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    Mid-market AMC partner

    Customer satisfaction recovery: AMC partnership lifts CSI from 7.2 to 9.1 in 90 days

    6.4 days (benchmark 9.1)Mixed retail and fleet
    Outcome

    AMC's CSI score lifted from 7.2 to 9.1 over 90 days following deployment switch to Solution Repair Group sites.

    The brief

    A mid-market accident management company was losing fleet contracts on the back of poor customer satisfaction scores. Their incumbent panel was averaging 9.1-day cycle times and CSI of 7.2.

    What we did

    Phased deployment switch to Solution Repair Group sites over 30 days. Vantedge BMS portal access provided to AMC operations team for real-time visibility. Daily customer SMS updates standardised across all jobs. Single deployment desk and named account manager.

    The outcome

    Cycle time dropped from 9.1 to 6.4 days. CSI lifted from 7.2 to 9.1 in 90 days. AMC retained two fleet contracts that were under threat. Programme has continued for 14 months at time of writing.

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