IGA and NWRA Conference Attendees Tour LYNX Services; NWRA Holds
Informational ROLAGS Session
May 20, 2010
|Keith Beveridge of Novus discusses the future
of the ROLAGS Standard under the watch of the NWRA.
The Independent Glass Association and National Windshield Repair
Association (NWRA) kicked off their annual conferences in Fort Myers,
Fla., today, with a tour of LYNX Services' call center. In addition,
NWRA president Mike Boyle of Glass Mechanix and board member Keith
Beveridge of Novus led an informational session about the Repair
of Laminated Auto Glass Standard.
LYNX attendees were treated to an inside look at the call center's
inner workings. Chris Umble, vice president of strategic development,
led a portion of the tour, and spoke with attendees about the company's
tiered service model released late last year in conjunction with
"It creates value at different levels of the value chain,"
he said. "For policyholders, the goal is to provide a better
He explained that the idea of the program is to differentiate between
shops "favorably on items other than price."
Umble added, "We all know shops are not equal. Some are better
He explained that items on which shops are judged are customer
satisfaction, warranty performance and "NAGS part utility versus
LYNX looks at nearly 100 percent of the claims it processes for
these items, he said.
"What evolves is a measure of value," Umble said. "You
may not be looking for best price in all cases, but you are looking
for the best value."
Others on the tour talked about the company's move toward electronic
processing, at the request of their insurance clients, and the fact
that shops can now enable electronic scheduling-so customers can
schedule work with a shop from the LYNX portion of certain insurers'
"You're going to have the opportunity not only to receive
the work assignment by e-mail, but also for the policyholder to
re-schedule the work," explained Paul McFarland, who oversees
the company's participant services. "More and more of our clients
have deployed services where their policyholders can go online and
service a loss."
During the ROLAGS session, Boyle talked about the evolution of
the Standard and the NWRA's goals, as it has applied to become the
secretariat for the Standard and currently is awaiting ANSI's executive
committee approval. One major goal, he said, is marketing.
"There hasn't been a lot of traction with our customers and
that's one of the things we're gong to work on," he said.
Beveridge said once the process is complete, work will also include
looking at developing a standard for damage 6 inches or more, as
was voted on last September.
The group hopes to schedule a meeting in the fall for committee
members, once the ANSI executive committee has accepted NWRA as
a standards developer.
"My call to action [is that] we want more people to consider
getting involved," said Beveridge.
The conferences are being held in Fort Myers, Fla., at the Sanibel
Harbour Marriott Resort and Spa. Both events continue through Saturday,
Stay tuned to www.glassBYTEs.com/AGRR magazine for more
information as it becomes available, and for a video report on Friday
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