How Mazda's Accident Repair Service Boosts Profits And Sales

DARTFORD, UNITED KINGDOM – Sept 28, 2010:A year after Mazda UK launched Call Mazda First, its free-of-charge accident aftercare service, dealers are reporting a jump in bodyshop work and spin-off benefits in new vehicle sales.

Work generated by Call Mazda First has more than doubled since its launch to around 150 jobs a month with each job worth an average £540 in labour revenue alone.

“It’s also helping parts sales for the dealers with an average of £600 worth of parts for each job, and customers know that their cars will be repaired by a Mazda Approved Bodyshop” explained Suzy Doutch, Mazda UK Bodyshop Programme Manager.

Vis Pallay at T W White & Sons in Surrey said the dealer’s bodyshop work had increased by more than 50 percent since Call Mazda First started in August 2009.

Call Mazda First takes the stress out of an accident or theft through a hassle-free accident aftercare service. Mazda drivers simply call one telephone number and their claim will be managed by experienced professionals who will liaise with insurers, ensure a courtesy car is provided and minimise the burden associated with insurance claims – all free-of-charge.

All accidents, regardless of fault, are directed through a Mazda Approved Accident Repair Centre, ensuring that any repairs use genuine parts and are to Mazda standards, preserving original build integrity and warranty eligibility.

Vis said: “It has made a big difference to our business in terms of volumes and parts turnover – plus it has improved our customer retention.

“In the past we would give a quote for repairs however customers went back to their insurers and were directed to the insurers own approved bodyshop list. Now that the core Mazda brand is behind us we are finding that we are now winning around 98 percent of the business we quote for.

“Customers feel they are dealing not just with us, the dealer, but with Mazda the brand and this gives them confidence to stand their ground with the insurance company as to where they want to take their vehicle for repair. We can offer genuine parts and manufacturer-backed guarantees.”

Currently nine out of 10 insurance companies are happy for their customers to use Call Mazda First rather than using the insurance company’s own approved repairer, Suzy added.

Mazda currently has 177 Mazda Approved Accident Repair Centres (MAARC’s). The developments are part of the Mazda Accident Aftercare programme, launched last year.