Fleet News Driving Business Autumn 2017

POWERFUL THING, AMBITION. THE NEW BMW 5 SERIES.

BMW Business Partnership

The Ultimate Driving Machine

BMW Business Partnership

The Ultimate Driving Machine

THE NEW BMW 5 SERIES. Combining elegance with pioneering technology, the new BMW 5 Series is the result of the ambition to push the limits of what’s possible. For fleet drivers, impressive efficiency and a wealth of innovative features mean that both the Saloon and Touring models are real game-changers.

A wealth of cutting-edge equipment, such as Remote Control Parking from the touchscreen Display Key and intelligent driver assistance systems, sets a new benchmark for safety and comfort.

Drivers can also sync their calendar, phone book and emails with the car’s infotainment system, ensuring they stay in touch and in control while at the wheel.

From 46g/km CO2†

Up to 141.2mpg combined†

BIK from 9%

†

Figures are obtained in a standardised test cycle using a combination of battery power and petrol fuel after the battery had been fully charged. They are intended for comparisons between vehicles and may not be representative of what a user achieves under usual driving conditions.

bmwbusinesspartnership.co.uk/bmw-5-series

STANDARD SPECIFICATION INCLUDES: BMW Professional Multimedia Navigation Real Time Traffic Information

10.25" touchscreen display

Eight-speed automatic gearbox

DRIVING BEWARE NEW DATA RULES Steps to take now to help prevent an £18 million fine

Issue 21 Autumn 2017 £4.50

Helping you make better decisions

n SPECIA L REP ORT

CHOOSING THE RIGHT SUPPLIER Avoid the pricing tricks and pitfalls with our guide

LATEST MODELS Volkswagen Polo Vauxhall Grandland X Jaguar E-Pace Škoda Karoq

HOW WE CUT OUR CRASHES BY 43% Policies, telematics and driver buy-in key to success for HILS’ Charlie Wren

HIT TARGETS

BUT NOT PROBLEMS

T H E N E W V O LV O S 9 0 W I T H R E A L T I M E T R A F F I C I N F O R M AT I O N Finding success in today’s business world means navigating an ever-changing landscape. Real Time Traffic Information shows you the bigger picture, setting you free to make the right decisions.

From 116 G/KM CO2

Up to 64.2 MPG (combined)

From 25% BIK

CALL THE VOLVO CAR BUSINESS CENTRE ON 0345 600 4027 OR VISIT VOLVOCARS.CO.UK/BUSINESS

Fuel consumption and CO2 figures for the Volvo S90 range in MPG (I/100 km): Urban 49.6 (5.7) – 53.3 (5.3), Extra Urban 65.7 (4.3) – 72.4 (3.9), Combined 58.9 (4.8) – 64.2 (4.4). CO2 emissions 127 – 116g/km. MPG figures are obtained from laboratory testing intended for comparisons between vehicles and may not reflect real driving results.

Contents FRONT END

7 Data audit trail needed

ISSUE 21 Autumn 2017 Hertfordshire Independent Living Services

�12

What businesses need to do to comply with the GDPR regulations which come into effect next May

9 Clearing the air Businesses need time and assistance to comply with Government clean air proposals

9 Free telematics from VW A no-cost telematics service aimed at business drivers is being offered

by Volkswagen until end of the year

11 Car finance PCP and PCH pose little risk to car buyers says Martin Brown, the MD of Fleet Alliance

BROADER VIEW

12 Telematics cuts collisions by 43% We look at Hertfordshire Independent Living Service’s drive to improve fleet safety

SUPPLIER INSIGHT

19 Choosing the right supplier and getting them to work with you Suppliers and customers share how to achieve a true partnership, openness and transparency, streamlined and efficient processes, access to knowledgeable support and prompt resolution of complaints

CARS

26 Coming soon A look at new model launches

�7

Real-world emissions testing

� 19 Supplier Insight

�26

Cars coming soon mydrivingbusiness.co.uk ❚ Autumn 2017 ❚ 3

The

Lombard Vehicle Solutions product

Will the engine of your next vehicle whirr or purr?

Technology in the vehicles we drive is advancing, and the rise of Ultra Low Emission Vehicles may bring about the biggest change in generations. With so many different fuel options, it’s easy to get lost when picking your next vehicle. Lombard Vehicle Solutions has been at the forefront of Alternative Fuelled Vehicle adoption, and is ready to advise on the options to suit your needs, from sticking with the latest diesels to embracing a full electric vehicle – we can offer a wide range of leasing options that suit your needs, from a single vehicle to your entire fleet.

Security may be required and product fees may apply.

www.lombardvehiclesolutions.co.uk enquiries@lombardvehiclesolutions.co.uk

Tel: 0117 908 6490

Lombard Vehicle Solutions is a contract hire and fleet management product provided by ALD Automotive Ltd, trading as Lombard Vehicle Solutions, Oakwood Park, Lodge Causeway, Fishponds, Bristol BS16 3JA. ALD Automotive is registered in England No. 987418.

DRIVING

Helping you make better decisions

Contact us Driving Business, Media House, Lynch Wood, Peterborough PE2 6EA. Editorial Editor-in-chief Stephen Briers 01733 468024 stephen.briers@bauermedia.co.uk Editor Sarah Tooze 01733 468901 sarah.tooze@bauermedia.co.uk News editor Gareth Roberts 01733 468314 gareth.roberts@bauermedia.co.uk Features editor Andrew Ryan 01733 468308 andrew.ryan@bauermedia.co.uk Staff writer Matt de Prez 01733 468277 matt.deprez@bauermedia.co.uk Contributors Martin Brown and Catherine Chetwynd Production Head of publishing Luke Neal 01733 468262 Senior designer Erika Small 01733 468312 Production editors David Buckley 01733 468310 Finbarr O’Reilly 01733 468267 Head of project management Leanne Patterson 01733 468332 Project managers Lucy Peacock 01733 468327 Kerry Unwin 01733 468578 Chelsie Tate 01733 468338 Advertising Commercial director Sarah Crown 01733 366466 Group advertisement manager Sheryl Graham 01733 366467 Account directors Sean Hamill 01733 366472 Lisa Turner 01733 366471 Stuart Wakeling 01733 366470 Account managers Liam Sancaster 01733 363219 Karl Houghton 01733 366309 Lucy Herbert 01733 363218 Publishing Managing director Tim Lucas 01733 468340 Group marketing manager Bev Mason 01733 468295 Office manager Jane Hill 01733 468319 Group managing director Rob Munro-Hall Chief executive officer Paul Keenan Subscriptions: subscription@mydrivingbusiness.co.uk Printing: PCP, Telford. © 2017 Bauer Media No part of this magazine may be reproduced without the permission of the publisher.

You can purchase words or pictures for your own publications.

Phone 01733 465982 or email syndication@bauermedia.co.uk.

Driving Business will not accept responsibility for unsolicited material.

Welcome How much time do you spend managing your vehicles? Recent research from Allstar suggests an average of 32 hours a month for many small- to medium-sized businesses (see page 7). That equates to a whole working day (eight hours) being lost every week to fleet administration.

When you have other responsibilities to juggle like finance, sales, marketing or HR that’s eight hours you probably can’t afford.

So how can you get some of that time back without letting important responsibilities, such as checking driving licences or booking vehicles in for a service, slip?

