Customer experience is a first-class pillar of Claimory. The platform was built around a simple operator truth: the modern collision customer wants to know what is happening with their car without making a phone call, and the front desk wants its day back. Every customer-facing surface (portal, two-way SMS, email hub, QR updates, e-signature, scheduling, CSI survey) ships out of the box on every paid plan starting at $49 per location per month.
Token QR customer portal, live repair status timeline, photo updates from the bay, two-way SMS via Telnyx, connected mailbox with claim-threaded email, e-signature for repair authorization and supplement approvals, self-serve appointment scheduling, post-repair CSI survey, and review prompts. Every surface threads back to the claim record, so the operator never works from a stranded inbox or someone's personal phone.
Token-based, no login. The customer scans the QR on the work order with their phone camera and the portal opens. They see the current repair stage, photos from the bay, ETA, and a way to reply to the shop. The token is the access mechanism, so there is no password reset call and no app store friction. Branded on Professional and above, with public branded landing at claimory.io/p/your-shop-slug.
Every workspace gets a real local phone number through Telnyx. Customers see a number they can save and reply to, not a shared shortcode. Replies thread back to the claim record automatically. AI drafts outbound messages in the shop's tone, the operator approves before send, and templates cover the common milestones (received, supplement approved, ready for pickup, paid).
Connect Gmail or Outlook over OAuth. Adjuster and customer threads sync into the claim, threaded by participants and subject. Outbound email sends from the shop's domain, so the recipient sees a normal email, not a third-party tool. AI drafts replies from the actual claim context (vehicle, supplement history, carrier behavior, prior thread). Operator reviews, edits, sends. Nothing auto-sends.
Print one QR per claim onto the work order, dashboard tag, or the customer's check-in receipt. Customers scan to see live status and photos without an app or password. For shops doing 30 or more claims a month, the QR rollout is the single biggest reduction in inbound call volume the platform produces.
Repair authorization, betterment acknowledgement, supplement approvals, and pickup-delivery sign-off, all signable from the customer's couch through the portal. Self-serve appointment requests for inspection, drop-off, and pickup route into the shop calendar without a phone call. Post-repair CSI survey and review prompt close the loop and turn finished repairs into the next claim's introduction.
Operator interviews from the Claimory cohort surface 3 to 6 inbound 'where's my car?' calls per day at 4 minutes per call. Across a 22-day working month, that is roughly 4 to 9 hours of front-desk time reclaimed per shop per month. When the front desk is not re-typing status into three surfaces, that time goes into pushing claims forward: chasing supplement approvals, calling customers about deductibles, scheduling the next car in.
The portal is token-based, not login-based, so there is no password reset call. SMS uses real Telnyx workspace numbers, not a shared shortcode, so customers can save the shop as a contact. Every customer-facing message threads to the claim, so the next teammate has full history. AI drafts every outbound message in the shop's tone with a human approval step, nothing auto-sends. And the full customer-experience layer is included on every paid plan, not paywalled behind a higher tier.
No. The portal is token-based and opens in any phone browser. The customer scans the QR code, the page loads, and they see status and photos with no app and no password.
A real local phone number provisioned per workspace through Telnyx. Customers see a regular number, can save it as a contact, and can reply. Replies thread to the claim automatically.
Operator interviews from the Claimory cohort report 3 to 6 calls per day at 4 minutes each. After the portal and SMS are live, the calls that remain are the ones that actually need a person. Front desks reclaim roughly 4 to 9 hours per shop per month.
No. Every AI-drafted SMS and email sits as a draft until a human approves and sends. There is no auto-send anywhere in Claimory.
Branded on Professional and above with logo and colors. Public branded landing at claimory.io/p/your-shop-slug gives the customer a clean URL to bookmark. Enterprise multi-location groups get a per-group co-branded portal.
Yes. Customer portal, two-way SMS, email hub, e-signature, QR-code updates, and self-serve scheduling are included starting at Starter ($49 per location per month). Branding and customization tier up on Professional and Elite, but the operational customer-experience layer ships on every paid plan.
CSI from the post-repair survey feeds the carrier scorecard. Cycle time and customer-communication consistency are what insurance carriers measure most in DRP relationships, and Claimory ships the surfaces that drive both.