Navigating Emergency Surges

In the collision repair industry, emergency surges can occur with little warning, because of things like severe weather, regional disasters, or sudden spikes in accident volume. Managing these influxes efficiently is critical to maintaining service quality, protecting staff from burnout, and ensuring customer satisfaction.

What Causes Emergency Surges?

Emergency surges typically stem from:

• Weather events: Hailstorms, snow, floods, and hurricanes often result in a sharp increase in damaged vehicles.
• Multi-vehicle accidents: Chain-reaction crashes on highways can bring in dozens of vehicles within hours.
• Seasonal Upticks: A prime example of an emergency surge are accidents caused by deer in the Fall.
• Insurance-driven deadlines: After large events, insurers may set short timelines for claims and repairs, creating urgency.

Key Strategies for Surge Management

1. Prioritize & Triage Intelligently

• Start by categorizing incoming jobs based on severity and repair type. Use a triage system to quickly assess vehicle damage, identify total losses early, and push minor repairs with quicker turnaround to maintain efficient workflow. The goal of categorizing your work should be to attain an even mix of work throughout the week; that way your shop isn’t empty on Friday and Swamped on Monday.

2. Streamline Estimating & Intake

• Digitizing intake with online forms or mobile estimating tools can reduce bottlenecks at the front desk.
• Collison Resources offers CR Auto Scheduler -- Estimate to help solve these issues. The Estimate program allows customers to schedule estimates at their convenience based on the estimators’ schedule.

3. Communicate Proactively

• Surge periods can stretch lead times. Proactively set realistic expectations with customers and insurers from day one. Clear communication builds trust—even when delays are unavoidable.

4. Protect Your Team

• Surges can easily lead to technician burnout. Stagger shifts, allow flexibility, and recognize high-performing staff. A supported team is a productive team.

Turning a Surge into an Opportunity

Emergency surges are challenging, but they’re also an opportunity. They allow autobody shops to showcase their reliability and efficiency under pressure. Shops that respond with consistent, quality service during these crises often gain the trust and loyalty of customers and insurers. Investing in scalable systems and flexible workflows ensures you’re not just reacting to surges—but ready for them. Contact us today to learn more about our scheduling software solutions!