A relationship is loosely defined as a common state of affairs or kinship between two or more people. Whether personal or professional, successful relationships usually have some recurring mutual benefit—something to get it started and something to keep it running. More and more businesses are realizing that it’s the latter part of the equation—relationship maintenance—that is the difference between long-term relationships and those that are short-lived.

Many companies are constantly looking for ways to add value to existing products and services. Value can be assessed in many ways, but the key characteristic for the better part of the last decade appears to be convenience. Take, for example, America Online®, Amazon.com® or Google™, These companies have succeeded by continually adding value—specifically through efficiency and convenient access to a variety of products and services. The result is that consumers have gotten used to the fact that preferred service providers do the legwork in assisting them in getting from point one to points two, three and beyond.

CCC market research shows that our customers are looking for the same ease and flexibility that’s provided by a broad network of established suppliers and vendors. We’re continually applying that line of thinking in our work to build a comprehensive electronic partner/vendor network, a strategy we’ve been pushing forward since the introduction of the EZNet® communication network back in 1992. And with the technological advancements available, the opportunity to build out such a network is becoming much more of a reality.

The following are recent—and strong—examples of building out.

Mobile Electronics “Boom”
With the growing trend of custom mobile electronics—units with multiple speakers and other features such as dvd players, multiple cd players, satellite radio and specialized amplifiers and cabling—systems are seemingly limited by only the owner’s wants, needs and financial commitment. The proliferation of mobile electronic replacement (MER)—related claims poses a problem for the insurance industry. First, it is often difficult to determine the cost to replace such electronic systems in the event that a claim is filed, because the claimant may not remember the brand and model of the equipment lost or they may have little knowledge of the replacement value. Secondly, it is hard for the insurance industry to identify non-meritorious claims. Claims adjusters may not be able to optimally handle these unusual but specialized claims.

In 2004, the automotive claims industry received more than 40,000 mer-related claims—customized systems for which it may be difficult to assign equipment value. Of those claims, 40% to 70% of these claims are considered complex (those claims needing more than just mobile electronics repairs, e.g., glass replacement).

To help our customers efficiently and economically address these claims, CCC is now working with Coordinated Claim Services (CCS) for MER. What this agreement means is that our customers will be able to access CCS and its more than 12 years of MER claims experience and composite data through CCC Autoverse® Claim Management.

Following receipt of the claim, CCS can immediately contact the insured, verify the correct make and model of the equipment and determine comparable replacement equipment using its proprietary database. CCS has access to virtually every type and brand of mobile electronics—including car stereos and accessories as well as multimedia video and navigational systems. Once the replacement equipment is determined, CCS provides convenient installation options through a nationwide network of more than 4,000 installation facilities.

Management Solutions
As previously stated, CCC’s customer base has been sharing with us its industry needs. Taking that into consideration, we have also entered into a strategic relationship whereby CCC will be the exclusive reseller of ServicePower’s Intelligent Dispatch scheduling solution to the automotive insurance and collision-repair markets. This functionality will help insurance carriers streamline the claims handling process, improve communication with their insured and manage their field force of appraisers and repair shops more efficiently.

Due to the large number of appraisers in most insurance companies, any improvements in their individual efficiency may result in significant cost benefits. By way of example, a large US-based insurance company was able to increase its field activity in its claims processing operation by approximately 28% (from 3.5 to 4.5 appraisals per appraiser per day) after deploying ServicePower’s advanced scheduling technology.

A Recreational Approach
The demand for specialty estimating solutions, such as recreational vehicle (RV) estimating, continues to rise. Considering the growth in RV sales nationwide, it seems a logical parallel: 2004 saw a 15.4% increase against 2003 sales numbers, which pushed the number of RVs currently on the road to approximately 7.2 million units.

During CCC’s analysis of the marketplace, it came to light that an industry-leading information provider—Indiana-based Duncan Systems—was already packing integral industry data and knowledge. Working in the RV industry since 1967, Duncan and its claims consultants are licensed adjusters, having more than 200 combined years of experience in the RV industry.

Keeping the Ball Rolling
As I stated earlier, these three only represent a small cross-section of the strategic relationships between CCC and other best-of-breed service providers. Like the leaders we cited in the Internet information and service sector, CCC’s goal is to continue to drive value. By creating a single location through which customers can access the products and services they need quickly, customers will be able to more efficiently run their business operations.

Scott Stein is Director of Strategic Alliances at CCC Information Services Inc.