NEWS FROM THE UK’S NO.1 COURTESY CAR LEASING EXPERTS

WWW.CIRCLELEASING.COM ISSUE 35 DECEMBER 2013FOR THE ACCIDENT REPAIR INDUSTRY

INSIGHT p03Edward Murray Improving relationships with the insurance industry

PRODUCTS p04New solutions New apps enable top bodyshop performance

WIN an iPod Touch!

INTERVIEW p11Mark PrattManaging Director, TCW Group

A milestone decision ecoming the proud owners and residents of the historic Barracks in Bury following our decision to invest

£1.5m in the development made 2013 a milestone year for Circle Leasing.

Standing alongside our chairman Dennis Studholme to welcome former Barracks commander Colonel TD LLoyd Jones, OBE to officially open ‘The Barracks’ was one of my proudest moments. And I’m pleased to report that the decision was a good one.

As we look forward to 2014 we’re in the strongest ever position to achieve our plans for growth and to continue our track record of delivering exemplary service to our customers. The Barracks today provides the physical backdrop to a highly tuned

business driven by specialists with access to all the systems and information they need to operate efficiently.

It’s a place that we would like to share, so whether you’d like to make use of one of

our superb presentation suites or to invest in taking some office space,

we’d be interested to hear from you. See you in 2014!

B

“...we’re in the strongest

ever position to achieve our plans

for growth”

The Barracks open day

02 | DECEMBER 2013 WWW.CIRCLELEASING.COM

The Fiat 500SA highly desirable courtesy car option There is only one problem with offering a new FIAT 500S as a courtesy car – you might not get it back!

The FIAT 500S is designed to appeal to enthusiasts who want the affordability and low running costs of the FIAT 500 in a more eye-catching and dynamic package. Distinguishing the Abarth-inspired FIAT 500S from the rest of the range are: bespoke front and rear bumpers; new side skirts; a boot lid-mounted rear spoiler; dark chrome detailing; a chrome exhaust; rear privacy glass and new 15-inch (and optional 16-inch) alloy wheels.

Combining Abarth-inspired looks with a

sporty and well-equipped interior, the FIAT 500S is available with a range of reliable and fuel-efficient engines, including the 69hp 1.2-litre and 85hp TwinAir Turbo petrol duo, as well as the 75hp 1.3 MultiJet II diesel. The FIAT 500S offers incredible value and with low CO2 emissions (as low as 92g/km) and fantastic fuel economy (up to 76mpg) it’s as affordable to run as it is to buy.

“The FIAT 500S could be seen as not a typical courtesy car in the bodyshop arena. However, the appeal and desirability of the FIAT 500S is so strong that it made sense to introduce the car into that market to take advantage of the additional exposure to a

broad base of customers that this would give us.” – Gerry Southerington, Head of Fleet and Remarketing, Fiat Group Automobiles UK Ltd.

“Building long-term sustainable relationships is of course key and we are delighted with our association with Circle Leasing, which is now entering its third year of partnership. The car has proved very popular with the team at Circle Leasing and their customers. The FIAT 500S puts a smile on the faces of the drivers, and offers a strong cost-of-ownership experience. It is a perfect combination.” – Colin Parnell, UK Leasing Manager, Fiat Group Automobiles UK Ltd.

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Insuring relationships Edward Murray Body shops are an essential part of the accident management chain and the insurance industry is desperate to work with firms that can deliver the highest levels of quality and service.

Given how much work the insurance industry controls, most bodyshops want to forge closer links with it and to proactively develop a strong pipeline of business for the future.

However, in a competitive market this is sometimes easier said than done and for body shops to succeed there are a few fundamentals they really need to nail down.

There is no substitute for quality and insurers, their partners and their policyholders want to be confident that they will get an excellent standard of work on each and every job.

The majority of body shops already do a great job for their customers, but the challenge is to be able to demonstrate this in a way that is clear and robust.

Are established systems and processes in place to ensure work gets done in the same way and to the same high standard every time?

Is there a way of tracking the work in progress, feeding back updates where required and estimating completion times?

Are body shops set up to provide email and text message updates to insurers or policyholders as necessary?

Are consistent estimating and pricing structures in place and is the business set up to work within tight pricing and service level agreements?

Where body shops want more insurance work, being able to prove they can operate in such consistent and transparent ways will make them more appealing and show they can actively help insurers improve the service their policyholders receive.

It is also important for body shops to understand the local market and to investigate how their business could get more involved with some of the arrangements that the insurance industry already has in place.

Speaking to local brokers and loss adjusters will help get a better

understanding of who decides where the work goes, why it goes there and whether there are opportunities to take on some of that work.

Who, for example, runs networks of body shops in the area and how often do they review the firms they use?

Are they looking to add other firms to that network or are other insurers, loss adjusters or brokers setting up their own networks or remodelling the arrangements they already have in place?

What sort of volumes do body shops in these networks need to be able to handle?

What overflow arrangements are in place for these networks, and could individual body shops prove themselves in this overflow capacity first?

Once body shops get a good picture of the existing arrangements they will be able to push towards getting themselves involved.

Where body shops want to develop their relationships with the insurance industry it is important that they can not only demonstrate the quality and consistency of their work but also give clear indications of

how they can handle changing volumes and different types of work.

