Our commitment to improving Service, Maintenance and Repairs for customers has been recognised at the Van Fleet World Awards, with the announcement that we've won the highly-contested prize for Innovation in SMR.
Alex Grant, Editor of Fleet World commented: "Fleet Solutions invested more than £1.6 million in its SMR offer last year. It has extended its workshop hours, tripled its repair network, introduced mobile technicians and brought further digitisation to improve efficiency. In turn, the company has halved lead times, cut downtime for vehicles and recorded impressive improvements in customer satisfaction too."
Our investment in SMR has led to faster lead times, reduced vehicle downtime and improved customer satisfaction.
These improvements are directly attributable to our commitment to investing in technology, accident services, mobile SMR capabilities and contact service centres. The result is more time on the road for customers' vehicles, with the biggest benefits coming from our 24/5 and extended working hours operations of our garages.
New technologies have saved garage managers valuable time to focus on improving customer service. Key to this success is our tablet-based SMR workflow system, TechTool. The latest upgrades include the digitisation of service, inspection and compliance documents, which are now instantly uploaded to each customer's dedicated portal using dynamically tailored content. Where previously customers and garage managers might need to deal with upwards of 1,000 documents per fleet, digitising these removed a significant administrative burden.
In accident services, we have expanded our network of strategically located body repair specialists in the past year by 185%. With over 200 specialists – 30 of them providing fast-track capability – we can meet ambitious targets of dealing with 40% of customers' accident-based repairs using a same day solution.
More than 25 of our customers now use mobile SMR – compared to just two, on trial, in 2016. Each enjoys downtime improvements averaging 2 hours/job and daily rental cost-savings of up to £1k/day. This has been made possible by the acquisition in February 2017 of strategic partner, SEV Automotive and Plant.