The leading luxury motor retailer, HR Owen, has made an exclusive agreement with Accident Exchange to be its accident aftercare provider, with the aim of providing a significant boost to its bodyshop referrals and customer service.
The accident management service supports customers following an accident; from the initial call, through to providing a courtesy car and organising vehicle repairs and so far has contributed to the group’s impressive 65% bodyshop referral conversion rate of at-fault accidents since its early integration in March 2016.
As a car retailer which sells luxury and prestige cars, customer service is one of HR Owen’s core values, and Accident Exchange plays an essential supporting role in improving the customer journey.
In less than a year, the accident management scheme has directed around 350 incidents to HR Owen’s bodyshops, and provided more than 100 customers with replacement vehicles including Ferraris, Lamborghinis and Rolls-Royce.
The luxury car retailer has a bespoke agreement with Accident Exchange to help provide a seamless service. Handling every incident and claim, the accident aftercare specialist will provide onward mobility across HR Owen’s many prestige brands, ensuring customers are supplied with a like-for-like replacement.
The bespoke service will also give the opportunity for HR Owen to provide its own vehicles if needed, to ensure customers always receive a swift service and the like-for-like car.
Adam Thurman, Group Bodyshops Manager at HR Owen, commented: “Our customers rightly expect an exceptional level of service, and each and every partner we work with has to match that expectation. The service we can provide our customers using the bespoke Accident Exchange service is seamless.
“One thing people can’t buy is time, so to have an accident management programme which handles the entire process from the initial call to the delivery of their replacement car with speed and care is a tremendous asset.”
“Signing on Accident Exchange has not only given us tangible positive results with our Bodyshop revenue, but has significantly reinforced our customer service offering.”
Scott Hamilton-Cooper, Director of Operations at Accident Exchange added: “To be able to support and enhance the standard of service HR Owen sets, and integrate into their setup flawlessly, shows the Accident Exchange programme can benefit even the highest levels of car retail.
The new contract was signed in the spring of 2016 and an extension to the contract was agreed in March 2017.