First Response Team will pool AW expertise

From October 30th AW Repair Group’s customers will benefit from a careful repair routing process matching company expertise to customer needs.

The new Central First Response Team has been handpicked from existing experienced customer liaison advisors to assess all notifications and select the best route for onward transmission within the AW Repair Group.

The FRT Advisors have received specialist training including ‘in the field’ with VDAs comparing notification damage description to physical damage (pictured) and what could ‘lurk beneath’ a seemingly minor bump.

The First Response Team will consider various factors including:

  • Aluminium, HVT & specially constructed vehicles
  • Manufacturer approvals and technical qualifications held across the group
  • AW Repair Group capacity to reduce lead time and express fleet customers
  • Triage through AW’s unique 24 hour and one day repair processes
  • Customer’s onward transport requirements
  • Customer’s location
  • The company’s forthcoming mobile repair solution
  • Contractural obligations
  • Years of front line experience

Managing Director Andrew Walsh said: “The assessment process will be slick and fast ensuring the best possible route for the vehicle and the customer is selected.

“It is important that as a business we recognise the changes happening within our sector and we respond accordingly putting the customers’ needs first.

“The pooling of specialist resources is cost effective and makes the best use of the equipment and training we have invested in.”

The transmission of notifications from the senders point of view remains unchanged and internal IT restructuring allows the seamless change and ‘flick of a switch’ disaster recovery.

The company is also mid way through a £40k IT upgrade which will facilitate exciting new customer initiatives.

The new Central First Response Team has been handpicked from existing experienced customer liaison advisors to assess all notifications and select the best route for onward transmission within the AW Repair Group.

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