Being a control freak pays off – or to put it more diplomatically, Swansway Group’s determination to offer a holistic service to end-user fleets and contract hire companies saw it win significant new business in 2016.

It was a culmination of a number of factors.

Swansway has its own fleet service KPIs, to ensure it gives all its customers the highest level of service “above and beyond the requirements of their individual service level agreements”.

The Swansway KPIs include: a response to a quotation request within 20 minutes, time from receipt of order to order placement of three hours; a 1:100 delivery-to-complaint ratio and complaint resolution within 24 hours.

The group’s two online brokerage businesses – Uchoose and Stable Contracts – prevents competitors taking business (“why give profit to a third party?”), and with the traditional company car driver increasingly searching the net, Swans-way is in the market to help.

All brands’ vehicles come direct from Swans-way dealerships, ensuring consistent process and positive relationships. A dedicated team arranges 800 demos a year.

And finally, for the business to be able to continue its growth and to sustain high levels of customer service, a dedicated space was needed for the team and vehicle storage.

So, the group’s fleet division has benefited from a £500,000 investment, funding a new home for the fleet sales team, key account and administration teams, brand specialists, five-ramp PDI team, a logistics operation, 350-vehicle storage and automated car-wash and valeting team.

The stand-alone fleet facility has contributed to vehicle turnaround time reducing from four days to less than 48 hours.

The dedication saw Swansway win contracts with Canon, Cummings and GAP fleets in 2016, among others. Leasing company contract wins in 2016 included LeasePlan and Tusker.

Picture caption: Sarah Eccles, group fleet director, Swansway Group, is handed the award by Automotive Management associate editor Jeremy Bennett

Finalists

• Holdcroft Group Fleet
• Johnsons Fleet Services
• Norton Way Motors
• Snows Toyota
• Swansway Group
• Vic Young (South Shields)

Judges’ comments

Swansway has invested heavily in fleet with a standalone group fleet centre which has reduced vehicle turnaround times. It sets high customer satisfaction standards for vehicle handover. It has strong partnerships with leasing companies and fleet sales director Sarah Eccles is involved with of a number of working parties.

Awards video