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Rethinking the customer experience. Digital technology plays an increasingly important role as vehicle repairs become more complex and repair costs and cycle time increase. (Photo: Shutterstock)

Our industry is using technology like never before to reimagine the consumer claim and repair experience. Digital capabilities are informing, improving and most importantly, helping reduce the overall time from when a loss occurs to when a vehicle is repaired and ready for pickup, which is becoming ever more critical as vehicle complexity, repair costs and cycle time grow.

Today’s vehicles

Vehicle changes. Figure 1.

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