Audatex is increasing its commitment to helping insurancecompanies and repair facilities manage auto collision claimsefficiently, accurately, and cost-effectively for their benefitbut, more importantly, for the benefit of the vehicle ownerthemselves.

AudaNet Comes to America

Optimized for the American automotive market, AudaNet is anintelligent, next generation automotive claims and collision repairplatform that seamlessly connects insurers, independent appraisers,repair shops and vehicle owners. Built on proven technologysuccessfully used for years across 20 countries throughout Europe,AudaNet already processes over 30,000 transactions daily.

AudaNet offers insurers optimized outcomes by maximizingefficiencies and customer satisfaction, and reducing lossadjustment expenses. For repair facilities, the platform deliverspeak operational performance by increasing repair accuracy, andpowering efficiencies for reduced cycle times, maximized customersatisfaction and optimized shop success. It also enables maximumdriver satisfaction by informing and empowering customers to getthem back on the road as quickly as possible.

AudaNet is the technology platform upon which Audatex's U.S.solutions are built, offered and delivered. These solutionsare:

• AudaNet Enterprise for insurers and multi-shop owners;
• AudaNet Expert for repair shops and appraisers; and
• AudaNet Driver for vehicle owners

While each solution is comprised of a combination of variousAudatex product modules, they all reside on the single-sign on,Web-based platform, AudaNet.  

The AudaNet platform harnesses predictive analytics, businessrules engines, and external data connections to drive intelligentworkflows. By seamlessly configuring workflows, AudaNet offerspowerful, adaptable and valuable customer solutions. Thesesolutions serve customers throughout the automotive claim andrepair lifecycle – from the time of collision, to appraisal, andthough repair or settlement.

FNOL: Starting Off on the Right Foot

The claims process begins with the first notice of loss (FNOL),when the vehicle owner first notifies their insurance company thatthey've been in an accident. AudaNet makes it easier for theinsurance company representative to help the vehicle owner get theprocess of filing a claim started.  Moreover, Audatex'FNOL solution provides intelligent real-time decision support toolsto ensure the optimal route is taken which will result in highcustomer satisfaction with less costs.

With AudaNet Enterprise FNOL, information about the vehicleowner, the vehicle, and the accident are all combined to predictthe outcome of that claim.  Based on the prediction, theAudatex solution will guide the call center representative throughthe process of quickly helping that vehicle owner get back on theroad. AudaNet Enterprise FNOL goes further than score-based systemsthat are available now, according to John Smith, Jr., seniorproduct manager for FNOL and mobile solutions at Audatex. Ratherthan simply assigning a score to each question about the airbags orthe car's drivability, the AudaNet Enterprise FNOL includes an"evaluate" button for the agent to click on that calculates a"probable outcome" for the claim. This evaluation createsa range of costs for the repair and compares those costs with thatof salvaging the vehicle.

Based on that information, an estimate can be made of the costto repair and from that determine the level of repair or if thevehicle is a probable total loss which means that more information,including an in-person assessment by an appraiser, may benecessary.

If the vehicle is determined to be repairable, thenthe agent then helps the vehicle owner decide where tohave the car repaired. Insurance companies have their designatedrepair program (DRP) facilities and have their own internalrankings of which shops are suited best to do which repairs, wherethey're located relative to the vehicle owner's home and how muchcapacity they have. The vehicle's owner can pick whatever garagethey choose to have the work done, however AudaNet Enterprise FNOLgives the agent a full array of information to help the vehicleowner make an informed decision.  

AudaNet Enterprise FNOL informs the agent that Body Shop A isfurther away from the owner's home than Body Show B, but Body ShopA has 10 bays reserved for vehicles covered by the owner'sinsurance company and can start the repairs tomorrow, said Smith,which might help the insured make a decision.

"Cycle time is very important to insurers and it's alsoimportant to the vehicle owners because they want their car fixedand they want it back in pre-accident condition," Smith said. Thekey benefit of AudaNet Enterprise FNOL is that it guides thepolicyholder through the beginning of the claims process while alsoempowering them to make decisions, such as their choice of repairfacility. It also gives them an important first impression aboutwhat the rest of the claims and repair process will be like. If youcan get their confidence early on, it'll make the rest of theprocess that much easier and greatly increase the chance thatvehicle owner will continue to be a policy holder, long after theclaim is completed.

AudaVIN: The Key Differentiator within AudaNet XpertEstimating

Doing a repair right requires accurately evaluating the vehiclethat is being fixed based not just on its vehicle identificationnumber (VIN) but on its list of regular production options (RPOs),the options installed on the assembly line and, in some cases,options installed at the dealer. AudaVIN (a module available withinAudaNet Xpert Estimating) is AudaNet's solution for obtaining avehicles total DNA, including RPO data, on millions of cars, andits database is about to get considerably larger.

AudaVIN already has access to data for the following makes:Mercedes, BMW, Mini, Smart, Volkswagen and Audi. But by early in2013, the AudaVIN system will add information on vehicles fromGeneral Motors along with Nissan, Jaguar, Infiniti and Range Rover,with other U.S. manufactures to be added shortly thereafter.

The AudaVIN system can already decode the VINs of all automakersbut with these specific makes, AudaVIN can obtain theever-so-specific DNA makeup of a particular vehicle, according toPatrick Schmidlin, Vice President, Product Management, Audatex.Schmidlin demonstrated Audatex' industry-first AudaVIN by enteringthe 17-digit VIN of a BMW. AudaVIN sends a request to a BMWdatabase server in Munich, Germany, the server reads the VIN, pullsthe relevant option code and build information for that car fromthe database and sends it to an Audatex server in Ann Arbor,Mich.