Experienced fleet managers will tell you the trick is to appoint the right fleet management or leasing provider who can shoulder a lot of the admin burden. If you opt for a contract hire with maintenance agreement, for example, responsibility for service, maintenance and repair will fall to the leasing company and you’ll have the benefit of a set monthly amount rather than being hit by an unplanned maintenance bill. Yes, you could end up paying more than with a pay-as-you-go approach but you’ll have more certainty about costs and, perhaps more importantly, more time.

Other services can be added to contract hire such as accident management, licence checking and fuel cards to further reduce the admin burden.

Contract hire won’t be right for every business – you might prefer to have the flexibility to buy and sell vehicles as you please rather than being tied into a three- or four-year contract – but if it is suitable, you should find our supplier guide (pages 19-25) useful.

You can also meet potential suppliers face-to-face and get advice at our Fleet Management Live event, which is free to attend and takes place at the NEC, Birmingham, on October 3-4.

Sarah Tooze Editor, Driving Business

Complaints: Bauer Consumer Media Limited is a member of the Independent Press Standards Organisation (www.ipso.co.uk) and endeavours to respond to and resolve your concerns quickly. Our Editorial Complaints Policy (including full details of how to contact us about editorial complaints and IPSO’s contact details) can be found at www.bauermediacomplaints.co.uk. Our email address for editorial complaints covered by the Editorial Complaints Policy is complaints@bauermedia.co.uk.

mydrivingbusiness.co.uk ❚ Autumn 2017 ❚ 5

n FRONT END

w w w.mydrivingbusiness.co.uk mydrivingbusiness.co.uk

Businesses need a data audit trail to comply with GDPR regulations Businesses are being urged to prepare for the new General Data Protection Regulation (GDPR), which comes into effect in May 2018.

The GDPR will impact almost every organisation based in the EU, as well as every organisation that does business in the EU even if it is based abroad.

Infringements are punishable by fines of up to ¤20 million (£18m) or 4% of the company’s total worldwide annual turnover, whichever is higher.

However, Ashley Winton, partner at Paul Hastings (Europe), believes that the threat of class action poses an even greater risk than the penalties.

He advised companies to start by making sure “the bits visible to the regulators and users are compliant”.

For businesses with telematics installed in their vehicles this includes giving detailed notices to

the individuals in the vehicles about what you do with telematics data, where it goes to, the data being processed and the security that is used.

“If someone makes a claim against you, you will lose unless you can show you have processed the data correctly,” he said.

He also advised companies to be prepared for drivers requesting to see their data and to have systems in place enabling them to automate this.

Businesses need to think about their supply chain and what data suppliers are capturing on their behalf as GDPR extends responsibility to data processors not just data controllers.

“Because processors now have legal responsibility, all your existing network of contracts need to be looked at,” Winton said. “Even if you sign a contract tomorrow that is going to extend past May 2018, you should do that analysis before you sign.”

Allstar publishes guide to help SMEs manage vehicle maintenance Allstar has produced a free guide to help fleet managers in small- to medium-sized businesses manage the service, maintenance and repair (SMR) of their fleet more effectively.

According to the report, fleet managers at SMEs spend an average of 32 hours a month on fleet administration, often with little supporting knowledge and no tools.

Allstar’s research – covering more than 200 businesses – also revealed that 98% of those responsible for fleets of up to 50 vehicles were additionally accountable for a range of other tasks and duties alongside fleet management, including general management, finance, sales, marketing, HR and more.

According to the report, 65% of managers with company vehicle responsibility manually approve all SMR work and 82% of small-medium busi-

nesses are getting no discount of any kind from suppliers on their SMR costs.

Nick Webb, marketing director at Allstar, said: “We’ve created this guide so those managing SMR for fleets at small-medium businesses can benefit from the insights we have, building confidence and skills in managing fleet maintenance as efficiently as possible.”

New ‘real-world’ emissions test for cars comes into force New models of diesel and petrol cars will now have to pass a different type of emissions test before they are approved to go on sale in Britain.

Under the old NEDC test, vehicles were tested in the lab on a rolling road but now they will have a 90-minute real-world driving test, called the Worldwide harmonized Light vehicles Test Procedure (WLTP), in a bid to reduce pollution and stop manufacturers manipulating figures.

The vehicle will have to do roughly equal splits of town, countryside and motorway driving. By Septmber 2019 all new cars will have WLTP test information.

The Department for Transport has also recently set up a Market Surveillance Unit, which tests vehicles already on the road to make sure they meet emissions standards.

The Government has pledged to keep using the NEDC CO2 figures for tax purposes in the short term.

England legend Shilton to share tactics on leadership at Fleet Management Live Football legend Peter Shilton will be providing inspiration on management and leadership at Fleet Management Live, a free-to-attend event, which takes place at the Birmingham NEC on October 3 and 4.

Shilton’s experience of peak performance at the highest levels of sport translates well to corporate environments and he will provide an overview of the self-discipline and dedication it takes to become the world’s best, while sharing

his tactics for achieving success in business and on the playing field.

He is one of more than 20 speakers at the event giving visitors guidance for every fleet role and every fleet size.

Paul Hollick, chairman of the ICFM fleet training body, and Alan Asbury, director of CLS Energy will be presenting a ‘fleet essentials’ session for SMEs, with the aim of showing business how to save time and money when running vehicles.

mydrivingbusiness.co.uk ❚ Autumn 2017 ❚ 7

We’ll keep your fleet working for you From 24-hour breakdown cover to accident assistance, mobile tyre fitting to telematics that help optimise vehicle performance, we’ll keep your fleet on the road.

Talk to us today about Business Breakdown Cover Call 0800 294 2994 Or visit theAA.com/business

n FRONT END

w w w.mydrivingbusiness.co.uk mydrivingbusiness.co.uk

Businesses need time and assistance to comply with clean air proposals Businesses with vehicles will need time and financial incentives to adapt to measures outlined in the Government’s air quality plan, industry bodies have warned.

A ban on the sale of all new “conventional” petrol and diesel cars and vans by 2040, was the headline-grabbing announcement. However, the plan also gave the green light for local authorities to charge cars and vans to enter zones where pollution is at its worst.

The Government wants councils to consider changing road layouts at air pollution pinch points and encourage the uptake of ultra-low emission vehicles (ULEVs) and retrofit vehicles. But it says if these measures are not sufficient, local plans could include restrictions on vehicles, such as charging zones or measures to prevent more polluting vehicles using particular roads at certain times.

Councils must set out initial proposals by the end of March 2018, followed by final plans at the end of December 2018.

In addition to the Ultra Low Emission Zone (ULEZ) in London, there are five other cities – Birmingham, Derby, Leeds, Nottingham and Southampton – which will have to introduce Clean Air Zones (CAZs) by 2019. There may be other locations

which also decide to introduce CAZs where charges could be introduced.

Many businesses will be operating the cleanest Euro 6 vehicles which should be exempt, but some – especially those operating vans with longer replacement cycles – may fall foul of the new rules.

The Freight Transport Association (FTA) says clarity is urgently needed to identify which vehicles will be affected.

Elizabeth de Jong, FTA director of UK Policy, told sister title Fleet News: “We won’t know where vans will be restricted until next year, giving only a year for businesses to plan their fleets, leaving many with potentially large bills on top of rising operating costs in a difficult trading environment.”

If vans are affected by CAZs, the FTA says there will be little more than two and a half years’ worth of compliant vehicles in the fleet and no established second-hand market. Many businesses will now be locked into lease agreements which extend beyond the 2019 deadline and will be costly to get out of, it warned.

“For those whose businesses operate inside a zone, a period of grace, giving them time to comply, would provide muchneeded breathing space,” said de Jong.

