A new initiative to help motor body repairers

Momentum Insure has partnered with leading data and analytics firm Lightstone to launch an innovative Customer Success Training Programme for motor body repairers (MBRs). Designed to enhance client satisfaction during the vehicle claims and repair process, this initiative forms part of Momentum Insure’s broader enterprise development strategy.

The programme equips Momentum Insure’s MBR network with essential customer service principles, empathy skills, and effective client management strategies, especially crucial in post-accident interactions.

Enhancing the client experience

“MBRs play an indispensable role in shaping our clients’ experience during what is often a stressful and challenging time,” explains Abrie Janse van Rensburg, Head of Procurement at Momentum Insure. “As a client-first insurer, our goal is to extend service excellence throughout our entire value chain. This training programme is a direct investment in the growth and capabilities of our supplier network.”

The training focuses on:

1. Transparent communication with clients.
2. Managing client expectations effectively.
3. Developing empathetic engagement to support clients post-accident.

By combining these “soft skills” with technical proficiency, the programme transforms standard repair processes into exceptional client experiences.

Lightstone’s role in setting new standards

As the programme’s collaborator, Lightstone adds substantial value with their industry expertise. According to Bernard De Vantier-Strydom, Head of Projects and Research at Lightstone:
“This enterprise development initiative represents a first in the MBR industry and has the potential to set a new benchmark for service excellence. Customer satisfaction today is more than just a metric, it’s a strategic advantage that drives long-term success.”

The programme uses 10 carefully crafted modules, each aimed at equipping MBRs with practical tools, strategies, and insights to master customer interaction while delivering outstanding service.

Positive impact of the training programme

Participants of the inaugural training had positive feedback, highlighting its effectiveness in enhancing their service approach, boosting customer satisfaction, and improving their business performance.

Momentum Insure’s commitment to supplier development ensures that its MBR partners uphold high technical standards while mastering the principles of customer engagement. This dual focus delivers a seamless vehicle repair experience for clients.

“This strategic investment emphasises Momentum Insure’s client-first philosophy, positioning us as leaders in service excellence and helping our suppliers meet the highest benchmarks,” says Janse van Rensburg.

Momentum Insure’s commitment to excellence

Momentum Insure’s Customer Success Training Programme reinforces the company’s dedication to service innovation and supplier development. By empowering MBRs to deliver highly empathetic and professional services, Momentum Insure elevates both industry standards and the overall client journey in the insurance ecosystem.

“This initiative solidifies our position as a client-first insurer focused on strengthening not only our supplier network but the entire insurance value chain,” concludes Janse van Rensburg.