a new location. So that’s exactly what they did. There, they’ve grown to become the most popular Certified Repair Center in town with a waiting list of about 4 months. People don’t seem to mind though, because when they bring their vehicle to Andy’s Auto Body, they know their time and money will be worth the manufacturer specific Certified Repair and a family-like customer service they won’t receive anywhere else. Michelle tells us that “Cars don’t leave the shop without Andy’s seal of approval, because the car has his name on it and He wants it done right!”

With 7 total employees, Michelle and Andy being 2 of them, and with their own son as their painter, this family business has surely made a name for itself in this small town and has defined the term “quality service.” While the crew here works hard to set a high standard for their customers, Andy himself works harder. Instead of sitting behind a desk while observing his employees, he’s in the garage getting his hands dirty helping to repair every vehicle himself, so they’re up to his standards! “Over 20 years of doing things right. You have to do good by the customer and put them in a safely repaired vehicle. A simple job isn’t even simple when we follow particular procedures 50-60 pages long,” says Andy.

Keeping in mind that only 5% of body shops in North America have what it takes to become Assured Performance Certified, this Collision Center has worked day and night to become a 5-Star business. While being committed to a life of distinction, Andy’s Auto Body Collision Repair is constantly upgrading equipment while Andy brushes up on every new technique he can get his hands on. Taking I-CAR tests in his spare time, he prides himself on owning the best Collision Center in town. Michelle tells us that their “customers are the reason.” Confident that they have the highest education they can get in repairing vehicles the correct way, their customers know they will drive off with their family’s safety secured.

While Andy’s Auto Body Collision Repair is mostly known by word of mouth, they also run a local radio ad 2 times a day, along with Facebook ads, and full pages in the local newspaper.

With quality at the forefront, this family-owned business has its eyes set on the prize. Educating the public on the importance of a proper repair is one of the many things Andy’s Auto Body Collision Repair is passionate about. Powell has raised the bar of excellence when it comes to quality service, customer care, and giving his customers the peace of mind in knowing their vehicle is in the right hands. With the Assured Performance stamp of approval, Andy’s Auto Body Collision Repair has become a proud part of the Certified Repair Network.

If you live near Vandalia, Illinois, be sure to stop by Andy’s Auto Body Collision Repair, meet Michelle and Andy Powell and his amazing team and get a fully documented Certified Repair by Andy himself. You will be certain that your repair prioritizes the use of quality parts and manufacturer’s repair procedures.

6 TIPS FOR PROMOTING YOUR SHOP

Sharing Testimonials

Making sure your testimonials are in an easy-to-access spot on your website or social media is a great way to show your future (and existing) customers the great work that your business does. You can even offer incentives or raffles for the good reviews your customers give you. Being interactive and thoughtful with the people who appreciate the work you do is important in making them feel like their business matters. Not to mention, it’s free advertisement from a happy customer to give you great feedback you can share on any of the platforms you’re shop is featured on.

Social Media presence on multiple platforms / free

Being present on social media is a great way to update your customers. Not only can you offer coupons and daily deals, but you can also interact with future and existing customers. Your presence on multiple social media platforms shows you care about the appearance and reputation of your company. Customers can meet your employees and learn about the background of your business. Whether you opened 1 year ago or 50, your customers are curious about your business! (And again, it’s free!)

User Friendly Website

There’s nothing more frustrating than logging on to a website that’s unusable. Making your website attractive and easy to use says a lot about your business and capabilities. Now days, the easiest way to book an appointment or make a request is through the internet. It’s important to have your credentials, achievements, reviews, and appointment information on your website where it’s easily accessible to anyone wanting to service their car at your body shop. When a customer logs onto your website you want to make sure they know they will get the best service possible, and maybe even learn a thing or two about your business.

Interact with your customers online

Interacting with your customers shows you care about them and want their business. It’s also a great way to get your name out there and spread the word about the excellent services you provide. You can share a poll online to find out your customer’s opinions, or give them a chance to share their experience at your shop. Giving your customers a chance to speak to you and share their feedback gives your shop credibility and makes their interaction personal.

Be easy to contact. Let Your customers know they’re not just another call

When a customer needs their car fixed most times they don’t have days to wait on a call back from you. Having a happy voice picking up the phone ready to answer any question they might have is great customer service. Quick responses to emailed questions or a voicemail will ensure you’re not losing business.

Share thoughtful information on your platforms

Sharing facts and tips for your customers is a great way to keep them entertained and informed on your social media platforms. Fact Fridays, Tip Tuesdays or Daily Deals are a great place to start. It takes less than 10 minutes to find an interesting fact or tip from a reliable source online and share it with your followers! Posting interesting, entertaining and thoughtful information will keep followers tuned in to your online presence.

Good News Story of the Month: Stewart Auto Repair

This month, we connected with Jenna Werner, the general manager of Stewart Auto Repair in Winter Haven, Florida. Opening in March, 1998, David and Donna Stewart had a new dream. With a newly empty nest, they had a vision and a plan. They opened Stewart Auto Repair and it’s grown to become one of the most loved Collision Repair Providers in central Florida. Their daughter Jenna and her husband, Jason Werner, who now help run this body shop, pride themselves on the continued growth and customer loyalty they’ve received over the years. What started out as a dream and a 4-man team, turned into a thriving Collision Center with 32 members on staff almost 24 years later.

While keeping their solid ratings and reviews on Yelp, Google, Facebook, and other platforms, this body shop has retained it’s solid reputation and family name for years. Their continued customer loyalty has made it hard for big name vehicle repair companies to start up anywhere near them. This goes to show, the staff at Stewart Auto Repair doesn’t accept the standard service, but will go above and beyond fighting for their customer’s right for a correct and safe repair. “You won’t find another group of people who care more about getting the customer what they deserve,” says Jenna.

While it slowed for a few weeks at the start of the pandemic, Stewart Auto Repair is back to servicing an average of 130 vehicles monthly. By implementing virtual estimation, they’ve been able to safely communicate with customers better than ever.

Appointed by the Florida Department of Agriculture and Consumer Services, Body Shop Owner, David Stewart, has been a member of the Motor Vehicle Repair Advisory Council since April of 2019. As Automotive Collision Shops Representative, David’s council advises the department on situations advancing industry standards and practices that require his technical expertise and consultation. Promoting consumer protection in the motor vehicle repair industry, the owner of Stewart Auto Repair has a valued voice when it comes to making changes in the favor of Florida’s everyday vehicle owners.

Through Assured Performance, Stewart Auto Repair holds a number of certifications including FCA, Nissan, Hyundai, and Kia. Being certified is one of the highest standards this body shop holds. “If you are truly dedicated to performing correct repairs, and already have the equipment, training, and discipline required, then it’s a no-brainer going the extra step to get Certified,” states Stewart.

Jenna educates by explaining that less than 4% of Florida’s collision centers even hold OEM Certifications. While urging others to do the right thing and to take pride in the work they do, Stewart Auto Repair is a strong advocate for certified shops throughout the state of Florida.

By using CollisionLink, Stewart Auto Repair has access to tens of thousands of OEM parts, and can improve the speed and accuracy of the repair process for your own vehicle. With customer safety and satisfaction being the top priority, Stewart Auto Repair offers Fully Documented Certified repairs. Meaning, you walk away holding a document that proves they followed the Manufacturer’s technical repair procedures to give you a proper repair while retaining the value of your vehicle. Instead of leaving the shop uncertain and worried you’ll have to come back, this document is the customer’s proof of safety.

Stewart Auto Repair has been turning heads now for over 2 decades. It’s popularity stems from word of mouth and it’s stellar reputation. Their mission statement promises to “exceed customers’ expectations by delivering exceptional quality and service through honesty, integrity, and professional excellence.” You can follow along and get more information through their Facebook Page.

If you live near Winter Haven, Florida, be sure to stop by Stewart Auto Repair, meet Jenna Werner and this amazing team and get a fully documented Certified Repair by one of their well-trained technicians. You will be certain that your repair prioritizes the use of quality parts, manufacturer’s repair procedures, approved paint systems, and completed ADAS and calibrations.

The APN Team attended & participated in the 2021 Mopar Service & Parts Business Conference in Orlando Fl

The Assured Performance Team was pleased to attend and participate in the 2021 Mopar Service & Parts Business Conference in Orlando Florida, the largest conference in America solely dedicated to customer retention through service. Assured Performance was one of 120 exhibitors, and hosted two breakout sessions, where they informed dealers of the importance of Certification, and working with their local Certified shops.

The event was a huge success for MOPAR with over 850 dealership attendees, and 40 breakout sessions, focusing on consumer satisfaction. The Assured Performance team was able to meet with industry partners and MOPAR executives to discuss 2022 objectives and the importance of Certification. The conference unified participants and vendors, and all participants left with strategies to make 2022 a success.

Industry News— ShopOps Tip of the Month!

This month, our ShopOps Tip of the Month is to view our new and improved Industry News section in ShopOps.

Industry News helps you stay up-to-date through a convenient feed of the articles that you care about most. This includes content from Repairer Driven News, CollisionWeek, and more!

Why ShopOps Should Be Your Destination for Industry News:

Patrick Porter, Director of Technical Compliance and Business at Assured Performance, recommends that all shops add “Industry News” to their daily reading list.

“It’s so important to stay current with the industry but it can be hard to find key news all in one place. ShopOps: Industry News is the most convenient way to find out the latest information.” The feedback he receives from our Network is that it’s nice to have a user-friendly way to read important Industry News.

Patrick has been in the industry for over 30 years as a shop owner, shop manager, I-CAR instructor, and now the Director of Technical Compliance and Business. Working for Assured Performance allows him to help shops see direct results and maximize their Certifications through the Certified Repair Option (CRO) and the many tools we offer in ShopOps.

How to Access Industry News from ShopOps
1. To get started, go to www.assuredperformance.net and log into your ShopOps account.

2. Upon logging in, you will then view the “Dashboard” for your account.

3. Read “Industry News.”

Watch a video version of our ShopOps Tip of the Month on how to view your Industry News within ShopOps.

Let us know how you enjoy our “Industry News” updates in ShopOps!

For assistance with any aspect of your shop management, please connect with our team at (949) 221-0010 or visit www.AssuredPerformance.net to log into your account or sign up!

You can reach Patrick Porter directly at patrick.porter@assuredperformance.net.

FOR IMMEDIATE RELEASE: Assured Performance Launches its Integrated Repair Documentation System (RepairDOC) in Spanish

Aliso Viejo, CA, March 16, 2021— Assured Performance today announced the official national release of the Spanish version of their revolutionary patent pending repair documentation app. While the English version of the app launched in 2020 (after years of development) this exciting addition means that RepairDOC will dramatically expand its reach and use across North America. Similar to its English-language counterpart, the Spanish version of RepairDOC is fully integrated with the same key data sources needed to provide a seamless and highly efficient method to electronically document every aspect of how a repair was performed, with what, and by whom.

By meeting the same quality of excellence standards found within the original smart process RepairDOC app, this Spanish language update continues the evolution of Assured Performance’s remarkable collision repair documentation system based on blockchain technology principles— thus ensuring that all documented proof is electronically verifiable, linked, or chained to the vehicle identification number (VIN), with all evidence maintained for the life of the vehicle. This gives Certified Collision Repair Providers the ability to produce a Certified Repair Certificate and create a fully documented final invoice for every consumer.

“By bringing the app to technicians in their native language, Assured Performance is taking another step toward ensuring efficiency and accuracy.” said Bill Smith, I.T. Director for Assured Performance, “Our Certified Network asked for the RepairDOC app in Spanish and we listened. RepairDOC en español interfaces seamlessly with each shop’s repair data and leverages a documentation system that is as simple as taking a selfie.”

Jason Coggeshall, Vice President of Strategic Initiatives for Assured Performance, explained, “RepairDOC gives bilingual technicians and Certified Collision Repair Providers the ability to quickly and easily save repair details such as scan data reports, use of factory parts and repair procedures, paint systems used, and each technician’s qualifications. We consider technology to be one of our strongest company assets and each detail of the repair is automatically connected to a VIN-based ‘Repair Docket’ created by our unique, patent-pending system.”

By launching RepairDOC in Spanish, the app is not only more inclusive but doubles down on the benefits for all parties involved: the repairer, insurer, and vehicle manufacturers who can now have visual proof …and the consumer— who will receive an official Certificate that their vehicle was properly repaired along with a fully documented final invoice that proves that they got what they paid for. Assured Performance’s turnkey system is the best method of evidence that the vehicle was repaired following manufacturer’s repair procedures, by properly trained technicians, using the correct tools and equipment, and was fully functional upon delivery to the consumer.

Coggeshall continued, “RepairDOC holds everyone accountable and mitigates liability exposure, with the needs of both English and Spanish speaking technicians in mind. Over the last year we have witnessed a massive shift in the collective mindset of our industry. Drivers are now demanding Collision Care on a widespread scale. Whether drivers request a virtual photo estimate or take advantage of convenient pick up and delivery options from one of the Providers in our Network, they can get a fully documented Certified Repair and an official serialized Certified Repair Certificate, culminating with fully documented final invoicing.”

The company has conducted exhaustive research and testing, which shows that repairs that are correctly documented through RepairDOC result in a potential savings of 8-14% in reduced friction cost and inefficiencies, which saves repairers and insurers (combined) an equal percentage of the LAE and settlement costs and reduces the need for costly on-site vehicle inspections, desk reviews and audits, supplement delays, diminished value or negotiating inefficiencies, and repair cycle delays.

Assured Performance will continue to work with OEM and industry partners as a technology solution-oriented asset, thus providing the industry with an open architecture business intelligent macro data management driven platform, and the ability to unlock new and better ways to do business.

ABOUT ASSURED PERFORMANCE COLLISION CARE:

Assured Performance Collision Care (www.collisioncare.org) is a nonprofit consumer advocacy organization and internationally recognized certifying entity established as a collaborative effort to address the critical industry need. Today, Assured Performance is the largest and most advanced repair-capable network of over 3,000 Certified Repair Providers in North America with strategic partnerships and official recognition by leading automobile manufacturers, insurers, and other industry stakeholders.

Media Contact: Jenni Walker

Marketing Director

(949) 221-0010 x 304

Jenni.Walker@AssuredPerformance.net

Press Release

FOR IMMEDIATE RELEASE:

Nissan North America Launches a Nationwide Consumer Campaign to Refer Consumers to Certified Collision Centers

Aliso Viejo, CA, March 9, 2021— Assured Performance today announced the success of Nissan North America’s new consumer campaign, which targeted 3.9 million Nissan customers and 500k INFINITI customers. Nissan’s consumer awareness campaign helps to further educate and refer their vehicle owners to their nearest Nissan Certified Repair Provider and provide them with important links and instructions. Nissan and INFINITI drivers across the country understand the importance of choosing a Certified Repair Provider. Assured Performance, who administers Nissan’s Certification program, reported an immediate impact from Nissan’s campaign and their National Certified Repair Network. The campaign launch resulted a tenfold increase in the number of hits on their locator.

Nissan’s campaign relied on creative and accessible messaging, including “What’s Done is Done, So Get Repairs Done Right.” and reminded drivers that they should always choose a Nissan Certified Collision Center for their repair needs. Nissan’s Repair Network offers consumers almost 100% demographic and geographic coverage across North America, thus enabling Nissan drivers to select a Certified Repair Provider that has met all of the critical requirements for business certification and has the ability to offer every customer a Fully Documented Certified Repair (when desired by themselves or their insurer). By providing Nissan drivers with a Certified Repair, these Certified Collision Repair Providers are best-in-class businesses of excellence that prioritize the use of Genuine Nissan Parts and provide proof of repair compliance. Another consumer favorite in Nissan’s digital advertisement was the mention of free towing options that allow Nissan drivers to enjoy complimentary collision towing to the nearest Nissan Certified Collision Center.

The success of Nissan North America’s consumer campaign has been highly successful and driven more volume to Nissan’s Certified Repair Network locations.

ABOUT ASSURED PERFORMANCE

About Assured Performance Collision Care: Collision Care (www.collisioncare.org) is a nonprofit consumer advocacy organization and internationally recognized certifying entity established as a collaborative effort to address the critical industry need. Assured Performance offers network administration and management through strategic partnerships and official recognition by leading automobile manufacturers, insurers, and other industry stakeholders including Nissan and INFINITI.

Media Contact: Jenni Walker

Marketing Director

(949) 221-0010 x 304

Jenni.Walker@AssuredPerformance.net

Leading National MSOs Commit to 100% Assured Performance Certification

FOR IMMEDIATE RELEASE February 16, 2021

Leading National MSOs Commit to 100% Assured Performance Certification

Aliso Viejo, CA, February 16, 2021—Today, Assured Performance announced that two leading national MSOs participating in their Certified Repair Provider Network have committed to 100% of their locations becoming Certified. Already touting the highest percentage of certified locations nationwide, their commitment to 100% compliance establishes Joe Hudson’s Collision Center and Crash Champions as undisputed market leaders. As part of their overall commitment, their locations will feature a Collision Care service experience with the consumer option of receiving a fully documented “Certified Repair.” Their strategy gives them a competitive market advantage throughout North America among large multi-shop operators (MSOs).

Joe Hudson’s Collision Center has 119 locations in Alabama, Florida, Georgia, Indiana, Kentucky, Mississippi, North Carolina, South Carolina, Tennessee, Texas, and Virginia. Cameron Dickson, the COO of Joe Hudson’s Collision Center, explains, “Our decision to be 100% Certified is an extension of our commitment to provide all of our customers with an excellent repair experience in a timely manner at every one of our locations … rather than only a select few.”

To ensure the integrity of their certification, the onsite inspection and internal auditing process is consistent with all repairers certified by Assured Performance. Each of their hundreds of locations are physically inspected using a patented geo-tracking app that electronically documents proof that they meet or exceed the highest industry standards. The app records images and even video to provide proof that the repairer possesses and employs the right tools, equipment, training, and facility modifications necessary to repair technologically advanced vehicles. The equipment serial number and model information are matched to a list of equipment that meets the manufacturers’ specifications. Secondarily, all proof is scrutinized through multiple steps and approvals. All electronic proof is safeguarded and maintained online and is accessible by participating OEMs and other collaborative entities. The adoption of the Certified Repair Provider standards and tools help to ensure that consumers receive a proper and safe repair.

Cameron Dickson further says, “Being a Certified Collision Repair Provider aligns with our mission statement—to give our customers the best possible repairs. The training and recognition that accompany Assured Performance Collision Care and Certification programs help us to fulfill our commitment to every customer.”

