CCC is excited to introduce a new monthly Q&A series called Creators & Innovators, where we'll highlight members of our team and hear what excites them most about the work they're doing and how they're contributing to CCC's growth and success. This month, we're featuring a Q&A with CCC's Estimate-STP Product Manager, Doug Johnson.
I have been part of CCC for seven years. After working as an appraiser, I joined CCC as a field consultant, and then moved into a Customer Success Manager (CSM) role in the major markets, working with farm bureaus and smaller carriers. I transitioned over to S&C and served as a workflow consultant in the major markets, and then became a CSM for national carriers for a number of years before I managed a team of CSMs. I most recently moved over to the product team as a Product Manager to work on Estimate-STP (straight-through processing).
As a Product Manager, I work to meet the goals of the customer, such as improving their operational efficiency. A good example of this is making decisions around our next enhancements. It could be around getting more cars through the STP process, or it could be around refining our tools. Somebody has to prioritize our investments and work with the various teams to continue to deliver valuable enhancements to the market, and I am that somebody!
Estimate-STP is part of the broader STP vision, which aims to create a more streamlined claims experience for claims professionals and their customers. Estimate-STP relies on processing photos with AI and customer-defined configurations to produce an estimate that can more easily be finished by an appraiser or delivered to their customer directly through a mobile experience.
I really love who I work with and what I get to work on. CCC has some of the brightest minds in the industry working on industry challenges. I get to work with other people who understand the business, understand technology, and work together well. I grew up in a family of motor heads that always had deconstructed cars all over our garage, and I also grew up in Silicon Valley, so my background was a weird cross-section of technology and cars. There aren’t many places where I get to work on both of my biggest interests other than CCC.
I think the way that we're willing to go out on a ledge with new technology and invest in cutting-edge research is second-to-none. But when push comes to shove, what really differentiates CCC is how we work as a service company. We work to have great relationships with customer contacts. Without the service side and without the willingness we have to constantly test new technology, I don't think CCC would be where it is in the market.
