Kwik-Fit Fleet Introduces Service24

Improved fleet driver communication and enhanced data information for contract hire and leasing company customers are the two key advantages Kwik-Fit Fleet says will be gained from its new web-enabled Service 24 initiative. The recently installed Service24 software handles and co-ordinates driver bookings for vehicle servicing, maintenance and repair to be carried out either through Kwik-Fit Fleet’s own network or motor manufacturers’ franchises; glass replacement; breakdown assistance and vehicle recovery and vehicle hire for all Kwik-Fit Fleet’s leasing customers.

Kwik-Fit Fleet provides a range of driver support services to numerous contract hire and leasing companies – including most of the UK’s 50 largest leasing firms – from its Tannochside call centre in Scotland, which functions 24/7, 365 days a year. While some company car and van drivers are directed by their vehicle leasing provider to call the centre each time they require assistance, other contract hire and leasing companies use the Kwik-Fit Fleet service outside office hours to ensure drivers can obtain help round-the-clock.

“Our new Service24 system is firmly focused on providing an interactive support service that delivers a range of enhanced communications to company car and van drivers, while ensuring an improved data information service is provided to leasing companies,” said Kwik-Fit Fleet operations director Simon Lucas. “Importantly, the new Service24 system manages each driver’s call according to pre-determined service standards and rules set by both their employer and leasing company provider.”

The new Service24 functionality that is delivered through a bespoke version of Mycompanyfleet’s YourAcumen Customer Relationship Management (CRM) system once company car and van drivers have contacted the call centre includes e-mail and SMS confirmation of the requested booking; automated progression monitoring of assistance to a driver – this, says Kwik-Fit Fleet, enables it to keep in constant contact with drivers advising them of the duration of a job, when work will be completed and the availability and estimated time of arrival of any mobile help; mapping software displaying the whole of the Kwik-Fit Fleet group network and all franchise garages in the UK; and service schedules and history of all leasing company cars and vans, thus enabling the system to identify if a vehicle is due a service according to age or mileage. “Once work on a vehicle has been completed we are then able to swiftly send a comprehensive report to the vehicle leasing company providing comprehensive details of the SMR job undertaken,” Lucas added.

 “Our previous IT system was ten years old and had reached the end of its useful life. First class customer service in the 21st century has never been more crucial to the ongoing success of fleet vehicle providers, which is why Kwik-Fit Fleet has invested in the new Service24 platform,” the operations director continued. “The technology will also enable us to offer an increased range of innovative products and even greater business-to-business continuity in the future because it provides additional flexibility that we did not have previously.”