Crash Champions, whose brand continues to grow throughout the United States, is another key MSO committed to a Certified future. They recently made big news with their merger with Pacific Elite Collision Centers in Southern California … as well as the acquisition of Orange County’s powerhouse Fountain Valley Bodyworks’ two locations. Their growing footprint of 60 locations currently covers six states including Illinois, Ohio, Missouri, Wisconsin, Iowa, and California. They have also set their strategy on 100% Certified locations and offering their consumers a Certified Repair option.

Natalie Zajc, V.P. of Marketing, explains, “Manufacturer certifications have been the Crash Champions organization’s business focus over the last five years. As a company, we are dedicated to providing the safest repairs in the industry.”

Matt Ebert, Crash Champions CEO, elaborated that offering a Certified Repair is a key part of their larger organizational mission and said, “Our goal is to provide our team with the best tooling, training, and facilities so that every employee can maximize their true potential. As vehicle technology is changing rapidly, we remain laser focused on recruiting and retain only the best employees that the industry has to offer.”

Scott Biggs, Founder and Assured Performance Chairman of the Board, stated, “These leading MSOs, Joe Hudson’s Collision Center and Crash Champions, are setting the standards by which all others will be measured. They are employing a powerful market strategy by leveraging our multi-OEM Certification program and focusing on the highest quality repairs and customer satisfaction.”

About Assured Performance Collision Care:

Collision Care (www.collisioncare.org) is a nonprofit consumer advocacy organization and internationally recognized certifying entity established as a collaborative effort to address the critical industry need. Today, Assured Performance is the largest and most advanced repair-capable network of over 3,000 Certified Repair Providers in North America with strategic partnerships and official recognition by leading automobile manufacturers, insurers, and other industry stakeholders.

Media Contact:

Jenni Walker

Jenni.Walker@AssuredPerformance.net

(949) 221-0010 x 304

For Immediate Release: Assured Performance Introduces “RepairDOC Invoicing” to Automate Comprehensive Documentation for Certified Repair Provider Network

FOR IMMEDIATE RELEASE
February 9, 2021

Media Contact: Jenni Walker

Marketing Director

(949) 221-0010 x 304

Jenni.Walker@AssuredPerformance.net

Aliso Viejo, CA, February 9, 2021— Assured Performance, a non-profit consumer advocacy organization and internationally recognized Certifying entity for the collision repair industry, announced today the introduction of “Fully Documented Invoicing,” a new critical feature and function to their patent pending web application, RepairDOC. Now, vehicle owners and their insurers can receive a transparent and fully documented “invoice” that is system generated and largely automated. The final invoice, generated through RepairDOC, includes electronic proof of the key components of the repair: where it was repaired, how, with what, by whom, and if the vehicle was fully functional upon delivery (via scan code reports).

Assured Performance explains that “documented invoicing” is essential for all parties to address several major issues including quality, accountability, and liability exposure. Traditional estimating practices are filled with cost shifting repair and part substitutions that create severe inaccuracy, leaving the repairer and all related parties exposed to liability, without the ability to prove that a proper repair was performed.

Many of these issues have become paramount since the John Eagle Lawsuit settlement in October 2017. However, despite the serious consequences of that lawsuit, few changes have been made to the claims and repair process as a result. To compound the legacy issues, use of photo and code generated estimation exposes an even greater challenge to validate the actual damage and repair. The fully documented invoice system, RepairDOC, addresses these issues. Automated data validation makes the documentation process easy and efficient. RepairDOC relies heavily on data integration, with existing systems to auto-populate the “system-generated” final invoice following blockchain technology principles.

RepairDOC, which focuses on documentation, is not an estimating or price negotiation tool. The agreed-upon price of the final repair is unbuckled from the documentation and remains unchanged. The benefit is an invoice that can serve as evidence to protect the repairer, technician, insurer, and all other related or necessary parties. Another major benefit is that repair data will be far more accurate over time, which is critical for benchmarking and key performance analysis (KPI).

To make the documentation process thorough, yet quick and easy, RepairDOC leverages API data integration with all other touchpoints, including IPs, parts procurement, training history, scan data, etc. The critical data is auto-populated, requiring very little manual entry. Technicians even have a smart app that they use to document their work.

As an added benefit and value, when the documented “proof” meets the required criteria, the repair will automatically qualify as a “Certified Repair” for that specific vehicle through the Assured Performance system. According to research, a “Certified Repair” represents a far greater perceived value for consumers and creates confidence in vehicle value retention.

Assured Performance’s comprehensive Network of nearly 3,000 Certified Repair Providers now has full access and use of the new Invoice generating system provided through their ShopOps web portal.

“A fully-documented Certified Repair Invoice addresses some of the most critical issues exposed during the John Eagle case by providing proof of how the repair was performed,” stated Scott Biggs, founder, and Board Chairman, “This enhancement is essential for liability and enhancing consumer confidence, as well as repair integrity, data accuracy, and the ability to offer a ‘Certified Repair’.”

ABOUT ASSURED PERFORMANCE

More information about the background of a “final estimate” vs. a “fully-documented invoice” is found here: https://certifymyshop.com/news/opinion-perspective-a-final-estimate-vs-a-fully-documented-invoice/

Opinion Perspective: A Final Estimate Vs. A Fully-Documented Invoice

BACKGROUND – OPINION PERSPECTIVE

Today, most repairers provide a “final estimate,” which is based largely on the final price negotiated, but not necessarily on how the vehicle was repaired. Changes to the estimate impacts hours, parts purchase options, and other costs that affect the bottom-line price. To compensate, this habitual process is filled with cost shifting, conquesting, substitutions, and omission. This results in insufficient documentation of exactly how the vehicle was repaired, regardless of the price and historical data (which is often inaccurate).

In contrast to the current process, a “fully documented invoice” is just that – a final invoice that includes electronic documentation of exactly what was done to the vehicle and what parts were used, regardless of the price. The system introduced by Assured Performance unbuckles the “how to” from the “how much.” By separating these two elements in the final documentation process, the highest integrity of the repair can be achieved. The critical distinction is that the electronic documentation assures consumers and their insurers that the vehicle was properly repaired. In addition, vehicle manufactures now have confidence that the vehicle carrying their brands is safe and functioning, with official repair procedures properly followed. Possibly the greatest benefit to repairers, their technicians, and insurers, is that there is proof of how the vehicle was repaired as evidence to protect them, should they be faced with a lawsuit.

The fully documented invoice also supports the need and use of repair procedures, scanning and calibration, and professionally-trained technicians using the proper tools and equipment. Nothing about the invoice documentation changes the final agreed-upon price of the repair, which was established by the estimate. In effect, this new process allows a clear and distinct separation of “how to” from the “how much,” while acknowledging that both exist. This separation also falls in line with court precedence established by the NY Supreme Court ruling in the landmark case of North State Custom versus Progressive Insurance (2011).

While many insurers’ Direct Repair Programs require a “Final Estimate,” the nomenclature used indicates that it is still an “estimation” and not reflective of the total final amount even though it may be. Even more so, the final estimate most often lacks comprehensive electronic documentation that could serve as evidence and protect all parties in a court of law. Unfortunately, the current process has allowed all parties to maintain an artificial degree of “plausible deniability.” Looking forward, a change to the transparency of final work product and output of the repair is essential considering changing vehicle technology and reliance on photo estimating and other forms of digital and data generated estimates. Consumer and their insurers want to know with certainty that they got what they needed and paid for. Repair integrity is essential to the functionality and safety of the vehicle, as well as maintaining the vehicle’s value.

Document Manager — Your ShopOps Tip of the Month!

Ready for another ShopOps Tip of the Month?

In today’s virtual world, your status as a Certified Collision Repair Provider sets you apart and your Assured Performance membership tools can help you manage your business. Patrick Porter, Assured Performance — Regional Director, believes that Document Manager can help your Certified Collision Care business to stop shuffling papers and excel!

Patrick Porter explains,

“Many of the shops that I speak to have trouble keeping up with their own paper trail and would like to make every aspect of their business digital. Document Manager allows you to upload paperwork to your very own virtual file cabinet. That way, you no longer have to worry about losing paperwork or spending countless hours looking for an important document.”

Whether you decide to use Document Manager because your paper trail is overwhelming or simply want to aim high and maximize technology … uploading your files into Document Manager is an easy process.

“All you need to do is drag and drop important documents into customizable virtual folders!”

How to Get Started Using Document Manager in ShopOps!

Go to www.assuredperformance.net.

2. Log in with your ShopOps username and password.

3. Select “Document Manager”.
Be sure to choose the category you want! Admin, Sales, Marketing, Management, Insurer, Accounting, Parts, Paint, Education, etc!

4. Select the file you want to upload, then drag and drop in into “Document Manager”.

5. Search and find files using a simple keyword search, at any time!

Need more help with your ShopOps Management tools? Schedule a demo today!

Marketing@AssuredPerformance.net

Press Releases— Your ShopOps Tip of the Month!

Do your local media outlets know that you are Certified by Assured Performance and leading manufacturers? Are customers in your community aware that your facility stands out for having the right tools, equipment, training, technicians, and modified facilities?

Now is the time to let the public know about your Certified Collision Repair Provider Status!

It’s easy to submit your Official Press Release! All you have to do is answer a few questions and fill out a Press Release template – found within ShopOps. Our Marketing team will handle the rest! By using the best professional Press Release software available on the market, our team compiles a list of relevant media contacts in your area. We reach out to each contact, on your behalf, track progress and provide you with their contact information.

Once your Press Release is deployed, we send you a list of marketing strategies to engage the Media Contacts we connected with, a PDF of your official Press Release, and host a copy of your Press Release and photographs in our Official Blog!

How to Generate Your Yearly Press Release!

*Available at sign-up and once per year.

Go to www.assuredperformance.net and Log In.

2. Select the “Marketing” tab from the top Dashboard.

3. Next, select “Press Releases” from the tabs shown at the left of your ShopOps account.

4. Enter your Official Shop Name, the year your business was established, the owner’s information and your preferred media contact person. You will also select from one of eight ready-to-use quotes about your business!

5. Select “View and Approve”.

6. After reading through your Official Press Release mockup, select “Approved”, at the bottom of the page.

7. By selecting “Save and Continue” your Press Release will immediately be sent to our Marketing team, then deployed to your local media contacts. You can reach out to your Account Manager, at any time, should you have questions.

8. You will receive a notification when you have completed the Marketing Section of ShopOps.

8. After you receive your Press Release email from our Marketing team, be sure to post a link to your Press Release – as hosted in our Assured Performance blog – for additional social media exposure!

Contact us if you need assistance setting up any aspect of your ShopOps account! Marketing@AssuredPerformance.net

FOR IMMEDIATE RELEASE: Enhanced Quality and Safety Assurances for Customers of Stroyer Brothers Auto Body & Painting

Industry Certification Establishes New Standards for Collision Repair

ESCONDIDO- (July 17, 2020) – Stroyer Brothers Auto Body & Painting of ESCONDIDO is now a certified collision repair shop, which ensures customers that their collision repairs will adhere to the latest industry quality and safety standards. This new certification guarantees that collision repairs will be performed according to the manufacturer’s repair protocol by a properly trained and qualified technician, using the correct tools and equipment for the job. This certification was provided by Assured Performance Collision Care of Aliso Viejo, California, a nonprofit consumer advocacy organization that promotes automotive safety within the collision care industry.

The new certifications for Stroyer Brothers Auto Body & Painting comes with industry recognition by the top automotive manufacturers including Assured Performance, FCA, Infiniti, Hyundai, Kia. Stroyer Brothers Auto Body & Painting is now an integral part of the most advanced repair capable and efficient collision care network in the world.

“The technical complexities of today’s vehicles make it more critical than ever to choose a body shop wisely. We take pride in our highly trained technicians who use the latest tools and equipment to deliver a top quality repair, and provide the very best in customer service.”, said Chuck Stroyer.

The automotive collision repair certification process is rigorous and less than 5% of all body shops in the U.S. are able to meet the stringent requirements imposed by the manufacturers to ensure quality and safety in their repairs.

“Newer vehicles are manufactured with durable, lightweight materials and advanced technology, which means that a repair performed in accordance to the manufacturer’s specifications is more important than ever and ensures the safety and proper performance of the vehicle,” explained Scott Biggs, CEO of Assured Performance Collision Care. “Consumers need the confidence and peace of mind to know their vehicle is being repaired by a shop that has what it takes to ensure vehicle safety. We have certified more than 3,500 shops across the country to make sure consumers can have their vehicle repaired by a certified shop wherever they live, work, or travel.”

Assured Performance Collision Care is a nonprofit consumer advocacy organization for the Assured Performance Network (www.assuredperformance.net) – the largest and most advanced repair-capable network of certified automotive collision repair facilities in North America, with locations throughout the U.S. and Canada and partnerships with the top automobile manufacturers in the industry.

Media Contacts:
Stroyer Brothers Auto Body & Painting

Debbie Brown General Manager

(760) 743-5037 debbie@stroyerbrothers.com http://stroyerbrothers.com/

FOR IMMEDIATE RELEASE: Enhanced Quality and Safety Assurances for Customers of Proline Auto Body

Industry Certification Establishes New Standards for Collision Repair

BURLINGAME- (July 17, 2020) – Proline Auto Body of BURLINGAME is now a certified collision repair shop, which ensures customers that their collision repairs will adhere to the latest industry quality and safety standards. This new certification guarantees that collision repairs will be performed according to the manufacturer’s repair protocol by a properly trained and qualified technician, using the correct tools and equipment for the job. This certification was provided by Assured Performance Collision Care of Aliso Viejo, California, a nonprofit consumer advocacy organization that promotes automotive safety within the collision care industry.

The new certifications for Proline Auto Body comes with industry recognition by the top automotive manufacturers including Assured Performance, FCA, Nissan, Infiniti, Hyundai, Kia. Proline Auto Body is now an integral part of the most advanced repair capable and efficient collision care network in the world.

“We strive to provide the highest quality repairs for our customers. Our state-of-the-art facility and properly trained technicians enabled us to achieve this certified status. “, said Spencer Tse.

Media Contacts: Proline Auto Body

Marianne Hung COO

(650) 888-8138 Marianne@prolineautobody.com http://Prolineautobody.com

FOR IMMEDIATE RELEASE Enhanced Quality and Safety Assurances for Customers of The Body Shop

FOR IMMEDIATE RELEASE
Enhanced Quality and Safety Assurances for Customers of The Body Shop

Industry Certification Establishes New Standards for Collision Repair

DENVER- (July 15, 2020) – The Body Shop of DENVER is now a certified collision repair shop, which ensures customers that their collision repairs will adhere to the latest industry quality and safety standards. This new certification guarantees that collision repairs will be performed according to the manufacturer’s repair protocol by a properly trained and qualified technician, using the correct tools and equipment for the job. This certification was provided by Assured Performance Collision Care of Aliso Viejo, California, a nonprofit consumer advocacy organization that promotes automotive safety within the collision care industry.

The new certifications for The Body Shop comes with industry recognition by the top automotive manufacturers including Assured Performance, FCA, Nissan, Infiniti, Hyundai, Kia, Repair Capable – Ford Vehicles. The Body Shop is now an integral part of the most advanced repair capable and efficient collision care network in the world.

“We are thrilled to have achieved this certification and industry recognition. This certification tells our customers that they’re dealing with highly trained professionals who genuinely care about them, and will assure that their vehicle is repaired properly to ensure its safety and performance.”, said Akash Singh.

Media Contacts: The Body Shop

Akash Singh President

(303) 322-0018
thebodyshop@tbsrm.com http://www.thebodyshopllc.com/about.html

FOR IMMEDIATE RELEASE Enhanced Quality and Safety Assurances for Customers of Ed Martin Collision Center

FOR IMMEDIATE RELEASE
Enhanced Quality and Safety Assurances for Customers of Ed Martin Collision Center

Industry Certification Establishes New Standards for Collision Repair

Indianapolis- (July 15, 2020) – Ed Martin Collision Center of Indianapolis is now a certified collision repair shop, which ensures customers that their collision repairs will adhere to the latest industry quality and safety standards. This new certification guarantees that collision repairs will be performed according to the manufacturer’s repair protocol by a properly trained and qualified technician, using the correct tools and equipment for the job. This certification was provided by Assured Performance Collision Care of Aliso Viejo, California, a nonprofit consumer advocacy organization that promotes automotive safety within the collision care industry.

The new certifications for Ed Martin Collision Center comes with industry recognition by the top automotive manufacturers including Nissan. Ed Martin Collision Center is now an integral part of the most advanced repair capable and efficient collision care network in the world.

“We are thrilled to have achieved this new certification and official industry recognition. This certification further underscores the high standards of safety we maintain for our customers.”, said Mark Harrison.

Media Contacts:
Ed Martin Collision Center

Kathy Cameron Director

(317) 359-9231 kcameron@edmartin.com 802 N Shadeland Ave

Are Virtual Changes Here to Stay?

The amazing thing about technology is how quickly it can transform the way we live, work, and think. No one encounters this phenomenon more than Certified Collision Repair Providers. One question that many body shops are asking, since the start of the COVID-19 pandemic, is whether their standard of practice has changed, for good. Specifically, does the massive increase in shops relying on remote photo estimates or drop-off and delivery practices mean that virtual additions are now the gold standard? We spoke to several industry leaders about their perspective on these new, yet widespread, changes.

As essential businesses, Certified Collision Repair Providers were among the first to adapt to virtual tools during the pandemic.

Certified Collision Repair Providers within the Assured Performance Network have always stayed up-to-date with technology— from following manufacturer protocols, to improved tools and techniques. While in-person customer service has often been seen as a strength within each community, demand for virtual services changed overnight when states switched to “Stay at Home” orders. Body Shops had to create a working system that met customer demand. Now, even as states begin to reopen and loosen restrictions, Certified Collision Repair Providers continue to look for improvements to how they operate. These positive changes include using platforms such as the Assured Performance Certified Repair Option (CRO), BodyShop Booster, or photo estimate platforms like CCC Engage.

Ryan Taylor, CEO of BodyShop Booster, (www.bodyshopbooster.com) is one leader helping Certified Collision Repair Providers have easy access to the technology they’re now relying on. “COVID-19 changed our world forever and shops have had to adapt, to remain successful. The post COVID-customer wants to be dealt with virtually and shops must have the tools to communicate with that customer.”

According to Ryan, “Shops woke up overnight and realized that they need the ability to deal with customers virtually. The faster body shops respond to a customer, the more likely they are to be the collision shop that customer chooses. We all know an accident is a traumatic event… and people expect 24/7 communication from body shops, just as they have with their insurance companies.”

