Librestream Announces the Successful Pilot of its Onsight Mobile Collaboration Solution at Gerber Collision & Glass
Winnipeg, Mb- Librestream, the leader in Mobile Collaboration solutions, is pleased to announce that Gerber Collision & Glass has chosen to deploy the Librestream Onsight solution as a result of their very successful Centralized Appraisal Program (CAP) initiative.
With Onsight, Gerber was able to centralize appraisers in one location while improving service levels with customer service professionals at their repair centers. In the new world of CAP the customer service professional operates the Onsight mobile collaboration device and is connected with the appraiser at Gerber’s Elmhurst Illinois facility to show and discuss the car damage and generate a damage appraisal in real time. The appraiser, sitting at their PC, is able to take control of the device remotely to zoom in, save still images, and record video to include with the damage estimate and for future reference.
“When we launched our CAP initiative with Librestream, our goals were to improve appraisal accuracy and customer service, and increase our workforce flexibility and operational efficiency. I am pleased to say that we were able to achieve all of those goals by using the Onsight solution to centralize our appraisal processes,” states Tim O’Day, President of Gerber. He added, “We hope to extend this collaboration opportunity from within our own enterprise to include insurance companies to further drive productivity advancements in the future.”
The CAP pilot initiative at Gerber met or exceeded all of the program’s original goals with positive improvements measured in the areas of quality, productivity and client service as shown below.
- 7% increase in appraisal accuracy
- 3-4% increase in capture rates
- 15 minute reduction in client wait times
- A measurable increase in repair vs. replace labor and alternative parts utilization
“Gerber has developed a well-deserved reputation in the auto collision repair industry as an innovator. We were truly impressed with how quickly Gerber’s team was able to drive the process change initiatives and deliver on the CAP goals,” states Kerry Thacher, CEO of Librestream. Kerry added, “It is clear that Gerber is focused on customer service and productivity improvements. We are not at all surprised that Gerber is one of the top five automobile repair organizations in the US and we are proud to be a partner for them with our Onsight mobile collaboration solution.”
About Gerber Collision & Glass
Gerber Collision & Glass is a wholly owned operating division of The Boyd Group (US) Inc. Gerber has been dedicated to a philosophy of providing quality repairs and services to our customers since 1937. Currently operating 47 collision repair and auto glass centers in seven states, Gerber has over 800 employees. For more information on Gerber, please visit their Web site at www.gerbercollision.com.