Does the body shop, for example, have a breakdown vehicle that it could use to recover cars where necessary? Can it handle classic cars or specialist repairs? Is it Kitemark accredited and has it been approved by the major motor manufacturers? These factors are not necessarily essentials, but they will help body shops set themselves apart from competitors.

The difficulty for many body shops is that as small independent businesses they are trying to provide services to large companies operating in more formalised, process-driven ways. Sometimes the gulf between these two models can seem very wide.

However, where body shops can demonstrate their ability to work to consistently high standards and their willingness to be flexible to the needs of the insurance industry, there are significant amounts of work to be won.

On this basis the effort required to bridge that gulf is surely worth it.

“...body shops already do a

great job for their customers, but the challenge is to be

able to demonstrate this...”

Edward Murray

04 | DECEMBER 2013 WWW.CIRCLELEASING.COM

New solutions for bodyshopsNew apps enable top bodyshop performance

Audatex iPad app helps boost productivity and more... Audatex has released AudaMobile, a new iPad app helping bodyshop repairers increase “right first time” assessments on the move, which is also fully integrated with AudaEnterpriseGold.

With AudaMobile repairers can capture and calculate assessments at the side of the vehicle, avoiding duplication, boosting accuracy, reducing repair cycle times and avoiding costly supplementaries. Michael Dable of Howard Basford, who is using AudaMobile, commented, “Being able to create an estimate on the go whilst at the side of the car is the winning advantage of AudaMobile. But it really comes into its own when using it with technicians in the workshop, as the car is being stripped and

agreeing the parts needed for the repair. The accuracy of the estimates we’ve created using AudaMobile have been staggering.”

What’s more, with AudaMobile bodyshops can engage better with their customers, helping to improve conversion rates as work is assessed and priced with the customer at the vehicle. With the latest technology at their fingertips, they look more professional and improve the customer experience, as reported by Andy Pennell from Balgores: “Customers we’ve visited at their home and provided estimates for using the App have been really impressed with the professionalism it portrays.”

Paul Sykes, Sales and Operations Director for Audatex UK, says, “With the AudaMobile app, bodyshop teams are today performing calculations at the vehicle, cutting paperwork and increasing “right first time” whilst reducing repair cycle times.”

For further information visit www.audamobile.co.uk.

New Thatcham escribe enables easier access to methods, times and parts data Thatcham Research have released a range of workflow enhancements to their new escribe product, designed to enable quicker, easier access to fully researched vehicle repair methods, times and parts data.

Already bristling with all the repair data that bodyshops and vehicle assessors need for safe, quality vehicle repair, the latest enhancements enable users to rapidly source just the information they need, reducing the time spent on generating a full vehicle assessment by as much as 50 per cent.

Thatcham have pledged to continue listening carefully and responding to subscriber feedback and as such have also recently announced a range of new “Supersaver” data packages available for 2014 subscribers, whilst a new option to pay monthly will ease cash flow pressures for repairers.

If you’re interested in the new escribe and want to learn more you can speak to one of Thatcham’s customer service advisors on 01635 293 174, or you can see further help files and video on www.thatcham.org/escribe

Three clicks from manufacturer to method with Ezi- Methods New from Auto Industry Consulting is Ezi-Methods, an interactive repair methods information system that complements the market’s leading estimating systems. Developed in close consultation with a number of industry partners, the system provides repair methods information covering the most frequently estimated/repaired models over the past five

AudaMobile, a new iPad app from Audatex

With a focus on bodyshop efficiency, key-to-key times and close management of average repair costs, there is a greater emphasis on the use of bodyshop technology than ever before. Mobile estimating apps, fast access to repair methods and reliable valuation tools are all enabling VDAs to achieve their “right first time” mission. Around Circle takes a look at some of the latest innovations:

WWW.CIRCLELEASING.COM DECEMBER 2013 | 05

years. Researched from manufacturers’ methods, Ezi-Methods takes the user from “manufacturer to method” in just three clicks.

Ben Cardy, Commercial Director, Auto Industry Consulting, said: “Based on feedback from our Ezi-Methods focus groups we have concentrated our efforts on providing high-quality repair methods information in the most straightforward, cost-effective manner possible. VDAs and Technicians want access to the data they require without any window dressing and this is what Ezi-Methods delivers.”

The system is PAS 125 compliant and is backed by a team of collision repair research technicians who are available to answer specific repair methods enquiries by email within 48 hours. Ezi-Methods is available as a locally hosted system, with monthly updates provided remotely or by disk, or as a web-based solution. A single site, unlimited, multi-user licence for the system, including the 48-hour helpline service, costs £1,648.00.

For further information please contact sales@ezimethods.com or go to www.autoindustryinsider.com.

Innovation Group introduces Rapid Assess iPad appInnovation Group has partnered with a cutting-edge US-based software company to introduce Rapid Assess, a revolutionary repair damage assessment system, to the UK.

Primarily focused on non-structural damage, the system is an ideal solution for pricing up retail opportunities. Simply set up a number of different pricing matrices and business rules that determine how much to charge for certain specific damage types and areas.

Rapid Assess then allows a completely unskilled user to price up superficial damage – scratches, scrapes, dings and dents – along with panel and part replacement costs. The assessment is generated, alongside a customer, within

90 seconds and is ideal for; increasing the conversion rate for walk-in retail opportunities: client-site repair assessments by non-technical staff; and local dealership opportunities.