While that paradigm can sound dire to those of us adjusting from in-person services to virtual communication, Scott Biggs, the CEO of Assured Performance, views new technology as a positive customer service addition.

“Collision repair using virtual services is done at the speed of life, the way people want it to be. Offering pick-up and drop-off services has changed the act of coordinating collision repair from a major catastrophe to a relatively minor inconvenience. It allows shops to show their partnership with their customers and the insurance companies.”

Patrick Porter, Regional Director at Assured Performance, is a former body shop owner and manager who also regards the convenience of digital service or pick-up and delivery options as a great addition, “The theory that everyone has to go to a body shop to drop off their vehicle has now been proven to be a fallacy. We have shown customers a better way, where they can have their car picked-up and delivered. They trust the repair as Certified Collision Repair Providers can now produce a Certificate for each documented repair.”

How are shops (virtually) selling their services to customers, if each customer is contacting 3-4 shops at a time?

Another aspect for shops to consider is the marketing and sales aspect of their virtual communication. Ryan Taylor feels that virtual estimates must be part of an overall sales experience, “Unlike other programs, BodyShop Booster has an extensive amount of communication tools— including A.I. software that will answer phone calls and text customers around the clock. We have the ability to get towing services sent straight to the scene of an accident, along with virtual photo estimates and scheduling in-person estimates. There’s no way for a human to have that constant availability.”

How have your customers reacted to your business offering Certified Repairs through the Certified Repair Option (CRO). What about your use of virtual tools or drop-off and delivery services? Do you plan to continuing offering these tools in the longterm? Let us know about any changes to how your body shop operates or unique developments you’d like to see featured in our blog! Contact marketing@assuredperformance.net

Enhanced Quality and Safety Assurances for Customers of WOMACK AUTO BODY

FOR IMMEDIATE RELEASE

Enhanced Quality and Safety Assurances for Customers of WOMACK AUTO BODY

Industry Certification Establishes New Standards for Collision Repair

PORTLAND- (June 25, 2020) – WOMACK AUTO BODY of PORTLAND is now a certified collision repair shop, which ensures customers that their collision repairs will adhere to the latest industry quality and safety standards. This new certification guarantees that collision repairs will be performed according to the manufacturer’s repair protocol by a properly trained and qualified technician, using the correct tools and equipment for the job. This certification was provided by Assured Performance Collision Care of Aliso Viejo, California, a nonprofit consumer advocacy organization that promotes automotive safety within the collision care industry.

The new certifications for WOMACK AUTO BODY comes with industry recognition by the top automotive manufacturers including Assured Performance, FCA, Nissan, and Hyundai. WOMACK AUTO BODY is now an integral part of the most advanced repair capable and efficient collision care network in the world.

Media Contacts:

WOMACK AUTO BODY

James Wright
Manager

(503) 761-1549
james@womackautobody.com
www.womackautobody.com

Enhanced Quality and Safety Assurances for Customers of Wenzel’s Auto Body Inc

FOR IMMEDIATE RELEASE

Enhanced Quality and Safety Assurances for Customers of Wenzel’s Auto Body Inc

Industry Certification Establishes New Standards for Collision Repair

POCASSET- (June 25, 2020) – Wenzel’s Auto Body Inc of POCASSET is now a certified collision repair shop, which ensures customers that their collision repairs will adhere to the latest industry quality and safety standards. This new certification guarantees that collision repairs will be performed according to the manufacturer’s repair protocol by a properly trained and qualified technician, using the correct tools and equipment for the job. This certification was provided by Assured Performance Collision Care of Aliso Viejo, California, a nonprofit consumer advocacy organization that promotes automotive safety within the collision care industry.

The new certifications for Wenzel’s Auto Body Inc comes with industry recognition by the top automotive manufacturers including Assured Performance, FCA, Nissan, Hyundai, and Kia. Wenzel’s Auto Body Inc is now an integral part of the most advanced repair capable and efficient collision care network in the world.

“This certification supports our reputation for serving our community with superior customer service. We believe in providing our customers with the peace of mind that their vehicles are being repaired properly by highly trained professionals who genuinely care about them.”, said Dan Wenzel.

Media Contacts:

Wenzel’s Auto Body Inc

Dan Wenzel
President

(508) 563-6931
dan.wenzel@comcast.net
http://www.capecodautobodyshop.com

Enhanced Quality and Safety Assurances for Customers of Team Thompson Auto Body

FOR IMMEDIATE RELEASE

Enhanced Quality and Safety Assurances for Customers of Team Thompson Auto Body

Industry Certification Establishes New Standards for Collision Repair

LA HABRA- (June 25, 2020) – Team Thompson Auto Body of LA HABRA is now a certified collision repair shop, which ensures customers that their collision repairs will adhere to the latest industry quality and safety standards. This new certification guarantees that collision repairs will be performed according to the manufacturer’s repair protocol by a properly trained and qualified technician, using the correct tools and equipment for the job. This certification was provided by Assured Performance Collision Care of Aliso Viejo, California, a nonprofit consumer advocacy organization that promotes automotive safety within the collision care industry.

The new certifications for Team Thompson Auto Body comes with industry recognition by the top automotive manufacturers including Assured Performance, and Nissan. Team Thompson Auto Body is now an integral part of the most advanced repair capable and efficient collision care network in the world.

Media Contacts:

Team Thompson Auto Body

Ryan Thompson
manager

(714) 278-8080
ryan@team-thompson.com
https://www.team-thompson.com/

Enhanced Quality and Safety Assurances for Customers of Stewart Auto Repair, Inc.

FOR IMMEDIATE RELEASE

Enhanced Quality and Safety Assurances for Customers of Stewart Auto Repair, Inc.

Industry Certification Establishes New Standards for Collision Repair

Winter Haven- (June 25, 2020) – Stewart Auto Repair, Inc. of Winter Haven is now a certified collision repair shop, which ensures customers that their collision repairs will adhere to the latest industry quality and safety standards. This new certification guarantees that collision repairs will be performed according to the manufacturer’s repair protocol by a properly trained and qualified technician, using the correct tools and equipment for the job. This certification was provided by Assured Performance Collision Care of Aliso Viejo, California, a nonprofit consumer advocacy organization that promotes automotive safety within the collision care industry.

The new certifications for Stewart Auto Repair, Inc. comes with industry recognition by the top automotive manufacturers including Assured Performance, FCA, Hyundai, Nissan, and Kia. Stewart Auto Repair, Inc. is now an integral part of the most advanced repair capable and efficient collision care network in the world.

Media Contacts:

Stewart Auto Repair, Inc.

David Stewart
Owner

(863) 965-2030
jenna@stewartautorepair.com
http://www.stewartautorepair.com

Enhanced Quality and Safety Assurances for Customers of B & S Hacienda Auto Body

FOR IMMEDIATE RELEASE

Enhanced Quality and Safety Assurances for Customers of B & S Hacienda Auto Body

Industry Certification Establishes New Standards for Collision Repair

SAN RAMON- (June 11, 2020) – B & S Hacienda Auto Body of SAN RAMON is now a certified collision repair shop, which ensures customers that their collision repairs will adhere to the latest industry quality and safety standards. This new certification guarantees that collision repairs will be performed according to the manufacturer’s repair protocol by a properly trained and qualified technician, using the correct tools and equipment for the job. This certification was provided by Assured Performance Collision Care of Aliso Viejo, California, a nonprofit consumer advocacy organization that promotes automotive safety within the collision care industry.

The new certifications for B & S Hacienda Auto Body comes with industry recognition by the top automotive manufacturers including Fiat Chrysler, Assured Performance, Nissan, Hyundai, Infiniti, Kia, Repair Capable – Ford Vehicles. B & S Hacienda Auto Body is now an integral part of the most advanced repair capable and efficient collision care network in the world.

“Our business has been built on a foundation of excellence and ethical business practices. When an accident happens, it can be hard to know who to trust with your vehicle. This certification through Assured Performance gives our community that peace of mind.”, said Dolores Sanchez.

Media Contacts:
B & S Hacienda Auto Body

Tony Sanchez General Manager

(925) 580-7291 tony@bshacienda.com

Home

Join us for our Hyundai Town Hall Webinar!

Register HERE to attend our Hyundai Recognized Collision Repair Center Meeting.

Date: May 27th
Time: 1:00 PM (PST)
Register: HERE

Assured Performance Appoints Rachel Hinson Vice President of Network Support and Implementation

Laguna Hills, November 6, 2019 – Assured Performance is proud to announce the appointment of Rachel Hinson as Vice President of Network Support and Implementation sdd. Rachel will lead a team of over 20 professionals that provide network support and development activities, and new product and service line introduction for Assured Performance. Rachel Hinson resides in the greater Saint Louis area and has opened Assured Performance centralized offices in that area to better support the national network.

Rachel will be applying her extensive knowledge and experience in customer care to help drive adaption of the Assured Performance toolset, and other major initiatives planned for the future. For the past 19 years, Rachel was held roles as held the role of Director of Technology & Business Process with Enterprise Rent-a-Car.

“I’ve worked closely with Assured Performance for the last several years and admire what they have built. No other company offers the capabilities Assured Performance does,” stated Rachel Hinson. “I am thrilled to lead the Assured Performance Network Support Team to ensure our Certified Repair Providers and Network Partners are able to leverage our tools to maintain their market position as best in class and deliver documented Certified Repairs.” Hinson added.

“Rachel is a fantastic addition to our team with her extensive knowledge and background in network support. Rachel will be extremely beneficial to our Network,” said Scott Biggs, CEO of Assured Performance. “She has the leadership skills to help us deliver our next generation of business tools, marketing, systems and processes to support Certification.”

About Assured Performance:

Assured Performance Network is the largest most advanced repair capable network of certified collision repair centers with over 3,000 participating shops in North America. Assured Performance Network is composed of three organizations: A non-profit Certification and Consumer Advocacy Organization, a legal Co-Op, and a management company. Combined, they operate as a third-party administrator for body shop Certification, consumer awareness, network management, and rebate reward programs for several of the largest auto makers, manufacturers, and suppliers.

Assured Performance Launches Integrated Repair Documentation System and “Certified Repair” Program

November 4th, 2019, Laguna Hills, CA –Assured Performance, announced the official national release of their patent pending “repair documentation” system (RepairDOC) after years of development and several months of multiple pilot field tests. RepairDOC is integrated with key data sources needed to provide a seamless and highly efficient method to electronically document every aspect of how a repair was performed, with what, and by whom. The patent pending system follows blockchain technology principles to ensure that the documented proof is electronically verifiable, linked or chained to the vehicle identification number (VIN), and maintained for the life of the vehicle as evidence.

“RepairDOC” interfaces seamlessly with the shops’ repair data and leverages Smart apps for the technician so documentation is as simple as taking a selfie. Also, key data such as scan data reports, parts purchases, repair procedure use, and technician qualification is automatically connected to the VIN-based “Repair Docket” created by the system. As a result of what was learned through real world shop feedback during the pilots, shops are able to follow either a detailed quality control management approach, or use the program in freeform mode.

Now, all parties; the repairer, consumer, insurer, and vehicle manufacturer can have visual proof and an official certificate that the vehicle was repaired properly and if they got what they paid for. To do so, the turnkey system provides “evidence” the vehicle was repaired following OEM repair procedures, by a properly trained technician, using proper tools, and the vehicle was fully functional according to a final scan. This holds everyone accountable and mitigates everyone’s liability exposure. As an end result, the system provides an official serialized certificate illustrating the patent pending Certified Repair for that specific vehicle.

“RepairDOC helps to shift the emphasis from the exhaustive time spent estimating how the damaged vehicle might be repaired to how it really was repaired supported by electronic proof,” stated Scott Biggs, CEO and founder of Assured Performance. “Changing our collective mindset will be difficult for the industry, but as the research and testing have shown the reward is a potential savings of 8-14% in reduced friction cost and inefficiencies. Regardless, the new generation vehicles demand this level of quality and accuracy.

Assured Performance has teamed up with numerous industry transactional partners to create this new solution. They contend that repairers and insurers combined will save between 8 – 14% of the LAE and settlement costs by reducing the need for costly on-site vehicle inspections, desk reviews and audits, supplement delays, diminished value and negotiating inefficiencies and repair cycle delays.

Biggs added, “RepairDOC and the Certified Repair Option are meant to help all stakeholders across the industry keep pace with the vehicle technology and the increase in regulatory requirements,” he explained, “Working with our OEMs and other strategic partners, we are providing the industry with an open architecture, API driven platform to unlock endless new and better ways to do business. We are only limited by our imagination.”

About Assured Performance:

Assured Performance Network is the official Certifying entity for the collision repair industry and third-party administrator for Consumer Awareness, OEM Certification programs, Network Management, and Rebate Reward Programs for several of the largest auto makers, manufacturers, insurers and suppliers. Assured Performance Network is the largest, most advanced repair capable network of certified collision repair businesses with nearly 3,300 locations in North America.

For more information, contact Assured Performance: 949-221-0010

OE Certification: The New Mainstream

Original article posted by BodyShopBusiness, see original link here.

OE Certification: The New Mainstream

There are few people in the collision industry today who would deny the impact of OEM certification over the past five years. Remember, it was only in 2011 when we as an industry officially proclaimed that OEM repair procedures were the standard to be followed by those pursuing a safe and proper repair. OEM certification, if talked about at all, was used to refer to the specialized repair of high-end luxury vehicle makes. It implied the use of exotic repair techniques, working with high-tech materials, and required significant tool and training investments by a select few repairers.

The New Mainstream

Today, OEM certification has definitely gone mainstream. In fact, in many ways, it actually is the new mainstream. With multiple vehicle manufacturers active in the market with programs to identify, certify and support qualified repairers, the progressive shops are typically now looking for ways to harness their OEM credentials and leverage their unique qualifications locally. They’re also looking for ways to get the most return on their OEM certification investment dollar, an exercise that must consider the types of vehicles they’re most likely to see in their shops, the actual cost of certification by each manufacturer, the investment in tools and training, and any other incremental performance criteria that the shop must meet. Dealer body shops, independent repairers, and regional and national MSOs all appear committed to achieving OEM certification credentials at an astounding rate.

But it’s not just the shops that have recognized and embraced OEM certification. The information providers (CCC, Mitchell and Audatex) are racing to tie OEM repair requirements to onboard vehicle diagnostic data and translate that into usable inputs for repairers’ estimates and repair plans.

OEMs that had previously rejected the OEM shop certification concept now find themselves playing catch-up with the market and repositioning themselves to keep pace with their faster-moving competitors.

Insurers are also jumping on the bandwagon, as they have come to realize that their DRP model is now nearly 40 years old and today’s vehicle technology demands that repairs are performed according to precise specifications. Insurers are mining their data warehouses with the goal of improving their predictive capabilities for repair costs and processes, based on OEM technical requirements and historical repair experience.

The Numbers

To really appreciate the speed and scope of the spread of OEM certification across the repairer community, it helps to do a check of the latest “numbers.”

OEM certification now boasts North American market figures that represent well over 84 percent of all vehicle brands on the roadways. Now, more than 3,500 shops are enrolled in at least one OEM certification program. More than 2,800 are enrolled in just one joint-effort program through Assured Performance. That number is projected to reach approximately 3,600 shops by year-end 2018. At an average annual gross sales of more than $4.5 million, these collective repair providers are now responsible for over $16 billion of repairs, nearly half of all repair work performed in North American.

In a repairer market that consists of 30,000-plus shops, one may overlook the impressive achievement being made here. Consider that many insurer and fleet DRP networks have 1,000 to 2,500 shops (and most are eager to reduce this number to streamline administration and management). Current reports indicate that around 15 percent of all shops own a spot welder – a basic tool required for almost all types of certification. I-CAR reports that less than 20 percent of all shops are pursuing regular technician training.

When you put this in context, it seems that literally any shop that has the ability to achieve OEM certification criteria is actively embracing and pursuing it as a way to distance themselves further from their competitors and position them for future success. This is demonstrated by the 85-percent plus retention rate for Assured Performance’s certified network shops that must undergo an annual reassessment and approval process.

Beyond Core Certification Requirements

The dial has recently been turned up on OEM certification, and we’re talking about much more than just “adding teeth” with restrictions or mandates. The collective vision is to help drive shops to improved quality as well as greater business performance and production capabilities by offering incentives, business development support and critical business technology tools.

A major game changer and enabler is the development and recent release of several business software tools focused on enabling the repairers to become process-driven and more turnkey. These tools address critical business development needs that are not addressed nor are part of traditional “management systems” offered in the industry. These business development packages have been designed to help a shop maximize their overall business performance, manage quality and offer far higher levels of customer service. Ultimately, the goal is to help the certified shop achieve “5-star” status that ensures best-in-class service to their community.

The new certification programs also empower the shop with self-managed data analysis and the ability to track performance and target areas of opportunity for either enhanced profits or
improved efficiencies.

One such example is ShopOps, a system developed and provided by Assured Performance that includes a document warehouse, customer relationship management (CRM), automated mass marketing tools, documentation system, and a quality control and documentation program that includes smart apps for technicians. ShopOps is provided to all Certified Repair Providers at no charge through Assured Performance for all of the 2,800 to 3,600 shops in their joint-effort network.

More Than Just a Trend

Clearly, OEM certification has struck a chord, and thought leaders from all industry segments are adjusting their strategies to align better with its success. Industry consultants are now filling their coaching, on-site consultation, training and 20-group programs with the critical content needed for compliance and participation in the OEM certification programs. These programs are even becoming
generically referred to as certified repair programs, or CRPs, as they’re now dominating the marketplace.

CRPs are gaining a foothold in the market and are well beyond a trend. Now, leading insurers are embracing OEM certification credentials and exploring how they can enhance their existing DRPs. Several insurers expressed concerns about OE certification programs in the early years, believing that CRPs would create conflicting criteria to their longstanding DRP rules and processes. As the process has evolved and matured, however, this anxiety has been found to be misplaced.

Insurers have a vested interest in seeing that their policyholders’ vehicles are repaired properly and now, with the advanced-technology vehicles filling the roadways, see this as critical. The John Eagle legal award settlement is just the latest example of why this is so critical with today’s complex vehicles. It has increasingly become clear that there should only be one way to properly repair today’s vehicles. Doing anything less creates a potential liability chain that no shop or insurer wants to find themselves at odds with.

