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Growth, traffic lights and changing fleet managment

Date: 13 November 2014   |   Author:

 

The traffic light system works in addition to automatic reminders, which are sent out to fleet managers if a driver needs an MoT or service, but it's also always there at a glance if they want to check quickly.
Hardy believes the industry is still in the fledgling stages when it comes to moving to digital processes, but Ogilvie is aiming to lead the way.

He says: "Contract hire has changed very little over the years and so it's the additional services and exceptional service where you have to differentiate yourself."

Hardy is looking to increase Ogilvie's customer base from 11,000 to 15,000 and beyond. He is confident Ogilvie won't lose its focus on customer care as it grows because it will be very gradual.

The plan is to grow to 12,000 next year and slowly increase the business to the 15,000 mark. At this point, the business will take stock and if it can't continue to provide the necessary level of service with the way it operates, there will have to be a rethink of how the business functions.

Hardy says: "We're quite proud that we don't employ a call centre to deal with our customers. If someone rings up, they get a dedicated account manager who will know your business and it's a much more personal experience.

"At some point you have to look at a customer contact centre when you grow to a certain size, but we don't want to introduce one yet. We don't want to over extend ourselves."

A new improvement for MiFleet will be to offer the system to the next level down from the fleet managers; the drivers themselves. This will mean tailoring the system specifically for smartphones and tablets.
Hardy describes it as still in the early phase of development. "It's in the skeleton stages at the moment but that's where we're going next."

One of the biggest concerns for the industry in 2015 is the rapid growth in the new car market and what that will do to used values.

Hardy says: "We're looking very closely at residual values. New car sales  increasing at an alarming rate does concern us. If the EU economies start to falter, manufacturers will look to start inflating the market beyond 2.45 million and that will have a negative impact on used car values down the line as the market becomes flooded with stock.

"However, a lot of this new car growth is with smaller cars and salary sacrifice at the moment, which is not the core of our business, so we are protected to an extent."



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