Fully mobile with its own iPad app, a full assessment can be generated by a remote user and instantly viewed and edited by the bodyshop team.

Alternatively, for slightly more serious damage or more complex repairs, skilled and experienced bodyshop staff can edit assessments and add damage as required. Paint costs are offered for the specific damage area, according to the vehicle paint type and the preferred paint brand. An OE part number and price database is included – updated monthly. For further information contact Sheila Bradley (sheila.bradley@rapidassess.co.uk).

New Market Value Assessor from Glass’sGlass’s has launched a cutting edge valuation tool for the bodyshop and insurance sector. Market Value Assessor (MVA) has been developed to assist the modern vehicle damage assessor in understanding a vehicle’s value, meaning total loss claims can be settled quickly and fairly. In less than 30 seconds it can identify vehicles, adjust for options fitted, condition adjust and estimate damage – providing a totally up-to-date and true value.

The tool also utilises Radar, Glass’s spot pricing system, to identify matching vehicles for sale in the local area, providing further back-up and accuracy of valuations.

David Punter, Head of Sales, Bodyshop and Insurance at Glass’s, comments: “In an industry where claims play a huge role, being able to accurately determine vehicle values is fundamental. If bodyshops and assessors understand the true worth of a vehicle, they can better determine settlement offers, saving time and money dealing with claims.

“Following the launch of our G2 valuations last year, we have been working hard to bring solutions to market that give our customers increased support in an ever-changing market. This tool is all about giving the industry a more transparent process for managing claims settlements. Getting offers right first time means happy customers. That means increased customer retention and a notable decrease in Ombudsman referrals. Ultimately, it’s about better profitability.”

With up to 24 month’s historical valuation data across 36,000 models, Glass’s offers even better insight to its customers. MVA is available online via PC, smartphone or tablet. It is fast becoming the de facto system for the most accurate valuation of vehicles.

For more information go to www.glassbusiness.co.uk

Rapid Assess, a revolutionary repair damage assessment system

06 | DECEMBER 2013 WWW.CIRCLELEASING.COM

“Innovation is about

identifying the market need...” How success is

secured at Fix Auto UKIan Pugh, Fix Auto UK Managing DirectorWith 68 bodyshops repairing 90,000 vehicles per annum, Fix Auto is the UK’s leading franchised bodyshop group and it continues to go from strength to strength. Around Circle interviewed Ian Pugh, who took up the reins as UK Managing Director in February 2011, to fi nd out more about his passion for the business and his plans for Fix Auto in the UK.

What is it that sets Fix Auto apart from other bodyshop groups?Our aim is to be recognised as the most professional, innovative and customer-focused repair network in our chosen markets through consistency, best practice and knowledge transfer. We have a very strong management team with in-depth knowledge and experience of both the collision repair and insurance businesses. We are constantly seeking out innovative ways to improve what we do as a business, whether it be new systems, processes or technologies.

The franchise business model is unique in that everyone is an entrepreneur, each of whom by their very nature is very competitive. Everyone wants to win. Everyone wants to keep getting better. We’re passionate about the business and we offer a framework within which we help our franchisees to grow, develop and achieve success. We have market-leading coverage and a brand that is associated with consistently high-quality repairs and outstanding customer service. It’s a very compelling offer in the market.

Can any bodyshop be a Fix Auto bodyshop?No. Only 25 per cent of companies enquiring to join the Fix Auto franchise are successful. It is not an open invitation and all applicants

go through a rigorous pre-qualifi cation process which, if successful, is followed by an operational audit. A key part of this involves detailed discussions about the alignment of our businesses and our mutual vision of how we will operate going forward. To protect our reputation in the market and the commitment made by our franchisees, the bar continues to be raised and we’re very proud of the fact that we continue to grow as a network, even with an increasingly high entry level.

What geographical areas are you targeting next?We currently have a geographical footprint that enables us to reach 82 per cent of the UK population within a 30-minute drive time. Our focus has been primarily in urban areas up until now and as we move forward we will be moving into more rural areas, particularly in the north of England. We are also making good progress in developing our central Scotland solution, with a number of potential franchisees already qualifi ed. There is a noticeable change in customer expectation, with convenience being high on the list of priorities. The Fix Auto network is in a good position to respond to this.

What measures does Fix Auto put in place to help franchisees run a sustainable, profi table business?Our investment in the Fix Auto Dashboard and Data Warehouse gives everyone in our network the information they need to measure and manage their performance and to compare themselves against their peers. With a 15-to-1 ratio (shops to regional operations managers), our regional operations team is constantly on hand to advise franchisees on areas for potential improvement and our regular regional meetings have become central to knowledge-sharing amongst all our franchisees. Focused sessions on subjects such as key-to-key times have been very successful in helping Fix Auto bodyshops improve productivity and profi tability, and meeting the needs of our customers.

At your recent conference, Success Through Innovation was the theme. What “innovations” have you put in place? Innovation is about identifying the market need and creating a solution to meet that need. We have an on-going development programme in place that includes everything from estimating training to managing repair costs, through to a Net Promoter Score (NPS) system that enables us to set ever higher standards in customer service. Consistent data is enabled through a single bodyshop management platform (AutoFlow) and we are working with our partners to improve the effi ciency of our parts procurement process with an electronic trading system. New ideas are emerging all the time, the latest of which is intelligent deployment of jobs at FNOL. Everything is designed to deliver the best customer experience, reduced cycle times, increased profi tability and consistent repair costs.