The proof is in the numbers. It does not cost more to repair a vehicle right by the right repairer. Insurers are master data analyzers, and the simple repair cost math as it relates to repairs done following OEM certified procedures has shown them (to their surprise) that such repairs are actually turning out to be less costly and carry a far higher CSI than repairs completed following outdated, non-approved methodologies by less well-equipped shops without documented technician training. It makes sense that doing the repair once, to
approved standards by trained personnel, will ultimately lower the average repair costs (and improve cycle times and their related spin-off cost drivers).

Summary

There seems little doubt that the OEM certification model will see only continued evolution and refinement in the coming years. With all the qualifying shops, some are suggesting that the next logical step will be the certification of the repair itself to OEM standards. The shop would continue to bear the responsibility for properly completing the repairs as it does today. But by following, documenting and attaching the related OEM-certified repair details to the vehicle’s history, they can deliver a “certified” repair, done by a “certified” facility and “certified” and trained personnel. This would be a game changer in the sense that repair quality would now be differentiated. And the implications are far reaching: consider the difference in diminished value that would exist between a vehicle that had an OEM certified collision repair versus one that was repaired using undetermined, undocumented processes.

Such a concept is not difficult to foresee, and the enabling repair documentation software (at no incremental cost) has already been built and made available to OEM-certified network shops. These sorts of records can be stored in the shop’s Amazon cloud account.

Progressive shops can see the opportunity to effectively protect themselves and ensure the highest proper repair quality – documented and accessible at any future date, should the need arise. It is truly a benefit in and of itself that could make the OEM certification process the right choice for any shop that today lacks such verifiable repair liability mitigation processes.

OE Certification: The New Mainstream

Original article posted by: BodyShopBusiness: http://www.bodyshopbusiness.com/oe-certification-the-new-mainstream/

OE Certification: The New Mainstream

The New Mainstream

The Numbers

To really appreciate the speed and scope of the spread of OEM certification across the repairer community, it helps to do a check of the latest “numbers.”

Beyond Core Certification Requirements

More Than Just a Trend

Summary

Assured Performance Announces Business Development Summit, August 8-10 at NACE Automechanika in Atlanta, GA

Laguna Hills, CA – Assured Performance, the largest Certified Collision Repair Network in the world announced details today for their 2018 Business Development Summit to be held August 8-10, 2018 at the NACE Automechanika trade show in the Georgia World Congress Center. The content-filled summit will follow a unique format and offer a wide variety of critical information and collaboration.

The main focus of the Summit will be on key elements for repair business success and excellence based upon the changing market and business demands. A unique twist to the Summit is the introduction of delegates and conducting issue–driven sessions. Certified Repair Provider “delegates” from all over North America will bring key challenges and topics up for discussion and they will be addressed by the collective group assembled throughout the Summit.

Through a series of presentations, demonstrations and panel discussions with subject matter and industry experts, attendees will have the opportunity to gain insight into industry trends and growth and profit strategies. They will also learn how to leverage business tools for greater business performance, quality integrity, growth, and financial success. They will learn 20/20 Management-by-Numbers using the 5-Star Business Performance Program.

The summit will also expose attendees to special consumer marketing and sales programs and the hidden linkage between vehicle owners, dealers and the OEM and Certified repair providers through advanced technology. Workshop topics will also touch on repair quality assurance and how to protect your business from litigation like John Eagle.

The Summit is open to Certified Collision Care providers, body shops, business development specialists and invited industry guests. The summit will include special networking receptions, dinners, luncheons and more. Pre-registration is required. Pricing is $1,250 per person and includes the Business Development Summit and registration for the NACE Automechanika trade show. Special programs are also included in the price.

To register or learn more about the Business Development Summit, visit our website at www.assuredperformance.net/events or call an Account Coordinator at (949) 221-0010.

To learn more about NACE Automechanika, visit the official website at: www.naceautomechanika.com

About Assured Performance:

Assured Performance is the largest network of Certified body shops with over 2,800 body shops participating. Assured Performance is comprised of three entities: A non-profit consumer advocacy organization, a legal Cooperative (Co-Op) and a management company. Combined, they are the industry recognized leader in Certification, collision business development and consumer awareness. www.assuredperformance.net.

Assured Performance Appoints Jennifer Jarzembowski National Director

Laguna Hills, CA – Assured Performance is proud to announce the appointment of Jennifer Jarzembowski as National Director of Certification Integration and OEM Account Manager. She will reside in and continue to work from Michigan. Jennifer will work with key OEM accounts, as well as their field certification auditor network using the Assured Performance proprietary technology-driven Network Management infrastructure recently announced.

Jarzembowski held a 24-year career with Axalta Coatings Systems and was most recently the OEM Aftermarket National Account Manager for their USA OEMs, Aftermarket Collision Programs and regulatory and product management support. Jennifer also had an 8-year career in the navy as a former Russian Linguist and US Naval Petty Officer. She also studied Languages and World Business at Eastern Michigan University.

“I am looking forward to this great opportunity to apply my extensive experience and knowledge to the powerful Network Management system Assured Performance has established,” stated Jennifer Jarzembowski, “I can now leverage the sophisticated on-site inspection apps, quality assurance tools, and end-to-end network management system to drive Assured Performance Certification to even higher levels of impact,” Jarzembowski added.

“We are thrilled to add Jennifer to our superstar team. Jennifer has a wealth of knowledge and hands-on experiences that will complement our team and help drive our capabilities,” said Scott Biggs, CEO of Assured Performance. “We are honored to have on board such an extremely well respected professional that is a perfect fit for our mission and purpose.”

About Assured Performance: Assured Performance is the largest network of Certified body shops with over 2,800 body shops participating. Assured Performance was created as a joint-effort initiative to provide body shop Certification for several of the largest automakers in the world covering over 60% of all vehicle brands on the road including but not limited to Ford, Nissan, Fiat Chrysler Automobiles (FCA), Hyundai, Kia and others. Assured Performance is comprised of three entities: A non-profit consumer advocacy organization, a legal Cooperative (Co-Op), and a management company. Combined, they are the industry recognized leader in Certification, collision business development, and consumer awareness.

Assured Performance Releases Certified Network Management System

Assured Performance, the country’s largest Certified Collision Repair Network, officially released their state-of-the-art Certified Network Management System to all interested OEM and collision industry stakeholders. The web-based turnkey system offers end-to-end network management features never before available in one system including tools such as 24/7/365 review and audit of all network members’ proof of compliance, on-demand and consumer awareness marketing, direct communications ability to shops and consumers, optics for demographic and geographic coverage and performance metrics, rebate and incentive administration, push-KPI performance reporting, and much more. The system is fully scalable, turnkey and cloud-based.

Their full service approach allows users to have best-in-class optics, control, and hands-on management. This exclusive network management platform is now available to OEMs, insurers, fleet management entities, MSOs/Consolidators, and others looking for a solution to create and manage their own network of Certified Collision Repair Providers. The Assured Performance Certified Network Management System is based on their multi-OEM Certified Collision Repair Provider network of nearly 3,000 certified repair providers representing over $12 Billion in annual sales.

The Assured Performance Network provides complete demographic coverage of North America and is nearing complete geographic coverage of the US. The system allows users with different needs to identify, select, monitor, measure, communicate with, and manage a targeted large-scale national (North America) network of Certified Collision Repair Providers.

Assured Performance is the market leader in real-world network management by delivering highly advanced technology backed by over 150 years of collision repair and OEM experienced professionals, turnkey processes, proven programs, integrated training, and data reporting. Assured Performance has built these powerful tools over the last 10 years to meet the expanding needs of the multiple OEM certification programs they administer, the company stated. Nearly all the features are offered exclusively.

“The massive investment to develop these tools was necessary to properly and efficiently manage our repairer network of thousands with the utmost of integrity,” explained Paul Massie, Vice President of Network Management and Integration for Assured Performance, “Now, other like-minded and aligned OEMs and industry stakeholders can leverage these tools to gain the efficiency and economies of scale we alone can offer with this system.”

ASSURED PERFORMANCE APPOINTS MASSIE VICE PRESIDENT OF NETWORK MANAGEMENT AND INTEGRATION

Assured Performance Network announces today that Paul Massie has been appointed Vice President Network Management and Integration for Assured Performance. Following his retirement after a 34-year career with Ford, Massie will be returning to the collision industry to help shepherd the introduction, use, and expansion of Assured Performance’s Certified Network Management systems. In his new position, he will assist existing and new strategic partners to leverage the turnkey systems and wide assortment of technically advanced network management solutions developed by Assured Performance.

Most recently, Massie comes to Assured Performance as Ford’s US Quick Lane Manager where he developed and led efforts to grow the Quick Lane Stand-Alone facility network. Previously, he was the Powertrain and Collision Product Commodity Team manager where he led efforts to launch a certified/recognized body shop network capable of repairing Ford’s High-Strength, Military-Grade Aluminum Alloy F-150 and collision customer education. At Ford, he split his career between working with dealerships in the customer service/fixed-operations areas of their business and in Dearborn within Ford Customer Service Marketing, Sales and Service operations. He was also former Chairman of the OEM Collision Repair Roundtable and an active participate in CIC for many years.

Scott Biggs, CEO and Founder of Assured Performance said, “Paul is a great addition to our team with his extensive knowledge and experience to help us drive all of our cutting-edge network management systems.” He added, “I’ve had the pleasure of working with Paul over the last 25 years so it was an honor to pull him back into our side of the industry and not let him get away to retirement.”

Massie said, “I have had a wonderful career as an OEM employee and I am pleased in my next phase of life to rejoin the Collision Repair Industry with this new position at Assured Performance. It gives me the best opportunity to help drive initiatives that will make major improvements to the collision and claims industry and advance Assured Performance towards their vision.”

About Assured Performance Collision Care™: Assured Performance Collision Care™ is a non-profit consumer advocacy organization specializing in the automotive collision repair market segment. Assured Performance works with the top automakers to identify, audit and promote collision repair providers that meet best-in-class business standards and the manufacturer’s requirements. Consumers can go to: www.assuredperformance.net or www.autobodylocator.com to find a list of Collision Repair Providers.

Kia Partners with Assured Performance to Launch the Kia Recognized Collision Repair Facility Program and the Kia Recognized WholesaleDealerProgram

October 5, 2017– Laguna Hills, CA –Kia Motors America (KMA) announced today they are entering into a strategic agreement with Assured Performance Network to develop, launch, and manage its Recognized Collision Repair Facility program and the Kia Recognized Wholesale Dealer program. KMA will be an integral strategic partner, leveraging the joint-effort collision repair facility certification services, infrastructure, and turnkey program offered by Assured Performance’s Certified Collision Repair Program.

Assured Performance’s Certified Collision Repair Program allows independent collision repair facilities to meet the qualifications necessary to be recognized by KMA as a collision repair facility of choice for its customers. The Certification program will ensure that Kia owners can choose a Certified collision repair provider that has the proper tools, equipment, training, and facility required to repair their vehicle to OEM specifications while maintaining the vehicle’s fit, finish, durability, functionality, and safety.

By leveraging Assured Performance’s Certification process, Kia is able to reduce redundant costs, making Certification more affordable for dealerships and independently-owned repair shops.

All Certified facilities will automatically have the option to be recognized by KMA as a Recognized Collision Repair Facility on October 23, 2017, and will receive special Kia Recognized signage as part of the integrated Certified Collision Care program. This strategic partnership reinforces the business strategy and slogan of the joint-effort certification program, “Certified Once, Recognized by Many.”

Greg Silvestri, Executive Director, Service Operations, KMA, said, “Our commitment to our customers starts when they purchase their vehicle, and this includes building a network of Recognized Collision Repair Facilities.”

Scott Biggs, CEO of Assured Performance commented, “We are proud to partner with Kia to add the Certified Collision Repair Facility Program to our growing list of OEM partners. We are not only helping the body shops, but our national network helps auto manufacturers fulfill their commitment to their customers.”

Assured Performance Network is working with the nation’s top collision repair businesses that have met or exceeded Assured Performance’s advanced technical requirements to become officially Certified. Assured Performance Certified Collision Repair facilities are currently in every state, in every metropolitan and most micropolitan areas across the country. The Assured Performance seal of approval provides top performing collision repairers a way to gain recognition for their investment in their business and differentiate themselves in their market.

About Kia Motors America: Headquartered in Irvine, California, Kia Motors America continues to top quality surveys and is recognized as one of the 100 Best Global Brands and 50 Best Global Green Brands by Interbrand. Kia serves as the “Official Automotive Partner” of the NBA and LPGA and offers a complete range of vehicles sold through a network of nearly 800 dealers in the U.S., including cars and SUVs proudly built in West Point, Georgia.

About Assured Performance: Assured Performance Network is composed of three organizations: A non-profit Consumer Advocacy Organization, a legal Co-Op, and a management company. Combined, they operate as a third-party administrator for Consumer Awareness, Body Shop Certification and certified rebate reward programs for some of the largest auto makers including but not limited to Ford, Nissan, Fiat Chrysler Automobiles, Infiniti, GM, and Hyundai. Assured Performance Network is the largest most advanced repair capable network of certified collision repair centers with over 1,900 participating shops.

Visit www.assuredperformance.net for more information.

Certification: Not Just a Fad

Original article and all content provided from BodyShopBusiness.com, September 26, 2017

Certification: Not Just a Fad

According to vehicle manufacturer records, in 2012 there were fewer than 350 body shops claiming OEM certifications in North America. Now, there are 10 times that many OEM-certified collision repair providers. In less than five years since mass-market OEM body shop certification was launched, more than 3,500 collision repair providers are now carrying the official certification of one or more auto manufacturers. More astounding is the fact that these OEM-certified repairers now account for over one-third of all of the collision repair work revenue performed in the country.

OEM certification is no longer viewed in the industry as an elitist pay-to-play program or as a perk for just a select few shops that have a special arrangement with their OEM dealership. In a relatively short time span, OEM certification of body shops has skyrocketed. The question is, why? How did this happen? And why now?

Trends

There are many trends driving OEM certification, the most obvious being the vehicle technology itself. Simply put, the vehicles manufactured today and in the future cannot be repaired the same way they were in the past. They cannot be properly and safely repaired following the old repair methods using the same tools and equipment if they are to meet OEM specifications.

Manufacturers must meet the consumer demands for advanced feature functionality and comply with the regulatory requirements for lightweighting vehicles (CAFE). Manufacturers use materials such as high-strength and ultra high-strength steel, aluminum and advanced composites, and have added advanced driver-assistance systems (ADAS) and accident-avoidance technology. These changes to the vehicle make repairing these next-generation vehicles beyond the technical capabilities of most shops in the market today. According to I-CAR, this “technical tsunami” will not stop.

The manufacturers know this, and so do the insurers and the various tool and equipment vendors. And now, more and more repairers are learning that if they want to properly and safely repair these next-generation vehicles, they must have the right tools, equipment and training.

But does the consumer know? How does the vehicle driver know which body shop can properly and safely repair their vehicle? How does anyone know the difference from the outside of the repair facility before it’s too late? The answer seems to be OEM certification. OEM certification is the official designation by the auto manufacturer that illustrates that the certified repair provider possesses the right tools, equipment, training and facility modifications to properly repair their vehicles to OEM specifications to ensure the fit, finish, durability, value and safety of the vehicle.

There are many other factors driving shops to get OEM certified, especially competition. As the market shrinks, securing new customers and protecting market share has become a high-stakes battle. Now, recruiting and retaining qualified employees has become the new war zone. In both cases, a certified repair provider represents an obvious and better choice.

“Certified” status gives the business a competitive edge at a time it’s most needed to survive and prosper. Surveys show that consumers choose “certified” over non-certified choices nearly three to one. The same was true in a 2016 survey of employees, in which nearly 75 percent said they would rather work for a certified business than one that does not carry the same credentials.

Even customer confidence is higher with a manufacturer’s certified repair provider than a shop they selected by themselves, and even one recommended to them by an insurer. According to CSI comparative statistics, customer satisfaction is several points higher for certified repair providers over the general market or DRP networks.

Customer Appeal

According to a J.D. Power presentation in April 2016, more and more consumers are making a buying choice based upon advanced technology and creature comforts that make their vehicle a “specialty vehicle” in their minds. Therefore, it’s easy to see why approximately 75 percent wanted a “specialist” (i.e. certified shop) to repair their vehicle to manufacturer’s specifications. Additionally, 62 percent of consumers reported they felt “more confident” of the repair and their anticipated experience when they learned that the repair business was “certified by the factory.” Perhaps OEM certification is the mechanism that best-in-class shops have needed to make a clear distinction between their business and all the rest.

Consumer Awareness

Today, automakers are using a wide range of tools and communication options to educate the consumer and make sure they look to a certified repair provider should they need one. In July 2017 alone, over four million emails were sent to new vehicle owners by only two OEMs, Ford and Hyundai. Over the course of a year, well over 10 million consumers will receive one or more messages reinforcing the importance of selecting a certified repair provider to safely repair their branded vehicles.

Several of the major OEMs, whose combined vehicle market share exceeds 65 percent of the vehicles on the road, have online certified body shop locators, and most now have consumer-facing smart apps. These tools are used to direct consumers to a certified shop based upon the year, make and model of the vehicle. The online shop locators and apps even allow the consumer to set an appointment, much like the assignment function in insurer DRPs. The ease and convenience of these marketing and customer service tools makes selecting a certified shop that’s a specialist easy for consumers.

Online shop locators and smart apps are also assisting insurers in identifying which repair providers are certified to repair specific specialty vehicles. AdvancedRepairCapable.com, a website that was built specifically for the claims community, searches for a certified repairer based upon location and the VIN or year, make and model.

Insurers

After several years of hesitation, a growing number of insurers are throwing their support behind the value of OEM certification, too. Several are now expecting their DRP network shops to become OEM certified. The resistance to certification seems to have vanished as insurers have discovered that the OEM certification programs are not about driving parts-purchasing habits or increasing their loss severity or loss adjustment expense (LAE). Statistics illustrate that “it does not cost more to have a vehicle repaired right by the right repairers.” More and more insurers now understand how important it is for all concerned that the new-generation vehicles are repaired correctly.

Many insurers see OEM certification as a complement to their DRP. They’re beginning to embrace the value and importance of OEM certification for the safety of their policyholders and to ensure they have a repair referral choice that can properly repair the next generation of vehicles. Internal announcements from several insurers have urged their DRP network shops to “get certified.” As a result, the insurer support has accelerated the adoption of certification for many shops, especially with MSO organizations.

MSOs

For years, some large MSOs only toyed with OEM certification. Now, nearly all the large MSOs and franchisers have many of their shops officially certified.

