Nintex Case Studies Delivering Exceptional Customer Experience: FMG Support's Implementation of K2 Software

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	Delivering Exceptional Customer Experience: FMG Support's Implementation of K2 Software Nintex

Delivering Exceptional Customer Experience: FMG Support's Implementation of K2 Software

Nintex

Technology Category	Functional Applications - Fleet Management Systems (FMS) Robots - Autonomous Guided Vehicles (AGV)
Applicable Industries	Automotive Electronics
Applicable Functions	Maintenance Sales & Marketing
Use Cases	Time Sensitive Networking Vehicle Performance Monitoring
Challenge	FMG Support, the UK’s largest fleet incident management company, was facing a significant challenge in managing its high volume of customer service requests. The company's manual process of handling these requests through emails and phone calls was prone to errors and delays. This was particularly problematic as the company's services are often time-critical, such as providing immediate roadside assistance at the scene of a traffic accident. The process involved a complex convergence of many parties including the customer, insurance providers, law enforcement, and various service and parts vendors. The information required to fulfill a request often came from various parties and not always in a timely or orderly way. This led to slow service and mistakes at critical moments. Read More
About Customer	FMG Support is the UK’s largest fleet incident management company. As a vendor for public and private fleets, the company offers a wide array of services, including incident management, roadside repair, specialist vehicle recovery services, and legal assistance. It delivers business-critical, 24-hour vehicle and driver support to corporations, leasing providers, insurers, Highways England, and several police forces. The company deals with a high volume of requests for service, and these processes are mission-critical. The company's services are often time-critical, such as providing immediate roadside assistance at the scene of a traffic accident. Read More
Solution	To address these challenges, FMG Support implemented K2 Software to manage and automate its business operations. With the new workflows activated, the entire business operation became more streamlined and efficient. When a call comes in, operators now enter information into electronic forms and are guided through a consistent, robust process that eliminates errors and ensures all requests, approvals, and information are routed correctly and in a timely manner. The process automation takes over when customer service representatives enter information into custom electronic forms. It routes workflows, performs calculations, and automatically sends notifications or requests. This new automation system built with K2 Software not only saves time and eliminates confusion but also ensures that time-critical processes stay on track. Read More Log in to view content
Contents

Technology Category

Functional Applications - Fleet Management Systems (FMS)

Robots - Autonomous Guided Vehicles (AGV)

Applicable Industries

Automotive

Electronics

Applicable Functions

Maintenance

Sales & Marketing

Use Cases

Time Sensitive Networking

Vehicle Performance Monitoring

Challenge

FMG Support, the UK’s largest fleet incident management company, was facing a significant challenge in managing its high volume of customer service requests. The company's manual process of handling these requests through emails and phone calls was prone to errors and delays. This was particularly problematic as the company's services are often time-critical, such as providing immediate roadside assistance at the scene of a traffic accident. The process involved a complex convergence of many parties including the customer, insurance providers, law enforcement, and various service and parts vendors. The information required to fulfill a request often came from various parties and not always in a timely or orderly way. This led to slow service and mistakes at critical moments.

About Customer

FMG Support is the UK’s largest fleet incident management company. As a vendor for public and private fleets, the company offers a wide array of services, including incident management, roadside repair, specialist vehicle recovery services, and legal assistance. It delivers business-critical, 24-hour vehicle and driver support to corporations, leasing providers, insurers, Highways England, and several police forces. The company deals with a high volume of requests for service, and these processes are mission-critical. The company's services are often time-critical, such as providing immediate roadside assistance at the scene of a traffic accident.

Solution

To address these challenges, FMG Support implemented K2 Software to manage and automate its business operations. With the new workflows activated, the entire business operation became more streamlined and efficient. When a call comes in, operators now enter information into electronic forms and are guided through a consistent, robust process that eliminates errors and ensures all requests, approvals, and information are routed correctly and in a timely manner. The process automation takes over when customer service representatives enter information into custom electronic forms. It routes workflows, performs calculations, and automatically sends notifications or requests. This new automation system built with K2 Software not only saves time and eliminates confusion but also ensures that time-critical processes stay on track.

Impact #1	The implementation of K2 Software has significantly improved FMG Support's operational efficiency. The automated workflows have eliminated errors and ensured that all requests, approvals, and information are routed correctly and in a timely manner. The system ensures that information is accurate and consistently passed to the right people at the right time, preventing information from getting lost. This has resulted in a service that meets or beats customer expectations every time. The automation has also eliminated confusion and ensured that time-critical processes stay on track. Overall, the solution has streamlined the delivery of top-notch customer service.

Impact #1

The implementation of K2 Software has significantly improved FMG Support's operational efficiency. The automated workflows have eliminated errors and ensured that all requests, approvals, and information are routed correctly and in a timely manner. The system ensures that information is accurate and consistently passed to the right people at the right time, preventing information from getting lost. This has resulted in a service that meets or beats customer expectations every time. The automation has also eliminated confusion and ensured that time-critical processes stay on track. Overall, the solution has streamlined the delivery of top-notch customer service.

Benefit #1	Eliminated needless delays
Benefit #2	Automated document generation for incidents
Benefit #3	Achieved high-level customer service

Benefit #1

Eliminated needless delays

Benefit #2

Automated document generation for incidents

Benefit #3

Achieved high-level customer service

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Overview

Delivering Exceptional Customer Experience: FMG Support's Implementation of K2 Software

Operational Impact

Quantitative Benefit