Page 20 - CTB N14 - 2016-02

FLEET MANAGEMENT
BVPlus+ Drives Customer Service to Another Level
For Searon Logistics Rob Lewis, Fleet Manager
commented: “Bandvulc’s offer was cost effective, forward thinking and provided room for future development and changes as
the business continues to grow.” BVPlus+ employs more than 60 people and has an annual turnover of circa £40million. Its clients fall into a wide range of business sectors from rental and retail, to specialist logistics and distribution. As part of its quest to continually improve its service to its fleet customers, BVPlus+ has recently updated its customer survey system in order to ensure that both quality of service and client satisfaction remains high.
The survey covers overall responses
customer service and clarity of communication, saw a score of 95%.
For its Telesales and also Distribution service, BVPlus+ was assessed for knowledge of telesales staff, friendliness of operator and driver and stock communication. Here the company scored another positive 95%.
“For our business, speed is the new currency,” said McPherson. “It is all very well having the latest technology, telecoms and communications systems, but this needs to run parallel with employees who are motivated to manage the service levels to their full potential and deliver on the promises made by the business to its customers.
BVPlus+ is the fleet management arm of the UK’s largest independent tyre retreading company, the Ivybridge, Devon
rest on its laurels when it comes to delivering quality. Relationships between organisations now go deeper than individual people and
based Bandvulc Group. The company, now in its 45th year, has long been a major player in the retreading industry, but in recent years the company has re-invented itself as a significant fleet management provider.
The company is broken down by sector and now includes several divisions; Bandvulc Mixing, Bandvulc Tyres, Bandvulc Plus+ Tyre Management, Bandvulc Fitting Tyre Maintenance Ltd and Bandvulc FIRST wholesaling.
The tyre fitting company has depots in Gateshead, Leeds, Nottingham, Lutterworth and Luton and operates a call-centre, which is in operation on a 24/7 basis.
Bandvulc Fleet Management (BVPlus+) is now the largest arm of the Bandvulc Group, with a clientele including many of the UK’s leading supermarket chains (the company’s tyre management service supports over two-thirds of the UKs supermarket activity) as well as a plethora of well known haulage fleets.
BVPlus+’s latest success is the extension of its contract with truck hire specialists BRS to 2018.
Corby Goodall, Business Development Director of Bandvulc, said the extended partnership meant the two companies could maintain and develop the excellent working platform already in place. “When the relationship has been as long as ours with BRS we must continue to develop new, innovative ideas in order to keep it fresh”, said Goodall.
“When it comes to customer service, no company should ever
these days we are trading and developing on multiple levels, which is positive for all concerned. The new era of integration is well underway”, he added.
Paul Welch, BRS National Fleet Manager, said: “We have an excellent working relationship with BVPlus+. Bandvulc is a firm that delivers positive service levels to us in regard to product excellence and LGV tyre management. We need to however continue to challenge the status quo and, in conjunction with BVPlus+, drive new ideas and processes to improve our customer service levels. By driving improvements in the service delivered to BRS we in turn can mirror these improvements in our own standards and service levels.” Other new contract wins for BVPlus+ include Searon Logistics and Plevin. Searon Logistics are involved in the management
of containers across the UK whilst Greater Manchester based Plevin is a manufacturer of waste wood products.
Commenting on Searon Logistics requirements in their particularly time-sensitive operation, Phil West, Bandvulc Group Commercial Director, said: “In the transport sector ever y second counts. Companies need their vehicles on the road around the clock and we’re here to ensure that
this happens. Searon Logistics’ requirements in the container sector are stringent, as you would expect. Our deliver y of services is so important to our continued growth and we make sure all aspects of
ever y offer is deliverable.”
to calls, including how the caller felt about the service, how the dealer managed the call and, finally, how the end customer felt it was managed.
According to Kevin McPherson, the Director of BVPlus+, the results of the survey have been ‘extremely pleasing’ with BVPlus+ achieving over 95% success and satisfaction in the initial phase.
Feedback for level of service delivered at the roadside by BVPlus+ Key Partner Network, covering operative’s knowledge,
“It is our personal touch which we feel differentiates us from the general tyre market place and enables us to maintain steady growth in our core marketplace. Bandvulc’s investment plans for the entire Group have been founded upon and focused on pro-actively enhancing and improving its delivery where it interacts with the customer. And while investment in systems and technologies is key, Bandvulc also recognises that investment in its people remains the foundation of our business.”
20 Commercial Tyre Business
CommercialTyre
Management
and Fleet Business