There is a definite migration by the MSOs toward getting all their locations officially certified by multiple automakers. Caliber Collision Centers reported that, at the time of this article, they had more than 368 different OEM certifications across more than 270 of their shop locations, and are adding more of their shops daily. Service King reported in July that they were adding 50 of their shops to Honda’s ProFirst program, and they already have more than half of their shops on Assured Performance’s joint-effort certification program representing Nissan, Ford, Hyundai, Ford, FCA and others. And nearly all the other large MSOs and franchisers now have many of their shops officially certified.

How Did This Trend Start?

OEM certification in one form or another has been around for years. Toyota’s certification program is now over 20 years old but has only a few hundred dealer-owned body shops, while over 85 percent of their vehicles are repaired by independent repairers. Many of the European vehicle manufacturers like Audi, Mercedes, Porsche and Jaguar have had programs that are heavily dependent on specific equipment and manufacturer training, and most are restricted by dealer sponsorship or even dealer ownership. The result is that only a few hundred certified repairers (or less) participate in each of these OEM certification programs.

The avalanche in OEM certification occurred when several of the mass-market OEMs joined together to ensure that thousands of shops would have the right tools, equipment, training and facility requirements to properly and safely repair the massive wave of next-generation vehicles. In just five years, over 240 vehicle models from over 20 manufacturers underwent significant redesign. In spite of the fact that the new features are most often closely-held secrets, the redesigns are known well in advance by the manufacturer’s engineers and marketing people. They knew the collision repair industry was unprepared for the future.

In 2012, FCA was the first to leverage the mass-market turnkey approach, followed shortly by Nissan, Ford, and then Hyundai. They broke with the old OEM certification model and allowed independently-owned repair businesses to earn their official credentials. To manage their individual and collective network, they leveraged a common technological infrastructure, human support, on-site inspection and auditing process to provide proof of compliance for thousands of repair businesses. They also standardized nearly all their requirements to be based upon manufacturer specifications and not a single brand of tools or equipment. They even combined the overall costs and subsidized the expense to the shops to remove prices as an obstacle to participation.

“At Chrysler, we were planning ahead and knew we needed to improve the repair quality considering the advancements planned in the near future,” said Doug Craig, the certification program manager at the time for FCA. “Delivering a far better experience was also essential for our customer retention and brand integrity. That was not the norm at the time.”

All manufacturers that wanted to build a sustainable national network with complete demographic and geographic coverage would need a similar solution to ensure there were enough body shops that had the required tools, equipment, training and facility modifications to safely repair the next generation of vehicles they planned to release. The mass market OEM certification model is very different than that employed by manufacturers that only producet hundreds of thousands of vehiclevehicles or less annually.

The top seven automakers produce upwards of 15 million new vehicles annually. Ford alone sells over 72,000 F-series trucks monthly. When Ford planned to introduce the redesigned F-150 using aluminum alloy in 2015, it became a major initiative to ensure there would be adequate repairer coverage and enough certified repairers that could properly and safely repair the No. 1-selling vehicle in the world.

“Our breakthrough was getting several of the largest OEMs to adopt a common approach so we could reduce the cost and complexity for the shop,” said Scott Biggs, founder and CEO of Assured Performance. “Several of our joint-effort partners had followed other options before joining together with us, so we also had insight of what not to do.”

Today, the combined coverage of shops in the Assured Performance OEM Certified Network hasve achieved 100-percent coverage of all primary (metropolitan market areas) and secondary markets across the country. They have also achieved over 80 percent coverage of the rural and suburban markets.

But not all of the automakers followed the same approach nor use the same platform. Honda used a combination of their own in-house resources and vendors to transformed their ProFirst “recognition” program into their official certification program. They spent years developing their program to where they can now boast of significant market coverage as well. GM announced in July that they were planning to unveil a program in 2018.

What’s the Hold-Up?

Why haven’t some shops gotten certified? While approximately 10 to 15 percent of the industry is well on its way to becoming OEM certified (3,500 to 5,000 shops), the rest remain fixed on the past. Many shops claim they have a great reputation in their market and generate plenty of work without the cost of compliance and certification credentials. Many operate outside of the mainstream and don’t feel they’re part of the equation. A massive percentage of the market focuses on cosmetic repairs and/or low-cost, consumer-paid repairs and wrongly assume they don’t have to have the OEM-required tools, equipment and training to still be able to repair the next generation of vehicles.

Getting Certified

The process for a body shop to get certified is relatively easy and affordable. Online registration points exist for all of the various programs. The combined cost today to obtain the certification credentials of seven of the top OEMs is still less than the average cost was in 2012. The purchase of the required equipment is easier than ever, too. Now, numerous tool equipment vendors know the OEM requirements and offer choices to meet these requirements.

ROI

Repair providers can expect a return on investment (ROI), but it comes in many forms.

A certified shop is considered by consumers and employees alike to be a preferred choice. It may also have an impact with whatever forms of marketing the shop may employ.

OEMs are introducing more and more resources and tools to help the certified repair provider promote themselves and the overall concept of OEM certification as the best option for vehicle owners. Several OEMs produce consumer-awareness videos and commercials promoting their certified body shop networks, some of which have gone viral.

According to Assured Performance, “New consumer education multimedia tools allow the shop to display electronic signs, OEM messages and waiting-room videos that deliver carefully crafted messages directly to 10 to 15 million consumers annually. These critical messages are delivered to the consumer at their moment of decision making as they’re standing in the certified shop’s lobby waiting to get an estimate.”

DRP vs. OEM Referrals

After 35 years of DRPs, many shops have become accustomed to using the number of referrals as a measurement of the program value or ROI. However, unlike a DRP, the repair referrals from the influence of an OEM come from different sources and are not as clearly definable. However, that will soon change, too.

First notice of loss may migrate from the insurer, as it does primarily today, to the vehicle itself through telematics. It’s not magic; it’s simply the ability of a vehicle to detect when it has been in an accident. From this trigger, a series of events can happen, including notifying the consumer of the certified repair providers in their area. GM OnStar is already functional with a basic referral service for the Cadillac CT6. Major announcements are expected soon from other automakers as they make advancements in this technology.

OE Repair Procedures

For several OEM certification programs, it’s a certification requirement that a certified repair provider must follow and document the use of OEM repair procedures. After years of resistance, insurers are slowly accepting that the industry must embrace standard operating repair procedures.

In November 2011, all of the leading associations and entities representing collision repairers made a joint statement to the industry establishing that OEM repair procedures are the industry repair standard. There was additional language about gaps and processes to fill those gaps, but the die was cast. Since that time, there have been significant efforts made on all sides of this issue. Recently, pre- and post-repair scanning has become a call to action and also a requirement for some OEM certification programs. Scanning and OEM repair procedure requirements are just the beginning of the overall massive transformation going on in the collision repair industry due to OEM certification.

Summary

Critical mass has been reached. Today, there are over 3,500 collision repair providers carrying the official certification of one or more auto manufacturers. Most astounding is that those 3,500 Certified Repair Providers repair over $12 billion of collision repair revenue. And, there are Certified Repair Provider choices in all of the major markets in North America. Each month, millions of consumers are learning about “certified” as a choice, and now insurers are figuring out how to benefit from the focus on quality.

OEM certification is not just a trend or fade that may pass. The technological advancements of today’s vehicles require it. With the avalanche of vehicle advancements planned in the years ahead, OEMs must ensure that consumers are able to select a collision repair provider that can properly repair their vehicle to ensure itsthe functionality and passenger safety.

The impact of OEM certification has already permanently altered the industry. This massive transformation is now being embraced by all of the various industry stakeholders including consumers, auto manufacturers, repairers and insurers. This broad acceptance hints that a new business operating model is evolving that may well replace the 35-year old DRP model, promoting improved repair quality, greater operational efficiency and higher customer service. The only question that remains is, how will it impact your body shop?

Assured Performance Selects Veco Experts as a Preferred Provider

Assured Performance Network announced today that they have entered into a new business services agreement with Vehicle Collision Experts, LLC (VECO Experts). VECO Experts has been designated as a preferred provider of optional in-shop repair quality support services such as technical training lessons for shop personnel, distribution of monthly quality and equipment reports, and regular technical support. VECO Experts currently provides third-party certification compliance inspections for Assured Performance in select markets across the country. These additional services are optional for Certified Repair Providers.

VECO Experts provides an array of business services including: collision repair management, quality, culture, technical repair instruction, equipment examinations, and shop inspection services. The selection of VECO Experts offers additional technical expertise to Assured Performance’s overall program benefits to their Certified Repair Providers.

“It’s a perfect fit” said Mark Olson, CEO of VECO Experts. “VECO is in shops all over the country every month, so this arrangement is a natural fit and complement for both companies to work together to benefit shops in need of assistance.”

“VECO Experts services represent a valuable option for many of our Certified Repair Providers,” added Aaron Clark, VP and General Manager at Assured Performance. “We are pleased to put together an agreement that brings top notch resources to assist in the ongoing quest for optimum technical repair quality.”

According to Spring Cutsforth, VP of Operations at VECO Experts, “The new business relationship will allow VECO to introduce their company and services to the enormous network of Assured Performance Certified shops. Both companies are rooted in the highest ethical standards and committed to ensuring each vehicle is repaired to OEM specifications to ensure fit, finish, durability, value, and consumer safety.”

About Assured Performance:

Assured Performance is made up of three entities: A Non-Profit Consumer Advocacy Organization, Management Company, and a Legal Cooperative (Co-Op.) Combined, they operate as a third-party administrator for consumer awareness, business certification for thousands of businesses, and as a third-party provider for several of the largest Automakers including but not limited to: Ford, Nissan, FCA, GM, Hyundai and others representing nearly 2/3 of all vehicles on the road today; creating the largest Certified business network in the automotive industry. www.assuredperformance.net

About VECO Experts:

Vehicle Collision Experts, LLC (VECO Experts) was launched at SEMA in Nov 2016 by Mark Olson, founder of Verifacts Automotive. The sole focus of the company is to create partnerships with industry providers to benefit body shops. VECO Experts works with shops on quality, process, and culture, taking a holistic approach to identify and solve a shop’s weak spot(s), one at a time. Shops that are struggling in certain areas gain control and elevate their operations, resulting in reduced cycle time, increased quality, and increased profits. www.vecoexperts.com

Assured Performance Introduces eLOBBY, Consumer-Direct Multi-Media Delivery System

LAGUNA HILLS, CA – Assured Performance, North America’s largest Certified Collision Repair Network, has entered into an agreement with Advantego Technologies Inc. of Irvine, CA to deliver a new, cutting-edge technology called “eLOBBY.” eLOBBY is a proprietary and exclusive internet-based multi-media delivery system that electronically displays shop-specific commercial messaging, official Certification signage, and Automaker-branded consumer education videos directly to consumers.

eLOBBY will allow shops to deliver highly credible “OEM Certified Repair Provider” messaging, select signage, and shop-specific advertising to consumers as they arrive to a shop’s lobby. Advantego and Assured Performance developed eLOBBY to help shops reinforce their branding and leverage their OEM certifications to build consumer trust. The eLOBBY system is easily customizable and delivers multimedia content via TV monitors, counter displays, and/or digital picture frames to enhance customer’s on-site experience.

“eLOBBY is like the old waiting room video on steroids. Now, our shops have a turnkey system to educate the consumer with professional messaging that is reinforced by the credibility and influence of the Auto Manufacture’s using this state-of-the-art tool.” states Scott Biggs, CEO and Founder of Assured Performance. “Collectively, our network can deliver a professional Certification message to 10 – 15 million consumers right through the certified shop’s lobby.”

eLOBBY is a revolutionary eMarketing tool that is integral to promoting the OEM Certification 2.0 – CRP Model. All Automakers participating in the Assured Performance joint-effort Certification program offer a series of consumer messages surrounding the value and importance of their OEM Certification. Using eLOBBY, Certified Repair providers can display these OEM messages interlaced with their official certification signage. As part of the ongoing service provided by Advantego through their exclusive agreement with Assured Performance, Certified Collision Care Providers can also add their own TV commercials, before and after pictures, consumer testimonials, and other consumer-facing information.

About Assured Performance:

Assured Performance is made up of three entities: A non-profit consumer advocacy organization, Management Company, and a legal Cooperative (Co-Op). Combined, they operate as a third-party administrator for consumer awareness, business Certification for thousands of businesses, and as a third-party provider for several of the nation’s largest Automakers, including but not limited to: Ford, Nissan, Infiniti, FCA, GM, Hyundai and others representing nearly 2/3 of all vehicles on the road today; creating the largest Certified business network in the automotive industry.

About Advantego Technologies Inc.:

Advantego Technologies, Inc. is an elite solutions provider that specializes in implementing powerful, targeted multi-channel solutions for large enterprises, affiliate networks, and franchise operations.

Advantego integrates key components of its customers’ business systems with complementary best in class third-party software, hardware, external data sources, and specialty service providers. A proprietary Enterprise-wide Solutions Platform, complete with a sophisticated Business Rules Management System and Workflow Engine, streamlines the implementations and managesall the multi-channel delivery systems. This enables Advantego’s customers to benefit from rapid deployments that significantly enhance their operating and marketing efficiencies. Advantego operates as a wholly owned subsidiary of Golden Eagle International, Inc.

Assured Performance Names Advantego Technologies to Offer eLISTINGS Web-Marketing Services to Certified Network

LAGUNA HILLS, CA –Assured Performance today announced they have entered into an agreement with Advantego Technologies, Inc., of Irvine, CA to offer another critical marketing service to their Certified Collision Care Provider Network called “eLISTINGS”. Through this web listing service, the Certified Repair Providers information is automatically pushed to over 70 different directories and search engines, ensuring consistent information and better search engine rankings (rich and compelling content shown to receive up to 416% more listing views than normal listings).

The new eLISTINGS service includes fixing inaccurate business listings, adding rich shop-specific content, automatically displaying the Shops’ unique OEM certification badges when customers see their listings which improves consumer confidence, and it tracks customer ratings and reviews. The service also continuously maintains the listings to ensure the information remains accurate and up-to-date.

Advantego will work through the Assured Performance call center and Account Management teams to provide these eMarketing services to Assured Performance’s network of approximately 3,000 Certified Automobile Collision Repair Shops throughout the US. These tools are an integral part of the OEM Certification 2.0 – CRP Model announced last week.

“All of our eMarketing tools are designed to help Certified Collision Care Providers establish an internet presence, increase customer awareness, and generate more sales,” states Kelly Stalcup, Assured Performance Director of OEM Relations and Strategic Accounts. “And, because 90% of consumers research online, we are providing our Members with a premium web directory listing service to ensure their business information is accurately displayed across all of the different search engines at an affordable network-exclusive price.”

About Assured Performance: Assured Performance is made up of three entities: A non-profit consumer advocacy organization, Management Company, and a legal Cooperative (Co-Op.) Combined, they operate as a third-party administrator for consumer awareness, business Certification for thousands of businesses, and as a third-party provider for several of the largest Automakers including but not limited to: Ford, Nissan, Infiniti, FCA, GM, Hyundai, and others representing nearly 2/3 of all vehicles on the road today; creating the largest Certified business network in the automotive industry. www.assuredperformance.net

About Advantego Technologies Inc.: Advantego Technologies, Inc. is an elite solutions provider that specializes in implementing powerful, targeted multi-channel solutions for large enterprises, affiliate networks and franchise operations.

Advantego integrates key components of its customers’ business systems with complementary best in class third-party software, hardware, external data sources and specialty service providers. A proprietary Enterprise-wide Solutions Platform, complete with a sophisticated Business Rules Management System and Workflow Engine, streamlines the implementations and manages all the multi-channel delivery systems and integrations. This enables Advantego’s customers to benefit from rapid deployments that significantly enhance their operating and marketing efficiencies.

Assured Performance Announces the Launch of OEM Certification 2.0: The CRP Model

Laguna Hills, CA – Assured Performance Network, North America’s largest Certified Collision Repair Network, announced the official launch of a major initiative referred to as “OEM Certification 2.0 – The CRP Model.” The various elements of OEM Certification 2.0 are designed to address many of the challenges and needs of the industry as we reach the next frontier in automotive technology and collision repair. The foundation of the OEM Certification 2.0 is the CRP Model which addresses multiple critical elements including the customer referral from the auto manufacturer, the repair quality output, and business performance. Numerous elements of OEM Certification 2.0 are immediately available to all Assured Performance Certified Collision Care network members included as a benefit and part of their certification fees.

Assured Performance and their OEM partners are launching a series of consumer awareness initiatives along with several major business support tools to address the workmanship and business operational challenges. The elements that create the CRP Model include consumer awareness, direct consumer marketing, business development, process management, cutting-edge electronic systems and support tools, as well as extensive training and education. The entire model collectively represents a major paradigm shift for the industry and an enhancement to the DRP model.

This new CRP model is engineered to help consumers and insurers to easily identify and select the Certified Repair Provider through intelligent shop locators and smart apps with the ability to create the assignment with a set appointment at the certified repair provider of their choice. They also include Automaker direct consumer communications, and eventually telematics. In July alone, over 4 million consumers have been contacted by the Automakers. Equally as impressive, Insurers made over 37 thousand hits to the specially designed insurer-facing Certified shop locator; www.AdvancedRepairCapable.com.

As an integral part of the overall CRP – customer referral program, Certified Repair Providers also receive powerful specially designed CRP marketing tools to enhance their own marketing and consumer awareness initiatives by leveraging their OEM Certification credentials. These include OEM branded signage supported by multi-media display systems, special shop locator landing pages (micro-sites), custom web-site development and social media listing and promotion, press release distribution to local media and community, consumer direct mail print materials, and a series of consumer direct marketing and even a customer relationship management system (CRM).

The new Assured Performance CRP Model goes far beyond customer referral elements, too. The CRP Model introduced addresses the need to deliver the highest level of repair quality and achieve exceptional operating business performance. To accomplish this, Assured Performance has developed “ShopOps,” an exclusive cloud-based electronic business “tool box.” Key features of ShopOps include a Quality Assurance system based upon the estimate repair lines with the ability to document OEM Repair procedure use, data self-management and key performance indicator (KPI) benchmarking tools, an electronic operations manual and process management system with pre-written process, procedures, checklists and forms, a cutting-edge HR Management system, a state-of-the-art customer relationship management system, and a comprehensive business improvement program. All of these tools combined give the Certified Collision Care Providers a distinct competitive advantage in their marketplace.

“Now that we have achieved nearly complete coverage of the entire country, our mission is to help transform our Certified network into process-driven Collision Care Providers that deliver the highest repair quality and customer satisfaction,” stated Assured Performance founder and CEO, Scott Biggs. “Our mission is to ensure that all consumers receive an exceptional repair experience delivered by exceptional businesses.”