Volkswagen offers free telematics service to new and current company car drivers Volkswagen is offering a free plug-in telematics service aimed at business drivers between now and the end of the year.

The Connect telematics service lets drivers monitor fuel consumption, driving style and can link to an approved VW repairer to prompt alerts for servicing and issues relating to warning lights.

VW told sister title Fleet News it has no plans to let businesses manage data from Connect across multiple drivers and the application is instead aimed at individuals.

Connect is not mandatory, so businesses running VWs are still free to choose their own telematics service.

This passenger car telematics offer is separate to what VW has previously offered through its partnership with RAC, for its commercial vehicle division, which does offer real-time telematics and fleet management data for a fee of £12.50 a month per vehicle.

David McMillan, VW digital service product manager, said: “The data used in Connect is already available from the car and so we wanted to push it to a smartphone app so customers can access it and make use of it.”

Connect is available now for all new cars, fleet and retail, as well as any of VW’s models already on the road built after 2008 (excluding Touareg and Phaeton due to compatibility issues).

FuelGenie teams up with RAC Business to offer discounted breakdown cover Supermarket fuel card provider FuelGenie has teamed up with RAC Business to offer UK firms discount rates on its breakdown cover.

The new agreement will allow small- and medium-sized businesses to choose between either 15% off breakdown cover or 10% off RAC Business Breakdown cover and onward travel.

Robert Pieczka, managing director of

FuelGenie, said: “The partnership with the RAC will not only allow us to help businesses to save on their breakdown cover but also, potentially, help to reduce any costly downtime should the unexpected happen.

“The RAC fixes four out of five vehicles at the roadside in just 30 minutes, which means customers can keep their businesses running smoothly.”

mydrivingbusiness.co.uk ❚ Autumn 2017 ❚ 9

n F RO N T E N D

OPINION

mydrivingbusiness.co.uk

CAR FINANCE: PCP AND PCH POSE LITTLE RISK

W

e have seen some confusing articles in the press in recent months about Personal Contract Purchase (PCP) and Personal Contract Hire (PCH), describing them as being bad news for car buyers.

However, we believe they provide greater choice, more flexibility and little risk.

A PCP is a purchase agreement, with a deposit at the front end and a guaranteed future value on the car. The buyer pays monthly amounts that cover depreciation and any finance costs to the guaranteed future value.

There is no requirement to pay the full price from the start, unlike hire purchase, so monthly repayments are therefore significantly lower and there is no risk of negative equity.

Once the payments have been made, buyers have options. They can pay the final ‘balloon’ rental to buy the car outright or use any excess value as a deposit for a new agreement. Or they can walk

CONCLUSION

“

Both PCP and PCH are excellent methods to allow drivers access to newer, more environmentally firendly cars

away if the guaranteed future value is below the stated amount.

The car needs to be kept in good condition and to the agreed mileage, but other than that, there is little for drivers to worry about.

That makes it the ideal tool for financing a new car for the majority of new car buyers – low risk, competitive rates and lower repayments.

PCH is a long-term rental that will suit drivers not looking to buy the car outright.

Simply lease the car for an agreed period of time and mileage by making fixed monthly payments with three or six months up front.

At the end of the contract, return the car and take out a new contract, and there is no balloon payment.

However, you cannot alter the agreement, so if you suddenly change jobs and start covering double the mileage, you will be liable for excess mileage payments.

You are also expected to keep the car in good condition, otherwise you will be charged for repairs.

For those who want to use a brand new car that is cleaner, safer and including the latest technology rather than buy it outright, then personal contract hire ticks all the boxes.

Both PCP and PCH are excellent methods to allow drivers access to newer, more environmentallyfriendly cars and should not be dismissed in the way they have been in the so-called ‘popular’ press.

n M A RT IN B ROW N , M A N AGIN G D IR EC TO R , F L EE T A L L I A N CE

”

mydrivingbusiness.co.uk ❚ Autumn 2017 ❚ 11

n BROADER VIE W

HERTFORDSHIRE INDEPENDENT LIVING SERVICE

Telematics cuts collisions by 43% A safe-driving fleet focus fuelled by the introduction of telematics has helped cut collisions and protect residual values, Charlie Wren tells Gareth Roberts

S

12 ❚ Autumn 2017 ❚ mydrivingbusiness.co.uk

Good driver performance can still be rewarded, however.

Wren explains: “We have quarterly awards for employees – the ‘Value Awards’ – and one of those values is conscientiousness so drivers can be nominated based on their driver score.”

A consistently poor safety score, speeding events or a combination of both will be investigated and, if deemed necessary, will be taken further.

One of the organisation’s charitable objectives, however, is helping people into work. Wren explains: “We often try to recruit people who find it hard to find work elsewhere.”

It means there are no predetermined restrictions on prospective employees who might drive in the course of their work. “We deal with people on a case-by-case basis,” says Wren. “We don’t stipulate if you have this many points on your licence we won’t employ you.”

Nevertheless, for duty of care purposes licences are checked through a licence checking company at the start of employment and regularly thereafter.

Wren continues: “We would employ somebody who has been driving for less than 12 months and we employ people under the age of 25 to drive; we don’t have any restrictions like that. We want to give them the opportunity, to trust people unless they give us reason to do otherwise.”

Naturally, that would suggest a lofty insurance premium to pay, with the organisation’s potential for greater exposure to risk. But, its use of telematics has more than helped keep that in check. Wren says: “We had a huge reduction in our insurance premium.”

Wren says HILS had seen a 26% fleet insurance premium saving from 2015/16 to 2016/17 and reduced car damage as a result of fewer collisions. This has cut vehicle downtime meaning HILS can provide an even more reliable service. More accurate arrival times can be given to customers as managers can check the location of drivers via the telematics service and drivers can advise of delays.

Importantly, it now also has the ability to track lone drivers while they are working on behalf of HILS. Wren joined the organisation in January 2015, initially as team leader for IT and stock before becoming support services manager, with responsibility for fleet, IT systems and facilities in July 2016.

He says if the organisation grows much larger they may consider a full-time fleet manager, but as it stands his time is split equally between his three areas of responsibility and he has an assistant who also fulfils a fleet role.

The fleet, which is made up of 47 Hyundai i10s, nine Hyundai i30 Tourers, seven Nissan Micras, four Ford Transit vans and one Škoda Roomster, operates out of four sites in Hemel Hempstead, Letchworth, St Albans, and Ware. They deliver about 500,000 meals a year, seeing up to 2,000 people daily.

▲

afe driving policies, telematics and a greater engagement with drivers have delivered a 26% fleet insurance premium saving for Hertfordshire Independent Living Service (HILS). The not-for-profit, charitable social enterprise, which provides meals on wheels and support services for thousands of elderly, frail or disabled people in the county of Hertfordshire, operates a 68-strong vehicle fleet.

HILS began testing a telematics system at the end of 2014, before deciding to fit all of its vehicles with the technology in June 2015, after signing a three-year deal with Green Road.

“Almost instantly, we began to see an improvement in how vehicles were being driven,” says Charlie Wren, support services manager at HILS. Despite a 50% increase in the size of its fleet between January 2016 and June 2017, resulting in a greater exposure to risk with more miles being driven, the organisation saw a 43% reduction in collision/damage incidents and a “significant” reduction in speeding ones.

The vehicles have a dashboard display which gives instant feedback through a traffic light system on driver performance. Drivers can also view their scores via an online portal or mobile phone application.

