By Mike Davey
Toronto, Ontario — November 11, 2013 — World famous management consultant Peter Drucker once said, “Efficiency is doing things right; effectiveness is doing the right things.†Prochilo Brothers Auto Collision seems to be following both parts of that maxim with the opening of its new Speed Centre. The Speed Centre is located at the company’s Midwest Rd. store in Scarborough, Ont.
Domenic Ieraci oversees sales, marketing and communications for Prochilo Brothers Auto Collision. He gave us a guided tour of the Speed Centre in advance of its opening.
“We’re a performance driven organization,†says Ieraci. “We created the Speed Centre to drive performance and client experience that is industry leading.â€
Ieraci notes that there is a direct correlation between high performance and the metrics used to determine customer satisfaction index (CSI), as well as net promoter score (NPS). In essence, NPS is a measurement of how likely a customer is to recommend the facility to others.
“We had seen the correlation previously in our numbers, and the opening of the Speed Centre has confirmed it. It’s been operational for one month, and our KPIs are improving,†he says. “We’ve seen record breaking KPIs in terms of cycle time and cost containment in rental expense for our insurance partners. Our vision is simple, to be the leaders of world-class automotive repair solutions. We are continuously redefining excellence and raising the bar.â€
The Speed Centre is approximately 6,000 sq. ft. and is attached to the main facility, but separate from it, for a total of 18,000 sq. ft of production space. The main part of the centre handles medium and heavy repairs, while the Speed Centre is dedicated solely to repairing damage that can be turned around quickly. This has allowed Prochilo Brothers Auto Collision to ensure that every aspect of the design and layout of the Speed Centre help contribute to, well, speed.
“We know as soon as we do the estimate if the car can be repaired at the Speed Centre,†says Ieraci. “It all contributes to ensuring vehicles are delivered on-time, every time.â€
Ieraci says the quick turnaround times made possible by the Speed Centre are also contributing to a higher retention rate with clientele.
“As a business that has always grown organically through expanding our clientele, this is very important to us,†says Ieraci. “Our CSI numbers have always been very good, but our new system has definitely increased them in an upward trajectory. Our CSI is currently hitting 100 percent with some of our insurance partners.â€
For more information on Prochilo Brothers Auto Collision, please visit prochilobrothers.com.
