As the technology of cars advances, so must estimating systems. To help you keep pace with the constant evolution, AutoInc. spoke with ADP, CCC and Mitchell International to get the latest information on their most recent versions.

Newest Features

ADP is currently beta-testing a new version of Shoplink - Shoplink 6.3 - said Fred Bersot, Shoplink product manager. It's scheduled for general release in mid-August.

“The way our system is designed with interactive graphics and workflow is more efficient, and with 6.3 we're making it more efficient and easier to use,” he said.

One of the greatest innovations is the new integrated imaging component. If you are set up for imaging as you're writing your estimate, you can click on the imaging tab and attach photos of the vehicle to the estimate. It's fully integrated with the estimating process as opposed to being a companion application.

“We've also streamlined the transition for the data,” Bersot said. “Instead of the images and the data going back separately to the insurance company, it's one process instead of multiple steps.”

In the online help section, ADP has made some changes to help navigation and make suggestions such as warning the user there is an additional related labor operation.

“One of the things we provide with Shoplink is a labor report that shows the user what specific steps are included in the operation,” said Bersot. “If the shop feels there is an additional RNI operation, using that report they could go back and add it to the estimate.”

Already on the market is Mitchell International's Ultramate 4.8, released in May of this year.

“We have added numerous enhancements that will enable users to write more accurate estimates and operate more efficiently, resulting in increased productivity and enhanced customer satisfaction,” said Jennifer Hackett, Mitchell's Ultramate product manager.

Ultramate 4.8 increases productivity with such features as Compare Part and Compare Estimate. With Compare Part, users can choose between new, used and remanufactured parts all on one screen. With Compare Estimate, users can create a second version of an estimate - enabling them to experiment with different scenarios, such as used assemblies versus individual parts.

Ultramate is linked to the Mitchell parts and labor database and is supported by Mitchell's customer service group, which was recently recognized with the STAR award for sustained customer service excellence by the Service & Support Professionals Association.

Other new features of Ultramate 4.8 include automatically highlighting the loss vehicles' typical equipment; an enhanced communication network compatible with cable, DSL and T1 lines as well as ISP connections; estimate report headings by part category; and access to a comprehensive database of current and discontinued tire information.

One feature the Automotive Service Association's Collision Division hopes to see in future versions of estimating systems is drop-down boxes that would make procedure pages more accessible or even serve as a reminder when writing an estimate. Bruce Yungkans, Pathways product manager at CCC, said drop-down boxes are considered a high priority to be included in a future Pathways release.

With respect to the use of recyclable parts, he noted that all Pathways estimating products include the MOTOR Recycled Assemblies Data guide.

“Labor times for recyclable assemblies are fully integrated into the estimating logic,” Yungkans said. “Pathways exclusive Recycled Parts Solution is also available on some systems.”

Wired for the Web

The Internet is one area that everyone agrees is becoming more important. As more shops go online, the possibilities for an interactive estimating system increase. Some companies are just beginning to expand their Internet capabilities while others are improving on time-tested versions.

Scott Jenkins, ADP's senior director of estimating solutions, said ADP is in the process of naming its new system. It will be part of the Collaborant family of services and is targeted for external testing in mid-2003. This expansion will greatly increase the efficiency of Shoplink, he said.

“With Shoplink, the database is all localized on the hard drive,” he explained. “In our new system, all the user needs is an Internet connection and it's much faster, easier and more efficient.”

If you don't want to wait until next year, this month's release of Shoplink 6.3 will bring you close to the same capability.

“By the end of 2002, instead of using a proprietary network, you'll be able to use an Internet connection to do the uploading and downloading, so for all intents and purposes, you're always connected to the Web,” Jenkins said. “We see Web estimating offering much greater flexibility for the estimate writer and will be able to connect them to much more far-reaching tools via the Internet.”

In February of this year, Mitchell International updated its online estimating system, FirstEstimate, with a new version, FirstEstimate 1.5. FirstEstimate can be accessed at www.firstestimate.com and requires Microsoft Internet Explorer 5.0 and Adobe Acrobat.

Initially released in October 2000, the new version offers users the choice of a standard or advanced package. New features included in the standard package include commit/ supplement capabilities, parts filtering by damage zones, multiple profiles and customizable report settings. The advanced package also includes the capability to receive assignments from insurance partners online and access to Mitchell's recycled parts and assemblies labor database as well as Mitchell's alternate parts and pricing database.

“If a shop is growing and they're looking to do automated estimates for the first time and they desire some simplicity, that shop wants to look at FirstEstimate,” said Chris Andrews, Mitchell's marketing director. “If the shop is looking for additional functionality for a robust and complete estimate in a system that is feature-rich with databases, then they want to turn to Ultramate.”

All communicating versions of Pathways can be EMS enabled and CCC complies with all current EMS Standards. CCC's product development process recognizes the tremendous benefits of the Internet and an open environment for increased speed and accuracy in the estimating process. CCC also recognizes that the Internet will continue to serve as an integral part of repairers' workflow.

In addition to Internet technology, CCC also realizes the importance of mobile and wireless technologies in helping customers be more efficient.

Submitting Feedback and Customer Service

Innovation is fueled not only by technology, but also by experience. Customer feedback is important in the ongoing development of estimating systems and each company has established methods of communications.

The most effective way to contact CCC is via its Web site at www.cccis.com, Yungkans said. There you can access information regarding CCC products and databases and contact product support.

In addition to submitting suggestions, problems and concerns via the Web site, there are several other ways in which CCC invites its customers to share information, Yungkans explained.

“This includes working with our national sales and service team located throughout the country; contacting CCC's zone offices, which are devoted to servicing respective region clients; filling out CCC's annual auto body survey; communicating with client service teams; and providing feedback at industry events and trade shows,” he said.

Responding to consumer feedback is an integral part of the process. All questions and suggestions are given to the appropriate expert within CCC and are responded to, whenever possible, within 24 hours, said Yungkans. Where clarification is required, the repairer may be contacted by phone or in person. In all cases, wherever the suggestion is considered to have merit, the suggestion is entered into a database to be evaluated for inclusion in a future Pathways release.

Mitchell is currently revamping its main Web site, www.mitchell.com, and plans to have it up in August.

“There will be an area for users to request changes and make suggestions,” said Hackett. “For the time being, we offer our support at our toll-free phone number at (800) 854-7030, ext. 8220, and toll-free fax at (888) 256-7969.

“Mitchell's database is well-known, with more than 50 years of use, and we have a full editorial staff that researches these issues and finds answers,” Andrews said.

As to responding to customers when they have such comments or questions, Andrews said any customer that requests a callback receives one.

“Not every comment results in a callback,” he said. “A lot of shop owners are very busy and don't want the feedback.”

Jenkins suggested the best way to voice concerns to ADP is to call their client services line at (800) LINK ADP or (800) 546-5237.

“We do have a process in place where any client could call in and have their concern addressed through our database group,” Jenkins said. “If it's a concern they need to route to the request for review group, they would do so.”

They also have online support at www.linkadp.com with a technical support link.

“Obviously we can't respond to every request, but part of our process is returning calls to people who've made requests,” said Jenkins. “There is an escalation process at the technical support department where the information is routed automatically to me. We also have a standing appointment every week to review issues that come into the support center and enhancement requests.”

Always check with your estimating system company for any new updates. Sometimes notes are added when requests for review have resulted in changes in operations. Your insight does influence change, so inform your provider of improvements that can be made.

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