In addition, they are given access to a range of resources online to resolve any issues, such as harsh cornering or excessive braking which, says Wren, has helped them become more self-sufficient and take more responsibility for their actions on the road.

“We chose our telematics system because it was driver focused and drivers can access the same information we can,” he explains. “They can go online and have a look at the route they’ve just driven and see if there were any problems, where those problems were, what they were and what caused them.”

He continues: “It’s not distracting to the driver, but equally it isn’t silently recording their every move. We don’t want to create an Orwellian work environment. We just want people to know how they’re performing.”

There was an initial reluctance from some drivers to the system being installed but, says Wren, it is all about communication.

“We did initially provide drivers with a league table [based on driver performance], but we had problems over whether somebody who was driving for 30 hours, and had three safety events, was better than somebody who drove 10 hours and had one,” he says. “There were arguments both ways so we just decided to withdraw that feature.”

mydrivingbusiness.co.uk

HILS support services manager Charlie Wren just wants drivers to know how they are performing

n FACTFILE Organisation Hertfordshire Independent Living Service Support services manager Charlie Wren Fleet size 64 cars and 4 vans Operating cycle 3-4 years Brands on fleet Hyundai, Škoda, Ford and Nissan

50% increase in the size of the HILS fleet January 2016-June 2017

“

“We deal with people on a caseby-case basis.

We don’t stipulate if you have this many points on your licence we won’t employ you” Charlie Wren, Hertfordshire Independent Living Service

Autumn 2017 ❚ 13

n BROADER VIE W

HERTFORDSHIRE INDEPENDENT LIVING SERVICE

▲

Charlie Wren says HILS defleet cars while part of the warranty remains current to increase their RV

Wren says: “I spend a lot of time putting systems in place that better enable everyone in the organisation to help themselves and make things run as smoothly as possible.”

He has launched a ticket management system which is accessed online. Users are able to prioritise the ticket according to predefined guidelines which is sent electronically to a dedicated email address. “Something which is considered critical is dealt with straight away,” he says.

It has also enabled Wren to monitor their own performance by assessing how fast they respond to problems and, now the system has been up and running for more than a year, it has given HILS a rich data stream for vehicles so any trends can be identified.

“It gives us a history of our cars,” he explains. “If somebody says the battery has just died then you can quickly look through the history of that car and see if it has been raised before.”

The system’s introduction has been fuelled by a desire to give visibility and transparency to the organisation’s fleet.

“All the data I have access to is also available to everybody else,” he says. “If the team leader on site has a particular problem with one of their cars, as has happened before, they’ve raised the issue but also looked [at the vehicle history] and seen this has been a problem before.”

The introduction of daily vehicle maintenance checks by drivers, supplemented by weekly checks by nominated members of staff, have also boosted the overall measurable standard of roadworthiness of cars and reduced breakdown risk.

Wren says: “When I introduced the daily checks they were more in-depth than they are now. For example, we used to get drivers to perform the 20p test on the tyres, but it was too involved, drivers became worried it was some sort of test and we were asking them to do more than they thought was reasonable.

“I decided to scale that back and instead introduce the more detailed weekly tests.”

The checks, combined with the improvement brought about by the use of telematics, helped HILS achieve ‘Champion’ status through the Driving for Better Business scheme earlier this year.

They have also helped boost residual value (RV) perform-

14 ❚ Autumn 2017 ❚ mydrivingbusiness.co.uk

ance, important when vehicles are funded through hire purchase agreements.

Vehicles are kept for a maximum of three to four years and sourced through a local dealership. Wren says: “The [Hyundai] vehicles have a five-year warranty so we like to move them on before that expires as it gives us a better resale value.”

There is no mileage threshold due to the local nature of the deployment of vehicles and the distances covered – about 10,000 miles per year.

Hire purchase is not a typical fleet funding mechanism, but Wren says the business enjoys the “flexibility” it offers compared to leasing.

He explains: “We like to own the asset at the end of the agreement and we move quite fast as an organisation. So having complete control is an advantage.

“When we leased our vehicles we found every little thing equated to a huge loss in the [residual] value of the vehicle, resulting in high end of contract charges.”

Hire purchase, according to Wren, removes the unforeseen costs, with HILS taking the RV risk instead.

“In the end, the walk-around checks and the use of telematics help us maintain the value of our assets,” he says.

“We want to encourage people to treat our vehicles as if they were their own.”

A range of improvements in the performance of the fleet have been achieved in a short time, but Wren has no intention of resting on his laurels.

Operating a fleet which is currently powered by a mix of petrol and diesel, a detailed assessment of the potential of plug-in vehicles is next on the agenda.

“Electric vehicles fit our model really well, with none of our vehicles doing huge mileages,” says Wren. “It is something we want to do and could potentially save us money, as well as being good for the environment.”

Wren admits, however, that in buying their vehicles they need to consider that higher initial outlay and the potential RV risk.

“It is coming to the stage where more or less you can’t call it new technology; it’s tried, it’s tested and it works,” he says. “We’re just not quite there yet, but as more and more vehicles become available, it makes more sense.”

n SERVICE PROVIDES MORE THAN JUST MEALS ON WHEELS Hertfordshire County Council supported the establishment of Hertfordshire Community Meals as an independent, not-for-profit, organisation to deliver meals on wheels across the county back in 2007.

The service began with one site in Letchworth, two vehicles, and a team of volunteers delivering meals in the north of the county.

By 2013, the remaining nine districts in the county transferred their clients to Hertfordshire Community Meals and three more sites were established across the area in Hemel Hempstead, St Albans and Ware.

Hertfordshire Community Meals underwent a rebrand in April 2015, and began operating as Hertfordshire Independent Living Service (HILS) to reflect it was now doing more than just delivering meals.

Other services include: community transport, security services and dementia support.

A charitable social enterprise, it has a contract from Hertfordshire County Council to deliver meals on wheels on the council’s behalf, and receives some money from other organisations.

It only uses paid staff to deliver its meals, while volunteers provide support to deliver its other services.

A number of HILS’s staff have found it difficult to work elsewhere for a range of reasons but, with training and support, the organisation has helped them to thrive in the workplace.

THE ALL-NEW

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n THE UK’S BIGGEST FLEE T E VENT

Fleet Management LIVE offers SMEs essential advice Wealth of suppliers and industry experts will share their knowledge at two-day event

F

leets are being urged to attend Fleet Management LIVE to receive essential briefings on protecting their profits by running a safe, efficient fleet.

The event, held on October 3-4 at the NEC, Birmingham, comes as businesses face a series of market changes that are undermining traditional assumptions about the type of vehicles needed and the way they should be run.

Issues range from the impact of the recent diesel emissions crisis to changes in Government policy, expanding product choices and the impact of local authority clean air plans.

With such a vast range of challenges ahead, managers need to remain up to date, but in a smallto medium-enterprise (SME) environment time is rarely avail-

able to spend away from the business.

This makes Fleet Management LIVE a valuable investment, because in a single day SMEs will be able to review suppliers, receive best practice advice, obtain specific guidance on their unique challenges and network with like-minded fleet operators.

In addition to more than 120 exhibitors covering all aspects of cost-effective vehicle management, the show is also packed with best practice sessions and seminars designed with SMEs in mind.

These include the Discover Fleet Theatre, where a special session for SMEs will be hosted by Paul Hollick, chairman of the Institute of Car Fleet Management and industry consultant Alan Asbury, director of CLS Energy.