The objective of OEM CRP Model is two-fold: 1) ensure that all new model vehicle owners know the critical importance of selecting a Manufacturer Certified Repair Provider to repair their damaged vehicle, and 2) ensure that all Certified Repair Providers properly and safely repair all vehicles to manufacturers specifications.

About Assured Performance: Assured Performance is composed of three organizations: A non-profit Consumer Advocacy Organization, a legal Co-Op, and a Management company. Combined, Assured Performance operates as a third-party administrator for Consumer Awareness, Body Shop Certification, and Certified Rebate Reward Programs for several of the largest Automakers. Assured Performance Network is the largest, most advanced repair capable network of Certified collision repair centers with over 2,800 participating shops. For more information, visit Assured Performance’s website: www.assuredperformance.net

Assured Performance Announces 2017 OEM Certified Collision Care Provider Conference

Laguna Hills, CA- Assured Performance, the largest Certified Collision Repair Network in the world, announced today that registration is open for their 2017 OEM Certified Collision Care Provider Conference, October 4-7, 2017 to be held in Phoenix, AZ. This year’s conference theme is titled; “OEM Certification 2.0: Reaching the Next Frontier.” Assured Performance along with their strategic partners, FCA, Ford, Nissan, Hyundai, Enterprise, and others to host a content-filled conference. The content will focus on the introduction of a variety of new IT solutions, business and marketing tools, and other program designed to assist the OEM Certified Collision Care Providers to continuously improve their businesses’ overall operational performance and achieve exceptional results.

Early registration is strongly advised as last year’s conference sold out in less than 2 weeks. Registration is available at http://www.assuredperformance.net/conference. A discounted rate is available to the first 100 individuals that successfully register for the conference prior to June 1, 2017.

Assured Performance member Anthony Lofrano, President & CEO of F. Lofrano and Son; had this to say about last year’s conference, “I have been to dozens of conferences in my career and this conference was the most impactful to our business.”

Scott Biggs, CEO of Assured Performance stated, “The theme of ‘OEM Certification 2.0: Reaching the Next Frontier’ is reflective of the fact the collective focus of our joint-effort program is now moving to quality assurance and output, business performance improvement, consumer marketing and awareness, and delivering an exceptional customer experience and satisfaction.” He continued, “Our goal is that every shop in our network is best-in-class as well as OEM Certified. This year’s conference will be the seminal moment that our network will begin the journey to adopt and adapt new generation business practices that result in a level of business excellence, performance, and achievement never before possible.”

Over the last several months, Assured Performance has announced the introduction of several new elements to their program including their 5-Star Business Performance Program, dataIQ with shop KPI self-reporting and benchmarking, dataSAFE, a service to store and safeguard shop estimating and business data, and OE-QC, their OEM repair procedure compliance and documentation app and Quality Assurance Program. All of these new innovative products and more will be integral elements to the upcoming conference, October 4 – 7 in Phoenix, AZ.

About Assured Performance: Assured Performance is made up of three entities: A Non-Profit Consumer Advocacy Organization, Management Company, and a Legal Cooperative (Co-Op.) Combined, they operate as a third-party administrator for consumer awareness, business certification for thousands of businesses, and as a third-party provider for several of the largest Automakers including but not limited to: Ford, Nissan, FCA, GM, Hyundai and others representing nearly 2/3 of all vehicles on the road today; creating the largest Certified business network in the automotive industry. www.assuredperformance.net

Certified Collision Care Clinics 2017

Assured Performance Introduces Education Series Illustrating Certified Collision Care Business Operating Model

February 24, 2017 – LAGUNA HILLS, CA – Assured Performance, the largest Certified Collision Repair Network in the world, announced today they are introducing a series of educational clinics across the United States to instruct Certified shops on the intricacies of their business model referred to as the Certified Collision Care Business Operating Model.

The series will be initially delivered in 4-hour clinics entitled: “20/20 Vision -The Operating Model for a Certified Collision Care Provider”. During each clinic, attendees will be exposed to the critical elements and business practices that represent a major paradigm shift in business performance and best practices beyond those of traditional body shops. Attendees will learn to:

Increase the value of the collision repair business exponentially using Certification credentials,
Bolster the marketing, social media reputation, and sales effort leveraging tools and services provided,
Increase CSI and deliver an exceptional consumer experience and “white glove treatment” through collision care systems,
Transform and organize the business using turnkey process management systems to enhanced operational efficiency,
Eliminate defects, build-in quality, and document OEM repair procedure use with the Quality Assurance system provided exclusively to Certified shops,
Increase business performance by leveraging the 5-Star Business Performance Program,
Rate and rank the business’s overall performance and adoption of best practices using confidential KPI and self managed business improvement plans,
Maximize the human resource potential with skills inventory and HR management,
Leverage financial modeling and projections to develop proactive profitability and budgets.

The Certified shops attending will also learn the latest information on Ford, FCA, Nissan, Infiniti, and Hyundai’s consumer awareness initiatives and on-demand consumer direct marketing tools.

The Certified Collision Care Clinics for the first half of 2017 will take place in 8 major cities:

March 17th, 2017 – Meadowlands, NJ
April 20th, 2017 – Pittsburgh, PA
April 21st, 2017 – Biloxi, MS
May 10th, 2017 – Denver, CO
May 18th, 2017 – Nashville, TN
June 8th, 2017 – Boston, MA
June 15th, 2017 – Minneapolis, MN
June 22nd, 2017 – Seattle, WA

Scott Biggs, CEO of Assured Performance stated, “A new era in the collision repair industry requires shops to once again reengineer and reinvent their business operations to maximize all their resources and achieve the highest levels of success. The 20/20 Vision Clinics will assist the attendees in maintaining their competitive edge and dominating their markets.”

Aaron Clark, GM and Vice President of Assured Performance added, “I sold my shops over 4 years ago and I can easily see how much better my business could have been following this new Certified Collision Care Provider operating model and using these new Certification tools.”

To register for one of the clinics visit: http://assuredperformance.net/events

If you have additional questions, please email: events@assuredperformance.net

NOTE: The cost of attending the clinics is subsidized by the participating OEM partners for Assured Performance Certified shops. Attendance is limited to Certified Repair Providers and invited guests only. Pre-registration via the website is required.

About Assured Performance:
Assured Performance is made up of three entities: A Non-Profit Consumer Advocacy Organization, Management Company, and a Legal Cooperative (Co-Op.) Combined, they operate as a third-party administrator for consumer awareness, business certification for thousands of businesses, and as a third-party provider for several of the largest Automakers including but not limited to: Ford, Nissan, FCA, GM, Hyundai and others representing nearly 2/3 of all vehicles on the road today; creating the largest Certified business network in the automotive industry.

To learn more about Assured Performance visit: http://assuredperformance.net or call (949) 221-0010

Assured Performance Appoints Mark Engelsdorfer Vice President of Strategic Partnerships

Laguna Hills, CA – Assured Performance is proud to announce the appointment of Mr. Mark Engelsdorfer as Vice President of Strategic Partnerships. Mark will assume responsibility for key OEM relationships and key strategic initiatives.

Engelsdorfer is a former executive of FCA retiring in 2015 after a 34-year career. During his tenure at FCA/Chrysler, Mark held many key positions including: Director – Northeast Business Center, Director – FCA/Chrysler Academy, Director – Market Representation and Business Analytics, and most recently before his retirement, Director of the Mopar Collision Portfolio. Mark will be applying his extensive knowledge and experience to help drive the joint-effort OEM certification program and other major initiatives planned for the future.

“I am looking forward to this great opportunity to apply my OEM knowledge and experience to the outstanding foundation Assured Performance has established,” stated Mark Engelsdorfer. “We have many new and bold initiatives we will be introducing that will take Assured Performance to even higher levels with even greater impact,” Engelsdorfer added.

“We are thrilled to have Mark round out our executive team working closely with our OEM and strategic partners. Mark has a wealth of knowledge and hands-on experiences that will complement our team and help drive key initiatives planned for the future,” said Scott Biggs, CEO of Assured Performance.

Mark Engelsdorfer resides in the greater Nashville area, TN.

Ronald Doerr, Appointed Chairman of the Assured Performance Board of Directors

Laguna Hills, CA – Assured Performance announced today the appointment of Mr. Ronald Doerr as Chairman of the Assured Performance Collision Care Board of Directors. Assured Performance Collision Care, Inc. is a non-profit, consumer advocacy organization that was created to provide a joint-effort platform for OEM Certification of body shops. The Board is made up numerous Automakers participating in the joint-effort initiative including Ford, FCA, Nissan, Hyundai, and others.

Doerr is a well-known industry leader with nearly 40 years’ automotive industry experience. Ronald joined Assured Performance as Senior Vice President of Strategic Initiatives, and Vice Chairman two years ago after retiring from a 30+ year career with General Motors. Doerr has also served on several industry advisory councils and boards including I-CAR, and the OEM Roundtable. Doerr played a significant leadership role in various initiatives including GM wholesale parts channel management and the GM Goodwrench program.

“I am looking forward to my enhanced role at Assured Performance. It is a great opportunity for me to continue to drive our joint-effort strategic initiatives and coordinate the efforts for all involved,” stated Ronald Doerr.

“We are thrilled to have Ron assume the Chair of Assured Performance. His leadership will provide the Board with sage guidance and a steady hand. He has the perfect background to help expand the impact of our OEM Certification programs throughout North America,” said Scott Biggs, CEO of Assured Performance.

About Assured Performance (www.AssuredPerformance.net):

Assured Performance is the largest network of Certified body shops with over 2,800 body shops participating. Assured Performance was created as a joint-effort initiative to provide body shop Certification for several of the largest Automakers in the world covering over 65% of all vehicle brands on the road including but not limited to Ford, Nissan, Fiat-Chrysler Automobiles (FCA), Hyundai and others. Assured Performance Network is comprised of three entities: A non-profit consumer advocacy organization, a legal Cooperative (Co-Op), and a management company. Combined, they are the industry-recognized leader in Certification, collision business development, and consumer awareness.

FCA’s KPIs for Certified shops include: repair information lookup, pre- and post-scans

Original article by John Huetter, Repairer Driven News

FCA continues to open its collision repair certification program to new applicants, but at some point, saturation will occur in particular markets.

When that occurs, the OEM will examine replacing poor-performing shops with better ones, FCA senior collision manager Bryan Wayne said. He said FCA would judge shops using familiar key performance indicators like cycle time, cost and customer satisfaction — but also by quality-control metrics.

Besides instances in which customers return the cars for issues — something that FCA knows to affect its own brand loyalty — the OEM will track whether the shop accessed repair procedures and the presence of pre- and post-scans on the vehicle estimate, Wayne said last week.

“We know when they’ve accessed it,” Wayne said of repair procedures, and the estimate itself keeps a record of scanning in the form of line items.

Wayne said FCA isn’t checking the actual repair output through reinspections or other means, as GM has mused might be necessary should it develop a collision repair certification program. However, it seems as though a shop which referenced repair procedures but ignored them would quickly be “outed” by bring-backs, or even the post-repair scanning information.

Wayne said that this combination of factors — scans, bring-back and repair procedure metrics — ought to yield FCA’s goal of a vehicle repaired correctly.

FCA research has found that 60 percent of collision repair customers which bring the vehicle back to the shop for a post-repair issue sell or trade that car within a year. Of those, 63 percent switch to a different make.

“That’s kind of the mantra that we use,” Wayne said.

Those statistics indicate bad collision repairs cost OEMs dearly — a point of auto industry market share is worth literally billions to OEMs and dealerships. An OEM also doesn’t want to invest the kind of effort and money into building that share only “to lose it over something that’s controllable,” according to Wayne.

Wayne said, noting that since he joined the certification program in September 2015, he’s wanted metrics on the shops.

“That’s been almost the bane of my existence,” he said.

mopar-app1-579x1024

After working with Collision Advice CEO Mike Anderson and CCC to develop and implement key performance indicators, “we are now at that stage where we are getting data,” Wayne said.

FCA will examine OEM part usage compared to aftermarket, recycled or refurbished parts, but “that isn’t a disqualifier” if the shop uses anything other than new OEM components, according to Wayne.

So long as the customer’s happy and the vehicle is repaired properly, the shop won’t have an issue with FCA on non-OEM parts, he said.

Of course, it seems possible that non-OEM parts would affect other metrics, based on some points Wayne made about aftermarket parts.

Wayne gave the example of a shop expecting to receive poor-quality aftermarket parts hedging its bets by ordering five copies of the part, hoping one will fit.

“That’s all stuff that adds to the cycle time,” he said.

He also noted that a “bad fitting fender” could create “wind noise” for a customer, according to Wayne.

“Now, you’re mad at the car,” he said. (Which would seem to affect either customer satisfaction with the repair or the bring-back rate.)

In terms of cost and cycle times KPIs — which could be inevitably elevated by the quality FCA wants — Wayne described FCA examining unreasonable outlier costs (ownership costs can affect an OEM brand) and touch-to-cycle time ratios skewed by a shop calling dibs on more work than it could handle.

Images:

Screenshots related to finding a Certified collision shop from the FCA Mopar owners’ app. (Screenshots from the Mopar Companion app)

Assured Performance Launches Capability Assessment Evaluation and Planning Tool as a Bridge to OEM Certification

Laguna Hills, CA – Assured Performance Network, the country’s largest Certified Collision Repair Network, announced the North American launch of their exclusive Capabilities Assessment Evaluation and Planning Tool to the collision repair industry. Now, body shops are able to use a self-administered online program to perform a confidential, in depth evaluation of their business, and create a Business Improvement Plan (BIP) based upon deficiencies, action item to-do lists, budgets, and timelines. The Capability Assessment Tool allows shops to see exactly how they stack up against the listing of OEM Certification requirements and standards, as well as how they compare with our proprietary list of industry top best practices.

Assured Performance created the online service to assist body shops that want to develop and chart an improvement plan to achieve the requirements for OEM Certification in a timely manner. The development of the service is in response to repairer requests. Already, over one thousand dealer body shops have used the tool as part of the joint-effort OEM Certification program managed by Assured Performance.

Assured Performance is recognized as having the most stringent and comprehensive business requirements for official Certification. To become Certified-Recognized, shops must provide proof of compliance, and then pass an onsite inspection-audit with several internal reviews. The Capability Assessment Tool can be used by repair businesses prior to enrolling in the extensive process. The Capabilities Assessment Tool serves as the basis of a Business Improvement Plan for repair businesses to follow. Effectively, it charts your path to enhanced body shop capabilities and overall performance, and ultimately gain OEM Certification.

The Capabilities Assessment Evaluation and Planning Tool has been developed based upon the top performance and business models of thousands of collision repair businesses. Using this tool allows a shop to identify their competitive strengths, weaknesses, and opportunities for improvement. But, not only does the Capabilities Assessment Tool identify any deficiencies, it additionally allows body shops to create a Business Improvement Plan and prioritize action items complete with priority lists, timelines, and budgets.

Upon completion of the assessment, priorities and budgets can be assigned, and any timelines for completion are established. The shop will have a strategic plan that focuses on the most important needs of the business.

About Assured Performance:

Assured Performance Network is composed of three organizations: A non-profit Consumer Advocacy Organization, a legal Co-Op, and a management company. Combined, we operate as a third-party administrator for Consumer Awareness, Body Shop Certification and rebate reward programs for several of the largest automakers. Assured Performance Network is the largest, most advanced repair capable network of Certified collision repair centers with over 2,800 participating shops.

For more information, contact Assured Performance visit: http://www.assuredperformance.net

Certified Collision Care and TenPoint Complete Announce Advanced and Customized CSI Services for OEM Certified Collision Care Providers

Hamilton, Ontario – Certified Collision Care, the Canadian division of Assured Performance Network, North America’s largest OEM Certified Collision Repair Network, announced today they have entered into an agreement with TenPoint Complete to provide special services and pricing to their Certified Repair Provider network. Through this alliance, Certified Collision Care shops will be able to track their CSI performance and access, measure and manage all aspects of their collision repair business through a newly developed KPI feature. The newly developed services delivered by TenPoint Complete also features custom dashboards and electronic and phone-based CSI surveying. This exclusive tool-set will provide Collision Care Providers with an advanced approach to CSI that is also cost effective.

“Our alliance with Assured Performance’s Certified Collision Care demonstrates a collaborative effort that provides services to multiple stakeholders – including repairers, OEMs and other business partners,” said Robb Young, TenPoint Complete. “Repair businesses in the network now have access to the “Complete Solution” including custom dashboards and electronic and phone-based CSI surveying. This will enable decision makers the ability to positively impact customer satisfaction on a daily basis,” Young added.

“This new business relationship with TenPoint Complete creates an ideal way for our OEM Certified Collision Care Providers to deliver, monitor and manage the best customer experience possible,” said Scott Biggs, CEO, Assured Performance, and added, “Enabling our Certified Repair Providers to deliver an exceptional customer experience, consistently and cost effectively is fundamental to our mission.”

Certified Collision Care strives to continually offer solutions that provide additional value to their OEM Certified network of repair providers and participating OEM partners. Leanne Jefferies, Assured Performance Vice President of Canadian Operations said, “This CSI solution provides a shop with exactly what they need to manage quality and compliance efficiently, with the added bonus that it represents the most cost effective solution, improving the overall business ROI.”

About TenPoint Complete

TenPoint Complete is the leading provider of credible and actionable customer satisfaction and call center services to the automotive and insurance industries. Serving repairer and insurance claims organizations for over 20 years, the team at TenPoint Complete is driven by experience. For more information on TenPoint Complete, please contact Robb Young, Director of Business Development, by email at ryoung@tenpointcomplete.com or call 855-338-6461.

About Certified Collision Care:

The mission of the Certified Collision Care program is to raise the industry’s technical repair capability and ensure each repair business has what is necessary to properly and safely repair current and future vehicles manufactured by the participating Automakers. Certified Collision Care is the Canadian division of Assured Performance Network, the largest network of Certified repair providers with over 2,800 Collision Care Providers participating. Assured Performance was created as a joint-effort initiative to provide body shop Certification for several of the largest auto manufacturers in North America covering over 65% of all vehicle brands on the road including but not limited to: Ford, Nissan, Fiat-Chrysler Automobiles (FCA), Hyundai, Enterprise and others. In Canada, Certified Collision Care provides OEM Certification for FCA Canada.

Media Contact:

Certified Collision Care
www.CertifiedCollisionCare.ca
Leanne Jefferies, VP Canadian Operations, Assured Performance Network
(905) 628-2041

Collision Industry Conference Hosts Body Shop Certification Panel

Collision Industry Conference Hosts Body Shop Certification Panel

(Left to right) Mark Allen of Audi, Clint Marlow of Allstate and Scott Biggs of Assured Performance participate in the certification panel.