What are the biggest challenges faced by independent bodyshops today?Over time the market has evolved. For example, in the 1990s the market was more regional with local motor engineers and local claims offi ces, but operations are now centralised, which places different demands on the bodyshop. Many of the independent single-site bodyshops who come to us say that they have diffi culty in being considered for major contracts by work providers. This remains an ongoing challenge for many.

Do Fix Auto franchisees benefi t from centralised work provision and procurement deals? Yes they do and we are very proud of our success is securing centralised repair contracts with a number of leading insurers. Winning and maintaining these contracts is an essential part of the value that we deliver to our franchisees.

In terms of procurement deals, we are testing a parts trading platform that will enable improved effi ciencies for our franchisees. We also work in close

Ian Pugh, Director of Fix Auto UK

Electric vehicles (EVs) remain the “problem child” of the automotive industry after more than 120 years of getting into mainstream motoring. True, in the past specialist applications were powered by batteries, just as forklift and pallet trucks are today.

What changed? There is truly massive global pressure to reduce the energy consumed in vehicle manufacture via energy taxation, as well as incentives for vehicle users. Pure electric vehicles have been transformed by migration of Li-Ion battery technology from phones and laptops with three times the storage capability compared to lead acid – with more to come.

A Focus-, Astra- or Golf-sized EV needs around 24kWh to give a 100-mile range. The fi rst-generation automotive Li-Ion technology appeared in 2009, with the second generation appearing from 2012 onwards. The third stage is due by 2015 and the fourth evolution by 2020. Battery pack prices (based on 24kWh) will remain between $6,000 and $10,000, with each stage initially costing more before decreasing as production volume increases. The inverter and power controller system costs should also fall steadily from $1,000 to around $200.

Volkswagen ran a fl eet of electric Caddys in Germany with parcel delivery companies over three years. All the operators involved insisted they needed a range of at least 120 miles – yet few vehicles ever exceeded 60 miles a day. This shows that pure electric vehicles are best suited to an urban environment with regular relatively short journeys and that a range of around 100 miles would be enough for either private or commercial use.

Since household wiring is limited to around 13 amps, a 20kW charge would need around eight hours to complete. The solution? 480V three-phase electricity supply and a suitable charger – but both cost equal amounts of cash. Why

use wires anyway? Wireless charging is possible (it still needs a three- phase power supply) but the scale of the electromagnetic fi eld induced to wirelessly transmit so much energy raises real and as yet unquantifi ed health risks. The electromagnetic wave “pollution” issue will be solved in time, but not just yet.

Possible solutions? Well, pure EVs can be transformed with the addition of a petrol or diesel engine that can extend the range of the vehicle should it be required – as in the Vauxhall Ampera. In addition, a clean-sheet pure EV design might produce interesting results, as seen with the BMW i3 “car for life” approach.

So, what are the AutoIndustryInsider.com predictions for 2020? Pure EVs will just about compete with petrol or diesel engine vehicle performance, although the system cost disadvantage will remain – so fewer than one per cent of all new car sales will be pure EVs. For vehicles using a blend of EV and conventional technology, sales should rise towards 25 per cent of the market. The wild card is the urban delivery van market – pure electric vehicles might get closer to 50 per cent of this sector by 2020.

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“...and creating a solution to

meet that need”

“Innovation is about

identifying the market need...”

partnership with a number of major suppliers who deliver a range of key services, including Circle with whom we have worked successfully for almost three years.

How would you describe the relationship that Fix Auto has with Circle Leasing?Strong. We are very much aligned in terms of our core values and the way that we do business.

Are there any lessons that Fix Auto UK can learn from its sister company in the USA?Fix Auto in the US has greater experience in dealing with retail customers and B2C marketing, whilst we are more advanced in developing relationships with our insurer customers. We are all keen to learn from each other and to embark on vice versa transfer of knowledge. The transfer of knowledge is happening now. We have recently presented at each other’s national conference, which provided a great opportunity to share knowledge and to deepen our relationships.

What are your aspirations for the Fix Auto UK family of franchisees in the next fi ve years?We will continue our mission to provide the UK accident repair market with high-quality, consistent, cost-effective accident repairs. Through the development of our unique value proposition relating to cost and customer service (NPS), we will grow our network and our insurer contracts. Through innovation and working with our partners, we will help our network operate more effectively and profi tably than ever before and differentiate ourselves from our competitors. Our goal is to make Fix Auto a recognised household name for accident repair.

Electric cars: myths, subsidies and chaosAndrew Marsh, autoindustryinsider.com

About Auto Industry InsiderAuto Industry Insider is an independent source of engineering information driven by technical experts from within the automotive industry. For further information visit www.autoindustryinsider.com.

BMWi3

Interviewwith Barry Street, Covéa Insurance

08 | DECEMBER 2013 WWW.CIRCLELEASING.COM

It is now one year since Covéa Insurance was founded through the merger of MMA and Provident Insurance in the UK. Around Circle is delighted to provide an update on the company’s plans through our exclusive interview with Barry Street, Head of Motor Engineers. During his 20 years with the company, Barry has lead strategic operational changes and brought innovative and award-winning technological and customer service improvements to the business.

