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Delivering Exceptional Customer Experience: FMG Support's Implementation of K2 Software
Technology Category
- Functional Applications - Fleet Management Systems (FMS)
- Robots - Autonomous Guided Vehicles (AGV)
Applicable Industries
- Automotive
- Electronics
Applicable Functions
- Maintenance
- Sales & Marketing
Use Cases
- Time Sensitive Networking
- Vehicle Performance Monitoring
The Challenge
FMG Support, the UK’s largest fleet incident management company, was facing a significant challenge in managing its high volume of customer service requests. The company's manual process of handling these requests through emails and phone calls was prone to errors and delays. This was particularly problematic as the company's services are often time-critical, such as providing immediate roadside assistance at the scene of a traffic accident. The process involved a complex convergence of many parties including the customer, insurance providers, law enforcement, and various service and parts vendors. The information required to fulfill a request often came from various parties and not always in a timely or orderly way. This led to slow service and mistakes at critical moments.
About The Customer
FMG Support is the UK’s largest fleet incident management company. As a vendor for public and private fleets, the company offers a wide array of services, including incident management, roadside repair, specialist vehicle recovery services, and legal assistance. It delivers business-critical, 24-hour vehicle and driver support to corporations, leasing providers, insurers, Highways England, and several police forces. The company deals with a high volume of requests for service, and these processes are mission-critical. The company's services are often time-critical, such as providing immediate roadside assistance at the scene of a traffic accident.
The Solution
To address these challenges, FMG Support implemented K2 Software to manage and automate its business operations. With the new workflows activated, the entire business operation became more streamlined and efficient. When a call comes in, operators now enter information into electronic forms and are guided through a consistent, robust process that eliminates errors and ensures all requests, approvals, and information are routed correctly and in a timely manner. The process automation takes over when customer service representatives enter information into custom electronic forms. It routes workflows, performs calculations, and automatically sends notifications or requests. This new automation system built with K2 Software not only saves time and eliminates confusion but also ensures that time-critical processes stay on track.
Operational Impact
Quantitative Benefit
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