These expert speakers will review the actions needed to deliver an effective transport function to a business, ranging from vehicle acquisition through to the legal requirements that need to be reflected in policies and procedures, how to minimise running costs and advice on managing drivers.

Also delivered in this practical session will be a fleet calendar review, setting out the critical dates in an SME fleet’s year.

Overall there are more than 20 speakers at the event, providing guidance and advice on everything ranging from the correct car, van and truck funding choices to telematics, risk management, rental strategies, vehicle technology and environmental issues.

The content has been developed for fleets in partnership

with an advisory panel of fleet industry experts.

Panel member Alison Moriarty, fleet risk and compliance manager at Skanska, said: “As a member of the advisory board, I would really encourage SMEs to attend the event and take advantage of the wealth of experience in the room.

“Fleet Management Live is going to be a great event this year.

“We have some a wealth of suppliers and industry experts to share their knowledge and to explore the innovations and developments that will shape our industry in the next few years.

“Whether you run three vehicles or three thousand, we all face the same challenges and risks and this is a fantastic opportunity to learn.”

FOR MORE INFORMATION OR TO REGISTER YOUR Supported by

Headline sponsor

OCTOBER 3-4, 2017 NEC BIRMINGHAM Intelligent Technology Zone shows future of fleet A new Intelligent Technology Zone will bring the future into the present as fleets review and test hi-tech equipment that could revolutionise the way people work and travel.

The zone will showcase some of the most innovative ideas in fleet and related industries and allow managers to take a hands-on approach to understanding how they might benefit their businesses.

SME fleet decision-makers can visit specialist information pods manned by experts who will talk them through the latest developments, with a focus on vehicle-based innovations.

Companies will include innovators behind ideas and technology such as autonomous vehicles and virtual reality.

Fleets will also be briefed on other longterm advances, such as last-mile delivery solutions, mobility as a service and vehicle connectivity products.

SMEs executives will be able to enjoy a hands-on experience of virtual reality from Edg VR, a world-first in training technology.

Its networked solution allows up to 35 participants to access bespoke videos, learning platforms and CGI. Already, its educational content has been

used by more than 50,000 students worldwide and its corporate training and safeguarding solutions are opening new opportunities for customers to reduce costs while allowing users to learn key skills in a safe environment.

Corporate content includes traffic management, fleet hazard awareness, fire safety, working at height and site safety.

Also on show will be an autonomous delivery system from Starship Technologies. n For further details and to register, visit www.fleetmanagementlive.co.uk

Starship Technologies will be showing its last mile delivery â&#x20AC;&#x2DC;bot

PLACE TODAY VISIT: FLEETMANAGEMENTLIVE.CO.UK

Advertisement feature

The air quality debate: Time to look at your fleet?

Why you have plenty of time to get your house in order

I

n July, the government cemented their plans for a ‘greener’ future with the publication of their air quality plan.

The report dominated the headlines with the news that the sale of new petrol and diesel vehicles would be banned from 2040. It also confirmed that councils would be given the autonomy to tackle air quality levels in local pollution hotspots.

The report has received a mixed reception.

On the one hand, some are glad to see the government committing to the reduction of harmful pollutants in our towns and cities. While on the other, many have voiced their concerns that it doesn’t go far enough in addressing exactly how air quality will be improved, particularly criticising the lack of clarity around an anticipated diesel scrappage scheme.

Despite divided opinion, the report’s existence shows that the government is taking the issue of air quality seriously. The fact that they have committed to banning the sale of new petrol and diesels by 2040 is a positive move that will likely see us noticing increasing numbers of ultra-low and zero emission vehicles on our roads.

Don’t panic So where does this leave fleets operating largely diesel or petrol vehicles? Should they be launching into plans to convert their fleets to zero and ultra-low emission alternatives?

Let’s put it into perspective: 2040 is just under a quarter of a century away. Companies have plenty of time to consider the true impact of this date on their fleet. Reducing the number of diesel vehicles will be a gradual and evolutionary process.

Carry out cyclical reviews It’s important not to make any knee jerk reactions, but rather to carry out regular and detailed reviews of your fleet policy within the context of the changing external environment.

Make sure you engage all corners of your business so that a thorough audit of exactly where your fleet is now and where you want it to be in future can be undertaken. Involve teams such as HR, Facilities, Finance, Procurement and Legal to give you a well rounded view, that takes into account budget constraints, employee benefits and legal implications.

Carry out a deep dive into factors such as Total Cost of Ownership (TCO) and employee tax implications and how these influence vehicle suitability; when you add up the figures electric vehicles often fare well. The TCO on the BMW 3 series is now similar for a Diesel, Petrol & Plug-in Hybrid (PHEV) on a 36 month lease agreement, which puts PHEV models in the running from a cost perspective. Employee Benefit in Kind (BIK) tax is also generally lower for electric and

To find out more, contact Lombard Vehicle Solutions on 0117 908 6490 or visit www.lombardvehiclesolutions.co.uk

Finance subject to status. Guarantees and indemnities may be required. Lombard Vehicle Solutions is a contract hire and fleet management product provided by ALD Automotive Ltd, trading as Lombard Vehicle Solutions, Oakwood Drive, Emersons Green, Bristol BS16 7LB. ALD Automotive is registered in England No. 987418.

hybrid vehicles which often makes them an attractive choice for your drivers. For example, in the 2017/18 tax year, an employee driving a Mercedes C350e Sport Premium (PHEV), taxed at 40% will pay £170.87 less BIK per month than if they drive its diesel cousin, the C220d (£123.36 vs. £294.23 respectively).

Find solutions that work for your fleet Fleet policy reviews should be regular, in depth and focused on the needs of both the company and the drivers themselves. Only then will you arrive at solutions that are right for your business. If that process reveals that petrol or diesel is the right choice for your fleet now, then that’s ok because you’ve taken the necessary steps to get there. Our Consultancy team supports companies through this very process and empowers them to move into the AFV space where it’s the best fit for the business.

n SPECIAL REP ORT

SUPPLIERS INSIGHT

HOW TO CHOOSE THE RIGHT SUPPLIER FOR YOU Finding a supplier that understands the needs of your business and will work in partnership with you takes time but will pay off in the end

n SUPPLIERS

LE A SING PROVIDERS

Choosing the right supplier Finding the right leasing provider can become a complicated and labour-intensive process, but it doesn’t have to be. Sarah Tooze reports

L

easing cars rather than buying them can bring budgeting certainty, remove the risk of vehicle depreciation and free up capital.

The latter is a key reason why more small- and medium-sized companies have been turning to leasing in recent months, according to one of the UK’s biggest providers, Arval.

Paul Marchment, Arval SME development manager, says: “There appears to be a growing number of SMEs which previously bought cars and vans but now have other priorities for that money.”

But, once the decision to lease has been made, businesses need to think carefully about who they lease their vehicles from.

A leasing company can look good on paper by offering the cheapest monthly rates. But is it simply a ploy to win business? Sister title Fleet News reports some businesses that have opted for the cheapest rate have been caught out at end of contract when the leasing company decides to take a hard line on damage charges.

So it makes sense to do proper market research and get customer testimonials before committing to a three or four year contract, which you may later regret.

Bear in mind that different leasing companies have different approaches to SME business. Some have a dedicated brand which will deal directly with small businesses while others prefer to use a broker network.

If you intend to source your vehicles from more than one leasing company to ensure there is more competition you might want to do this through a broker or a fleet management company.

You may also consider using more than one funding method such as contract hire with maintenance for your cars and finance lease for your vans.

