From Manual Friction to Digital Flow with Online Claims
The Challenge
Before the evolution of Online Claims, the process relied on phone calls, paperwork and waiting for advisors, technicians, parts teams and most importantly the customer.
On average, advisors lost 20 to 30 minutes per claim simply navigating the process.
That lost time reduced advisor productivity and slowed technician throughput.
Moving to Online Claims was a natural progression. “It just made sense,” Hess noted. “It cuts time, keeps things moving and lets us take care of other customers instead of sitting on the phone on hold. There’s just less room for error compared to a manual process.”
The Solution
Once they made the switch, the impact of Online Claims was immediate and practical. Approvals moved faster, technicians stayed productive and advisors gained back time to focus on customers and selling service.
MotorWorld closely tracks cycle time, measuring from write-up to technician completion to customer pickup. Since implementing Online Claims, there has been a significant improvement in approval efficiency. On average, we estimate that Online Claims saves a service advisor approximately 10 minutes per claim by streamlining the approval process. Looking at the cycle time data, we also see that online approvals reduce the overall repair order cycle time by an average of 18 minutes when used.
From 2024 to 2025, MotorWorld saw a 14% increase in Online Claims utilization. As adoption increased, the time savings became even more visible at the store level.
Estimated Time Savings from Online Claims
26,780
minutes saved 2024
36,400
minutes saved 2025
These numbers show how small improvements per claim quickly add up to meaningful gains for advisors, technicians and the overall service experience.
Using Online Claims to Improve the Customer Experience Without Compromise
The Outcome
While Online Claims primarily improved internal efficiency, it also supported a smoother customer experience. Faster authorizations reduced delays. Fewer errors meant the elimination of redundant work and bottlenecks.
The shift did not introduce risk to customer satisfaction. Instead, it removed friction behind the scenes.
As dealerships balance rising expectations with increasing operational pressure, solutions that deliver measurable outcomes will separate the leaders from the rest. MotorWorld’s experience shows that when digital tools are implemented with purpose, the payoff is real.
When execution stays centered on the guest, Fixed Ops becomes more than a revenue stream. It becomes the foundation that stabilizes the business and fuels long-term growth, regardless of market conditions.
×
![]()
< 1 min read
