Fleet profile
“We had a really good period of growth during the pandemic.”
Exponential growth
Most B2B customers use Herd Group for long- term rental but they also specialise in daily rental from its Dorking, flagship site and 16 franchises which are dotted around the UK. The company expects exponential growth in the next few years with its success in fleet management and a move to leasing next year. Fisher believes the Group’s growth over the past three years, even through Covid-19, is due to its commitment to its customers. Fisher goes on to say, “We had a really good period of growth during the pandemic which is unusual for a hire business and we picked up where lots of them failed due to our honesty and transparency, which is what attracted me to come and work for the business. One of my bugbears as a fleet manager was recharges at the end of life and the lack of transparency surrounding that. Transparency and giving customers information is something I’ve always wanted when I’ve been the other side of the fence and it’s something they do well here.”
On the contrary, Fisher describes Herd as a “nice, transparent business.” He says, “If something comes back damaged, we will try and get it all repaired cheaply and easily for our customers. It’s a nice refreshing change.” The Group has started providing its fleet customers with monthly information reporting – something Fisher wants to expand as he settles into the role. “We currently send customers information on recharges for the month, but I’d like to begin to send out a detailed report to every customer every month, including details such as cost for the month, recharges, mechanical information, damages, for example, to help them manage their fleets a bit better,” Fisher explains.
He explains that many of the fleets Herd helps manage are managed by HR, who are often dipping in and out of the fleet management and don’t have the time to dedicate to running a fleet. “This is where we step in to help them out. If we can provide monthly reports to help them have better insights on their fleet, then we should,” he says.
Bolstering the operations team through partnerships with Epyx and AllStar ServicePoint, allows Herd Group to provide fleet maintenance support, from full maintenance management to helping with maintenance work, Herd Group works with every customer to tailor a bespoke service- level agreement. Fisher says, “Not one of our customers operates in the same way so our service is not a one-size-fits-all thing – we’ll move and change our business to fit what the customer needs.”
Caring for customers
Herd has built its business on the core principles of its Customer CARE ethos. “That’s what everyone here lives by, how the company operates, and what we all think about in our day-to-day jobs,” says Fisher, who believes he got the job by pitching ideas on how to improve customer service. On Fisher’s team is a customer care manager and care and relationship manager, who deal with customers and take responsibility for
Left: The company’s services include vehicle financing, maintenance and repair, fuel management, and telematics.
www.businesscar.co.uk | May 2023 | 21
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