This article provides overview, configuration and usage instructions for UpdatePlus CSI (Customer Satisfaction Index) surveys.

Overview
Setup
Post Delivery Feedback
Hot Sheets
Service Recovery

UpdatePlus CSI Overview

The UpdatePlus feature provides the ability for you to share repair information with customers. When this feature is enabled, repair information is shared with customers according to the Payer selected on the insurance tab of the workfile. This feature is available for both Repair Workflow and Estimating accounts.

CCC UpdatePlus is a web-based service that is integrated with CCC Estimating. The service keeps vehicle owners informed on the repair status by automatically sending messages to the customer's device of choice – cell phone or email – with updates that customers want and need to see.

Once a new repair order has been created or an arrival event has been entered, CCC UpdatePlus will start a series of updates to vehicle owners. When your timeline data (such as the estimated completion date) is entered or changed, or the repair is marked complete, vehicle owners are notified.

When setting up UpdatePlus rules, a standard template setting for all workfiles appears by default. Default settings are the base settings for all workfiles unless an insurance company has other specified settings. Some insurance company data sharing and CSI options are automatically activated and the ability to change these settings is disabled when the selected insurance company mandates data sharing with CSI.

Configuring CCC UpdatePlus

When activated, UpdatePlus allows communication to flow between CCC Estimating and your customers. In the UpdatePlus setup, these settings determine:

Which insurance companies you will allow to view your UpdatePlus data "Data Share".
Which companies you will allow promises to be created for.
Which payer types will trigger promise creation (If promises are NOT created, you will NOT be able to send repair status updates or custom text messages within CCC Estimating to your customers).
Which insurance companies you will allow CSI surveys to be created for.
Which CSI surveys will be created.

To configure your UpdatePlus settings:

Login to cccone.com with your CCC Estimating User ID and Password.
Expand the Site Navigation Menu, then select Settings.
Select the UpdatePlus tile.
Enable appointment message, repair status messaging, and CSI messaging. NOTE: Repair status messaging and CSI messaging must be enabled together. Disabling one will automatically disable the other.

Messaging types:

Appointment Messaging - This message type sends appointment reminds to your customer.
Repair Status Messaging - This message type sends updates on the repair progress to your customer.
CSI Messaging - This message type sends surveys to your customer.

Enter the name of your repair facility into the Company Name field in the Message Branding section.
If appointment messaging is enabled, configure the appointment duration. Configuring appointments is covered in more detail in How to Schedule & Setup Carwise.com Appointments.
Select your desired Default Settings.
- Add or Remove checkboxes to your desired payer type. Selected payer types will send out status updates for workfiles with the same payer listed on the Insurance Tab.
- Add or Remove checkboxes for CSI. You can determine when to send surveys as well as receive service recovery forms.
Select your desired Insurance Settings.
1. Click Add to add a new insurance company to the list.
2. Add or Remove a checkbox for Share Data. Data Sharing allows Insurers to view the status messages sent by the shop, the responses from consumers, and the results from the multiple question CSI survey.
3. Add or Remove checkboxes to your desired payer type. Selected payer types will send out status updates for workfiles with the same payer AND insurance company listed on the Insurance Tab.
4. Add or Remove checkboxes for CSI.

INS Options.png
NOTE: Some options may be grayed out. This occurs when an insurance company mandates a specific configuration for a setting, such as CSI.

If desired, enable Google Reviews. This allows customers to rate your business on Google, when completing the CSI survey.
When finished, click Save in the lower right-hand corner.

Post Delivery Feedback

The Post Delivery Feedback (Single Question Survey) is free and available to all users. When using the single question survey, the question sent to your customers reads:
“Were you completely satisfied with your [Shop Name] repair experience?”
NOTE: The Post Delivery Notifications for the 90, 180, and 365 day milestones may be disabled, however the Single Question Survey cannot.

Hotsheets

Hotsheets found in the CCC Estimating Customer Experience Dashboard are populated when the shop receives a below-threshold score on a survey. In order to access the hotsheet to review and acknowledge it, you can click on the Jobs delivered option in the Customer Experience dashboard. From there the you should see past jobs in red with the Task "Review hot sheet," and upon selecting the job the user will see two options: "contact customer" and "acknowledge".

To acknowledge a Hot Sheet:

Expand the Dashboard Navigation Menu.
Select Customer Experience.
Expand Hotsheets, then select Pending.
Select a workfile with a Review Hotsheet To Do status, then select Acknowledge from the mini-toolbar. The Acknowledge Hot Sheet screen displays.
Enter follow-up comments in the field, then click OK. The workfile is moved to the Acknowledged (7 Days) worklist.

Service Recovery

When a CSI survey is received, a note is logged to the Notes tab on the workfile. The note type is "CSI Survey, received" and is a hyperlink to the survey results.

NOTE: In order to complete the Service Recovery, user IDs must have the Customer Communication - Complete Service Recovery on hotsheets permission.

There is no specific event or note logged to the workfile when a hotsheet or service recovery is triggered. These are managed through the Customer Experience dashboard Hotsheets views.

When service recovery is triggered, a notification is sent to everyone with permission to view/complete the service recovery form. The notification is found under My Inbox > CCC.

When the service recovery form is completed, a note is logged to the workfile Notes tab (note type is "Service Recovery"). Everyone should be able to see this note. If you have permission to view/complete service recovery forms, then the note type is also a hyperlink that allows the you to open the completed service recovery form.

You might also see service recovery activity in some of the module reports, like the CSI Survey Detail and CSI Service Recovery reports.