Sign up Terms and Conditions

Terms and conditions for ACE

Between Movery SA
Street Address: 104 Algoa Road | Uitenhage 6229 | South Africa
(Here in after referred to as "arvato") and the MBR

Definitions

"Movery": Movery SA, a company registered according to the Company Laws of the Republic of South Africa, registration number 2003/006635/07
"CSI": Customer Service Index
"ACE": The Auto Customer Experience System
"OEM": Selected manufacturers who will make use of ACE as part of their approved MBR programme.
"MBR": A Motor Body Repairer authorized to repair the OEM's vehicles or Independent Motor Body Repairer "EFT": Electronic Funds Transfer

Section 1 – Terms

Movery SA has designed a CSI system to measure and track customer satisfaction for the MBR, the respective vehicle brand and the involved Insurance Company (if applicable). The system is called ACE;
The MBR (either OEM approved or an independent MBR with no OEM approvals) wishes to make independent use of the ACE System;
Movery draws attention to the provisions of the Consumer Protection Act No 68 of 2008, the Direct Communications and Transactions Act 2002, as also the Protection of Personal Information Bill – all of which are complied with;
The MBR acknowledges that its customers have the right to privacy, but will allow the free flow of personal information, which is essential for the ACE system to operate, once consent is given by their clients. The MBR undertakes to procure from each customer in writing that they are specifically agreeable to the furnishing of such information for satisfaction reporting purposes;
Movery acknowledges that all MBR customer and vehicle information is the intellectual property of the respective MBR. Arvato undertakes that both it and its employees will treat such information as privileged and confidential and NOT divulge to any third party. Unless a service contract between Movery / the MBR and a respective OEM or insurance states differently Unless specifically instructed by individual clients, Movery will not be allowed to pass on their contact- and vehicle information to any third party;
The service is to commence on the 1st day of the following month after the contract was approved and will endure for so long as the MBR is approved by any of the OEM making use of the ACE system unless terminated earlier by MBR by three month written notice;
Please refer to Section 4 for fee structure.

Section 2 - ACE Set Up

The ACE system will require a daily (weekly at least) customer data file (collected vehicles) emailed from a registered MBR workshop management system to data@ace.movery.co.za and must contain the following data fields:

Customer First Name	Vehicle Make	Date Job Started
Customer Email Address	Vehicle Model	Date Job Closed
Customer Cell number	Vehicle Reg No	Order No/Invoice No
Customer Land Line	Vehicle VIN No	Contact

Most mainstream MBR workshop management systems (Vantage - Dr Smash - CO3 Technologies - Easy Costing - TMS - Veculim) have the functionality to export customer and vehicle data seamlessly in excel and CSV format.
If you do not have a recognised MBR management system, Arvato will provide an excel template that can be manually emailed.
Please note that OEM approved MBR must use a registered system for CSI downloads.

Section 3 - ACE Operation

The ACE system will operate as follows:

Once a week each MBR will email/upload a customer data file to the ACE System. Refer to Section 2 for format and details required.
The ACE system receives the input files, checks the data quality and integrity, filters duplicates and stores the data into each individual MBR folder through a unique MBR code.
An automated email of data quality is generated back to the MBR, within minutes of the data upload.
After 24 hours, ACE generates a CSI questionnaire email link to all customers, who have given an email address, requesting their honest feedback. This email questionnaire lists weighted questions, allowing for MBR & Insurance performance to be measured.
Additionally, all customers who did not submit any email, will be called telephonically, in order to go through the short survey with one of our experienced call centre agents. Customers, who did not answer their email surveys within 24 hours, will also be phoned (we try calling up to 5 times).
Customer email responses & and phone responses are captured live into the system and scoring is updated within seconds online.
The minimum response rate for satisfaction surveys is 25%. This means that Arvato guarantees to obtain feedback from at least 25% of all customers per MBR every week.
The ACE system will generate a weekly report and a full month report and automatically email them to the respective MBR (and to the respective OEMs & insurance companies).
All the data gathered is held in a master database and various reports and analysis can be conducted.
MBR and OEM are able to access a variety of user friendly CSI reports via a secure on-line website. Statistics and results are available in easy dashboards, linked to individual customer feedback. Typical ACE feedback will show:
- Usable samples size by MBR, MBR throughput per week, CSI response rate achieved by Movery.
- 2 separate key feedback sections: 1. Repair and 2. Insurance (both sections with a net promoter score and a wealth of information on perceived process quality & customer satisfaction).
- Compare your MBR business to regional and national averages, with an open date range selection.
- If there are complaints, you can log into the ACE detail sheets and track each individual customer feedback.
- You can run reports to see your overall CSI, CSI for the OEM and even the CSI by various brands per OEM.
OEM using the ACE System will be able to view and extract comparative data across their base of “approved" MBR's.

Section 4 - Fee Structure for OEM approved MBR

The key advantage of the ACE System is the FLAT RATE of R 1126.52 per month excl. VAT (=R 1 295.50 incl. VAT).
The monthly fee is not dependent on number of OEM approvals, has no add-on fees and no data quality penalties.
Fees will only change annually in January and such increases will be reasonable and not exceed the prevailing CPIx for South Africa and will be confirmed upfront in writing.
Fees are payable by signing up to our debit order process below.
Any other form of payment will not be accepted.
Note that the ACE System is a subscription service and will invoice regardless of customer data flow. Please ensure that your weekly customer data is submitted, so the ACE system can operate correctly.
Click here to download the debit order form.