How does the company look today?Our fi rst year as Covéa Insurance has seen many successes and we are continuing with our ambitious growth plans. We now have over 1.2 million customers in the UK with over 800 staff across nine offi ce locations. Standard and Poor’s ratings service also upgraded our insurer fi nancial strength to “A” earlier this year, which provides valuable reassurance for brokers choosing to place business with us. This is certainly an exciting place to be and the future is bright.

Was it a smooth transition?As with any merger there has been a huge amount to do, but we have been absolutely focused on the task at hand and have put a huge amount of effort into communications – both internal and external – to reduce the impact of change and uncertainty for both our customers and our employees.

To help overcome any potential uncertainty for our brokers, we focused entirely on their needs in relation to our rebrand approach, using a steady stream of timely and relevant communications to reinforce the positive nature of the merger, reassuring and instilling confi dence in our new brand. We are delighted to have been shortlisted as fi nalists in the Brand Campaign of the Year category at the Insurance Times Awards, which will be held in December.

Covéa is a major name in Europe, so how is Covéa Insurance positioning itself in the UK market?We have positioned ourselves as a new force in the UK insurance market and over the last year have been investing in putting the building blocks in place to meet our longer-term growth ambitions.

For our personal lines business we have a range of compelling product propositions and have continued to invest in building upon the sophistication of our pricing, maintaining our disciplined approach to underwriting and developing our market-leading claims capabilities.

Commercial lines has also been an area of signifi cant focus for us and we’ve invested heavily to ensure we have a compelling trading proposition and strong regional presence. Simon Cooter joined us as Commercial Lines Director in January and he has been busy putting in place his commercial lines leadership team to build on the strengths of our existing regional underwriting teams and develop stronger relationships with leading brokers.

What percentage of your business relates to motor insurance?It currently represents around 60 per cent of our GWP.

Do you have plans to extend this?We are ambitious and want to grow our business. We are investing in a range of activities and initiatives that are all laying the platform to enable us to achieve our growth ambitions.

How do you manage the cost of motor claims? We measure our Green Light Approved Repairer (GLAR) network against a number of strategic measures to identify the differing levels of their commitment and outcomes to serving our business needs. Our entire GLAR network consistently provides excellent levels of customer service, quality of workmanship and the overall effi ciencies surrounding their vehicle repair services.

Broadly, we ask for the safest, most economical and quality repair together with the highest possible customer satisfaction and within the quickest possible timeframe. We are truly proud and greatly appreciative of the service delivery provided by the whole of our GLAR network. Howeve, we are in a market where things never stand still, so we are continually looking at improvement initiatives; after all, we too are operating in a highly competitive marketplace.

Lastly, but probably most importantly for our repairers, I insist that we measure the speed of payment to our GLAR. And if any

repairer reading this article feels that we aren’t paying repair invoices quickly enough, please bring this to my direct attention!

Covéa Insurance is proud of its green credentials; does this extend in any way to your specifi cations for courtesy cars?We have an agreement with our GLAR network that they will provide our customers with the use of a small courtesy car for the duration of their vehicle repair. If the customer requires any upgrade or alternative vehicle, then the customer agrees this with the GLAR directly. We ask the GLAR network to source vehicles of their own choice from highly credible and quality service providers, such as Circle Leasing.

Covéa Insurance regularly wins awards for customer service – what particular steps have you taken to achieve this?We undertake various customer surveys – for example, the Institute of Customer Service (ICS), the Customer Satisfaction index and Net Promoter Scores. In addition we also have our own internal customer journey surveys.

WWW.CIRCLELEASING.COM DECEMBER 2013 | 09

ABP ConventionAt the ABP Convention, in response to popular demand, we returned with our F1 simulator and a bottle of champagne for the driver with the fastest lap time. Alongside this, we had the opportunity to discuss our market-leading bodyshop courtesy car leasing proposition with many of the more than 500 industry representatives who were present at the event.

Fix Auto ConferenceAs the sponsor of two major industry events in recent weeks, Circle Leasing has welcomed the opportunity to spend precious time with customers, industry partners and colleagues away from the offi ce, and to offer everyone visiting our stand the chance to win a fantastic Lamborghini track day experience.

At both the Fix Auto UK National Conference and the ABP Convention, delegates were invited to enter our prize draw for their chance to drive a 600bhp Lamborghini for a day at a circuit of their choice. We’re pleased to announce the winners are Paul Harwood, HB Panel Craft, and Phil Whittaker, Fix Auto Huntingdon, Peterborough and Spalding.

More than 180 delegates were present at the Fix Auto UK National Conference, where we were proud to underline our long-standing relationship with Fix Auto and its franchisees as a Gold sponsor of the event. The conference theme – Success Through Innovation – resonates with our own approach to developing our business in line with customer needs.

Out & about...

“...from highlycredible and

quality service providers, such as

Circle Leasing”

“We ask the GLAR network to sourcevehicles of their own choice...”

We bring all these together within our monthly Customer Experience Pack (CEP), which also incorporates a comprehensive suite of fairness measures. These measures are recognised by our business as vital in helping us to identify, review, challenge and then action any areas where we need to improve the quality of fair outcomes for our customers. We attained the ICS Service Mark Accreditation in May 2013 in recognition of our “right fi rst time” initiative as a result of the investments we had made in our end-to-end service offering.

