LYNX Services Creates First Industry-Wide Auto Glass Service Provider Registry
New Self-Service Web Tool Will Serve as Central Database for Insurance and Fleet Industries PITTSBURGH, June 13, 2005
– LYNX Services ®,
a leading third-party administrator for automotive glass claims, has announced its plans to create and host a national registry of the capabilities and capacity of automotive glass service providers. This registry will be a Web-based self-service tool enabling all auto glass repair/replacement service providers to differentiate and manage their service offerings through the creation of a company profile that can be referenced by insurance and fleet companies seeking qualified glass service.
"In today's marketplace, all customers expect a competitive price. What we're seeing among customers is growing interest in not only competitive price, but the desire for more knowledge of the service provider's qualifications and professional attributes," said John Outcalt, president of LYNX Services. "In addition, we're responsive to glass service providers that would like to promote their quality service attributes in a price competitive marketplace. By creating the registry, LYNX Services is responding to an unmet need for a mechanism that allows glass service providers to represent their verifiable capabilities to the insurance and fleet industries, and enables insurers to use this information to better serve their policyholders." Industry Services Registry Profiles
The registry will enable glass service providers to specify their company's service area (including mobile service area) by ZIP code, and also record their glass repair and/or replacement services, hours of operation, emergency or after-hours contact information and service capacity. This is a change from traditional phone numbers representing the service area. Another new feature of the registry allows the service provider to record professional credentials, such as industry certifications, windshield adhesive system training/certifications and state licensing, if any, of the company and its service technicians, providing additional opportunities for differentiation.
John Webb, president, Deals Auto Glass, Charlotte, N.C., had a chance to test the registry and found the system simple to operate. "It's about time," said Webb, who also liked having control of his company's information. "The registry will allow us to take credit for the hard work and money we invest in training and receive acknowledgement for that investment through opportunities to serve customers." Third-Party Verification
According to Paul McFarland, director of programs administration for LYNX Services, the verification of information entered on the registry will be a critical and ongoing initiative. "We recognize that the information on the registry is only as valuable to customers as it is reliable," he said. "In hosting this self-service Web application, LYNX Services also recognizes the need to ensure the accuracy and authenticity of a company's represented capabilities and capacity. Toward that end, we are working with other key constituents in the industry to provide third-party verification of data on the registry."
Any industry certification, qualification, training or other professional credentials to be included on the registry will require the commitment of the sponsoring organization for validation. Initial discussions have been held and were well received with the Auto Glass Replacement Safety Standards Council (AGRSS™) and National Glass Association (NGA).
"All glass service providers, regardless of size, must have technicians in order to provide the auto glass repair/replacement services desired by vehicle owners," said McFarland. "Industry organizations such as AGRSS, the NGA and others have successfully created valid standards for training and certification of technicians, and now there's one central location for glass service providers to show what steps they have taken to advance quality, technical, and professional capabilities of their companies."
Glass service providers will be able to create and maintain company profiles on the registry via the LYNX Services website beginning in mid-July. LYNX Services will use the profiles created in the industry services registry in the administration of glass claims for its insurance clients later this year.
"At LYNX Services, our purpose has always been to link customers with auto glass service needs to their choice of qualified glass service providers," says Outcalt. "Spearheading development of the industry services registry is the latest illustration of this commitment." About LYNX Services
LYNX Services provides automotive insurance claims management solutions to the insurance industry, linking policyholders, insurers and automotive glass and collision repair shops. Its national customer service centers process first-notice-of-loss, verify coverage, schedule glass and collision repairs, perform audits and manage warranty claims. With over three million claims handled annually, LYNX Services is an industry leader in providing customer service and claim handling outsource solutions, 24 hours a day, seven days a week. LYNX Services is a wholly owned subsidiary of PPG Industries.
For more information on LYNX Services, visit www.lynxservices.com
. About PPG Industries
Pittsburgh-based PPG is the leading maker of transportation coatings worldwide and the largest manufacturer of automotive glass for original-equipment and replacement applications in North America. Additionally, PPG is a leading global supplier of specialty and industrial chemicals, coatings, flat and fabricated glass and fiber glass. With 108 manufacturing locations and equity affiliates in more than 20 countries, sales in 2004 were US$9.5 billion.