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 Allstate.

"It creates value at different levels of the value chain," he said. "For policyholders, the goal is to provide a better experience."

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 than others."

He explained that items on which shops are judged are customer satisfaction, warranty performance and "NAGS part utility versus market/peers."

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' websites.

"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, May 22.

Stay tuned to www.glassBYTEs.com/AGRR magazine for more information as it becomes available, and for a video report on Friday morning.

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