Will the recent Competition Commission investigations have any impact on how Covéa Insurance operates?There are certainly challenges on the horizon in the motor industry,

including the Competition Commission’s review of the market. As a regulated insurer, regulatory and legislative change is always very much on our radar and is central to our approach to decision making.

Finally, what are Covéa Insurance’s views on outsourcing claims activities?

At Covéa Insurance, we view effective claims management

as being fundamental to our longer-term success and believe

that a market-leading claims capability (measured on

service, effi ciency and cost) can

only

be delivered through in-house expertise. The claims experience is the “moment of truth” for the genuine customer and provides the organisation with the opportunity to meet their promise of “being there in the customer’s time of need”. However, managed badly, it can be detrimental to both business profi tability and longer-term competitiveness, as combating fraud and controlling costs is absolutely key.

To ensure Covéa Insurance has absolute control over the delivery of the claims experience for our customers, and in turn our ultimate claims costs, we manage claims in-house. We have invested heavily in both data insight and our core claims capabilities to ensure we have the right balance between technical capabilities and service delivery. Having direct access to high-quality data and information, not only allows us to drive performance under a continuous improvement ethos but enables us to understand emerging market trends and threats and respond accordingly.

Insourcing also allows us to ensure that not only do we have well-trained and experienced people but that they are all united with the same critical objectives of delivering excellent customer service and controlling the cost of claims. This culture is embedded throughout our organisation and we don’t believe you can create the same belief, alignment and focus with an outsourced model.

It comes down to what you believe is core to your business and at Covéa Insurance we strongly believe that claims and customer service is absolutely core and as such we wouldn’t want to outsource that responsibility to anybody else. Barry Street

David Creswell speaking at the ABP Convention

Whether it’s dreaming up new colours for the cars of the future or recreating complex shades for car repair coatings, it’s hard to beat AkzoNobel’s performance. The world’s leading paints and coatings company focuses its colour expertise and the passion of its people on driving forward the boundaries of paint technology. With its premium Sikkens and Lesonal vehicle refi nishing brands, Jon Amor, AkzoNobel’s VR Premium Sales Manager, UK & Ireland, explains how their latest breakthroughs in products and processes are helping to change the way bodyshops operate.

Five years ago, AkzoNobel teamed up with the McLaren F1 team, and together they have been tirelessly working to accelerate the development of paint technology. The partnership has gone from strength to strength, and has led to innovations in coatings from both a cosmetic and a performance point of view.

From race car to road car, the work with McLaren has fed into the commercial production of the premium Sikkens paint system, which is constantly evolving to meet the increasing quality and performance expectations of the market. “Partnerships across the industry continue to play a vital role in improving the performance of paint products,” confi rms Jon Amor. “For example, our design teams work with leading original equipment manufacturers (OEMs) helping to translate the latest colour trends and effects to achieve the designer’s vision. We then create smart paint recipes that simplify complex colours for the vehicle refi nishing market. This enables paintshops to deliver evermore challenging and varied fi nishes simply, quickly and competitively. It takes technical innovation to do that!”

AkzoNobel works closely with its customers to ensure the most effective use of its premium paint products. Its value-added business services demonstrate that the company does much more than simply supply paint. Jon explains, “Creating a great result cost-effectively in the paint process doesn’t just require a pot of paint. You need the right paint system, colour-matching tools, mixing and application techniques and an effi cient process overall. Our commitment to helping customers achieve this is stronger today than ever.”

In recent work with customers, looking at process improvements, AkzoNobel has developed the Express Repair Technique (ERT) concept, which enables bodyshops

to streamline smaller repairs using products with rapid curing characteristics and specialist equipment (including the moveable spraybooth), plus processes specially designed to cut key-to-key times by up to 50 per cent. Jon confi rms: “A combination of speed and quality is driving the development of paint products and application techniques.”

Another example of increasing repair speed is AkzoNobel’s development of UV (Ultra Violet) technology, which brought the company into the spotlight earlier this year after successful trials at Fix Auto’s bodyshop in Northampton. The dramatic reduction in key-to-key times achieved is likely to have far-reaching implications for the industry. “The approach was expected to be used for only minor repairs; however, the bodyshop is now successfully benefi tting from the speed of UV on larger, more severe repairs. Fix Auto has confi rmed it is completing a category two repair in less than a single day, which is about 20 per cent of the normal duration,” explains Jon.

The trend towards improved professional management of bodyshops is set to continue. “Bodyshops of the future are likely to have more streamlined processes for different repair needs, and stringent health and safety measures will enable them to operate more effectively with their customers,” describes Jon. “Paint systems will continue to need to comply with legislation, offering versatility and high performance to ensure a quality end product can be produced cost-effectively. Businesses will be looking for products with a long pot life to reduce material waste and products that are easy to use with minimal training. Painter confi dence will be a top priority with paint products that can be mixed and applied easily for great results winning over less advanced solutions. Progress is continually

being made to increase drying speeds which helps to cut energy costs and increase throughput. And fi nally there will be more structure around effective triaging of repair jobs and process effi ciencies enabling businesses to deliver more – reliably, quickly and at a reduced cost.”

Environmental considerations are also crucially important in the development of paint technology. Products that comply with the latest reduced-VOC (Volatile Organic Compounds) legislation are now delivering the performance of traditional higher VOC solvent-based products. Alongside these technical advances, AkzoNobel has reinforced its global leadership in sustainability with the launch of its futuristic concept – “Planet Possible” – a strategy designed to drive innovation and promote radical effi ciency throughout the world of paint and coatings. Jon concludes: “We know that the industry’s success depends on its ability to do much more with much less”.

