Inchcape Fleet Services (IFS) and FMG have signed an innovative partnership deal, to create a completely new blend of outsourced incident management within the UK fleet marketplace. The new partnership combines Inchcape’s people, culture and knowledge with FMG’s cutting-edge technology, UK-wide repair network and ISO-accredited business processes.
Matt Rumble, Commercial Director at IFS, talked about their catalyst for change:“As a leading player in the fleet market, IFS are constantly evaluating best practice in all areas of vehicle funding and management. Over the last two years, one specific area of focus has been the rapidly-changing incident management marketplace. The landscape in this arena has changed substantially, and many of today’s fleet accident management operations are struggling to overcome the subsequent hurdles including legislative and commercial change, varying degrees of repair capacity constraints, shifts in supply and demand, parts discounts and supply issues, all of which take place against a backdrop of significant developments in vehicle technology.”
To identify the best incident management solution for the future and continue to lead the market in this space, IFS performed an internal and external review of the market. They recognised the significant importance of their people, their unique culture and the breadth of operational knowledge, which has been proven to deliver real value to their customers over many years. However, with around 30,000 vehicles under an incident management contract, compared with leading outsourced incident management specialists who have ten times that volume, it became clear they needed to combine their own strengths with the benefits of working in partnership with an incident management specialist.
“In 2015 we went out to market and one innovative, tech-savvy and highly flexible incident management service provider stood out above all others: FMG,” Matt continued.
To form the core of this hybrid solution, FMG is providing its next-generation operating system, Ingenium-i, via an entirely new IFS-branded web interface. This unique self-service solution, operated by Inchcape’s own specialist team, will drive Inchcape’s accident management function, with every single task measured to ensure that delays are minimised, costs carefully measured and downtime highly controlled. Customer repairs will be directed through IFS’s own high quality repair network, with additional support from FMG’s own extensive quality-accredited repair network, to ensure continuity of coverage and capacity across the UK, including the addition of a UK-wide mobile repair solution.
FMG created an entirely new front-end architecture which securely bolts-on to their internally built Ingenium platform, providing Inchcape with access to their highly efficient back-office architecture, creating a streamlining effect on their end-to-end claims process. This configuration enables IFS to manage the individual services they wish to control themselves, whilst remaining completely integrated into FMG’s ISO-certified systems, including intelligent claim triage, repair network and management information data analysis.
Ben Creswick, Commercial Director at FMG said, “FMG always considers each individual customers’ unique requirements and this self-serve model was the perfect fit for Inchcape. There are varying degrees of commercial and service benefits to operating a self-serve model versus outsourcing everything, but IFS recognised the need to find a way of combining their people, culture, passion and operational knowledge with FMG’s scale, technology, experience and buying power; in order to deliver real value to their customers.
“The story behind how this innovative partnership was created clearly demonstrates that if you are forward-thinking, technologically-advanced and passionate businesses; who can work together in a transparent and mutually-aligned way, you can produce a high-quality, successful and sustainable solution in any market.”
Matt Rumble added, “The new solution went live on 1st March and is already starting to deliver significant value to our customers and their drivers and we look forward to continuing to work with FMG.”