Certification is taking off like wildfire as more and more automakers are taking more of a stake in how their vehicles are repaired once out of the factory. They want to protect their brand by ensuring that their highly sophisticated vehicles are repaired back to their own specifications.

The panelists consisted of: David Parzen, senior technical project manager for NSF; Scott Biggs, CEO of Assured Performance; Mark Allen, manager of collision and equipment for Audi; John Eck, manager, wholesale channel for GM; and Clint Marlow, senior manager, claims strategy for Allstate.

Moderator Lou DiLisio started off by asking whether OE certification was good or bad for the industry.

Scott Biggs remarked how certification is completely transforming the collision repair industry for the better.

“Certification is literally transforming the industry at an amazing rate,” he said. “Shops are getting more training than ever before, and the ripple effect is incredible. And we’re just at the beginning of how this will benefit a lot of people.”

Clint Marlow of Allstate commented, “It’s logical for the consumer to go back to the factory or OE for questions, but it would be bad to have 25 different sets of standards.”

NSF’s David Parzen thinks certification is great, stating, “Different shops have different capabilities and different quality levels, and the mechanism of certification can determine what shop is capable of what.”

John Eck of GM said he didn’t know if it’s good or bad, but he did know one thing. “OEs are concerned for the safety of their vehicles. And the longevity on the road is getting longer. You have to be aware of consumer loyalty, and the big factor is satisfaction with the vehicle. OEs are just waking up to that. The consumer is the focus at GM, and safety is paramount.”

Mark Allen declined to say whether certification is good or bad but rather characterized it as “necessary.”

“We do things in a very specific way. There is great complexity of engineering going into cars today. Insurers are telling us to be safer, and the government is telling us to reduce fuel consumption. It’s really showing the way of where we’re going. Welcome to the future. It’s far from your granddad’s Oldsmobile.

“If you look at how the auto industry interacted with the collision industry 15 years ago, it was very little. Now we’re all sitting in a room talking on how to repair a car. You will see more of this.”

Allstate’s Marlow added, “It continues to evolve, but hopefully some of the requirements will become reciprocal to reduce the burden on repair facilities and not force them to have a wall of welders and rivet guns.”

Audi’s Allen offered a counterpoint to Marlow’s statement, adding, “I hear that I don’t need a wall of riveters, but 15 year ago cars were made of mild steel. What are they made of today? There are different types of steel, aluminum, etc. We use aerospace grade aluminum and carbon fiber, and there are different pieces of equipment designed and tested for this. And we crash test so we know what the repeatable outcomes are. We know what works.”

Biggs remarked how far the industry has come since the economic downturn seven years ago.

“In 2010, there was a crisis, but we have now made huge inroads that has impacted less than 10 percent of all shops,” Biggs said. “But now you have new technology coming out every month and every year requiring shops to be able to repair it.

Having a mechanism to determine who can repair that is absolutely essential, so I see more of the same coming in the future.”

Biggs also addressed repairers’ concern for having to have multiple different types of expensive equipment to handle repairing today’s modern vehicles, saying his organization, Assured Performance, has worked to avoid that with their program.

“We built our program around OE specs. We said, let’s focus on specs. What performance does that equipment need to have versus what brand it needs to be? The idea was to eliminate brand, so we standardized the requirement of several OEs. We also set out to mitigate cost and allow shops to get ‘certified once, recognized by many.’”

Marlow offered the insurance perspective, stating he was very concerned about costs being passed along to the consumer. But Biggs offered another perspective.

“What’s the cost of not complying?” he said. “There have been a whole lot of bad repairs and liability settlements out there for years. It’s a drop in the bucket compared to the investment in training and equipment. You’ll have to incur equipment costs anyway. The cost of the vehicle is higher too, and the life of the vehicle is longer. It’s a whole different dynamic.”

Added Mark Allen, “How much does it cost for you to be professional and stay in the industry? How much will it cost for you to settle that death case? Insurers come to my training because they want a quality product. The people here at his meeting have to go out and share this info with other shops and ask them, ‘Are your customers worthless to you?’”

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Shop Certification At 2016 NACE/CARS

Assured Performance CEO/President Scott Biggs, at NACE/CARS 2016, explaining why shop certification programs are meeting a demand, which is to raise the quality of collision repair services.

August 11, 2016 – Assured Performance covered one of the hottest topics in the world of collision repair, shop certification, at the 2016 NACE/CARS Conference in Anaheim California.

Assured Performance representatives shared the microphone to discuss the latest shop certification program developments. Shop owners and managers from businesses already involved in a shop certification process, and those getting ready to do so, shared insight and information regarding the best tools and ways to achieve their goals.

Assured Performance Founder and President Scott Biggs discussed the recent Canadian launch of the Assured Performance program. Biggs shared some very interesting data and statistics, including the fact that 35% of collision repairs in the U.S. are performed in OEM Certified collision repair shops.

“The justification for collison repair shop certification programs became obvious five years ago, when we discovered that less than 5% of shops possessed the tools and training to keep up with the technological advancements of the new vehicles being delivered. We wanted to develop a program which was recognized by OEMs, appreciated by insurers and approved by shops, which would also wean out the weaker players. How is it that shops, which aren’t equipped to do so, are still repairing damaged vehicles?ˮ asked Biggs.

Workshops participants discussed the various advantages of shop certification and reviewed the progress of the programs to-date. New-vehicle manufacturer representatives were also present to discuss their point of view and expectations in regard to these programs.

The session wrapped up with presentation of what the North-American collision repair market of the future will probably look like.

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Assured Performance Network’s new Certified Collision Care program will provide many benefits.

Certified Once, Recognized by Many

OEM (original equipment manufacturer) certification is a growing trend in the collision repair industry, and in Canada, programs are just starting to develop. Given the complexity of the collision repair business, any program that simplifies the certification process and unifies industry stakeholders is a good thing. This is why the time is right for a new national program.

Leanne Jefferies, vice president, Canadian Operations at Assured Performance Network, has just launched the “Certified Collision Care” program in Canada. The program has a long history of success with the company’s U.S.- based parent company. Assured Performance Network has certified over 2,000 collision repair facilities in the U.S. and had that certification recognized by U.S. OEMs. Certification is given only to repairers that meet or exceed OEM standards for tools, equipment, training, and facilities. Certification assures customers that these shops are able to properly repair vehicles to manufacturer specifications for fit, finish, durability, value, and safety.

Assured Performance Network’s motto is “Certified once, recognized by many.” It is the collaborative spirit of the program that sets it apart. “This is a unique opportunity,” Jefferies says. “We can work together in a way that’s not been done before in Canada. There are benefits for repairers, OEMs, consumers, and insurers.”

Providing a single avenue for certification is the simplest, most efficient way to ensure quality standards, safety, and high customer satisfaction

The Certified Collision Care program will provide a framework for OEMs to come together and agree on the standards that repairers in Canada need to meet to properly repair vehicles. Working together will reduce redundancy in program requirements, repetitious inspections, and unnecessary duplication of costs.

Providing a single avenue for certification is the simplest, most efficient way to ensure quality standards, safety, and high customer satisfaction, Jefferies says. The program levels the playing field. It gives all technically qualified collision repairers the opportunity to become certified and differentiate themselves from others who may not have made the same investments in quality. It is also open to all OEMs that want a proven certification program so they can assure their customers that their vehicles are being repaired at qualified repair shops. A certified collision repair program increases customer satisfaction and helps OEMs to protect their brand and promote customer loyalty.

“I see this program as an opportunity for our industry to create a standard,” explains Jefferies, “to recognize repairers who have stayed current and invested in training and equipment; to encourage more repairers to invest in I-CAR training, tools, and equipment; and, most importantly, to protect consumers. By working together, we can establish our own ‘seal of approval’ that lets customers and insurers know that we are qualified to repair vehicles.”

The process of becoming a “Certified Collision Care” provider is very straightforward. The program is largely run online. Other than an on-site inspection and audits, a shop can manage everything on the Certified Collision Care website: certifiedcollisioncare.ca

Once enrolled, shops are able to assess their business capability against a complete list of certification standards and receive an evaluation that shows any deficiencies. Shops can then make the modifications or investments required to qualify. Next, an inspector audits the shops to ensure proof of compliance through documentation and photos. Once certified, a shop has access to various marketing and promotional tools. Jefferies adds, “Our program is user-friendly, transparent, and open to all. Our website lists all of our certification requirements, so there is no guesswork involved. Our account managers are there to support repairers and answer questions every step of the way during the process.”

Benefits to Stakeholders

The Certified Collision Care program is an idea that has come along at the right moment, if for no other reason than the accelerating pace of change and the increasing complexity in the industry. Certification provides real benefits for shops. It tells insurers and customers that a business has all of the necessary skills, technical knowledge, and tools it takes to repair current and next generation vehicles. Used as part of a marketing campaign, it can help drive more sales, convert estimates into repairs, and, ultimately, produce happy customers.

We can work together in a way that’s not been done before in Canada

Ongoing participation and certification also allows shop owners to better plan future investment. By knowing what is coming down the road, they can develop a training plan to ensure their technicians stay current, rather than simply reacting after the fact. The Certified Collision Care program provides clarity and guidance on where to invest.

Having a shop with visibly high standards has an impact on the business in other ways — including recruiting and retention. “Shops with a reputation for quality are also able to attract better employees. The best like to work with the best,” says Jefferies.

“All together, the benefits of Certified Collision Care add up to the opportunity to earn a better return on a shop’s investment in tools, training, facilities, and marketing,” she says.

For insurers, Certified Collision Care offers the ability to easily identify the qualifications of repairers across Canada. This in turn gives peace of mind to their customers, assuring them that their vehicles are receiving safe repairs that meet OEM specifications. In addition, the program can help to identify repairers with advanced capabilities to repair vehicles that have aluminum and carbon fibre in their structure.

Certification requires shops to meet standards in the areas of business practices, technical capabilities, customer service, regulatory compliance, and advanced capabilities. Many shops can already check off a lot of the boxes needed to qualify. Here are some of the initial qualifications:

Business Standards

Shops must have been in business for five years or possess a credit rating and service history. As well, they must provide proof of Garage Keepers liability insurance with a minimum of a million dollars of coverage. Shops must also give customers a limited lifetime warranty.
Shops must subscribe to an electronic p-page (procedure page) logic estimating system. They must also be in compliance with locally, provincially, and nationally legislated operating requirements, including worker protection and hazardous waste disposal.
Shops must measure customer satisfaction through a third party provider and have a process to follow up with unsatisfied customers. They must use a preferred rental car company or provide complimentary customer transportation. They are also required to deliver a vehicle with a clean interior and exterior.
Shops must have a well-maintained, well-lit parking area and a professional, well-maintained customer waiting area. They must provide formalized customer service training to key office staff.

Technical Standards

Shops must have I-CAR Gold Class or Gold Class in Progress status with proof of ongoing I-CAR training quarterly. I-CAR Gold Class status must be achieved by the first annual certification renewal (that is, within 12 months). The facility must have provincially licensed technicians employed at all times.
Shops are required to subscribe to current OEM repair procedures and be able to provide documented proof of this.
Use of a frame rack or dedicated universal fixture bench with proper anchoring and pulling capabilities is mandatory. Also mandatory is an electronic 3D measuring system with a current data subscription and proof of the technical training to operate the system.
Qualified shops must use a current refrigerant recovery/recycling system or provide proof of a subcontract supplier. They must have the ability to conduct and verify four-wheel alignment either in-house or through a subcontract provider.
Shops must have the ability to remove, replace, and reinstall steering and suspension components, as well as engine and drive train units. They must have the ability to service passive and active restraint systems.
Shops must have a spray paint booth with forced air drying systems, use an OEM-approved finishing system, and show proof of product training for that system.
Shops must have a ground lift with at least 7,000 pounds capacity and use pressure-fed corrosion compound and application systems. They must have the ability to perform pre and post repair vehicle diagnostic scans and proof of calibration either in-house or through a subcontractor. Shops are required to have a documented quality assurance or quality control system in place.

Advanced Materials

“Advanced materials are being used in all vehicles today,” says Jefferies. “With one certification from Certified Collision Care, you will get recognition from multiple manufacturers on advanced materials. With so much new technology and materials coming down the road at such a rapid pace of deployment, having a single stop certification is simply going to save everybody time and money.”
To qualify for certification, shops must meet manufacturers’ specifications according to make, model, and year:
Shops must have a 220-volt, three-phase inverter or functionally equivalent squeeze-type resistance spot welder capable of producing a minimum of 600 lb of clamping force and 10,000 amps of current at the electrodes. They must also have a 220-volt MIG/MAG welder for steel fusion.
Shops are required to have a dent removal/pulling system for steel panels that contains a stud welder, stud pins and washers, wiggle wire, and pulling attachments. They must have completed I-CAR WCS03: Steel GMA Welding certification, have a MIG welder with silicon-bronze MIG brazing capabilities, and have proof of training in silicon-bronze MIG brazing.
As far as standard certification goes, a considerable number of shops already qualify or are close to qualification with their current training and facilities. Others may already also qualify for optional qualification in composite materials and aluminum repair. To qualify for the optional composite materials certification, shops must meet additional qualifications:
Shops must have the tools and equipment to repair advanced structural composite and carbon fibre components, and provide proof of training or certification in repairing those components.
Shops must have a clean room and an air filtration and evacuation system. Shops must also provide proof of any OEM certification for advanced structural composites or carbon fibre construction.

Repairers can also add to their certification an “aluminum repair capable” designation. The requirements for this certification are straightforward:
Shops must have a separate work area for aluminum repair, either a separate room or a curtain system. They must have a designated set of special tools specifically for aluminum vehicles to prevent cross-contamination from steel-body vehicles. Their inventory must contain all the required hand tools per manufacturer specifications.

Shops must use a 220-volt pulse MIG welder for aluminum work and an aluminum dent extraction system that contains a stud welder, a heat gun, a pyrometer, and aluminum hammers. They are also required to use specialized self-piercing rivet guns that meet or exceed manufacturer specifications.
Shops must have an immersion-type wet-mix dust extraction system in place.
Shops must have completed I-CAR Ford Structural Repair and I-CAR WCA05: Aluminum Welding training or have proof of functional equivalents.

Having a single stop certification is going to save everybody time and money

Once again, many shops may already qualify for these optional certifications or be very close to qualification. The full list of requirements is available on the company’s website.

As already stated, in the U.S., the program has grown to include more than 2,000 shops. Jefferies is aiming to have all qualified shops in Canada certified in order to provide coast-to-coast coverage and to have at least one certified repairer in every community. She expects that at least 800 to 1,000 shops will join the program.

The annual cost for basic certification is $2,950 CAD, which will include the OEM certification and recognitions that are added during the inaugural year. As an added incentive, participating shops are only required to pay a non-refundable $1,000 CAD deposit at the time of enrollment, with the balance due upon process completion and official certification.

Shops will have the option to select various OEM certifications and recognitions and marketing programs as they are added to the program in subsequent years, which could require additional fees.

“I am excited to have the opportunity to bring this program to Canada. The program is effective, efficient, and affordable,” Jefferies says. “By providing third-party, neutral certification, we’re bringing real value to all stakeholders in collision repair. By working together collaboratively as an industry, we can really make a difference. It’s a win for everybody.”

###

This article originally appeared in the Spring 2016 issue of Collision Quarterly.

Assured Performance Appoints Bob Keith Senior Director of Compliance and Education

ASSURED PERFORMANCE APPOINTS BOB KEITH SENIOR DIRECTOR OF COMPLIANCE AND EDUCATION

LAGUNA HILLS, CA – Assured Performance is proud to announce the appointment of Mr. Bob Keith as Senior Director of Compliance & Education. Keith will assume responsibility for managing the network of over 300 shop inspector auditors across North America. His role will also oversee education and business improvement initiatives for the Assured Performance Network of over 2,800 Certified Repair Providers.

Keith is a well-known industry leader with nearly 40 years’ experience. In the late 70’s, Keith became a body shop owner-operator when he and his partner formed Silver Hammer Body Co. Today the partners own four CARSTAR franchises in Nebraska and Kansas.

Keith served on the I-CAR International Board of Directors filling many roles between 2007 – 2016 including Chairman of the Board in 2015. Bob currently serves as Treasurer of the AMI Board of Trustees. Bob is also a 12 year member of the Skills USA National technical committee for collision repair.

“I am looking forward to my new role at Assured Performance. It’s a great opportunity for me to continue to serve the industry that I love in the OEM Certification space. Assured Performance has a great team and an impressive set of tools that will help best-in-class body shops maximize their investment into becoming Certified,” stated Bob Keith. “Through inspector-auditor coaching and shop education we will be able to help thousands of Certified Repair Provider’s achieve even greater success.”

Scott Biggs, CEO of Assured Performance said, “We are thrilled to have Bob join our executive team to work closely with our shop inspector-auditors, staff, and Certified repair network to drive our business success. He has the perfect background to help expand the impact of our OEM Certification and business improvement programs.”

Bob joined CARSTAR corporate in 1996 and assumed responsibility for training and education in 2009. Recently his role was managing training for CARSTAR’s EDGE Performance Platform. Keith worked at CARSTAR for 20 years.

###

About Assured Performance:

Assured Performance is the largest network of Certified body shops with over 2,800 body shops participating. Assured Performance was created as a joint-effort initiative to provide body shop Certification for several of the largest automakers in the world covering over 60% of all vehicle brands on the road including but not limited to: Ford, Nissan, Fiat-Chrysler Automobiles (FCA), Hyundai and others. Assured Performance is comprised of three entities: A non-profit consumer advocacy organization, a legal Cooperative (Co-Op) and a management company. Combined, they are the industry recognized leader in Certification, collision repair business development and consumer awareness. To learn more visit www.assuredperformance.net

Assured Performance OEM Certification Symposium Set for August 10-11, with NACE in Anaheim, CA

Laguna Hills, CA – Assured Performance, the largest OEM Certified collision repair network in the world announced details today for the OEM Certification Symposium held in conjunction with the NACE expo, August 10-11, 2016. Assured Performance and Automakers including: Ford, Nissan, Fiat-Chrysler Automobiles, Hyundai and others have joined together to host a content-filled symposium for Certified repair providers, interested repairers and invited guests.

