• Automotive and Insurance
    Contact Center Services

Automotive

TenPoint Complete has expertise in the automotive and auto physical damage industries. We provide market research and contact center services that connect companies with their customers. We collect information about experiences, attitudes and perceptions that help companies:

  • Understand the customer experience
  • Turn detracting or passive customers into promoters of your company
  • Increase repeat and referral business
  • Measure and quantify results and trends over time
  • Provide internal management and external marketing tools
  • Drive profitability
Repeat and referral business typically accounts for a high percentage (60%-90%) of sales, and it costs 10 times more to obtain a new customer through marketing and advertising than it does to retain current customers. The increase in communication through social media makes it increasingly important to make sure your customers are satisfied. TenPoint Complete also has a tool to help automotive customers manage their online reputations called Review Site Optimizer.

CSI-NPS

TenPoint Complete surveys customers to give an unbiased account of satisfaction with your services and products. By employing and omni-channel communications platform, we communicate with your customers when and where they want to be heard. We utilize SMS, e-mail, IVR and live agent survey methodologies.

Whether end user or B2B, TenPoint Complete is your source for experienced, credible CSAT measurement.

Click here for our CSi Complete Solution Brief.

Employee Engagement

Having engaged and satisfied employees is as important as having satisfied customers. There is a direct connection between the two. TenPoint Complete measures your employee satisfaction on a number of key metrics to help you make personal and operational improvements that optimize performance. We can help you answer questions like:

  • What is my overall Engagement Index (favorable, unfavorable, neutral)?
  • How do employees understand how their work contributes to the goals of the company?
  • Employee perceptions of supervisors, managers, executives and owners
  • Feedback on perceived opportunities and career paths
  • Whether or not employees plan on being with the company in one year
  • Whether or not employees consider the organization a fun place to work
  • Perceptions on ability to operate systems and follow processes
  • Much, much more
Retaining quality employees and helping employees become more productive is one of the single greatest challenges of management. It also has exceptional ROI. Utilizing engagement tools for consistent employee feedback is a vital component of this important endeavor.

Scheduling - Lost Customer

TenPoint Complete Repair Scheduling provides independent, multiple location and dealership groups with a professional standardized process for scheduling workflow. TenPoint Complete Repair Scheduling assures that customers are contacted and scheduled for repair at your facility that is convenient to the customer and has capacity to manage the experience. TenPoint Complete Repair Scheduling is integrated with your Information Provider, insurance client scheduling software and management system to ensure that your information is always up to date. It improves capture rates and is a pro-active, positive customer touch point.

Help Desk

The Help Desk can be an important customer touchpoint, contributing to the overall satisfaction of the customer journey with your service or product. TenPoint Complete can build a knowledge base to answer questions or fill out required paperwork and forms, for example, leaving your staff more productive time to work in core competencies.

Insurance

TenPoint Complete has expertise in the insurance auto physical damage industry, which works in conjunction with the collision repair industry to repair the vehicles of policyholders who have damage.
We provide market research and call center services that connect companies with their customers. We collect information about experiences, attitudes and perceptions that help companies:

  • Understand the customer experience
  • Turn detracting or passive customers into promoters of your company
  • Evaluate the claims process
  • Increase policyholder retention
  • Measure and quantify results and trends over time
  • Provide internal management and external marketing tools
  • Drive profitability
Repeat and referral business typically accounts for a high percentage (60%-90%) of sales, and it costs 10 times more to obtain a new customer through marketing and advertising than it does to retain current customers. The increase in communication through social media makes it increasingly important to make sure your customers are satisfied.

First Notice of Loss (FNOL)

First Notice of Loss (FNOL) is often the first customer touchpoint of a repair experience, and a vital interaction that sets the first impression and impacts the customer perception of the entire claims process. TenPoint Complete offers FNOL outsourcing services to insurance companies, third party administrators, managing general agencies, self-insureds and fleet managers.

  • Effective cost control for claims organizations
  • Flexible resources to handle overflow during peak demand periods
  • Customized to your company culture
  • Integration with claims management systems
  • Bi-lingual capability
  • Weekend and evening hours

Recovery Service

TenPoint Complete Recovery Services include Direct Referral and Subrogation Services.

Help Desk

The Help Desk can be an important customer touchpoint, contributing to the overall satisfaction of the customer journey with your service or product. TenPoint Complete can build a knowledge base to answer questions or fill out required paperwork and forms, for example, leaving your staff more productive time to work in core competencies.

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