Now AudaVIN has detailed RPO information about that car,including what color, what type of rims, whether it has a spoiler,what option packages it came with, all linked to the Audatexvehicle database to help inform the insurance company and the bodyshop about how to repair that vehicle. "This happens in splitseconds," said Schmidlin.

AudaVIN's enhancements shorten the time it takes to do such avehicle inspection by seven minutes per vehicle. Saving time savesmoney and getting an accurate estimate avoids mistakes when thewrong parts are ordered or an incorrect repair is done because theright options weren't considered and documented.

AudaVIN also enhances the accuracy of salvage appraisals when avehicle is totaled. Accurately determining what options and otherequipment were on the wrecked vehicle is critical to calculatingthe salvage value the owner deserves. If errors are made, acustomer might complain to the insurer about an oversight. "I hadleather seats and you did not see that. I also had a navigationsystem," Schmidlin said.  As the vehicle owners confidencedecreases, so does his level of satisfaction.

Estimating Enhancements to Further Improve Efficiencyand Accuracy

Instead of just dropping the existing estimating solution intoAudaNet, Audatex decided to make significant investments intoimproving the workflow and estimating engine to further increaseaccuracy while improving efficiency. 

For vehicle identification, in addition to AudaVIN, we've addedan innovative feature that allows users to search for vehicles verysimilarly to how they search the internet using Google or Bingtoday.  "Using predictive, auto-complete technology, thenew vehicle search anticipates what you're searching for as youtype", according to Neal Lowell, senior director of productmanagement at Audatex.  If you type "'11" it starts tosuggest all the 2011 makes available, then as you add "S550" iteliminates all the other makes and models and quickly understandsthat you are trying to find a 2011 Mercedes S550.  At thispoint, it dynamically shows you the different S550 styles that areavailable and waits for the next keypress or menuselection.  Once a user selects the vehicle they arelooking for, all drop down boxes are automatically selected.

This layout replaces cumbersome systems of pull down menus forwhether the car was Asian, European, American, etc. that weren'tvery helpful, Lowell said. "That's not how people think. They say'I have an '2011 S550.' So we design the search to mimic how peoplethink and describe their cars," he said.

"Next, we added some significant improvements to our 3D Vehicleand Parts database.  First, we improved the quality of our3D graphics, adding additional shading, colors, and reflections tomimic real vehicles.  Next, we added a 3-D NavigationVehicle that shows users a complete 3D representation of both theexterior and interior of the vehicle they are estimating. Users can quickly select a section of the exterior or interior tojump to that section in 3D," he said

"Last, but certainly not least, Audatex has introduced a newtechnology called Dynamic Display.  Users can now mouseover all of the available options of a vehicle and it willDynamically Display the part changes in 3D that would occur if thatoption were selected.  This helps when AudaVIN is notavailable or when users are identifying dealer installedoptions.  These enhancements are just a sample of the manyfeatures that we are very excited to showcase at NACE and releasewith our new AudaNet Xpert Estimating solution," Lowell said.

AutoWatch: Following the Progress of aRepair

To maintain a high customer satisfaction index (CSI), insurancecompanies and repair shops find that keeping the vehicle ownerinformed is the best way to keep them happy. AudaNet XpertAutoWatch is using the latest in communications technology to keepvehicle owners in the loop while their cars are in the shop.

The AudaNet Xpert AutoWatch process starts by aggregatinginformation from the repair facility's and insurance company'sinformation management systems and presents them in one portal thatthe insured can access from either the body shop's or the insurancecompany's Web site. The information can be packaged any number ofways and even customized to match either company's logo or otherbranding features.

More important is the information about the status of the repairjob with updates along the way. The vehicle owner can choose how toreceive alerts each time a milestone is reached ,via text ore-mail, such as when the bodywork is done and when the painting isdone. The system can be set up to warn them when something isamiss, such as if the project falls behind schedule. They can alsosee digital photos taken of their vehicle each step of the way andif they want to, post them on their Facebook or other social mediapage.

AudaNet Xpert AutoWatch keeps the customer engaged in the repairprocess but also can help them get their car back sooner. Becauseupdates are sent to the owner automatically, they and the insuranceclaims manager don't have to keep interrupting the shop managerwith phone calls so they can keep working on the vehicles.

Another unique feature within AudaNet Xpert AutoWatch isVehicleWatch, which performs a comprehensive diagnostics test onthe vehicle before the repair is made and again after it's done.Sometimes, damage is done in a crash to electrical, mechanical orother vehicle systems that isn't readily apparent after a crash,but VehicleWatch will check to identify them before the vehicleleaves the shop.

AudaNet: Ensuring Maximized CustomerSatisfaction

The new innovations within the AudaNet platform (AudaNetEnterprise FNOL, AudaNet Xpert Estimating, AudaVIN, Dynamic Displayand AudaNet Xpert AutoWatch)are all in the pursuit of the samemission: to help insurance companies and repair facilities manageauto collision claims promptly, efficiently and cost-effectivelyfor their benefit but, more importantly, for the benefit of thevehicle owner themselves. This empowers drivers to get them back onthe road as quickly as possible and with the best possibleexperience. 

To learn more, visit www.audanet.us.