Data drivesthe factors that can make or break a network and affect howperformance is measured. (Photo: Fotolia)

Maintaining robust coverage and stellar customer service in a residentialproperty contractor network requires addressing the concerns of allstakeholders as quickly and adeptly as possible.

As a managed repair provider, the road to improving networkmanagement requires strategic analysis of several factors,including geographic network coverage, contractoronboarding and performance management, and communication. In ourcase, it meant switching from an outdated legacy system to acloud-based mobile claims management platform — one that allstakeholders can access.

The benefits of one streamlined and easy-to-usesystem are paramount to improved communications with allparties, greater transparency and better data collection.

One cloud-based system with a portal that allowsstakeholders the ability to update a claim in real-time enhancescommunication immediately — you can imagine homeowners' anxiety asthey await repairs to their homes. Regardless of what may havecaused the damage, they are understandably anxious to know the status of their claim, especially ifthey are still residing in the home as it is undergoing repairs.If, for example, there is a project delay, a contractor may onlynotify an adjuster. If the homeowner isn't notified, this canaffect their perception of customer service. A cloud-based systemthat offers access to all stakeholders helps bridge thatcommunication gap.

Contractor onboarding

Chief aspects of contractor vetting include evaluating aclient's geographic need, confirming the existence of brick andmortars, and ensuring that the contractor has been in business forat least three years. An internal administration team runs creditand background checks, and reviews certificates of insurance tomake sure the required coverage is in place.

Beginning with credentialing guidelines, the process of vettingand onboarding a property contractor could take anywhere from twoto three weeks. With the addition of mobile cloud computing, thattimeline can be reduced to as little as two or three days onaverage.

Strategic data analysis

Data is important for several reasons. It drives the factorsthat can make, or break, a contractor network. Data drives how wemeasure performance. The problem with data is that it is oftencollected in a myriad of ways and stored on separate systems. Ourgoal was to utilize one reporting system with all data containedwithin it.

For example, a snapshot of a contractor's performance can bereviewed by their last five jobs, within the past sixmonths or by year. We can provide scorecards on individualperformance. Switching to a performance-based model willincentivize contractors because those that perform better will gainmore jobs.

Other key performance indicators measured includeestimate return time, estimate accuracies, adherence to therestoration period and warranty obligations.

Another benefit of moving to a cloud-based mobile platform isintegrating with widely used industry programs, suchas Xactimate – a tool used by contractors and insurers forestimating residential property repairs. It's a massiveresolution to the issue of contractors having to update multiplesystems. Reducing contractors' time on administrative tasks willtranslate to increased efficiency and quicker job completion.

Innovation through cloud technology andstrategic data analysis offers benefits to all stakeholders withina network, including improved communication, efficiency andperformance, resulting in greater customer satisfaction.

Pete Douglas ([email protected]) is chiefoperating officer for InnovationGroup North America, which provides comprehensiveoperational support and a range of expert services to the world'sleading insurers, brokers, fleet managers and automotivemanufacturers. 

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