A good leasing company should help you decide which method is best for your business.

John Webb, principle consultant at the UK’s largest leasing company, Lex Autolease, and a former fleet manager, advises business to give a potential provider precise vehicle specifications, what the vehicles are used for, how often they are replaced and what challenges and opportunities they would like to explore so the leasing company can understand what it’s trying to achieve.

Quotes should be based on whole-life cost i.e. the total cost of running the vehicle, including elements such as monthly rental, maintenance, fuel costs and taxation.

Factors such as the lease rental restriction, national insurance contributions and fuel can account for as much as 30-40% of a vehicle’s cost, according to Martin 20 ❚ Autumn 2017 ❚ mydrivingbusiness.co.uk

“

Businesses could be making the wrong choices for the wrong reasons

”

Brown, managing director of fleet management company Fleet Alliance.

“If businesses are just looking at the list or rental price, then they are potentially not taking that 30-40% into the equation. They could be making the wrong choices for the wrong reasons,” he says.

Paul Hollick, chairman of the ICFM, points out that leasing prices can fluctuate from month to month because residual values move and interest rates change.

“To rely on a static price is risky,” he warns.

Instead, look at which leasing providers offer the best value and best meet your needs.

Consider what services a leasing company may be able to offer beyond simply providing vehicles such as glass services, breakdown cover, accident management, fuel cards, licence checking and short-term hire.

n TO P T IP S ■ Research the market thoroughly – who are the main providers? How do they serve small- and medium-sized businesses? What do current customers think of the provider?

■ Would you be better using a broker or fleet management company rather than going direct to a leasing company?

■ Make sure the leasing company understands what your business vehicles are used for and how long you usually keep them.

■ Quotes should be based on wholelife cost i.e. the total cost of running the vehicle, including elements such as monthly rental, maintenance, fuel costs and taxation.

■ Consider what services a leasing

company may be able to offer beyond simply providing vehicles such as glass services, breakdown cover, accident management, fuel cards, licence checking and short-term hire.

■ What is the provider’s technology and reporting like?

■ Ask questions that will give an idea of the kind of service you can expect.

■ Make it clear what you expect from the provider and what aspect of vehicle management you will handle.

■ Ensure that everything you have negotiated and agreed with suppliers is put into the contract.

■ Consider how long you want the contract to run and when you will review it.

“ ”

A provider will price the minimum for fear of being discounted because the figure is too expensive

Also consider technology. Is their fleet management software easy to use? What kind of reports will they be able to provide?

If you would prefer a self-serve approach rather than having to pick up the phone to the provider, do they have the systems to enable this?

Think carefully about how you word questions to potential providers.

Retired fleet manager Peter Bonney, who worked in fleet for 44 years, points out that asking a provider how many repairers it has in its service, maintenance and repair (SMR) network “will not necessarily improve the service”.

A better question would be how does the leasing company manage its repair network?

Misunderstandings are quite common, so businesses

should spell out what they expect from their potential supplier and provide a clear statement of works, such as contact with drivers – will the leasing company be handling tyres, motor insurance policies and attendant database?

Similarly, a provider should spell out how it will deal with issues such as excess mileage, levels of breakdown cover and the like, so there is no room for error.

“It goes wrong where fleets think they’ve bought something and the leasing company thinks they’re selling something else,” says Hollick. “All these things need to be worked through. A provider will price the minimum for fear of being discounted because the figure is too expensive. It’s not the big jobs, it’s the half-an-hour a month jobs, reporting packs – who does the reporting to line managers?

“If a fleet manager needs a new vehicle and needs a line manager’s approval to do it, should the fleet team be doing it or the leasing company? Nitty gritty bits of service requirement need to be documented on a clear statement of works and written into the contract, too.”

Bonney agrees it is important to ensure that everything you have negotiated and agreed with suppliers is put into the contract.

“You need to describe the period of the contract: is it continuous, with no time limit? Or are you going to put a limit on it or have it closed with some sort of review period?” he says. “It is good discipline to review the contract every few years, even if you are not changing leasing companies.”

Hollick has one final piece of advice. “The most important factor is to treat your supplier as a partner,” he says. “You want to get the most receptive, most sustainable partner you possibly can, who will work with you in the long term to help shape your business.” mydrivingbusiness.co.uk ❚ Autumn 2017 ❚ 21

n SUPPLIERS

CUSTOMER SERVICE

Get suppliers to work with you Fleet managers say they want five things from their supplier partners. Catherine Chetwynd looks at how you can get them

1

A TRUE PA RTNER SHIP

Why is this important?

A true partnership sees suppliers responding quickly and efficiently when clients need something in a hurry, meaning they can help their clients develop and implement strategies.

To do this effectively, suppliers need to get under the skin of a client’s business to understand exactly how it works.

“If they can’t grasp that, they are going to be offering the wrong sort of solutions,” says Liz Hollands, fleet and facilities manager for the Freight Transport Association (FTA).

A good cultural fit is also important, as is the right range of products and services to meet buyers’ and drivers’ requirements. This is so that the latter group can do their job – driving – most effectively and also so they can have the vehicle that best fits their reward package or job needs.

22 ❚ Autumn 2017 ❚ mydrivingbusiness.co.uk

Fleet is not just about moving people and Clearly stated objectives from the outset, goods around, adds Ted Sakyi, group fleet supported by ongoing communication, mean manager for Wates Group. that buyers and suppliers know what has been “It is about motivating and rewarding achieved and what has still to be achieved. drivers,” he says. “Company cars and LCVs are emotive objects; we spend a lot of time in them, which is why you need a partner who With a stable, long-term thinks beyond the car as just relationship you can build an asset.”

a lot more trust and more of each other

How can you achieve this? knowledge “You need to understand suppliers are in business to make some money,” says Hollands.

“You get a much better result if you respect that and, with a stable, long-term relationship you can build a lot more trust and more knowledge of each other.”

and how quickly phones are answered.

All these measures will offer a barometer of how well the partnership is working.”

Suzanne Ford, head of customer service at Arval, adds: “When selecting a supplier, a fleet manager should try to assess its service culture.

“Everyone will tell you that they are focused on service but try to tease out tangible evidence such as servicerelated awards and recognition, customer and driver satisfaction scores, how they invest in the training and development of their employees, and the structure they use.”

PLIER’S THE SUP

VIEW

▲

Businesses should map out their exact requirements before speaking to a rental provider, according to Yvonne Findlay, head of supply chain at Nexus Vehicle Rental. This will mean that instead of adopting “a universal solution”, the supplier can work with them to deliver best value, a bespoke service and ensure the expected service levels are exceeded, she says.

Mark Ashpole, head of operations for BT Fleet, agrees. He says: “A client should agree a set of contractual key performance indicators (KPIs) and a regular review process.

“This can include driver satisfaction, time to get vehicles back on the road

mydrivingbusiness.co.uk ❚ Autumn 2017 ❚ 23

n SUPPLIERS

2

CUSTOMER SERVICE

OPENNE SS A ND TR A NSPA REN C Y

Why is this important?

Transparency is key to trust and, if something is opaque or unnecessarily complicated, people instinctively distrust it.

Suppliers should show clients how they have saved them money and be able to demonstrate that they have not charged for things they might have or, where they do make charges, why it is a fair charge.

How can you achieve this?

If both parties show integrity, suppliers are more likely to be clear about what they have and have not charged.

