“Some customers prefer the traditional estimated-based pricing and others prefer a matrix-style pricing and we’re trying to find ways to give them what they want,” Wilmshurst says.

“Matrix pricing enables them to have certainty before we’ve even seen the car so that level of transparency is useful for them.”

Wilmshurst believes that fleet managers are looking for “value” and “not necessarily price”.

“It’s important that people perceive that it is value for money and a good level of service,” he says.

“We will offer value in terms of leveraging our economies of scale and the efficiencies we’ve got within our operation to make sure that it’s a cost-effective solution.”

Nationwide’s philosophy is to repair rather than replace whenever it’s appropriate and safe to do so. Wilmshurst points out that this approach is often most cost effective.

It is also quicker than waiting for parts to arrive, it retains the integrity of the vehicle (i.e. the vehicle keeps its original panels) and it’s more environmentally friendly to repair rather than remove and dispose of panels or parts.

“Things like the plastic covering of bumpers are quite expensive parts to buy,” Wilmshurst adds.

“These days with the right technology and a skilful painter you can make it so it’s structurally sound and aesthetically you would not be able to tell the vehicle had been repaired.

“We won’t compromise on safety though. If a vehicle needs new parts to retain its structural integrity we will have them or if a customer feels strongly about replacing then we try to give the customer what they want.”

Wilmshurst recognises that reducing vehicle downtime is important to fleet managers because “time is money” and he says Nationwide is trying to build offers that do that.

He believes that there are opportunities to expand Nationwide’s disposal service.

“The opportunity to offer someone a complete service from preparing the vehicle right at the beginning of use on a fleet to dealing with it through its working life and then disposing of it at the end would be attractive to a certain number of our customers,” he says.

Spotlight on van growth with pledge to meet specific requests

Nationwide “has to be able to service” the van market according to Wilmshurst.

“The van market is growing and we think that trend will continue with the growth in internet-based shopping,” he says.

“Family cars are the bulk of our fixed site repairs but we also have the facilities and capabilities to repair vans.

“A number of our ovens are high top ovens in order to get the vans inside to complete the work to the right quality.”

Nationwide has been able to meet specific requests from its van customers.

“One of our customers said that because their vans were out during the week they wanted us to come in with our mobile repair unit and repair vehicles at the weekend,” he explains.

“They were prepared to pay extra because it helps them run their fleet more efficiently and we could incentivise technicians to come in and do a good job.”

Another customer had their van fleet re-livered without needing to bring the vans to a central point.

Every stage was handled by Nationwide, including communicating with the drivers when the vehicles would be brought in.

Priority repairs part of new initiative

Nationwide is currently working on an initiative which it describes internally as ‘fast’, ‘faster’ and ‘mobile’.

• Fast is where Nationwide specifically prioritises vehicles to get them through under a certain cycle time, by agreement with the customer. The timescale Nationwide is aiming for is less than 10 days (from the first notification of loss to the customer getting the vehicle back). Nationwide hasn’t always offered priority repairs but Wilmshurst says he has “become more aware that it is a necessity”.
• Faster is about decreasing the amount of time vehicles are off road – for all customers, whether they are an insurance customer, private individual or fleet customer. Nationwide’s objective for its ‘faster’ model is 15 days.
• Mobile is for light cosmetic repairs and is the fastest of Nationwide’s services. It is designed to turn the vehicle around within three days from the point of notification to invoicing – the repair itself can usually be carried out in a single day. Wilmshurst says: “People like speed and it’s convenient for them because the repair can be done in the office car park, but it’s really only appropriate for light work.”