“can collaboration and technology shorten the motor claims ...connected solutions...
TRANSCRIPT
“Can collaboration and technology shorten the motor claims process?”
Kelly Dalwood
PR Manager
Simon Smith
Commercial Director
The Team
Steve Thompson
Managing Director
Sharon McLeod
Operations Director
Vicky Thompson
Office Manager
Adele Brownsell
Client Solutions Manager
What do we do?
Consultancy (non-sales)
Research
Benchmarking
Process
Consultancy (sales)
Business Development Plans
Networking
Secure Contracts
End Clients
Insurers
Fleets
Trade
Manufacturers
What is <Connected Solutions>?
“A credible, sustainable and alternative strategy to emerging consolidation
from dominant suppliers in a dysfunctional market”
Professor Richard Wilding OBE
• An eco system of connected market leading suppliers• End to end or modular solution• Partners has exclusivity in each area of the supply chain• Consolidated approach to major tenders• Adoption of industry standard IT connectivity
Why was this created?• Polarisation of a dysfunctional market• Recognition of heat and politics impacting negatively on the supply chain• Resulting in poor customer service• Lack of collaboration and overall objective view• Ability for each Partner to utilise every element of the supply chain• Ability to unilaterally adopt training, new innovations and technology
What are the benefits?• Reduction of Insurer operating expense• Opportunity for Insurers to leverage scale across more than 1 commodity• Control of Insurer indemnity expense• Reduced cycle time – connected/collaboration/innovations/reduced touch points• Greater benefits derived from greater engagement• Enhanced customer service
“Greater than the sum of our parts”
Example of the “Traditional Supply Chain model”
Insurer
Parts Supplier
Paint Company
Replacement vehicle supplier
Accident Management
Windscreens
Repairer
“Creates tension”- Poor buy in from supply chain- Poor customer service- Disjointed customer journey
Example of <Connected Solutions> Supply Chain model
Insurer
FNOL
Vehicle Recovery
Legal Services
Accident Management
Engineering
Repairer
MobileRepair
Repair Network
OE Parts
Green Parts
OE Equivalent Parts
Paint Distribution
Salvage
Training
Medical Services
New Car Replacement
Mobility Windscreens Vehicle Care Services
“Creates engagement”
- Positive buy in
- Great customer service
Connected Solutions – “things you won’t hear us say”
“I am not responsible for the parts delay, not my supplier……….”“There is no money in working with you, I just do as I am told by the insurer”“I can’t help you with any other elements of your claim I’m afraid….”
Or think……..
“if this process does not work it will just prove my point that the Insurers supply chain is poor”“I am not bothered about achieving SLA’s as the other supply chain vendors are the issue, not me”
Partner to Partner Connections
Partner to Partner Collaboration
77%CONNECTED
Connected Solutions – capability>collaboration
400 Rental Locations
64 Offices
218 Repairers
132 Associate Repairers
53 Warehouses
64,046 Employees
4,000 Courtesy Cars
800 Glass Technicians
102 Glass Fitting Centres
450 GP’s
750 Medical Specialists
5 Dedicated Managers
150 Mobile Repair Vans
20 Wheel / Smart Vans
6 Replacement Car Searchers
42 Logistics co-ordinators
8 Fix & Go locations
102 ADAS Centres
8 Salvage Locations
260 Car Wash
45 Fuel Contaminant Vans
80 Training locations
Critical
Factors
Technology
Connectivity
Collaboration
Transparency
Supplier credentials
Experience