010 | DECEMBER 2013 WWW.CIRCLELEASING.COM

Whether it’s dreaming up new colours for the cars of the future or recreating complex shades for car repair coatings, it’s hard to beat AkzoNobel’s performance. The world’s leading paints and coatings company focuses its colour expertise and the passion of its people on driving forward the boundaries of paint technology. With its premium Sikkens and Lesonal vehicle refi nishing brands, Jon Amor, AkzoNobel’s VR Premium Sales Manager, UK & Ireland, explains how their latest breakthroughs in products and processes are helping to change the way

to streamline smaller repairs using products with rapid curing characteristics and specialist equipment (including the moveable spraybooth), plus processes specially designed to cut key-to-key times by up to 50 per cent. Jon confi rms: “A combination of speed and quality is driving the development of paint products and

Another example of increasing repair speed is AkzoNobel’s development of UV (Ultra Violet) technology, which brought the company into the spotlight earlier this year after successful trials at Fix Auto’s bodyshop in Northampton. The dramatic reduction in key-to-key times achieved is likely to have far-reaching implications for the industry. “The approach was expected to be used for

Painting the futurewith AkzoNobelAn insight into the changing world of paint refi nishing

Quality is the key to success for TCW Groupsays repairer’s MDOnce a sole bodyshop but now a multi-site network with a national footprint, TCW Group has been a hot topic of conversation in the repair industry this year. First established in 1971 as a family-run business in Tonbridge, Kent, the company has gathered a reputation for its quality work, especially on prestige vehicles. Owned by Markerstudy Group since 2010 and with sites dotted across the country, TCW Group is going from strength to strength.

Around Circle caught up with Managing Director Mark Pratt to talk new teams, specialist repairs and what exciting plans lie ahead for the business.

It’s been a year of change. Tell us about taking the helm at TCW Group. Well, it certainly has been a year to remember, for all the right reasons! I became MD in January, following a long career working for large-scale bodyshops, and am supported by a new senior management team with extensive industry knowledge and experience. Together we have developed the business to ensure we run as effi ciently as possible, giving our customers what we believe is an exceptional service.

You’ve recently completed a rebranding exercise. What was the objective of this? To put it simply, we needed one uniform brand that encompassed the professionalism of all our sites. All locations now fi t under the TCW Group umbrella whereas each previously had its own identity. The new branding is now clearly identifi able, positioning us as the repairer of choice for customers. It will put us in good stead as we grow.

You mention being the “repairer of choice”, but what makes TCW Group different? What sets us apart is our quality, not only in the repairs we do but in our service. It’s why we’ve been so successful. We know that most customers would rather not have a reason to visit a bodyshop so we make the entire repair process convenient and simple. We also have a solid team across the group who excel in what they do – a major factor as to why we have achieved so many manufacturer approvals, particularly in the prestige arena.

The full list of approvals includes Aston Martin, Audi, Bentley, BMW, Jaguar, Mercedes- Benz, Nissan, Porsche, Seat, Skoda, Smart, Toyota, Vauxhall and Volkswagen.

What investment have you made to support the repair of prestige marques? Vehicle technology on prestige cars requires specialist skills and equipment. We have invested in state-of-the-art aluminium booths and other high-tech equipment, including the latest compliant welders, paint products and, most importantly, manufacturer’s diagnostic equipment for Mercedes, VW Group and BMW. Our aluminium structural repairs are accredited by Aston Martin, Audi, BMW, Jaguar, Mercedes Benz and Volkswagen.

All our technicians are also fully trained in the latest manufacturer and industry techniques. They are able to handle any repair that comes through the door, be it fi breglass, aluminium or the latest composites.

Do you have plans for more such investments to keep pace with changing vehicle technologies? As manufacturers introduce new technology into their production vehicles, we will invest to ensure we remain at the forefront of the market. We have a commitment to support their programmes and their developments will determine the equipment that we will purchase.

Can you tell me more about the recent restoration project you carried out with Porsche? Yes, certainly! We restored a classic 1976 Porsche 911 Sportomatic for Porsche Centre Tonbridge as part of the national Porsche GB competition. We’re delighted to tell you that Porsche Centre Tonbridge clinched the title of Best Restoration. When the car fi rst came to us it had been stripped and sodablasted. The corrosion was extensive and it required some new panels and numerous repairs before being primed and painted. It’s now a stunning example of a classic Porsche.

How long has TCW Group worked with Circle Leasing? It’s been 8 months and we feel a real synergy with how they operate.

What makes Circle your “supplier of choice” for courtesy cars? To put it in the simplest terms, they can source the specifi c vehicles we want, in this case VWs, and the pricing is competitive. Ultimately, however, their service is fi rst class.

Why is the effi cient, cost-effective supply of courtesy cars important to TCW Group? As mentioned previously, we want our customers to receive an exceptional service. We have committed to running a fl eet of VW Group cars and Circle provides a competitive, simple one-stop solution.

You’ve talked freely about plans for expansion. Can you tell us more about this? Let’s just say exciting times are ahead for us. We have, as you say, openly talked about our plans to have new TCW Group locations, adding to our existing ones. This summer we also invested £200k in a new recovery fl eet. We’ll have more announcements on further expansion soon.

