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Incident management: an end-to-end
The past couple of years have proved the resilience of the UK’s businesses. But when it comes to incident management, there is always room for improvement. On the launch of the AA’s Yellow Paper on incident management, Gavin Franks, business services director at the AA, shares his thoughts on how fleet productivity and uptime can be further improved through a systematic approach.
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f the past few years have proved anything, it’s the resilience of the UK, its people and its businesses. The AA too has faced challenges on a scale unseen for generations. However, just like in the past, we’ve come together and worked collectively to overcome these challenges with dogged determination. This period has given us as an industry time to take stock and look forward towards emerging technologies, particularly when it comes to incident management – a critical tool for organisations looking to streamline their fleets and lower their expenditure in the current financial climate.
Incident management – a criticalx preventative measurex
Incident management is a field that has grown from the fleet industry’s desire to significantly reduce the occurrence, expense and disruption of vehicle incidents for employees driving to work. Covering everything from vehicle maintenance to accident management, insurance cover, training, roadside assistance and customer service, incident management ensures that fleets run smoothly, whatever the issue. It can form a critical preventative measure, which not only helps to look after employees and the fleet as a whole but can also reduce the long-term exposure of the risks associated with fleet operations.
An end-to-end solutionx Operating vehicle fleets can be complex, time-consuming, and expensive, from planning servicing, maintenance, and repairs (SMR) to arranging effective insurance coverage. These tasks fulfil all the essential aspects of fleet management, but are often organised separately, with poor or no communication internally or between external providers – definitely a missed opportunity.
At the same time, immense pressure has been placed on fleet managers to cut costs and ‘make do with less’ as businesses focus on recovery. With a spotlight on uptime and efficient use of resources, now is the perfect time to assess fleet needs and
consider end-to-end incident management. Under the banner of incident management, the industry is now finding immense value in combining these services into a single ‘end-to-end’ solution. Its purpose is to link the various – often disparate – aspects of incident management into a single service. Covering everything from insurance and training to SMR and accident management, end-to-end incident management is designed to keep your vehicles on the road and your organisation moving forward.
In commercial fleets, revenue and profit are intrinsically linked to vehicle uptime, making incident management critical to business success. If a vehicle is out of action, then it’s not just an employee that’s immobile – it’s a core business capability that’s not operating. End-to-end incident management can be transformative for operational and commercial fleets, relieving administrative burdens, while linking together crucial support services to maximise uptime and reduce long-term fleet costs.
Through high levels of customer support and engagement, incident management is allowing managers to focus on more long-term strategy and commercial goals. Effective and successful implementations of incident management have positive impacts, such as significantly reducing vehicle downtime, maximising driver and vehicle productivity and minimising business disruptions.
A single packagex
Our incident management service combines our highly regarded fleet services into a single package. In pursuit of industry-leading support for fleets and fleet managers, we have also invested in the development of our additional programmes, Drivetech, which offers driver training to manage driver risks, and SMR provider Prestige Fleet Servicing. Both complement our accident management and insurance services. As the fleet industry – and fleets themselves – continue to recover, it’s now
up to fleet managers to make proactive and positive changes. As the sector seeks to embrace electrification, connectivity and the arrival of advanced driver aids, fleet managers should be looking to reduce total fleet expenditure and incident rates to provide greater uptime and productivity. With that being said, it’s becoming clear that one of the best ways to improve in these areas is through end-to-end incident management.
Combining SMR, accident management, insurance, training and roadside assistance with attentive and proactive customer service, end-to-end incident management solutions provide a step-change to fleet capability and performance, while reducing administrative burden and improving incident response rates and outcomes. An awareness of the areas, which fit into the incident management sphere and the ways they impact on one another, is critical to addressing fleet management challenges – both today and beyond.
To find out more about AA Business Services, please visit:
https://www.theaa.com/business
www.businesscar.co.uk | May 2022 | 19
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