ILC Industry Leader Interview – Kevern Thompson, Commercial Manager at CAPS

What are the challenges are facing your business right now, and how are you working to overcome them?

Connecting the Industry amidst the fragmented systems used continues to throw up challenges. We are seeing an increased appetite by Insurers and work providers to develop their application systems and thus increase the range of data they wish to consume. Whilst we continuously improve the CAPS enablement it does require all Bodyshop Management System Vendors to also develop at a similar pace, and for the key operators to remove barriers to connectivity by supporting an agnostic approach as is the vision that CAPS provides.

What has been your biggest business learning from the coronavirus pandemic?

The one thing that the pandemic has forced the Industry to do is evolve and to seek better ways to communicate and collaborate supporting greater efficiencies. Using the automation of data exchanged to update status or progress is being requested by all parties throughout the Motor Supply Chain.

What’s the best piece of advice you’ve ever received?

Always document and never assume, as this maintains a mutual understanding and manages expectation.

What would be your prediction for the industry in the next year?

The Industry will continue to evolve as is the nature of the entrepreneurial spirit this Industry survives upon. We need to constantly review our working practices and encourage business relationships to constantly collaborate and work together on developing solutions. Cost of repair will undoubtedly increase as more complex mobility solutions become mainstream, and diverse vehicle manufacture continues to develop in a production environment.  

How would you like to see the insurance industry change by the time you retire?

Digitise and encourage removal of friction from the supply chain. Take an in-depth review of their operational business partner working practices and encourage greater efficiency through automation of process. It has been proven time and time again that sustainability is key to long term relations. The Consumer, driver/owner and their use/type of mobility will play a big part in how the future supply chain model operates in 15-20 years time. 


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