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Aftercare Response

Industry Spotlight: Hands-on with Aftercare Response Video

 960 640 Stuart O'Brien
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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.

5 Minutes With… Andy Harrison, General Manager at Aftercare Response

 960 640 Stuart O'Brien
By:

In the latest instalment of our fleet management industry executive interview series we spoke to Andy Harrison (pictured), General Manager at Aftercare Response, about current supply chain challenges, the trend toward longer fleet leases and the associated maintenance implications, and the importance of nurturing the next generation of qualified ancillary engineers…

Tell us about your company, products and services.

Aftercare Response is the UK’s leading provider of mobile maintenance and breakdown services. We specialise in on-site commercial vehicle body repairs and ancillary equipment servicing, but also offer a host of other services such as fleet maintenance contracts, OEM warranty work and nationwide emergency roadside assistance. And there’s plenty more!

What have been the biggest challenges the Fleet Services industry has faced over the past 12 months?

The global shortage of parts and components has been well documented and, as in many industries, the impact on productivity has been significant. The lengthy delays in receiving chassis has contributed to increased costs and added huge pressures to all aspects of the supply chain. The shortages and delays experienced have created a considerable amount of additional work for all parties in terms of updating, chasing and processing jobs.

And what have been the biggest opportunities?

We continue to focus on building partnerships with our customers to deliver added value to the relationships we hold. By adopting this approach the volume of work continues to increase and, for us, the biggest opportunity is growing with our clients. We remain focused on the evolving needs of our customers to ensure that our service delivery is shaped around their business.

What are the main trends you expect to see in the market in 2023?

We operate within the commercial vehicle sector, both LCV and HGV. We’re seeing many fleet operators running their vehicles for extended periods. As operating costs continue to rise, many businesses are exercising more caution when it comes to investment and are changing vehicles less regularly. In this context, conversations around fleet maintenance are increasingly important – and that’s where we come in!

What’s the most surprising thing you’ve learnt about the Fleet Services sector?

I have over 45 years’ experience working within the commercial vehicle fleet sector, and I’m amazed at how innovative and transformative it is. It’s incredibly fast-paced and changing constantly; the businesses that survive 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.

What’s the most exciting thing about your job?

I love working within the fleet sector. The pace of change in the industry today offers a vast amount of opportunity for a business like ours. We’re a flexible, highly adaptable team that’s always looking for new and innovative ways to provide the best service within the industry. Each morning, the challenge of the coming day being different to yesterday excites me and I really enjoy sharing my experience with colleagues who are building their careers within the industry. 

And what’s the most challenging?

We’ve recognised that historically there has been a shortage of qualified ancillary engineers, which is of course challenging when you’re a business that requires a growing number of engineers to service customers that operate all over the UK. We’ve therefore decided to employ technically experienced engineers and provide training to upskill them across our diverse servicing offering. We’ve seen good success in growing our engineering pool by adopting this approach – and it’s great to open the opportunities that employment at Aftercare Response offers to a wider range of people.

What’s the best piece of advice you’ve ever been given?

Don’t assume you know everything, always look to learn new things. It’s certainly guidance that I can apply every day in my role!

INDUSTRY SPOTLIGHT: Introducing Aftercare Response, the Commercial Vehicle Services Specialists

 960 640 Stuart O'Brien
By:

Fleet maintenance has become a hot topic in the post-Covid era, with operating costs continuing to rise and a degree of uncertainty regarding the return of business growth to pre-2020 levels. Exercising caution against heavy investment in new vehicles, many commercial vehicle operators are extending their fleet age for longer periods – and against this backdrop, the requirement for efficient maintenance and repair plans is paramount.

Aftercare Response, part of Bevan Group, is proving to be an essential partner for many businesses in this position. Founded in 2003 (as Bevan Aftercare), Aftercare Response is now the UK’s leading provider of mobile maintenance and breakdown services in the UK.

With over 260 active customers – and more companies choosing to partner with Aftercare Response every week – the business is experiencing a particularly buoyant time.

Aftercare Response offers a wide range of services, including:

  • On-site commercial vehicle body repairs.
  • Tail lift installation, maintenance, servicing and repair.
  • Fleet maintenance contracts.
  • OEM warranty work.
  • Nationwide emergency roadside assistance – available 24 hours a day, 7 days a week, 365 days a year.

What really sets Aftercare Response apart is the on-site service offered. 95% of jobs are completed on-site at customer premises nationwide; not only does this reduce vehicle downtime, it also reduces overall fleet mileage and emissions, as well as fuel and driver costs.

Aftercare Response Video

Aftercare Response customers have total control of each job, following the launch of Aftercare Response Video in 2021. The first initiative of its kind within the industry, the platform allows engineers to share videos with customers, providing recommendations direct to camera and enabling the customer to make a fully informed decision on whether to proceed with the suggested work. Aftercare Response Video ensures end-to-end visibility, complete transparency, and improved knowledge – as well as enabling the customer to re-charge damage repairs fairly. The videos supplied are also proving invaluable in supporting warranty claims.

Investment in Electrification

With the continued shift towards vehicle fleet electrification, Aftercare Response has invested in training to ensure that its engineers are educated on the requirements for working safely with new technology.

Recently awarded Enhancement Scheme Approval to complete tail lift fitments to N1 and N2 panel vans, Aftercare Response is now able to fit tail lifts to all types of manufacturer panel vans –equipping drivers with a safe way to transport heavier loads.

In today’s climate, effective fleet maintenance is more important than ever – and finding a proactive, innovative partner to support your business is essential. Contact Aftercare Response today to find out more about how the team can support your business requirements.

Find out more at www.aftercareresponse.uk or email info@aftercareresponse.uk for more information.