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MSO Symposium

2021 Program Agenda

10:00 AM - 11:00 AM

Networking & Sponsor Showcase

Start the day off right by taking time to network face-to-face with friends and partners in the industry, both old & new! Additional time has been incorporated into this year’s event, so those in attendance can have time to catch up and get to learn more about the latest equipment and services available from our 2021 event supporters and industry sponsors.  

Coffee, tea, bagels, fruit, and other light breakfast items available for attendees to enjoy.

11:00 AM - 11:15 AM


Roy Schnepper, Past Chairman, Automotive Service Association

11:15 AM - 11:30 AM

CY 2022 – Will The Pandemic Finally Be in the Rear-View Mirror?

This session will provide an update on the trends driving change in accident frequency, severity and repairs. Gotsch will also discuss on-going changes to consumer behavior as more of the claims experience moves to a digital platform. Understanding the changes and shift in advanced driver assistance systems (ADAS) will help attendees better prepare for 2022 and beyond.

Susanna Gotsch, Senior Director, Industry Analyst, CCC Intelligent Solutions

11:30 AM - 11:45 AM

Trends on Consolidation, Private Equity, & the APD Landscape

Romans will present a summary view of the evolving U.S. collision repair industry including insights from his industry research and trends on consolidation, private equity and the auto physical damage landscape.

Vincent Romans, Managing Partner, The Romans Group

11:45 AM - 12:30 PM

Audience Q&A: Deep Dives Into Industry Trends

Ask the experts! Vincent and Susanna will provide attendees with a unique opportunity to submit questions in advance of the MSO Symposium. Vincent is among the founding members of the MSO Symposium and well-recognized industry leader, and Susanna’s unique ability to deliver valuable data in a concise and educational manner has been consistently requested by the advisory board for years! Don’t miss this opportunity to gain knowledge and insight from two of the most knowledgeable people in the collision repair industry.

Send in your questions via email no later than Friday 10/30 to:
*Note a limited number of questions will be answered

Susanna Gotsch & Vincent Romans

12:30 PM - 1:15 PM

Formal Luncheon

Sponsored by Sherwin Williams

1:15 PM - 2:00 PM

Economic Outlook and the Possible Effects

Chief Economist Dr. Lindsey Piegza will look at the current state of the economy amid the ongoing pandemic and what it means going forward for overall growth, interest rates and monetary policy. She will cover macro-economic trends in consumer spending and investment, in addition to new monetary and fiscal policy initiatives and the potential economic effects of these changes. She will also examine the changing global and political environment, and how it will affect the economic recovery. Participants will leave this session with valuable information that can be used to drive decisions and change within their respective organizations.

Dr. Lindsey Piegza, Managing Director, Chief Economist, Stifel

2:00 PM - 2:45 PM

Parts Supply Chain Issues and Impacts to all Stakeholders

From parts sourcing to parts challenges, this panel will take a look at the issues taking a hold of our industry’s supply chains. This panel of MSO leaders alongside industry veteran, Mike Anderson, will foster a deeper understanding of the impact “WIP” is placing on body shops, insurers, OEMs, and the relationships between them. Also to be covered are how supply chain and parts issues are modifying the expectations of customers and in effect, changing the repair of vehicles and body shop processes all together.

Marty Evans, Chief Operating Officer, Certified Collision Group
Mark Miller, Vice President of OEM & Quality, The Boyd Group
Shawn Hezar, Chief Client Officer, Caliber Collision Centers
Darrell Amberson, President of Operations, LaMettry's Collision Centers

2:45 PM - 3:15 PM

Networking Refreshment Break

Sponsored by Axalta Coating Systems

3:15 PM - 3:45 PM

Claims Processing - Innovation & Acceleration of Change

The rate of innovation and change in auto claims processing is accelerating and impacting every segment of the automotive and insurance ecosystem; auto insurers, collision repairers, OEMs and consumers. In this panel session, claims industry subject matter experts will explain the macro factors driving these changes, discuss the technologies and other factors that are transforming specific auto claim and collision repair processes and identify emerging trends which are expected to drive further change moving forward.

Stephen Applebaum, Managing Partner, Insurance Solutions Group
Sandee Lindorfer, Director, Allstate Insurance Company
Scott Kohl, Assistant Vice President, Claims, Kemper Insurance

3:45 PM - 4:15 PM

Scanning & Diagnostics: Lives, Liability, and Safety! Getting Past Who Pays for it!

Industry trends suggest that more than 40% of all repairs had at least one scan during the repair process. Does that suggest that almost 60% of the remaining vehicles didn’t require a scan?  It is critical to the success and longevity of your business to understand the potential liability associated with following or not following an OEM repair procedure such as scanning. OEM certified repair programs, OEM position statements, DRP guidelines and a shop’s standard operating procedures (SOP’s) may differ resulting in friction and exposure.  Cutting through potential conflicting positions and determining what is right for your business and your customer is essential to a safe repair and reduced liability.

Erica Eversman, Chief Counsel, Vehicle Information Services

4:15 PM - 5:00 PM

The Global Shift to Electric & Ford's New Electric Certification Program

Electric vehicles are not new to the United States but the rate of change and shift from vehicle manufacturers has accelerated at an alarming rate. Ford’s George Goddu and Jennifer Boyer will provide an outlook on Ford’s current and future direction paving the way for repairers to begin preparing to repair this new fleet of electric vehicles. With a growing number of units in operation, changes in their certified repair program were not too far behind. They will share some exciting news as to how Ford intends to address electric vehicles within their shop network. 

Jennifer Boyer, Director of Strategy and Collision Business, Ford Motor Company
George Goddu, General Manager of Battery Electric Vehicle Aftersales, Ford Motor Company

5:00 PM - 6:30 PM

10th Anniversary Celebration & Reception

Sponsored by PPG