Setting up clear, shared objectives from day one is essential, so suppliers know what

THE SUP PLIER’S

VIEW

3

they are expected to deliver, whether that is service level agreements or goals such as reduced CO2 output, greater operational efficiency or increased customer satisfaction.

Regular communication at all levels is essential – not just focusing on what is not working, but also celebrating successes.

“Too often, key people aren’t aware of how they are contributing to successes. You need to talk about the progress made so far and also what you need to do next,” says Ted Sakyi, of Wates Group.

Discussion and feedback in your organisation are a useful gauge of the pulse of the relationship. It’s important to have measures such as customer satisfaction

surveys with drivers, especially if these take place after a key touchpoint in the relationship with the supplier such as a service, breakdown, new car delivery or glass and tyre replacement.

“All procedures and processes should be discussed with clients to ensure a complete understanding of each other’s business, so that potential problems can be identified and addressed prior to commencement of the contract,” says Caroline Gallagher, sales director of Thrifty.

“This develops trust between the customer and the supplier. Companies should have an account manager assigned to their business who, by

conducting regular review meetings, will keep the lines of communication open and guarantee the customer’s voice will always be heard.

“Regular, transparent reporting should also be a given, and should be aligned to the KPIs that are most important to that customer,” she adds.

“This will demonstrate how the leasing company is performing, and how the fleet is performing.”

“You need to talk about the progress made so far and also what you need to do next”

STRE A MLINED A ND EFFICIENT PRO CE SSE S

Why is this important?

The relationship between buyer and supplier should involve quick, simple, easy and well structured processes, whether through technology or people.

Some of these will develop organically, but regular questioning of them will lead to greater efficiencies for buyer, supplier and drivers, saving time and money.

Ted Sakyi, of Wates Group, says: “The more complexity there is, the more things can go wrong, so you need to keep processes as straightforward as possible.”

The FTA’s Liz Hollands advocates meaningful reports, preferably online and instantly available to the customer, who

“The best suppliers will have cohesive flat structures with seamless processes throughout every customer touchpoint and with staff empowered to make decisions and provide solutions,” says Caroline Gallagher, of Thrifty.

“Numerous layers of management will only delay deployment of initiatives and query resolution. Using companies who employ all staff rather than use agency drivers and staff allows total consistency in procedures at every touchpoint.”

24 ❚ Autumn 2017 ❚ mydrivingbusiness.co.uk

“There is no point in them giving you their standard suite of reports if that’s not what you need”

should be able to pull off what they need and interpret it their way.

“There is no point in them giving you their standard suite of reports if that’s not what you need, nor if you have to ask for it and wait

Mark Ashpole, head of operations for BT Fleet, adds: “Clients should continually review their processes and, if they feel there is a way to do something better, this should be shared with their supplier.

“It’s very easy for suppliers to become complacent, so it’s imperative to challenge them to deliver efficiency and innovation throughout the contract, not just at the beginning or at the end when it’s up for renewal.”

for someone to produce it at the other end,” she says. “I want instant access to real people.

I don’t like going through phone menus. I’m lucky in that the team I deal with at Marshall Leasing is stable, the people have been there a long time and I know who to go to.”

How can you achieve this?

It is, however, a two-way street. “For them to provide us with meaningful reports, we have to provide them with accurate information,” says Hollands.

“If we don’t tell them when drivers change cars or don’t provide them with changes of address, the information they supply to us is less efficient.”

LIER’S THE SUPP

VIEW

4 ACCE SS TO KNOW LED GE A B LE SUPP ORT Why is this important?

Clients appreciate a swift response to changes in legislation. What will compliance require? How will it affect them? How is the leasing company going to implement changes? What will it cost?

The supplier needs to have comprehensive information about the client at its fingertips and supply regular reviews with valuable data.

“You’re buying in knowledge that you don’t have within your business, as well as the operational scale, which means they can take care of issues for you – enabling you to concentrate on the day job,” says Ted Sakyi, of Wates Group.

“Our role then becomes more strategic in terms of steering suppliers and driving the fleet/mobility strategy within the business.”

In addition, where businesses are making long-term decisions that can have a significant financial and operational impact, the input of trusted experts is imperative.

How can you achieve this?

“I get the leasing company to understand the business they are supporting,” says Simon Binks, fleet manager for Innserve.

“We do this after we have got down to a shortlist of three to five potential suppliers, to give them a very detailed insight into our business and our customer requirements.

“We can then drill down to the details to get the best possible support from any supplier we select.

“While it is a big investment in our time to undertake this with our chosen few, it pays dividends in the long run.

“Make sure you have selected a supplier that has resilience and breadth of resources,” says Mark Ashpole, of BT Fleet. “You should aim to partner with an industry leader that has a culture of analysing and sharing knowledge company-wide to make improvements. With the increasing adoption and use of self-serve portals, it’s good to know you can still speak to a team of experts.”

Caroline Gallagher, of Thrifty, says: “The client should endeavour to meet senior people from different

THE SUP PLIER’S

VIEW

“While this is a big investment in our time with our chosen few, it pays dividends in the long run.”

“A key issue is to know and understand the Innserve business,” says Binks. “We operate a large van fleet but a small car fleet, which is unusual as most are large car, small van.

So we select a partner who has a large van fleet.”

He also has pre-agreed processes for issues that have come up in the past.

departments within the supplier’s company. This will provide comfort that the various departments can deliver the service being sold by the salesperson.

“It may require additional time at the beginning, but will more than make up for it further down the line if the client knows the provider is operating in the client company’s best interest, the reservations team understands all the nuances of the organisation’s rental requirements or if something does go wrong, there is a team in place who understand how to address the issue.

“Communication is always the key.”

5 PROMP T RE SO LU TION OF COMPL AINT S Why is this important?

“If something goes wrong, I like my supplier to ring me up, tell me what has happened, present a solution at the same time and then see it through, whether it is something a contractor has done or they have done,” says Liz Hollands, of FTA. “They should talk to the driver and make sure they are happy. They could also add a bit of value, add something extra as well to make up for the trouble or problem that happened.

“I don’t want to have to beat them up to do it, it should be something they do as part of their customer service ethos.”

“I like my supplier to ring me up, tell me what has happened and present a solution at the same time”

How can you achieve this?

Do not be afraid to challenge suppliers if things are not right.

But it is a two-way street: as the buyer, it is important to make it clear that there is a problem, so you give suppliers the opportunity to put it right. And if they don’t, follow it up robustly.

Dialogue is crucial, ideally discussing issues early, before they become a complaint.

Clients and suppliers need a strong working relationship so people know each other well

“Clients should always ask to review a rental company’s internal service failure reporting, which must be monitored and progressed through to resolution; all of which must be auditable and available to the client,” says Caroline Gallagher, of Thrifty.

“The information should be used proactively to identify trends and

enough to pick up the phone and deal with it personally.

“It is important to have a partner that takes a driver complaint seriously and treats it forensically,” says Ted Sakyi, of Wates Group.

“It’s amazing the turnaround in attitude you can achieve if people handle complaints in the right way. From a relationship perspective, they are important as an opportunity to see where you can make improvements in a process and improve the experience and satisfaction of your drivers.”

recognise where training LIER’S THE SUPP or indeed system changes may be required.

“A rental company should never be afraid to share this information, which could also be used by the client to better educate the end user and manage their expectations realistically.”

VIEW

mydrivingbusiness.co.uk ❚ Autumn 2017 ❚ 25

n NE W MODEL S

Coming soon...

