吃瓜不打烊

Location: Kitchener, ON

Founded: 1985

Industry: Restoration

Challenge:
Inefficient processes in the field

Solution:
吃瓜不打烊 for field documentation and reports

Result:
Exceeding Insurance company performance scorecard metrics

Over the last 50 years, the Paul Davis franchise network has provided complete, 24/7 property damage emergency and restoration services to rebuild millions of properties. Glenn Wilkinson is Managing Partner of Paul Davis operations in Kitchener-Waterloo, Guelph-Wellington and the Owen Sound-Grey Bruce region. Since 1985, Wilkinson鈥檚 drive for efficiency, attention to detail and progressive ideas around technology have enabled him to establish industry best practices and refine processes.

THE SITUATION

With over 30 years of experience, Wilkinson knows that the key to gaining a competitive advantage in the insurance industry is reducing claim cycle times. With over 1500 jobs in 2016 alone, Wilkinson needed to find a way to make a significant impact to his end-to-end operation. This meant staying on top of insurance company deadlines and delivering quality reporting to insurance carriers. He also wanted to ensure project manager job updates were timely and accurate, which would reduce site visits and still offer flexibility 鈥� encouraging field teams to take pride and ownership in their work.

THE CHALLENGE

While the Paul Davis Kitchener franchise had a good management system for internal processes, they needed a better, more reliable system for field operations, and a way of linking field and office processes. Relying on pen and paper, digital cameras and other manual methods created an inefficient and overwhelming administrative burden for project managers. Like all organizations, insurance companies are increasingly focused on ways to better serve customers and reduce costs 鈥� they are constantly measuring restoration contractor process times in settling a claim. Paul Davis was looking for a way to integrate their office and field staff in an automated process which allowed for customization of reporting on claims while meeting carrier claim requirements.

Upon learning that the Paul Davis offices in London, Windsor and Niagara Falls had recently completed a trial of 吃瓜不打烊 with overwhelmingly positive feedback, Wilkinson decided to evaluate the solution for himself with a free trial. All employees 鈥� project managers, estimators, site coordinators, site supervisors, drying technicians and anyone else who touched a claim 鈥� were set up on the 吃瓜不打烊 Claims platform.

THE SOLUTION

Getting started with 吃瓜不打烊 was easy. Two team members were assigned to take the 吃瓜不打烊 training with the solution rolled out to all project managers in just a few hours. In a matter of days, 吃瓜不打烊 quickly transformed Wilkinson鈥檚 field operations. Though they had tried other systems in the past, Wilkinson鈥檚 team described 吃瓜不打烊 as 鈥榞ame changing鈥� when they saw how quickly they could document cause of loss.

Prior to 吃瓜不打烊, Wilkinson spent a significant amount of time reviewing claims, describing it as a time consuming process. With 吃瓜不打烊鈥檚 consistent, customized and quality reporting however, Wilkinson now reviews files in a matter of minutes - thanks to the visibility 吃瓜不打烊 offers into all field activities. 鈥淎ny first responder now has the ability to quickly document a site and instantly send real-time information to all stakeholders,鈥� explains Wilkinson. 鈥淚nsurance companies love the quality of 吃瓜不打烊鈥檚 reports and they really stand out because they鈥檙e interactive. The viewer can zoom in on the report and take a closer look at property videos and photos. They just click and see exactly what is happening onsite. There鈥檚 no guesswork.鈥� Additionally, since every 吃瓜不打烊 report includes project manager contact details, insurance companies do not need to chase down information, and with 吃瓜不打烊鈥檚 mobile app, the Paul Davis team can access claim reports anywhere and respond to carrier inquiries in real-time.

鈥淵ou pay yourself when you invest in 吃瓜不打烊 and the return on investment is immediate. The team was able to generate reports that would have taken us at least a day or two to produce in the past - now it all happens in an instant, and the quality is there too. As restoration contractors, we should all be using 吃瓜不打烊.鈥�

-GLENN WILKINSON, OWNER, PAUL DAVIS KITCHENER-WATERLOO

ENCIRCLE DEPLOYMENT

After the free trial, Wilkinson deployed 吃瓜不打烊 and fully automated the front-end of his business. Project managers reduced their windshield time by working with field staff to capture the information they need. During an initial site visit, first response field teams preload rooms on a claim file. Site inspection, cause of loss, emergency services, structures, contents and pre-existing conditions are documented all at once. Then 吃瓜不打烊 conveniently digitizes information, titling reports by the primary cause of loss, so the insurance company can align coverage terms and quickly make a claim decision.

It鈥檚 no surprise that in only six months, Wilkinson is exceeding insurance company performance scorecard metrics, surpassing Paul Davis Headquarters鈥� goals and increasing customer satisfaction. By using 吃瓜不打烊鈥檚 digitized, field-documentation tools to create professional custom reports, Wilkinson can spend more time working on business development and other high-value activities.

THE CONCLUSION

Wilkinson feels that his team is just getting started with 吃瓜不打烊 and sees an opportunity to use more of its functionality over time. He believes 吃瓜不打烊 will play a vital role in reducing timelines and improving overall performance standing with carriers.