We sat down with Aftercare Response General Manager Andy Harrison to talk through the company’s ground-breaking video sharing platform and its key features…
Aftercare Response (part of Bevan Group) is the UK’s leading provider of mobile maintenance and breakdown services in the UK. Specialising in on-site commercial vehicle body repairs and ancillary equipment servicing, the business offers a host of additional services such as fleet maintenance contracts, OEM warranty work and nationwide emergency roadside assistance.
With 260 customers, Aftercare Response continues to experience strong growth – but, in the increasingly competitive landscape, the team constantly strive for ways to deliver added value to their clients.
Andy Harrison, General Manager at Aftercare Response, remarks: “The businesses that survive and thrive are those that ensure they are at the forefront of new developments, driving the charge to bring new and better products and services to the market”.
Aftercare Response Video
One such innovation is Aftercare Response Video. Launched in 2021 as the first initiative of its kind within the industry, Aftercare Response Video is a video sharing platform. It allows engineers to provide recommendations to camera and share the video directly with the customer, enabling a fully informed decision on whether to proceed with the suggested work. Once the work is complete, the customer receives a summary of the issue(s) and the work undertaken to get the vehicle back to its best.
The service gives the customer total control of each job by ensuring end-to-end visibility, complete transparency and improved knowledge. The videos provided enable the customer to re-charge damage repairs fairly and prove invaluable in supporting warranty claims. And crucially, the service allows authorisations to be secured more quickly, thereby minimising delay and vehicle downtime.
As Andrew, a Fleet Management & Finance Lease Provider, comments: “The Aftercare Response Video service has been a real game-changer for us; we have complete visibility and control of all jobs which provides greater transparency for the repairs carried out.”
Paul, a Food & Drink Distribution Provider, agrees: “We receive detailed daily job management updates that, combined with the video service, have enhanced our visibility of on-going jobs and enabled our depots to manage their fleets more effectively”.
There are broader benefits, too. The Aftercare Response team can process customer queries more effectively because there is greater transparency and clarity on the work completed. The videos are an excellent source of training and reference material, enabling knowledge to be shared among the business’s nationwide network of engineers.
“From a customer perspective, this development was all about building confidence and providing reassurance,” explains Andy. “But we also use the platform as a training aid, to improve repair standards and achieve an even higher level of consistency within our team of engineers.”
The Aftercare Response Video Service is available to all Aftercare Response customers. To view sample videos and find out more, visit https://bit.ly/46A2f3D.
