AssessorsJournalMagSpring2024 web - Flipbook - Page 25
As your customer network
grows, how do you manage a
software roll-out?
Our bespoke systems seamlessly
integrate with our customers' IT
platforms via API connectivity or
through a web browser viewpoint.
We can easily link to an insurer's
own claims set-up, or we can install
our own platform which requires
limited development. This means
no downtime. Information is shared
securely and quickly between
organisations, and the IT set-up is
simpler. As I mentioned, Silverstone
Software’s role is to support and
manage the IT transition with the
option for customer training and
bespoke platform alterations.
Do you have plans to use AI
technology?
When real-time data is essential to
the success of claim deployment and
repair cycles, AI works in our favour.
Silverstone Software is currently
looking into ways to move our
Intelligent Deployment System (IDS)
forward. Due to the amount of data
we handle, we’re investigating ways
to effectively use AI across our core
systems, with a plan to implement
AI in 2024. From an operations
perspective, the usage will be limited
to our intelligent deployment feature,
ensuring the most accurate 昀椀rst-time
deployments.
You’ve mentioned National’s
digital platforms. What other
software solutions do you offer?
Our clients have the choice to
utilise weDeploy – our unique repair
management solution. weDeploy is
an application tool which connects
insurers to our trusted network
of repair centres across the UK to
make direct bookings. Users can
con昀椀dently provide information to their
policyholders and rest assured vehicles
are being repaired in the most suitable
location and to the right speci昀椀cations.
Returning to the initial pain point of
being unable to accept a claim within a
reasonable timescale, weDeploy allows
operatives to deploy a job whilst on
the phone to a policyholder, capturing
information at the 昀椀rst point of contact
to secure the claim.
a complete end-to-end claim solution
from when a job is deployed rather
than waiting for the vehicle to reach
the bodyshop. Our Progression Team is
responsible for monitoring the progress
of individual repair journeys where the
system proactively spots any issues or
potential delays. This not only delivers
signi昀椀cant bene昀椀ts to our customers:
reduced repair times, accurate data,
transparent tracking, etc, but also these
can be passed on to the policyholder
for a better customer experience.
Do you believe these technical
advances will help reduce the
repair times?
Absolutely, we have already seen
the results. We have over 500 repair
centres in our National network, which
our customers have instant access to
for claim deployment. Progression
2.0 provides real-time monitoring of
each repair job, which, along with our
Progression Team, can ensure every
job is managed effectively with minimal
delays. It operates as soon as a valid
deployment is made, capturing lead
times from the 昀椀rst deployment step to
give a true re昀氀ection of timings. This
is vital for our customers to have such
insights.
How has tech progressed
National as a business over the
last 14 years?
Since the acquisition of Silverstone
Software, National has been able to
develop our internal systems faster
and within a controlled environment.
We’ve been able to gather, utilise and
test data to measure performance and
provide solutions for our customers,
automating everyday manual tasks,
increasing productivity and customer
satisfaction, and aiding progression
with their own team by spotting
and resolving issues 昀椀rst-hand. This
is just the start for National and
our customers; we’re dedicated to
continually improving our technology
and services to support the entire
vehicle repair sector.
JOURNAL
What other project
developments do you have
planned?
We’ve recently released our
Progression 2.0 software, which offers
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