e2e sets customer service standard

e2e Total Loss Vehicle Management [e2e] has become the first and only organisation in the salvage and automotive recycling industry to achieve the BSI Customer Service Kitemark.

Accreditation followed a three-day audit of all aspects of customer service including strategy, culture, resources, people, technology, customer feedback and complaints handling, and enhances the company’s reputation for delivering an exceptional customer experience. 

A client survey in December 2021 found that 100% of respondents said they were satisfied or very satisfied with the service, while 100% said they found e2e very or extremely responsive when dealing with queries and requests for information.  

Jim Loughran, CEO, said, “We are absolutely thrilled to be the first in the salvage industry to achieve the BSI Customer Service Kitemark. We believe our focus on customer service is what sets us apart from our competition.  

“Our network recovers 500,000-plus vehicles per annum and customer service excellence is evidenced by a justified complaints ratio of <0.1%.  We know that we represent our insurer clients’ brands when dealing with their policyholders and that their reputation is in our hands. We take that responsibility very seriously and as a network we are committed to customer care and removing friction from the total loss claims experience.”

Natasha Bambridge, global consumer promise practice director at BSI, said, “Externally, achieving certification to the Kitemar will prove the organisation’s commitment to service excellence and internally it will help to embed a customer first culture. We look forward to working with e2e again in the future so that the organisation can continually improve on the service it provides to its customers.”

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Steer announces Artis acquisition

Steer Automotive Group has continued its ambitious growth strategy with the acquisition of Artis Accident Repair Centres. 

Artis began operating in 2017 and has quickly established a leading presence around the M25, with the recent addition of two new sites in Borehamwood and Grays taking the group up to 11 sites.

Jamie Smithyes and the rest of the Artis management team will remain in place following the deal, which takes Steer Automotive Group to 37 sites with 700 staff and a capacity to repair 70,000 vehicles per year.

Richard Steer, Chief Executive of Steer Automotive, said, “We recognise the significant investment and success that Artis have established across their estate, holding 11 key manufacturer approvals and supporting many of the UK’s leading insurer clients. 

“Focusing on London forms the next phase of our business strategy and connects the Steer Group across the Midlands, the North East and Scotland, growing our geographical footprint and increasing our operational capability to an unprecedented level. We’re delighted to welcome Jamie and his senior team to our operation and look forward to an exciting future together. I’d also like to thank Paul Pancham for helping to make this deal happen and wish him all the very best for the future” said.

Smithyes said, ”We’re all very excited to be joining the Steer family and as a management team, we’ll be staying in place to ensure the continued successful running of the Artis business.”

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Market Intelligence – 14 April 2022

Market-Intel-14-April-2022

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ARC360 announces Solera Audatex UK partnership 

I Love Claims (ILC) is delighted to announce that Solera Audatex has joined as ILC Motor Corporate Partner, ARC360 Corporate Partner, and Claims Tech Silver Sponsor. 

Solera Audatex is the global leader in vehicle lifecycle management with AI-enabled technologies providing the most comprehensive collection of vehicle, repair, performance and telematics data in the industry. 

Solera handles more than a million transactions every day for more than 300,000 customers including OEMs, insurers, repairers, salvage yards, fleets and dealerships. 

Mark Hadaway, ILC Managing Director and ARC360 co-founder, said, “Solera Audatex is a global leader in its field and has established a strong reputation for innovation and cutting-edge technology for the benefit of partners and customers alike. 

“We’re proud they have recognised ILC and ARC360 as platforms for open communication and knowledge-sharing for the betterment of the wider industry. We look forward to working with them in the future and sharing their insights with our community through our broad range of media activities.” 

Chris Wright, Regional Vice President, Solera, North Europe, commented: “ILC and ARC360 have a great reputation in the market, providing an open platform for the industry to share expertise, insights and to tackle the challenges of today, by putting technology at the heart of a business strategy.

“At Solera Audatex, we think technology should not be a mountain for the industry to climb, but an intelligent, intuitive assistant that facilitates every stage of the claims and vehicle repair process. We look forward to engaging with ILC, ARC360 and their members to help meet their promise of a better tomorrow.”

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Citroen shines but Jogger limps to one-star rating

The Citroen DS4 has received an upgraded five-star safety rating in the latest round of Euro NCAP testing.

The model received four stars in original tests but has been elevated to five stars with the addition of the optional safety pack.

Meanwhile, the Honda HRV received a four-star rating with good protection seen for adult and child passengers, but the Dacia Jogger was given just one star due to lack of basic safety features and sub-standard ‘active’ safety technology.

Matthew Avery, Chief Research Strategy Officer, Thatcham Research, said: “For a family car this safety performance is disappointing. The vehicle may be more affordable than others in the same category, but in terms of safety it appears that you do get what you pay for. In this case, not only is the Dacia Jogger lacking the active safety features that buyers expect as standard, but even some of its basic passive safety features are not up to the industry standard set by the vast majority of carmakers.”

The Euro NCAP assessments look at two main areas of safety during testing: ‘passive’ and ‘active’. Passive safety features include airbags, seatbelts, and crumple zones with a view to securing occupants and mitigating damage during an accident. Whereas active safety features, such as Autonomous Emergency Breaking, are designed to help prevent accidents from happening in the first place.

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Industry urged to support recruitment petition

The NBRA is supporting a government petition to allow businesses in the automotive industry to recruit workers from overseas to address the growing skills gap in the sector.

