Carnation goes online to grow biz

Providing a solution for insurance claims Additionally, insurance claims is what the company has identified as a key area where it can score some points over other workshops, including the OEM-authorised ones. It has tied up with a leading global provider for insurance claim solutions.

One area where there are cases of discrepancies is over-valued insurance claims, which may happen as a result of a surveyor-workshop joint effort. Many a times we hear about surveyors approving a claim which is sometimes much more than the actual value of the repair work or the work includes repair/replacement of parts which was not damaged in an accident.

Carnation’s new service will bypass the time required by a physical surveyor and allow the insurer to assess the damage online through pictures and quotations from the Carnation centre. Bajaj Allianz is its first insurance partner and HDFC Ergo is set to join hands next. The cost savings by the insurance company could be around Rs 1,500 per claim. It will also reduce losses incurred by insurance companies due to overstated claims.

On Carnation’s part, it will save money by shrinking the time taken for each insurance claim and reducing the turnaround time in servicing a car. It wouldn’t hazard a guess about cost savings yet, but a spokesperson says “We have moved to a system called Audatex which is an online approval system which saves costs, time and effort for the insurance company. Our focus is to do a fair and transparent job to the accidental car. We try to repair as far as possible and we don’t push the sales of our parts on our teams.”

Khattar is also leveraging technology in the telecom space also. Every customer is now given a code over SMS which the service unit needs to get before the car leaves the workshop. This service is available across all the 24 outlets. Carnation plans to add another four to five outlets in the next few months.

With all these new initiatives, processes and responding to emails, carrying both bouquets and brickbats from customers (every service invoice carries Khattar’s email ID), Khattar is a busy man to protect and grow the Carnation brand which again relies to his reputation to a great extent. No wonder, as he says, he hasn’t travelled to neighbouring Delhi during the day for the last three months!