97% of Kwik-Fit Fleet mobile jobs now within time window

Kwik-Fit Fleet says a £600,000 investment in its telecommunications system has resulted in an increase in the number of ‘same day’ jobs being undertaken by the company’s mobile tyre repair and replacement technicians. The introduction of new technology has more than halved waiting time for fleet drivers, the company reports. It also allows Kwik-Fit Fleet to better control the quality of calls, and the company states it will “lead to even greater process improvements designed to improve driver experience over the coming months.”

“We continually strive to offer all fleet customers a first class customer service. The £600,000 investment does just that and will mean reduced fleet vehicle downtime for corporates which in turn improves their business efficiency,” commented Simon Lucas, operations director at Kwik-Fit Fleet and head of Kwik-Fit Mobile. According to the company, the centralisation of mobile call handling at Kwik-Fit Fleet’s Fleet Operations Centre together with the new technology enables centre staff to better manage call queues, messaging and routing – thereby improving customer experience. Kwik-Fit Fleet says it has also improved its resilience by obtaining lines from multiple exchanges and ensuring that all operations are mirrored in back-up locations.

Evidence of the improvements delivered by the new technology’s implementation at Kwik-Fit’s Fleet Operations Centre at Tannochside in Scotland and its Dispatch Centre at Warrington can be seen in the figures – demand for Kwik-Fit Mobile services continue to rise, and in the 12 months between 1 November 2010 and 31 October 2011 the 200+ mobile fleet completed nearly 300,000 appointments and fitted close to 450,000 tyres.

“Since making these improvements the company has seen the percentage of jobs arrived at within the given time window rise to 97 per cent, which betters customer key performance agreements,” Lucas added. “Convenience and an increase in the number of employees working from home is driving mobile demand. Once motorists have experienced our hassle-free mobile service they typically look to use it again when required. Vehicle downtime is significantly reduced and with many people leading a time-precious existence Kwik-Fit’s mobile service suits their work and lifestyle balance.”