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"We awarded the contract because they listened, thought about what we said, and could build a tailored solution. It showed us that FMG Support is interested in our business, not just their own." Julian Daley, fleet manager, Carlsberg UK
Products to deliver, targets to meet, a division to run? The last thing you need is the distraction of something happening to a vehicle. So we handle your incidents for you, end-to-end. And because we think about your business, we make things better. Your products get delivered on time. You meet and exceed your targets. And running your division is so much easier.
Situation
Carlsberg is one of the largest brewers in the UK, producing around a billion pints a year. The company also distributes drinks for a number of leading pub groups, making around 19,000 deliveries every week using 500 commercial vehicles. That’s a lot of time on the road, and a lot of time-critical deliveries. And a lot of thirsty people to satisfy.
In addition to their extensive delivery fleet, Carlsberg UK operates 530 cars. When the contract for managing incidents, thefts and vandalism involving those cars came up for renewal, two of Carlsberg UK’s business partners recommended FMG Support.
Solutions
Carlsberg UK discovered a lot of things about FMG Support that they really liked; for example, the way FMG Support takes care of the driver. Plus, Carlsberg UK was able to tailor their incident reporting within FMG Support’s flexible management information system, Ingenium. As a result, FMG Support was additionally awarded the business of pro-actively managing repairs and replacement car provision for all incidents involving a Carlsberg UK commercial vehicle and a third party. This helps to ensure Carlsberg UK minimises its liabilities and actively controls costs.
Carlsberg UK now relies on FMG Support to manage incidents for every vehicle in their fleet. They saw that FMG Support was fully committed to improving Carlsberg UK’s bottom line, which led them to reveal during their regular reviews with FMG Support that managing damage claims on the vehicles they were renting was burdensome and becoming a serious headache. Claims were difficult to assess, costs were running high, and processing time was excessive.
FMG Support created a new and totally bespoke service in response, to handle every aspect of all damage claims. The Incident Management Rental Damage Service involves a tightly controlled work-flow with reporting and verification requirements, to ensure that claims are only paid out when Carlsberg UK has been proven to be liable. Claims are now processed in a more timely and effective manner, ensuring a positive resolution for both Carlsberg UK and their rental providers.
Results
Within just three months, the new service had led to an 80% reduction in claims paid out. Julian Daley, fleet manager for cars at Carlsberg UK, says that FMG Support’s ability to listen has been critical. “We awarded the contract because they listened, thought about what we said, and could build a tailored solution. It showed us that FMG Support is interested in our business, not just their own. So we told them about our rental damage concerns, and they listened again. That brings a real sense of partnership.”