The petition has been launched by Ingenia Recruitment with the support of the IMI, and all businesses in the industry have been encouraged to sign it.

Steve Nash, CEO of the IMI, said: “The non-manufacturing side of automotive, which includes the sales and distribution as well as the service and repair networks, employs over 600,000 people in the UK, but is facing unprecedented skills shortages. Currently the sector has over 23,000 vacancies, which equate to four per cent of the workforce. And many of those vacancies are in the technical roles such as light vehicle technicians, HGV technicians and body and paint technicians. These are skilled roles which require extensive training; typically at least three years to become qualified at the minimum level.

“Apprentices have long been the lifeblood of the automotive sector. But the inevitable reductions in the recruitment and training of apprentices resulting from the pandemic have created a shortage of young talent which will take some years to catch up from, despite the fact that employers are recruiting new trainees at record rates. So other solutions must be found and one such solution is for the key automotive technical roles previously mentioned to be added to the UK Government’s Shortage Occupation List, facilitating easier recruitment of talent from abroad. That is why the Institute of the Motor Industry is supporting this petition.”

Chris Weeks, Executive Director, NBRA, said: “The next generation of automotive technicians has grown up in the age of smart technology. Audatex’s training will reveal the growing complexity and technology behind the everyday vehicles we take for granted and hopefully, this will fire their imagination.”

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Repairify launches remote initiative

Repairify UK is launching a new initiative this month that could reduce remote diagnostics, ADAS calibrations, coding and programming prices by as much as 45%.

Available to asTech and RED (EU) customers, the Repairify Remote Services Pledge will see IMI certified and ADAS trained technicians carry out diagnostic scans and resets, and ADAS calibrations according to UK Insurance Industry Requirements.

This enables repairers to benefit from new income streams while at the same time reducing key-to-key times by not outsourcing or hiring subcontractors.

Phil Peace, Managing Director (SVP) International, Repairify, said: “Repairify’s continuous investment in technology development and data acquisition ensures repairers can be confident they are employing the safest, most reliable, and up-to-date ADAS repair solutions available. 

“With the introduction of the Repairify Remote Services Pledge, repair shops can confidently employ the best value, high-quality diagnostics, and ADAS services on the market to meet their repair requirements.”

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Audatex to provide free apprenticeship training

Audatex is offering one apprentice a month a free spot on its AudaEnterpriseGold certification course.

The new initiative is being introduced with the support of the NBRA and automotive apprentice charity AutoRaise.

The two-day, £600 course provides apprentices with AEG certification in vehicle damage assessment and is being introduced to help tackle the crippling skills shortage in the sector. Recruitment was named as the number one challenge for 67% bodyshops in the UK, according to research conducted by the Institute of the Motor Industry, while 40% of workshops say they are too short-staffed to send apprentices on training courses.

Neil Garrett, UK Sales Director, Audatex, said, “We hope this offer of free training for selected apprentices will not only make the candidate better qualified but also help bodyshops send trainees on industry courses in the absence of funding. These apprentices will get an invaluable insight into a career in intelligent technologies as they return to their employers with valuable skills.”

Chris Weeks, NBRA Executive Director, said, “The next generation of automotive technicians has grown up in the age of smart technology. Audatex’s training will reveal the growing complexity and technology behind everyday vehicles we take for granted.”

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Toyota launches new apprenticeship programme

Toyota is introducing a Project Management Degree Apprenticeship programme for UK school leavers, giving them the chance to gain real life experience at Toyota’s Surrey headquarters while studying for a degree.

Offered in partnership with Northumbria University, the four-year apprenticeship is designed so that apprentices can divide their time between office work and virtual academic studies.

Apprentices will work with Toyota’s Data and Insight team to develop project management skills to support improvement of the consumer experience. The programme includes degree apprenticeships, 12-month student placements and an 18-month rotational graduate programme.

Luke Smith, Toyota (GB) Specialist, Talent Acquisition and Experience, said, “This is an opportunity for a school leaver to start their career with a major global player in the automotive industry while studying for a degree. We are very proud of our Emerging Talent schemes and have many examples of team leaders and senior managers who started their careers as students or apprentices.”

Applications are open until 15 April.

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Charity match on course to hit target

The Plunkys All Stars Football Match is on course to raise upwards of £17,000 for Brain Tumour Research.

The match takes place at Peterborough United’s London Road on 24 May and will be followed by a raffle and auction of football memorabilia to raise additional funds.

Steve Plunket, who has organised this charity fundraising event for a number of years, said, “Prior to this year, we raised £54,000 for various charities, which is amazing but we couldn’t do it without all the people who help and donate money to us. Luckily I work with and around some really generous people.”

Brain tumours kill more children and adults under the age of 40 than any other cancer yet historically just one per cent of the national spend on cancer research has been allocated to the disease. Brain Tumour Research funds sustainable research at dedicated centres in the UK is close to Plunkett’s heart after colleague Mike Yorke and friend Denise Branford were both diagnosed.

He said,“I’m amazed by how well Mike and Denise are doing. They’ve both shown such strength of character, Denise by continuing to teach fitness classes and Mike by hardly having a day off work throughout. Their stories highlight why it’s so important for us to be able to help fund vital research into brain tumours. They are both a real inspiration.”

To support Steve’s efforts please click here visit his fundraising page.

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