S.M.A.R.T approach to customer experience


Established in July 2010, Capital S.M.A.R.T Repairs is now one of the globe’s biggest providers of collision repairs with over 500 employees and servicing 3,000 customer bookings per week with the majority of vehicles returned on a next business day basis. Operating in 25 sites nationally, S.M.A.R.T undertakes small and medium non-structural collision repairs and is currently repairing 110,000 vehicles per annum.

S.M.A.R.T had to build a network, and invest in technology to deliver an improved customer experience. It also had to invent its own culture, to embed customer service in the DNA of everyone involved in the repair process, and deliver results for major insurance brands, individual car owners and fleets. To build a customer service culture, S.M.A.R.T hired people from outside the collision repair industry, from areas such as hospitality and aviation where there is a more predominant customer service focus. This commitment to customer experience has been celebrated as S.M.A.R.T was recognised as an ABA100 Winner for Service Excellence in The Australian Business Awards 2014.

The company continues to invest in the going training and career development for all employees. A commitment to innovation has seen S.M.A.R.T adopt technologies from other industries, including Infra-Red Gas technology used to reduce paint-drying time from forty-minutes to three minutes. These initiatives have led to a reduction in the time taken to complete vehicle repairs, a 25 per cent reduction in costs for the insurers and exceptionally high levels of overall customer satisfaction, with reports that centres use almost 50 per cent less energy than a traditional collision repair operation.