A public sector property services organisation have been a client of Day’s Fleet since 2010 following several successful framework awards. We currently fund and maintain over 75 vehicles which are integral to the management of the client’s properties and ensures that they can attend a call over a large geographical area in South Wales. Due to the nature of their fleet and organisation they require suppliers who can react quickly and provide a high level of bespoke service therefore account management is at the heart of the relationship.
Our account management philosophy is to manage all public sector accounts with a dedicated team which involves the following:
- Head of Public Sector Sales
- Public Sector Client Support Executives
- Contracts Manager
- Commercial Manager
- Senior Management
The account is supported by the wider business departments including: Technical, Finance, Procurement, Logistics, Disposals. Our staff have vast experience with passenger cars and LCV’s, fuel types including electric vehicles and respective charging infrastructure to advise when required.
As part of our ongoing account management process, we have conduct regular face-to-face and virtual review meetings ensuring that the existing fleet is closely managed and any issues discussed including: SMR performance, mileage management, review of KPIs, complaints and fleet reviews.
Once appointed, we worked closely with the client on their livery and racking requirements. 75 new orders resulted in multiple different configurations of vehicle options which required good technical knowledge as well as attention to detail and a high level of account management. The vehicles have been ordered with a nominated dealer who we are constantly liaising with as well as the racking supplier – removing the need for the client to get involved at any stage of the process.
As part of the contract, Day’s Fleet are also responsible for the provision of routine SMR of the vehicles. We have always worked closely with the client on maintaining the fleet and have facilitated their choice of supplier. Due to a recent drop in their service levels we are supporting the client in trialling a new supplier, a testament to the flexibility of our Technical Team.
We have supported the client over recent years by assisting with vehicle demonstrators for local events in the community.
The client’s’s fleet team have access to our online Client Dashboard which gives them visibility of their fleet in real-time, including a full reporting suite of management information where everything can be viewed and analysed ranging from order updates, services due, MOT due and invoicing.
Due to the sector in which the client operates and the nature of the use of vehicles, it is essential that the vehicles are maintained and tyres monitored to minimise any potential downtime.
The client’s drivers and the fleet team utilise our online service booking facility as well as our DriverLine phone service alongside our experienced Technical Team who are motor vehicle industry trained.
All vehicles which are off the road are downtime managed by our teams, ensuring that the client’s response vehicles are back on the road as soon as possible.
Should a vehicle break down, the driver calls our 24/7 DriverLine service and the AA will attend at roadside or onsite. This is immediately visible to us via the AA online portal which our technical team have full access to.
During the manufacturer’s warranty period the breakdown provision may be provided via the manufacturer’s choice of breakdown provider, once connected to our DriverLine service, the driver is automatically diverted to the appropriate provider based upon the vehicle/point in the contract; thereby reducing the overall response time. This service includes ‘home start’, roadside assistance and recovery.
We have a national tyre agreement with ‘Kwik Fit to provide tyre repair and replacement facilities across our entire fleet and emergency repairs and fitments 24/7. They also provide us with mobile fitment to ensure tyre facilities are easily accessible across the area that the client’s vehicles operate.
MOT’s are managed by our in-house team by way of ‘electronic notifications’. 90 days prior to the MOT due date, the client is notified by e-mail that the MOT is due and can be booked in. They receive a reminder every 10 days until the due date. As the MOT due date approaches our technical team will check future bookings and if necessary, contact the client directly to discuss the MOT requirement.
We work closely with the client on their current fleet and facilitate vehicle extensions to ensure that the transition between old and new fleets is seamless.
Prior to contract end, the client’s vehicles are individually inspected on site by our Disposals Team so that an indication of any potential end of contract charges can be given. This reduces any potential conflict and unexpected costs at contact end. Vehicles are assessed in line with BVRLA fair wear and tear guidelines by our well-trained and highly experienced vehicle assessors.
Feedback from this client is consistently positive and we have a great working relationship. They enjoy our flexible and personable service which is not always available via larger leasing companies.
Should you wish to discuss any aspect of the above case study, the client is available on request.