License Verification for
Ordering MVRs

We worked with a sales fleet to develop a process that would allow their drivers throughout the United States and Canada to verify their license information and provide authorizations to run an annual motor vehicle record check.

Our approach: First we worked to fully understand the best ways to communicate with the client’s drivers and develop a user-friendly process that would not take the driver much time. After nearly three months developing the user interface, we were able to offer this solution in time for the client’s annual MVR run. We utilized conference calls and application development time building the solution and testing data.

Keeping the client involved in the process: We kept the client aware of the progress by giving them an opportunity to see the interface in beta testing. This allowed us to get the client’s feedback and be sure the solution met all of their needs. Since our Application Development team is in-house, the need for outside vendors/consultants was limited.

Overcoming obstacles: The greatest problem we overcame was developing a plan to effectively and seamlessly communicate the new process to all drivers without causing disruption to their daily tasks and duties.

Lessons learned: The primary lesson we learned was that even with this tool, the process needs to be customized and reviewed for each client. Some fleets may want all paperwork to go through their fleet department. Others may choose to have us manage the forms until the entire process is complete. This tool is very flexible and provides many opportunities to meet each fleet’s specific process and purpose.

Final outcome: We continue to have a strong relationship with the client. They have provided us with an opportunity to develop new tools in response to their expanding safety and accident services. We were also able to develop a unique online tool to assist in managing their driver data upload into the safety program, independent of the information used for accident management. Currently, the client partners with us for accident management, rental, subrogation and safety services.

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Vehicle Repairs

With a service fleet, our key business objective was to develop a unique claim process to handle repairs less than the deductible and keep an accurate record to assist them in making future insurance decisions.

Our approach: The goal of this project was to handle the client’s accident management implementation just like any other roll-out by reviewing the specific client needs and developing unique processes and solutions. Our project approach was to involve the dedicated Claims Representative who would be handling the account each day and adjust system fields and notifications to work differently for the unique process. Additional time and money was not spent as it is part of our normal approach to develop custom processes and solutions.

Overcoming obstacles: The major challenge we encountered was the lack of communication with the insurance company. We overcame this by having regular conference calls and educating them on our role and how we worked with the company to assist in the repair process.

Lessons learned: Through this project, we learned the importance of open communication, with both the client and their insurance company, to ensure all things are working properly.

Final Outcome: This project enabled us to capture key data that the client could utilize to make decisions regarding their insurance coverage and options. Today, the client is self-insured and partners with us for accident management, rentals, subrogation and safety services.

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Other Process Improvement Successes

Web-Based Vehicle Inventory Tracker to Order Auto-ID Cards

We developed a web-based vehicle inventory tracker to assist a client in ordering auto-ID cards. This creative option offered them the opportunity to make the process more efficient. The company consists of many entities and therefore tracking the vehicles was difficult. The online system offered a convenient way for managers across the United States to enter their information and receive their auto-ID cards. With the use of this system, the company then had an accurate inventory of vehicles to use for accident management and insurance purposes.

Online Rentals

Another example of a process improvement is the development of client-specific websites which allow drivers to go online and order rental vehicles. This allows managers to schedule rentals more efficiently rather than placing a phone call or faxing a form. The electronic form is available online and notifies us immediately of a required rental.

Repair and Salvage Approval

Currently, clients have the ability to log in to our online system to approve repairs and salvages before they are completed. This allows for ease of communication and tracking of the process. Each morning managers can review a full listing of claims in process and click approvals or send a note all in one screen.

Custom Web Development

We have also worked with a client to build a website to track pest and rodent claims. This website allows for accurate tracking of multiple individual contractors performing the work. Furthermore, we incorporated a P-card payment process ensuring timely and accurate vendor invoicing.

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