News

Auxillis selected to deliver Marshall Motor Group Accident Aftercare Programme

Auxillis has formed a new partnership with leading automotive retailer Marshall Motor Group, providing its accident aftercare service and vehicle replacement service.

One of the UK's largest motor retail groups, Marshall Motor Group represents 24 of the world's most popular car, van, truck and bike manufacturers from 143 stores situated across 34 UK counties. As retailers of new and used cars and vans, Marshall's vehicles range from the everyday to the high-performance luxury sports car.

The Auxillis Accident Aftercare solution is a complimentary service that can help to quickly and efficiently get customers back on the road. From vehicle recovery, to coordinating repairs and arranging replacement vehicle hire, the new partnership is designed to enhance customers' ownership experience through exceptional customer service and support at, what is often, a stressful time.

Auxillis state that management of efficient, high-quality repair to manufacturer specification via Marshall's own repair bodyshops ensures vehicles are repaired to their original standard and warranties are protected. This also boosts bodyshop revenue and increases customer retention.

Martin Casha, CEO at Marshall Motor Group said, "We're committed to ensuring every Marshall Motor Group customer experiences the same high quality of care. By partnering with Auxillis we can ensure that in the event of an accident, help is at hand. The Auxillis team will do everything they can to take away the stress and inconvenience of a vehicle accident and a key part of this is getting back on the road quickly with a suitable replacement vehicle."

Auxillis' dedicated Account Management team have worked closely over a number of months with the Marshall Motor Group team to develop a strategic, consultative approach to mutual organic growth.

Andrew Jager, Head of Automotive at Auxillis said, "Auxillis are delighted to be partnering with such a well-established brand as Marshall Motor Group. It has been clear through the implementation of this new relationship that both Marshall and Auxillis share similar values and commitment to customer service excellence, brand retention and organic growth. Our teams will continue to work collaboratively to enhance the post-accident support provided to Marshall customers."

With 30 years' experience, Auxillis (part of the FTSE 250 listed ZIGUP plc) operates in partnership with major UK insurers, brokers, dealer groups and vehicle manufacturers to support customers involved in fault and non-fault accidents with full claims management, replacement vehicle and repair management services, insurance products and legal services.

Auxillis Service Improvement Process Keeps Delivering Results

Auxillis focus and investment in its programme of continuous service improvement keeps producing measurable results, not just with keeping customers on the road and repairing their vehicle, but also ensuring they are delighted with the service.

At the heart of the Auxillis approach are our Customer Satisfaction Surveys, with every customer asked for their feedback at the end of the provision of services. The average response rate is over 26% which is over 4,000 a month which is feedback from around 48,000 customers each year! The survey generates qualitative and quantitative feedback including NPS, Customer Satisfaction Score and Customer Effort Scores as well as detailed responses to a range of questions about each aspect of the service.

These responses, especially the customer comments, are the vital input to the monthly Root Cause Analysis which drives the process of change and improvement managed by our Quality and Business Change Teams. From this analysis, any areas of service failure can be identified and improvements specified and implemented.

The real proof of the programmes positive impact is seen in Auxillis customer feedback, ratings and reviews. Below are some of the internal and external quality measures for Auxillis showing the consistently high level of customer satisfaction based on a range of measures - 9,000 Trustpilot reviews and 48,000 internal Customer Satisfaction Survey responses.

These great results reflect the skill and hard work of the Auxillis team, showcasing that our colleagues truly make the difference. Want to learn more about our service? Then click the link to watch our video:

https://vimeo.com/916017592/a411656332

Auxillis Appoints New Managing Director

Mel Bebbington has been appointed Managing Director of market leading claims management and mobility business, Auxillis. Former Claims Operations Director at Somerset Bridge Limited and a Non Exec Director at Southern Rock Insurance Company, Bebbington replaces Susan Howe who retires later this year.

This important appointment is seen as critical to the continuity of the business and capitalising on future opportunities. Harvey Stead, Redde Northgate COO who oversaw the appointment explained, "The priority was to find a candidate who not only had broad experience of the insurance market and a detailed understanding of the credit hire and repair sector, but also the skills and vision to lead the business in this new chapter".

He went on to add, "To ensure a smooth transition from the experienced hands of current MD Susan Howe, it was vital that we took time to make the right appointment and put in place a comprehensive shadowing and handover period - and crucially for Mel to meet our key partners".

A period of Mel Bebbington's early career was spent with Albany Assistance the forerunner of Auxillis and she said, "Seeing just how much Auxillis has developed using technology has been remarkable. But it's the hardworking colleagues delivering a full range of high quality services to motorists that's most impressed me. I'm very excited to be taking up the reins of such a successful operation and look forward to leading the team".

We have won Supplier of the Year at Admiral Groups Manager Awards 2021!

Along with sister companies FMG and FMG Repair Services, we are pleased to announce we have been awarded a top honour at Admiral Groups Manager Awards 2021. The three businesses received the Supplier of the Year Award having demonstrated our commitment in working together to ensure Admiral are getting the very best in service provisions for their customers.

The awards took place in an online virtual ceremony on Tuesday 8th February and saw employees from all areas of Admirals business, as well as partner companies, in attendance. Awards were presented for key contributions to the business throughout the year and in recognition of excellence.

Rob Harper, Head of Claims Business Support - Admiral Group Plc, said: Congratulations to all three companies for winning our prestigious Supplier of the Year Award. Our long-standing relationship with Auxillis has played a key role in our service provision for a number of years. The addition of services from FMG, along with FMG Repair Services during the last couple of years has enhanced our motor insurance offering further. Importantly, the accolade is testament to their shared passion and ambition in helping to enhance the services we are able to offer customers, ultimately making lives easier following an incident.

Susan Howe, Auxillis Managing Director said:The award is a tribute to the ongoing work of everyone in the Auxillis team, striving to consistently deliver excellent service for customers against the challenging backdrop of the pandemic. The team has maintained a focus on achieving the highest standards, an accomplishment which is reflected in our record breaking Net Promotor Scores.

The award comes at a period of growth for us, with new services being recently launched and claims volumes exceeding pre-pandemic levels. We are currently recruiting for 100 new roles across our two sites on Bracken Hill Business Park, including positions for Customer Service and Claims Advisors.

Join our team today by applying to one of our roles here - https://www.auxillis.com/careers.aspx

Our Halloween Fun Day

On Thursday 28th October, we hosted our annual Halloween Fun Day, with lots of great games for everyone to get involved in.

Our teams competed in a pumpkin carving competition, a team mummy competition and of course who had the best fancy dress! There were lots of great prizes up for grabs for the winners and the chance to claim victory amongst the teams.

We also had tasty treats and spooky raffles throughout the day, with more fantastic prizes to be won!

A huge thank you to all of our teams for getting involved and for getting into the halloween spirit.

Keep your eyes peeled for our next team day.