Updated: Oct 11, 2020
FMG has won a contract to provide end-to-end incident management services across 35,000 of Arval’s fleet, encompassing their ATC customer base. FMG replace WNS.
The Huddersfield-based business, a subsidiary of Redde Northgate plc, says its expertise to control every aspect of the claims journey from FNOL through to repair completion was key to winning the contract.
Furthermore, digitalisation of the claims journey, with software such as Image Capture Triage, which FMG says helps reduce key to key times and improve the customer experience, appealed to Arval.
It has been 10 years since FMG last provided incident management services for Arval.
Andrew Chandler, sales director at FMG said that he was “delighted” that Arval had chosen to return to a “historic partnership”.
“It allows us the opportunity to demonstrate the value of our expertise in the delivery of high-quality incident management solutions,” explained Chandler.
“Over recent years we have invested in the required flexibility and innovation to meet the evolving expectations of both clients and importantly their drivers.
“We look forward to supporting Arval’s clients using our in-house systems driven by our expert teams and supported through our UK-wide repair network.
“We are confident that we can bring value to Arval’s clients base through a solution that has been tailored to provide the best service to meet customer needs and expectations.”
Arval will have direct access to FMG’s Ingenium Suite, with continuous system driven repair updates and tracking to drivers.
Crucial to Arval’s market review was working with a partner who could provide operational capabilities to essentially multi-select insource and outsourced operational requirements, with the leasing company electing to appoint their own engineering team while using a web-based version of FMG’s management system Ingenium.
Joel Lund, service delivery director at Arval, said: “We are very pleased to be returning to a partnership with FMG, they are a trusted name in the industry and their specialist knowledge and proven capability with fleets of all sizes will support the commitment to fully support drivers and limit costs and business impact to our customers.
“FMG’s market leading systems, process and crucially delegated authority and intervention criteria with insurers, means our clients VOR is further reduced whilst importantly protecting third party costs.
“Our tender exercise focused on innovation, customer experience and digitalisation to create a market leading proposition fit for purpose for Arval and our clients.”
FMG appointed Claire Owens as its new managing director in March, at the outset of the Covid-19 outbreak in the UK.
The appointment followed the most successful year in the businesses’ history, as new business wins have been a key feature in the past 12 months, along with the retention of clients, according to FMG.
During the pandemic the business went live with new Highways England contract, the refreshed scheme continues the partnership for more years following the 10-milestone achieved in 2019.