Kwik-Fit's Telecommunications investment makes significiant difference to UK fleets
Fleets are reaping the benefit of a £600,000 investment in improved telecommunications by Kwik-Fit with an increasing number of "same day" jobs being undertaken by the company’s mobile tyre repair and replacement technicians.
Kwik-Fit Fleet operates a nationwide fleet of more than 200 mobile units that undertake work in three key areas:
– Repairing and replacing the tyres on company car and vans and privately owned vehicles at the driver’s location of choice
– Completing duty of care tyre inspections on cars and vans typically in company car parks
– Undertaking tyre replacement work at franchise dealers that are members of Kwik-Fit’s dealership programme.
Demand for the services of Kwik-Fit Mobile continue to rise and in the 12 months November 1, 2010 to October 31, 2011 almost 300,000 appointments were completed with almost 450,000 tyres fitted.
The telecommunications investment at Kwik-Fit’s Fleet Operations Centre at Tannochside in Scotland and its Dispatch Centre at Warrington will deliver to fleet customers a range of benefits including:
-Speedier and more efficient call handling
-A faster response by Kwik-Fit Mobile
-More jobs undertaken on a ‘same day’ basis
Simon Lucas, operations director, Kwik-Fit Fleet, and head of Kwik-Fit Mobile, said: '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.'
Kwik-Fit Fleet has centralised mobile call handling at the Fleet Operations Centre as a result of the introduction of the latest automatic call distribution technology. It enables Centre staff to better manage call queues, messaging and routing to improve customer experience. Kwik-Fit Fleet has also improved its resilience by obtaining lines from multiple exchanges and ensuring that all operations are mirrored in back-up locations.
Introduction of the very latest telecommunication technology has resulted in a simplified process and reduced waiting time for fleet drivers by more than 50%. It also allows Kwik-Fit Fleet to better control the quality of calls and will lead to even greater process improvements designed to improve driver experience over the coming months.
Simultaneously, Kwik-Fit Fleet has centralised the control and dispatch of jobs at its refurbished Dispatch Centre. This allows Kwik-Fit Mobile to be more efficient and give a consistently high level of service across the UK.
Mr Lucas said: 'Since making these improvements the company has seen the percentage of jobs arrived at within the given time window rise to 97%, which betters customer key performance agreements.'
He 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.'