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Mike Lancashire is vice president of claims and integrated customer solutions at Main Street AmericaIn October 2009, the Main Street America Group put the finishing touches on a technology implementation that helped streamline the company’s auto repair management. By integrating repair shops, adjusters, and policyholders, Main Street was hoping to increase customer satisfaction, cycle time improvement, and estimate accuracy. Claims recently chatted with Mike Lancashire, vice president of claims and integrated customer solutions at Main Street America, to find out how the process unfolded, what he would have done differently, and the traits he looks for in a vendor.

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