Adam Lovelock, assistant vice-president, insurance replacement sales division at Enterprise Rent-A-Car, writes how partnerships are key to keeping afloat during disruptive waters
Disruption is dramatically changing customer expectations. A new generation of motorists is accessing mobility differently – through apps, shared options and Mobility-as-a-Service (MaaS) solutions.
As with all organisations facing disruption, those that adapt the best will be those that thrive. In motor insurance, this is where we’re seeing brokers rethinking how they work with supply chains to add value for their customers. This is especially critical when policyholders make a claim.
A strong supply chain will deliver the service levels expected by increasingly demanding motorists and put the broker at the heart of the relationship.
Of course, value for money remains key in an age of price comparison. However, beyond the baseline price, brokers will see greater value from suppliers if the focus of the relationship is working together to deliver a more high-quality customer experience.
Partners need to show they are investing in innovation and service quality. Of course, technology is a key enabler to reduce costs, speed up processes and ensure transparency and better communications.
Significant investment in technology over the past four years has enhanced our booking platforms, improved bodyshop locator systems, aided connectivity and data transfer for those involved in collision damage, and ensured seamless integration with software platforms used by insurance companies.
But technology is only part of the equation. It needs to be complemented by quality service delivered by the right people. Even if you purchase motor insurance online, friendly, responsive human interaction can make all the difference when you’re stranded by the side of the road after an accident.
Competent, helpful people will ease the repair process and help the driver make the best choices at a difficult time. Therefore, we continue to invest in our branch employees as well as business centre workers who provide telephone support. We also invest in our partner network to boost the specialist skills needed in the industry.
Enterprise has increased funding in apprenticeships in the vehicle repair sector through a new and transferable apprenticeship levy. And we’ve appointed AutoRaise to help channel these funds into qualifying repairers to help develop the next generation of engineers and technicians.
It’s only through partnership that the supply chain becomes a team of experts that is continuously improving the customer experience. The price of supply has to be right – but success is ultimately the result of value through partnership.