FLEETDRIVE
What problems have your customers
experienced during COVID-19?
For fleet managers, the requirement is to keep
their drivers on the road to continue delivering
essential services and much needed supplies.
Driver support post incidents has become a
major focal point to ensure driver welfare is
provided and to ensure operations continue with
as little disruption as possible.
What innovative solutions have you
developed to assist fleet practitioners?
We recently launched our new digital platform,
Gateway in Australia. Gateway’s progressive,
pioneering technology and advanced
functionality are set to completely transform and
revolutionise the experience of the fleet manager
and their team of driver’s. Gateway links clients,
fleet managers, drivers, insurers and repairers
in real-time through its responsive, easy to use
web, tablet or mobile application. Gateway’s live
search function enables drivers to instantly look
for qualified rescue, repair or salvage specialists
in their area, at any time.
Claim tracking, live video collaboration, repair
progress status updates, dynamic data analytics
and personalised notifications are all handled
effortlessly by Gateway, speeding up claim
resolution.
What feedback have you received from your
customers?
Client feedback has overwhelmingly validated our
vision of enhanced customer experience, reduced
cycle times and real time repair progression
updates. The commitment of our claims
teams to take on remote working to provide
essential support to our fleet partners without
compromising on quality and service levels, has
been inspiring and humbling to say the least.
Is there a specific product or feature you
believe makes a fleet managers life easier?
Finding ourselves in the ‘New Normal’ we had
to look at doing things differently and adapting
to the changes brought about by the global
pandemic. When dealing with vehicle damage
quotes and assessments, a new approach had
to be envisioned which offered a safe option for
repairers, suppliers and assessors to conduct
business. And, it never was a technology
challenge but rather a change in mindset. Enter
Virtual Connect - our new live video tool where no
human contact is required with our assessors and
repairers conducting live video calls with anyone
at any time, even whilst lockdown’s or travel
restrictions are in place. Reduced cycle times by
reviewing damage through the customer’s phone
and immediately compiling estimates before, and
sometimes without an onsite vehicle inspection
are just some of the benefits.
What are some of the ongoing challenges
that you think will affect the automotive
industry moving forward?
There are two challenges that we need to
focus on to support the smaller independent
automotive repair and service businesses. There
have been initiatives to set up a national scheme
for the sharing of vehicle repair and service
information, to specifically give Victorian vehicle
owners and automotive service businesses a
fairer deal. The purpose to give independent
automotive repair and service businesses access
to the same vehicle information as dealer-aligned
workshops. This will level the playing field for
smaller operators, boost competition in the
automotive repair market and save Victorian
vehicle owners time and money by giving them
a greater range of repair and service options.
Ongoing support including financial backing
to help improve fairness for Victoria’s small
businesses, helping them to grow and thrive.
ISSUE 24 2020 / WWW.AFMA.ORG.AU
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