Call Center Services
TenPoint Complete offers a broad range of services to the automotive and auto physical damage industries in addition to outbound customer satisfaction and loyalty programs.
Manager of Sales & Call Center Service
1.800.343.0641 x 239
SureCritic – Online Reputation Management
SureCritic is best described as Online Reputation Management. Everyone is familiar with the importance of word of mouth advertising. SureCritic is a tool that helps you promote and monitor your “word of mouth online,” which is becoming increasingly important. Many online reviews are not credible because they are not verified. They also tend to skew to the negative of, say, your actual CSI numbers. SureCritic uses content from TenPoint Complete to populate a BRP (Business Review Page). SureCritic is optimized with Google and other major search engines. That, plus the fact that you will have robust content from actual customers via TenPoint Complete, will position your business well in online searches.
Shops receive a unique BRP and URL online. Shop managers have 14 days to recover negative reviews prior to them being posted on the site – but, there is no “gaming” of the site. The BRP also has business information and maps on it. There is a certain engagement or management aspect to the BRP that would require the involvement of managers and/or an online content manager of some kind. However, set-up is simple and it does not require a lot of time after set-up.
It is not necessary to be a customer of TenPoint Complete to use SureCritic. There is an e-mail application that also leverages Facebook, Twitter and other social media
Click here to launch the SureCritic website.
TenPoint Complete Repair Scheduling provides independent, multiple location and dealership groups with a professional standardized process for scheduling workflow. TenPoint Complete Repair Scheduling assures that customers are contacted and scheduled for repair at your facility that is convenient to the customer and has capacity to manage the experience. TenPoint Complete Repair Scheduling is integrated with your Information Provider, insurance client scheduling software and management system to ensure that your information is always up to date. It improves capture rates and is a pro-active, positive customer touch point.
- First contact is made within 30-minutes of receiving the assignment
- Calls go out every two hours after first attempt has been made in an effort to communicate with the vehicle owner and schedule his/her appointment
- Consumers are contacted on behalf of the collision repair center they have selected to work with
- Professional, action-oriented messages left for vehicle owner after first call attempt
- TenPoint Complete attempts to contact consumers a maximum of six times before sending the appropriate information to the collision repair center as a lead. This number can be customized per client
- Non-drivable assignments are sent directly to the collision repair center to manage and schedule towing
TenPoint Complete offers inbound help desk capability. This can be used, for example, as a customer concern/complaint line. We can build tools around specific client needs in order to measure and manage the system.
First Notice of Loss (FNOL)
First Notice of Loss (FNOL) is often the first customer touch point of a repair experience, and a vital interaction that sets the first impression and impacts the customer perception of the entire claims process. TenPoint Complete offers FNOL outsourcing services to insurance companies, third party administrators, managing general agencies, self-insureds and fleet managers.
- Effective cost control for claims organizations
- Flexible resources to handle overflow during peak demand periods
- Customized to your company culture
- Integration with claims management systems
- Bi-lingual capability
- Weekend and evening hours
CSi Communicator IVR Artificial Intelligence
TenPoint Complete marketing programs help keep your name and brand on top your customers' mind. Designed to increase cars to your door and boost referrals, these cost-effective programs are easy to initiate. With interactive Voice Response (IVR) technology, results are immediate.
Voice blasts send a recorded message to your customers
Promote service specials
Thank You follow-up call
IVR call option messages may be personally recorded by collision center personnel
Special announcements, such as store openings, specials, updates
Service reminders for mechanical or dealership work
Call statistics available to you in real time through personalized web portals, and can also be emailed via push reports to your inbox or smart device.
TenPoint Complete, Inc.
8080 Corporate Blvd.
Plain City, Ohio 43064