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EDITORIAL BOARD Operational Stability through Network Expansion The New York Times described 2019 as ‘the best year ever,’ and the vehicle repair industry would be inclined to agree. Looking back with rosy retrospection, we recall a golden age of lower repair bills, shorter VOR times, plentiful supplies of courtesy vehicles and vehicle parts… Before our sentimental longing undermines the present though, it’s important to acknowledge the fundamental shifts that have reshaped the industry since 2019. The combined effects of the Russia/Ukraine conflict, the COVID-19 pandemic and Brexit all severely disrupted supply chains, causing parts delays, a skilled workforce shortage, and soaring utility costs that are still affecting us today. All this alongside the ever-growing challenges of serving the rapid adoption of EV’s! Here at FMG, there was once a time when we thought we could put a timescale on the recovery of Vehicle Off Road times and parts delays. However, there’s been little in the way of light at the end of the tunnel. So, when the green shoots of recovery failed to emerge, we planted our own and developed the right conditions to thrive. In the past year, we have strengthened our repair network to provide a long-term boost in repair capacity and capability. We’ve added over 100 new repairer relationships to our quality assured independent network. With the introduction of our sister company, FMG Repair Services, back in 2020, this brings our network total to over 400 repairers, all of whom are fully equipped with the latest technology, skills and training to repair structural composite materials, hybrids and EVs. To strike a balance between future-proofing our expanded network and delivering value to our customers, we’ve benchmarked across the industry and introduced a fair and equitable rate increase for all repairers, alongside a short-term repair surcharge to support energy costs. We’ve also invested in business leadership support, recruiting additional Network Managers to provide all the support our repairers need, and introduced image capture technology to facilitate efficient repair estimations. We can’t resolve worldwide parts delays, but we’ll continue to introduce new ideas to mitigate where we can. Our parts hubs enable all our repair sites to source delayed parts from within dealership supply chains, and when parts simply can’t be sourced, we’ve introduced a larger range of alternative options - including highquality green (recycled) parts and non-OEM parts. 2019 may have been a great year for vehicle repair, but nostalgia undermines innovation and creativity. Perhaps the ‘Perfect Storm’ created by the events of the past three years will be remembered as the catalyst for the fastest evolution within the history of the repair industry. Andrew Chandler, Sales Director, FMG Collaboration is Key At EDAM, we believe that collaboration is a key to success in most markets, most businesses, and most situations. Operating as credit hire and credit repair suppliers to insurance and claims management businesses, we frequently find ourselves collaborating with trusted partners to design unique solutions for our customers. Some businesses find it difficult to operate with their competitors in a collaborative way. However, we’ve found that these unique relationships help us to present a stronger picture of our industry in a world where there has historically been friction and mistrust. New vehicle availability has been a key issue in the UK rental sector of late, primarily caused by a shortage in materials and human resources. Having taken an early decision to protect our fleet, we have been able to support our competitors by providing them with vehicles at times when they have struggled to source their own. This came from our collective desire to help the end customer with their mobility requirements during these difficult times. When a customer has been involved in an accident, claims service delivery demands an ocean of calm in what is usually an unexpected and distressing situation. You must be on your best game to offer the right level of support, and this seamless set of services heavily relies on great collaboration between you, your partners and suppliers. Understanding the challenges your suppliers face supports the foundations of great processes and communication - ultimately for the benefit of the customer. EDAM’s nationwide repair network has been formed through a collaboration between trusted experts in the automotive sector, and experienced members of our leadership and operational teams. As we were building our network, we formed a Repair Steering Group made up of key contributors from bodyshops, vehicle manufacturers, automotive technology suppliers, and salvage agents. This enables us to consider all aspects of a damaged vehicle’s journey through the claims process. The Steering Group have been paramount in helping us to set our tariffs fairly and consistently. They have influenced the setup of our commercial and contractual arrangements, and the processes that we adopt to instruct and follow up with our network. The key to collaboration is openness, honesty and transparency. You must be prepared to listen, as well as share. Lesley Jackson, Chief Commercial Officer, EDAM Group MODERN INSURANCE | 27
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