AutocheX Enhances Customer Service and Technology Development Through Integration With Mitchell
SAN DIEGO--Oct. 3, 2002--AutocheX, the collision repair and claims industry's largest and most recognized source for customer satisfaction indexing (CSI), today announced it recently completed integration with Mitchell International Inc.'s award-winning customer service team, as well as with its technology development group.
The move, which follows Mitchell's acquisition of AutocheX last fall, significantly expands AutocheX's capabilities and further solidifies its position as the industry's leading provider of CSI measurement services.
"AutocheX is going through an exciting time," said Dennis Kiyohara, AutocheX co-founder and vice president. "We've long been the No. 1 CSI provider. But staying on top means constantly enhancing our service. Our affiliation with Mitchell, with its technology talent and outstanding customer service, will further strengthen our organization and enable us to better serve our customers."
Mitchell's customer service group has been honored on several occasions for its service excellence. Most recently, Mitchell received the 2001 Software Technical Assistance Recognition (STAR) award, which is the highest form of recognition given in the service and support industry. Mitchell was selected for the award by the Service & Support Professionals Association (SSPA) and was recognized in the sustained customer service excellence category. The association represents over 500 member companies worldwide, including such industry leaders as Intel, Hewlett-Packard and Compaq. This was Mitchell's second STAR award, having also won two years earlier.
Statistics also show that Mitchell takes customer service seriously. Last year, 72 percent of customer calls were answered by a customer service associate within 30 seconds. For the first quarter of 2002, 79 percent of the calls were answered within that time. With the integration completed, Mitchell's large and expertly trained customer service team will now answer calls from AutocheX customers.
Kiyohara said AutocheX will also benefit from Mitchell's technology development group, which has created the next generation of eBusiness claims tools and applications to benefit the industry. Working with this talented group, AutocheX will continue to enhance and expand its CSI capabilities.
"Mitchell is one of the most recognized and trusted companies in the industry with a depth and breadth of offerings that are unmatched," Kiyohara said. "Mitchell's database, products, connectivity and service set the standard. For the AutocheX customer, this integration will translate into stronger customer service and new product capabilities. The industry's leading CSI provider is now even better."
About AutocheX
Since its founding in 1991, AutocheX has been the leading provider of customer satisfaction indexing (CSI) services to the automotive claims industry. AutocheX interviews more than 35,000 vehicle owners every month and has the largest database of customer opinion in the industry today. AutocheX measures customer satisfaction with the claims process, collecting information on the customer's experience with the insurance company and collision repair facility. Insurers and shops use the AutocheX results to monitor and improve customer satisfaction, to retain and attract new customers, and to increase profitability. For shops, CSI measurement also serves to enhance their business relationship with insurers. AutocheX also measures customer satisfaction for home and property repairs, auto glass repair, rental car, collision repair parts, estimating systems and management systems. For more information on AutocheX, contact Bonnie Ward at 858/530-8990 or bonnie.ward@mitchell.com.
About Mitchell International
Mitchell International Inc., founded in 1946 and with headquarters in San Diego, is The Source for information software and eBusiness solutions for the insurance and collision repair industries. Providing services that enhance productivity, profitability and customer satisfaction, Mitchell facilitates several million electronic transactions between more than 16,000 business partners each month. Mitchell's own parts and labor database, a critical connectivity point between shops and insurers, is trusted for its accuracy and respected as the industry standard. For more information on Mitchell, contact Bonnie Ward, Public Relations Manager, at 858/530-8990 or bonnie.ward@mitchell.com. Visit our Web site at www.mitchell.com.