Looking to the future, what are your plans to sustain this year’s development and success? The bodyshop market is one that is changing for the better and we intend to change with it. We are driven by our plans for growth and will continue to seek out the latest technology and the best staff to help deliver a friendly and expert service. The security of Markerstudy Group ownership is reassuring, although we operate separately from the group. It gives us a confi dence to go forward and advance our offering for our customers and partners.

Thanks Mark!

WWW.CIRCLELEASING.COM DECEMBER 2013 | 011

Mark Pratt, Director of TCW

Quality is the key to success for TCW Groupsays repairer’s MD

iPod touch

WIN!

As the season of goodwill is here, we had to include a festive competition.

Complete the Christmas song for your chance to win an iPod touch with 5MP iSight camera, 4-inch Retina display and FaceTime HD … just in time for the New Year!

On the fi rst day of Christmas my true love sent to me...:A – A partridge in a pear treeb – A turtle dovec – A french hen

Please send all answers to marketing@circleleasing.co.uk for your chance to win.

Make sure you send your entry in before 30th December 2013 when the prize draw will take place and we will get your iPod over to you ASAP! We will announce the winner through twitter so please follow us @circleleasing to keep track of what’s going on. The winner will also be notifi ed by email.

How to avoid EOC chargesDanny Harris, Fleet Services ManagerThere’s a widely-held perception that leasing companies use the End of Contract (EOC) handover to earn more money out of the customer at the end of the agreement.

This couldn’t be further from the truth with Circle Leasing. We recognise that last-minute discussions about missing items, incomplete documentation and damage to the vehicle are not in anyone’s interests. And we make no profi t from re-charging repairs and replacing log books, wheel knocking nuts and all the items that commonly go missing during the course of the contract agreement.

To help smooth the EOC process and to promote best practice among our customers, we provide a “Fair Play Guide” that provides detailed information on how to reduce any end-of-contract costs.

Fundamentally, it’s about planning ahead, allowing enough time to carry out a series of checks and to prepare the vehicle for its return. “Bodyshops are in the ideal position to rectify any damage to the car,” says Danny Harris, Circle Leasing’s Fleet and Facilities Manager.

“Why incur the costs of us subbing out the repairs before we re-lease or sell the vehicle?”

The guide contains a wealth of tips and information to help you prepare vehicles for collection. Here are a few examples: • As service books need to be returned, it

makes sense to keep them in a safe place away from the car, but don’t forget to put them back in the car prior to collection and ensure the books are stamped if the car has been serviced.

• Spare keys often go missing. Keep one in a safe place and issue the other to the driver. Locking wheel nut keys should be kept in a secure location in the car.

• Outside the vehicle: watch out for corner bumper scuffs and hidden dents and scratches that may appear after removing decals from door panels. Number plates must be in good condition, without cracks, distortion or discolouration.

• Inside the vehicle: watch out for cigarette burns on seats and/or carpets and any missing items such as parcel shelves and book packs.

“Our Fair Play Guide is another example of Circle Leasing’s commitment to a partnership approach to customer service,” explains Danny. “Our aim is to help our customers minimise or even eliminate avoidable extra costs when they prepare their vehicle for return at the end of contract.” A full guide can be downloaded from www.circleleasing.com

Fair PlayA guide to Fair Wear & Tear

on your courtesy car fleet

12 | DECEMBER 2013 WWW.CIRCLELEASING.COM

Circle Leasing Ltd The Barracks 400 Bolton Road Bury BL8 2DA Tel: 0800 505 3737 | Fax: 0800 505 3744 | mail@circleleasing.co.uk | www.circleleasing.com

Produced by Circle Leasing MarketingPlease contact 0161 826 4109 for more information. © Circle Leasing Ltd 2013. Printed on recycled stock.

Fair PlayA guide to Fair Wear & Tear

on your courtesy car fleet3 END OF CONTRACT CHECKLIST

8

Missing items What’s required

Checked

1 KeysAll keys must be tagged and with the vehicle when

collected2 Tax discsThe current, valid tax disc should be in the windscreen

3 Book packsThese must be complete and in the glovebox

4 Service booksMust be stamped and up to date in accordance with

manufacturer’s service intervals and in the glovebox

5 Service check sheet Must be completed and in the glovebox*

6 Wheel trimsThese must be fitted to the vehicle, undamaged except

for very minor scuffing7 Inflation Kits

Must be complete and in the car with an unused

cartridge. 8 Rear parcel shelves Should be in the correct place in good condition

9 Spare wheelMust be in place and fully serviceable with required

tread depth. Nb: some spare wheels are a different size

to standard road wheels. If you have had a puncture,

please ensure the standard road wheel is refitted and

the spare wheel returned to its usual place.

10 ToolsAll tools should be present and in place

11 AerialsShould be fitted to the vehicle as supplied

12 Fuel capsShould be in place on the vehicle

InteriorWhat’s required

Checked

1 SeatsShould be free from snagging, heavy stains and burns

2 CarpetsShould be free from damage/burns

3 Boot matMust be in place and undamaged

4 Service booksNo holes, missing items or damage

*This checklist can be freely downloaded from www.circleleasing.com

Danny Harris, Fleet and Facilities Manager

Leasing’s commitment to a partnership approach