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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.

Can you describe your vendor selection process? What were the criteria?

LANCASHIRE: We included four vendors in our RFP process. Our approach was very open in order to see what creative alternatives the vendors had that we might want to consider. At a high level, our objectives focused on scale, service, and results. As a super-regional carrier, we want to keep true to our “Main Street” identity while also providing a claim product competitive with the national carriers.

There were four areas that our potential vendor had to be able to deliver on:

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