Through panel discussions, presentations by the OEMs and instructional seminars, attendees will have the opportunity to gain insight into industry trends and Automaker strategies; while learning how to maximize the value of their OEM Certification credentials and turbo-charge their business by capitalizing on the industry-changing dimension. The symposium will expose attendees to an in-depth, hands-on review of special certification-based marketing and sales programs that are solely available through OEM Certification programs. They will explore how OEM Certification is linking vehicle owners directly with Certified repair providers through the new and rapidly expanding OEM customer referral programs (CRP). The event will also debut several cutting-edge tools for repair quality assurance, documenting the use of OEM repair procedures such as: KPI/data management, process management (ERP) and customer relations management (CRM).

Body shop owners and managers who are interested in learning more about how OEM Certification is changing the collision repair industry are invited to attend. Pre-registration is required. The OEM Certification Symposium will be held at the Anaheim Convention Center, CA in conjunction with the NACE expo. The symposium spans over two-half days and begins August 10 from 1:00 PM – 5:00 PM, followed by a special OEM Roundtable Reception and Assured Performance sponsored concert performance. The symposium reconvenes August 11, 2016 from 8:00 AM – 12:00 PM.

Registration for the OEM Certification Symposium is now available to Collision repair providers for a one-time payment of only $135 per registered attendee, which includes general admission to NACE.

Registration Details

To register or learn more about the OEM Certification Symposium, visit our website at assuredperformance.net/events or call (949) 221-0010 to speak with an Account Specialist.

Collision repair providers who are not yet Certified, please call (949) 221-0010 to register for the event.

Assured Performance to partner with Nissan North America in Relaunching the Nissan GT-R Certified Collision Repair Program

Assured Performance to partner with Nissan North America in Relaunching the Nissan GT-R Certified Collision Repair Program

June 13th, 2016 – Laguna Hills, CA –Assured Performance announced today they are entering into an exclusive strategic agreement with Nissan North America to relaunch and manage their GT-R Certified Collision Repair Program.

The new GT-R Certification program allows dealers and independent collision repair facilities that meet the necessary qualifications, to be Certified by Nissan North America as a collision repair facility of choice for its vehicle owners. The program allows GT-R vehicle owners the option to choose a Certified collision repair provider, that has the proper tools, equipment, training, and facility required to repair their vehicle to OEM specifications and ensure the vehicle’s fit, finish, durability, functionality, value, and safety are preserved. This is particularly important based upon the fact that the GT-R vehicle is a unique, high performance vehicle that requires a qualified collision repair facility that can repair it.

By leveraging the existing certification process, shops are able to eliminate redundant costs; making certification more affordable for dealerships and independently owned collision repair businesses that meet the requirements.

Manager for the Certified Collision Network for Nissan North America, Mark Zoba stated, “Nissan is committed to all our vehicle owners in being able to provide a quality repair option in the marketplace validated to have the right training, tools, and equipment to maintain performance and safety of their vehicles after a collision. This is equally important for our GT-R owners. The GT-R being a high performance vehicle developed with materials not typical in the everyday vehicle, requires special equipment and training of shops to ensure a proper repair. Assured Performance is a proven and trusted partner with Nissan for our collision repair provider certification, and a perfect choice to help Nissan drive the new elite GT-R Certification Program as well.”

Scott Biggs, CEO of Assured Performance commented, “We are proud to partner once again with Nissan North America to repackage and relaunch the GT-R Certification Program. The GT-R vehicle is a beautifully designed super car that can go as fast as 193 MPH with amazing cornering abilities. Our Certified Network provides the best choice for GT-R vehicle owners should they need a proper and safe repair.”

Assured Performance certifies best-in-class collision repair businesses that have met or exceeded the OEM advanced technical repair requirements. Assured Performance Certified Collision Care providers are located in every state with 98% coverage of the country. Certification provides top performing collision repairers a way to increase the value and credibility of their business and differentiate themselves in their market.

Visit www.GetGT-RCertified.com for information on the GT-R Certification Program and www.assuredperformance.net for more information about Assured Performance.

Assured Performance Launches Mobile Inspection Audit App to Enhance 5-Step Certification Validation Process

Laguna Hills, CA – Assured Performance Network, the country’s largest OEM Certified Collision Repair Network, announced major enhancements to their 5-Step Certification Validation Process, in concert with the launch of a proprietary mobile App, for use by hundreds of their onsite Inspectors. The Assured Performance Certification “proof of compliance” is completely transparent, employs numerous checks and balances, and follows ISO and GAAP compliant steps; unlike programs that rely on subjective verifications and manually checking a box. Assured Performance onsite Inspectors will use a patent pending Smart App to optimize consistency, efficiency, and an additional layer of integrity.

Assured Performance is recognized as having the most stringent and comprehensive business requirements for official OEM Certification. To become Certified, shops must provide proof of compliance, then pass an onsite audit, and several comprehensive internal reviews. To electronically document all of the requirements efficiently and consistently, Assured Performance has developed a proprietary mobile App and integrated its use with the extensive training and testing. Now, trained Inspectors will follow a consistent inspection workflow, providing electronic images, scans and notes, and upload the information to the web for additional internal auditing using the new proprietary mobile tool. It requires the Inspectors to take photos onsite and in sequence. The App additionally guarantees high quality images, organization of the hundreds of documents and images and pins them to the shop, inspection, and location.

The Assured Performance 5-step Validation Process includes an initial capability assessment supported by electronic documentation as the first “proof of compliance” step. The application documentation is reviewed with an internal Account Manager to rectify any deficiencies and complete compliance prior to an onsite inspection audit. Then, a trained and tested Inspector conducts an on-site audit and electronically documents the possession and use of the various tools, equipment and facility modifications, as required by the participating OEMs.

“Our Inspectors must always be above reproach and efficient and consistent as they document the shops proof of compliance.” stated Michael Quinn, Executive VP of Assured Performance. “We built this special App and added it to our 5-Step Validation Process in order to help our team achieve an even higher level of excellence and integrity.”

Since the inception of Assured Performance OEM Certification, all of the electronic documentation has been web based and organized in the shop’s profile for review at any time for transparency. Now, Assured Performance Inspectors will use the new “Inspection Audit App” on their laptop, tablet, smart phone, or other mobile device to more efficiently provide the secondary electronic “proof of compliance” for the thousands of shops participating across North America.

The App makes the subsequent internal review steps more efficient, too. The Assured Performance “Internal Auditor” reviews the Inspector’s report and all electronic visual documentation. The internal audit is followed by a final review by a representative of the participating OEM before official Certification is granted. The new Inspection Audit App will save thousands of man-hours annually, while increasing the documentation quality and add even greater integrity in the work product. The Inspection Audit App is used exclusively by Assured Performance affiliated on-site Inspector Auditors and operates on all major software and is available for free download.

About Assured Performance: Assured Performance Network is composed of three organizations: A non-profit consumer advocacy organization, a legal co-op, and a management company. Combined, we operate as a third-party administrator for consumer awareness, body shop certification, and rebate rewards programs for several of the largest automakers. Assured Performance Network is the largest, most advanced repair capable network of Certified collision repair centers with over 2,500 participating shops. For more information visit: http://www.assuredperformance.net

Assured Performance Co-Op Announces 2016 Board of Directors

Laguna Hills, CA – Assured Performance, the largest network of Certified body shops in the world, announced today their 2016 Board of Directors for their Co-Op entity. In accordance with their bylaws, the Co-Op Board of Directors is represented exclusively by body shop owners on behalf of over 3,000 collision repair businesses across the entire U.S that are official Co-Op members.

The Board includes the following industry notables:

Brett Bailey, A&B CARSTAR – Midwest Region
Kathy Mello, TGIF Body Shop, Inc. – Northern California Region
Luis Alonso, Pan American Collision Center – Southern California Region
Dusty Womble, Roger Beasley Collision – South Central Region
Ron Reichen, Precision Body & Paint, Northwest Region
Matt Parker, Parker Auto Body – South East Region
Dave Rush, D&M Auto Body – North East Region
Paul Van Aken, Paul’s Quality Collision, LLC. – North Central Region
Matt Thornton, Park’s Royal Body Works – Western Region

These highly successful shop owners represent all regions across the country with hundreds of years of experience collectively. Individually, they have shown themselves to be effective leaders in the industry and their respective markets.

The Co-Op enables body shops to participate in various rebate-reward programs to provide value to the participating shops. This is a great way for business’s to be financially rewarded; helping with continuous improvements necessary for shops to be successful, and allowing them to further invest in the critical business needs that shops are facing now and in the future.

“We are proud that our Board represents the brightest minds and the best collision repair businesses across the country and look forward to their participation on our board to make our Co-Op and Certified Rewards Programs the best service to shops in North America,” stated Scott Biggs, Chairman and CEO of Assured Performance. “These professionals have proven themselves through their past success, acute business knowledge, and leadership within the industry.”

Shops who have met the Assured Performance standard for certification have demonstrated they have the right tools, equipment and training to properly repair participating OEM’s vehicles to ensure the fit, finish, durability, safety and value of those customer’s vehicles.

About Assured Performance:

Assured Performance Network is composed of three organizations: A legal Co-Op, a non-profit Consumer Advocacy Organization, and a management company. Combined, they operate as a third-party administrator for Consumer Awareness, Body Shop Certification and Rebate Reward Programs for some of the largest auto manufacturers.

For shops interested in becoming Certified and joining the most advanced repair capable network in the world visit: www.certifymyshop.com. Insurers can visit: www.certifiedbodyshop.info to locate Certified shops throughout the country.

Assured Performance Introduces 5-Star Business Performance Program

Laguna Hills, CA – Assured Performance Network, the collision industry’s leading body shop Certification organization, announced today the official launch of their 5-Star Business Performance Program. The 5-Star Business Performance Program helps body shops to improve their business capabilities aimed at exceeding the industry’s highest levels of performance and attainment of their personal success goals. The 5-Star Program provides shops with an in-depth business analysis resulting in a confidential self-assessing rating and ranking. Then, the shops get a business improvement action plan, expert coaching, and ongoing KPI monitoring.

Upon enrollment in the optional program, shops go through a performance analysis determining areas of weaknesses and opportunities for improvement including: production management, marketing, sales, customer service, financial management, HR management, and technical proficiency. Shops receive in-depth improvement plans, access a KPI dashboard with alerts when performance slips below goals and timelines. Unlike other industry programs that use shop rating to penalize shops, the Assured Performance 5-Star Business Performance Program awards it’s participants with a confidential rating and ranking for self evaluation and blind benchmarking with similar businesses.

Shops now have an independent and confidential source to help monitor and improve their performance based upon KPIs and business practices that are in their best interest for efficiency and profitability. Shop performance information is confidential, never shared with third parties, and is only accessible by the participating shops who elect to enroll in the optional program. The 5-Star Business Performance Program is designed for independent and dealership body shops. Already, nearly 1,000 dealership body shops are enrolled in the program.

“Our 5-Star program is driving shops to levels of performance previously unimaginable. Our shops are already in a league of their own because they are technically compliant to perform advanced repairs,” stated Michael Quinn, Executive Vice President of Assured Performance. “Now we are empowering them to further distinguish themselves in their marketplace by focusing on proven best practices, KPIs, and financial performance.”

Assured Performance has built and launched these business development services to ensure that the entire Assured Performance Certified Repair Network is both the most advanced repair capable and the most efficient and effective shops, and representing the best repair choice in every market.

“A shop can be technically capable, but if they are not a healthy business, they are not the best choice as a Collision Repair Provider,” stated Aaron Clark Vice President of Technical Compliance. “We are doing what it takes to make sure our Certified shops are also the best performing businesses in the industry!”

About Assured Performance:

Assured Performance Network is the largest most advanced repair capable network of Certified collision repair providers with nearly 2,500 participating shops.
Assured Performance Network is composed of three organizations: A non-profit Consumer Advocacy Organization, a legal Co-Op, and a management company. Combined, they operate as a third-party administrator for Consumer Awareness, Body Shop Certification and Rebate Reward Programs for the leading Auto Manufacturers in North America.

Assured Performance Launches Accident & Collision Care Smartphone App

Laguna Hills, CA – Assured Performance Network, the country’s largest Certified Collision Repair Network, announced the official launch of their consumer-facing smart phone App – Accident & Collision Care. The Assured Performance consumer-facing smart app instructs vehicle drivers to properly document the details of an accident including: photos, other driver’s information, a comprehensive accident description and all the critical information needed to create a complete detailed accident report. Consumers may also select a Certified Collision Repair Provider of their choice, set an appointment and send the entire report to the shop or any other interested parties. The free consumer smart phone App is now available on Apple App Store and Android Google Play.

What makes this app unique and a game-changer is its ability to automatically set an appointment with an OEM Certified-Recognized Collision Repair provider in their community much like an insurer Direct Repair Program (DRP) assignment works today. The App identifies Certified shops based upon the VIN or year, make, and model of the vehicle and geo-location, or the consumer can pre-select their preferred Collision Repair Provider. The app even uploads the entire accident report including the critical insurance and vehicle information and confirms the connection between the Certified shop and the vehicle driver.

phone-hand1 copy inthenews The foundation of the smart Apps and shop locators alike is the network of thousands of Certified-Recognized body shops located in nearly every community. All of the Certified Collision repair providers have met or exceeded standards for tools, equipment, training and facilities required by the participating Automakers to properly repair their vehicles to manufacturer specifications helping to ensure the fit, finish, durability, value and safety.

In addition to the Assured Performance consumer App, the participating Automakers already have, or soon will have, smart Apps and online Certified shop locators specific to their vehicle models that leverage the same database of Certified Repair Providers. Combined these are creating an OEM customer referral program supporting the shops that are Certified. This approach further delivers on the Assured Performance claim, “Certified Once, Recognized by Many”.

“Now that our network of Certified shops blanket nearly the entire country, we can actively educate the consumer and provide them with a Certified Repairer choice almost anywhere they might need and want one” stated Assured Performance Chairman and CEO, Scott Biggs. “Our mission is to ensure that all consumers receive an exceptional repair experience delivered by exceptional businesses.”

This smart app can be utilized as an emergency tool in the moment of crisis or can be downloaded ahead of time (recommended).

Download Information:

The Accident & Collision Care App is FREE with no in-app purchases

For additional detailed information, visit the Accident & Collision Care website at: http://app.collisioncare.org/

To download the app for iOS on the iTunes Store here

To download the app for Android on Google Play here

Assured Performance Launches Data Management Services for Certified Repair Providers

Laguna Hills, CA – Assured Performance Network, the country’s largest Certified Collision Repair Network, announced today the official launch of their suite of data safeguard and management services exclusively for their Certified shops. This unique data service creates and maintains a cloud data storage account for each of their Certified shops much like a safety deposit box at a bank. Now, the shop truly owns their own data and determines how it can be utilized.

Assured Performance is empowering their Certified shops by providing three services working in tandem: dataSAFE^TM, dataMANAGER^TM, and dataIQ^TM. Through the use of the data toolset, the shop’s data is safeguarded and managed exclusively by the shop; not a third party. The data toolset provides Certified shops with various data management benefits including shop performance analysis, KPI reporting, and proof-of-purchase transactional reporting, but without exposing the shops confidential data.

The Assured Performance data services are engineered to report data analytics versus sharing the actual data with third parties. Without exposing the data, shops are able to automate reporting for various rebate incentives, or performance reporting for OEM Certification. Since data integrity is essential for accurate reporting, the data tools automatically create reports and display KPIs without the ability for anyone to access or manipulate the raw data. With this unique approach, shops can now use the data in various manners without violating third-party privacy issues.

Another unique aspect of the Assured Performance data management service is its approach to consumer protection and data privacy. All the shop’s data, including confidential consumer information, never leaves the possession and control of the originating shop. Therefore, customer data remains with the shop to be handled in accordance with all applicable state and federal laws and privacy acts. Further, there is no processing of the estimate lines and vehicle repair data unless the shop does so using the dataIQ tools provided and activates the automated reporting. Therefore, the shop always stays in control of their data.

Assured Performance leverages Amazon Web Services to provide the cloud data storage and safeguarding. Already, nearly 2,000 Certified shops have installed the Assured Performance services and now have dataSAFE accounts and KPI reporting.

“We have always been a leading advocate for shops to maintain their data privacy and ownership,” stated Assured Performance CEO, Scott Biggs. “We’ve worked hard to find a logical solution to address the conflicting needs and concerns. We are proud to provide our Certified shops with data safeguarding with all of the KPI reporting they need and want.”

Assured Performance’s data services allow the participating Certified shop complete data ownership and control. They are able to see their performance metrics in a variety of graphs, gauges and reports to effectively manage their business. Also, the shop can always elect to stop the services, export their data, and delete all residual data from their dataSAFE at any time. This ensures the shop has access and control over their data while allowing them to use it in various ways for their own advantage and benefit.

About Assured Performance

Assured Performance is a non-profit consumer advocacy organization specializing in the automotive collision repair market segment. Assured Performance works with the top automakers to identify, audit and promote collision repair providers that meet best-in-class business standards and the manufacturer’s requirements. Consumers can go to www.assuredperformance.net to find a list of Certified Collision Repair Providers.

Assured Performance Network is now Collision Performance Network

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Assured Performance Releases Certified Network Management System

ASSURED PERFORMANCE APPOINTS MASSIE VICE PRESIDENT OF NETWORK MANAGEMENT AND INTEGRATION

Kia Partners with Assured Performance to Launch the Kia Recognized Collision Repair Facility Program and the Kia Recognized WholesaleDealerProgram

Certification: Not Just a Fad

Certification: Not Just a Fad

Trends

Customer Appeal

Consumer Awareness

Insurers

MSOs

How Did This Trend Start?

What’s the Hold-Up?

Getting Certified

ROI

DRP vs. OEM Referrals

OE Repair Procedures

Summary

Assured Performance Selects Veco Experts as a Preferred Provider

Assured Performance Introduces eLOBBY, Consumer-Direct Multi-Media Delivery System

Assured Performance Names Advantego Technologies to Offer eLISTINGS Web-Marketing Services to Certified Network

Assured Performance Announces the Launch of OEM Certification 2.0: The CRP Model

Assured Performance Announces 2017 OEM Certified Collision Care Provider Conference

Certified Collision Care Clinics 2017

Assured Performance Introduces Education Series Illustrating Certified Collision Care Business Operating Model

Assured Performance Appoints Mark Engelsdorfer Vice President of Strategic Partnerships

Ronald Doerr, Appointed Chairman of the Assured Performance Board of Directors

FCA’s KPIs for Certified shops include: repair information lookup, pre- and post-scans

More Information and Useful Links:

Images:

How are shops (virtually) selling their services to customers, if each customer is contacting 3-4 shops at a time?