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Where do you turn??

Recently the DEG assisted a shop with an issue they were having with CCC One. The issue was not necessarily a database issue but was a problem with the function of the program. The shop was frustrated because they contacted CCC and informed them about the issue but CCC was not understanding the problem and therefore cold not address it properly. The shop turned to the DEG to see if we could provide some assistance with the issue.

The issue the shop was having was within CCC One.The “Estimate of Record” had changed from the time they wrote the estimate to the time they brought the vehicle in for repairs (about 2 weeks time). If you understand the process of an estimate then you know that an estimate of record should never change but a “supplement” should be generated if there is a change. This created a significant problem for the shop because of accounting, DRP relationship and administration time to locate the source of the problem. When the shop contacted CCC they were informed that an estimate of record could not change and there must be another issue within the shop to create their concern.

After the shop contacted the DEG we received the 2 estimates of records that showed different amounts and also the shop explained where the root of the problem was. The problem was within overlap for a mechanical component. On the original estimate there was an overlap for mechanical, but when the shop printed the estimate again when the vehicle came in, the overlap had been removed from the estimate and the total amount had increased. All this without creating a supplement, it was still an estimate of record.

We contacted CCC and asked if they could review the issue. The department that we utilize for the DEG inquiries does not handle problems or issues with the function of the program but because of our relationship with CCC they took our concern to the proper department and asked for them to review the issue. After speaking with CCC and further explaining the problem in depth they realized there was an issue and within a few days corrected it and released an update.

I am sure this situation was frustrating for both the shop and CCC. The shop knew there was an issue but could not get CCC to understand it and CCC was being told there was an issue with their program but could not understand what the problem was. The DEG worked to help close the communication between the shop and CCC to have the issue addressed and corrected. If you have an issue like this or a problem with the database within your estimating system (Audatex, CCC, or Mitchell), please contact the DEG and we will work with the IP to resolve the issue. You can visit our website at www.degweb.org or email us at admin@degweb.org.

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Uploaded By: degart
2 years ago
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