We take a look at what manufacturers have in the pipeline VOLKSWAGEN POLO

ON SALE: January 2018 PRICE: £12,500 (estimated) CO2 EMISSIONS: from 101g/km WHAT’S NEW: Volkswagen will launch its largest Polo to date at the end of the year with the new models hitting the road in early 2018.

The supermini has grown into a spacious hatch with a 351-litre boot.

It is larger than its predecessor and most of its key rivals.

A range of trims including S, SE, R Line and Beats special edition will be available, with a choice of four petrol and two diesel engines.

The range will start with a 65PS 1.0-litre petrol engine, as well as a 75PS version. There will also be a 95PS or 115PS 1.0-litre turbocharged TSI unit and a new 1.5-litre TSI producing 150PS. There will also be a 2.6-litre diesel with 80PS and 95PS, although Volkswagen expects 95% of sales to be petrol.

The new model will include connected online services, via a 6.5- or eight-inch touchscreen, and keyless access via a smartphone.

JAGUAR E-PACE

VAUXHALL GRANDLAND X ON SALE: Q1 2018 PRICE: from £22,485 CO2 EMISSIONS: from 104 g/km WHAT’S NEW: The new Grandland X is a practical and stylish family car with great efficiency, thanks to its two-wheel-drive configuration.

Like the new Insignia, the Grandland X has been given a more premium feel to previous Vauxhalls and comes with a number of hi-tech convenience and safety features.

Four trim levels and two engines are available. The fleet-specific Tech Line costs £23,665 when fitted with the 120PS 1.6-litre diesel engine. It emits 104g/km of CO2. Customers can also opt for a 1.2-litre turbocharged petrol unit which emits 117g/km. In Tech Line trim it cost £22,310. The diesel can achieve 70.4mpg and hit 62mph in 11.8 seconds, while the petrol is less frugal at 47.1mpg.

ŠKODA KAROQ

ON SALE: October PRICE: from £28,500 CO2 EMISSIONS: from 124 g/km WHAT’S NEW: Jaguar’s new compact SUV is smaller than the F-Pace, which launched in 2016, but aims to offer customers more space and emotional appeal than an Audi Q3 or BMW X1.

All E-Pace models feature autonomous emergency braking with pedestrian detection and there is a range of stability systems to ensure the driver remains in control in situations where there is a risk of skidding or rolling when cornering severely in an emergency.

D150 models get two-wheel-drive and emit 124g/km of CO2. The more powerful D180 and D240 diesels get four-wheel-drive and offer more performance but higher emissions. Two petrol versions also feature: P250 and P300 – both using Jaguar’s new 2.0-litre Ingenium petrol engine.

ON SALE: January 2018 PRICE: £17,500 (estimated) CO2 EMISSIONS: from 115 g/km WHAT’S NEW: Škoda is joining the small SUV party this year with the Karoq. The new car will feature five seats and shares similar styling to the recently-launched Kodiaq.

Five engine variants will be available including a frugal 2.0-litre TDI diesel which produces 150PS and emits 115g/km. There is also a 1.6-litre diesel with 115PS but it has slightly higher emissions of 118g/ km. The flagship engine is a 190PS diesel. It develops 190PS and can reach 62mph in less the eight seconds.

Two petrol engines are also available: a 1.0-litre TSI and 1.5-litre TSI with CO2 emissions of 117g/km and 119g/km respectively.

The boot has a capacity of 521-litres with the rear seats in place.

26 ❚ Autumn 2017 ❚ mydrivingbusiness.co.uk

Automotive Outlook

2018 AND BEYOND

RE VOLUTION OR E VOLUTION? Co-sponsor

BOO K YOU R PL AC E N OW AT:

automotiveoutlook.co.uk

WHAT’S IN STORE FOR THE UK AUTOMOTIVE INDUSTRY? A top level event for senior automotive industry executives KEY INDUSTRY SPEAKERS Intelligent Mobility – a consumer’s perspective Steve Yianni, ex-chief executive, Transport Systems Catapult

A half day conference before the

The impact of transport devolution on the automotive industry Stephen Joseph, chief executive, Campaign for Better Transport

The impact of Brexit on business

Darren Jukes, leader of industry, industrial products & services partner, PricewaterhouseCoopers

November 7, 2017. Park Plaza Westminster Bridge

For more information visit: automotiveoutlook.co.uk or call: 01733 468146 Brought to you by

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W H AT W E DO IN YOUR INDUS T RY

Fleet News magazine The leading business publication for the fleet sector, offering insight, analysis, best practice and in-depth profiles of fleets and suppliers every fortnight. But donâ&#x20AC;&#x2122;t take our word for it: 96% of readers say Fleet News is the most useful fleet publication (Fleet News reader survey). Every issue is packed with information that helps companies to run efficient and effective fleets â&#x20AC;&#x201C; and our readership of 16,000 is restricted to named decision-makers, running fleets of 10-plus vehicles.

Commercial Fleet magazine

Commercial Fleet offers insight into the world of light commercial vehicles and trucks to provide operators with detailed analysis on key topics such as operations, safety, remarketing and the environment. Case studies in every issue provide best practice advice to help you to improve your efficiency. The magazine is supported by the commercialfleet.org website and events.

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This quarterly magazine is sent to managing directors and finance directors at 25,000 small to medium enterprises (SMEs) that are running fewer than 50 vehicles.

Focusing on the key elements of running cars and vans, Driving Business provides practical advice to reduce cost and improve safety with a minimum of time and effort.

The Fleet News website is an extensive library of best practice advice, fleet case studies, news and tools. Compare car and van running costs, check how much tax employees will pay and find out which models use the least fuel with our easy-to-use tools. We also send Ignition, a monthly newsletter which contains car reviews and interviews not included with our print magazine.

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BMW Business Partnership

THE NEW BMW 5 SERIES PLUG-IN HYBRID SALOON.

The Ultimate Driving Machine

And now, for the first time ever, the new BMW 5 Series Saloon range includes a plug-in hybrid model. Capable of reducing CO2 emissions to 46g/kmâ&#x20AC; , the new BMW 530e iPerformance Saloon intelligently selects an appropriate balance of power delivery from the petrol engine and electric motor automatically, achieving the optimum combination of performance and efficiency.

THE NEW BMW 5 SERIES TOURING. Cutting-edge technology, outstanding dynamics and impressive versatility. The new, fifth-generation BMW 5 Series Touring builds on the foundations of our award-winning BMW 5 Series Saloon, promising a truly class-leading offering. Inside, elegance meets flexibility, with an interior cabin that offers a high level of standard specification and the space and equipment needed to travel in comfort.

bmwbusinesspartnership.co.uk/bmw-5-series

BMW Business Partnership

THE MOST INNOVATIVE CAR IN ITS CLASS. THE NEW BMW 5 SERIES.

Official fuel economy figures for the new BMW 5 Series range: Urban 64.2-29.1mpg (4.4-9.7l/100km). Extra Urban 78.4-45.5mpg (3.6-6.2l/100km). Combined 141.2-37.6mpg (2-7.5l/100km). CO2 emissions 46-172 g/km.

Figures are obtained in a standardised test cycle. They are intended for comparisons between vehicles and may not be representative of what a user achieves under usual driving conditions. †Figures are obtained in a standardised test cycle using a combination of battery power and petrol fuel after the battery had been fully charged. They are intended for comparisons between vehicles and may not be representative of what a user achieves under usual driving conditions. The new BMW 530e iPerformance Saloon is a plug-in hybrid electric vehicle that requires mains electricity for charging.

The Ultimate Driving Machine