Johnsons Fleet Services: Launch of support centre brings teams together

The evolution of Johnsons Fleet Services continued during the Covid-19 pandemic with the achievement of a major milestone which underlined its ability to continuously adapt and grow to record-breaking levels, even in extreme circumstances.

In July, the Tamworth-based dealer group’s fleet team moved into its dedicated, 10-acre facility, accommodating a growth in staff numbers year-on-year of around 50% and a record number of fleet sales at more than 14,000 units. It is home to fleet admin and sales, vehicle prep, multi-fuelling capacity, smart repair, corporate customer hosting facilities and vehicle demonstration areas and can accommodate more than 15,000 vehicles per year.

Earlier this year the company was voted Fleet Dealer of the Year in the Fleet News Awards. We spoke to the head of fleet operations Louise Baker.

Fleet News: What does the new centre mean for the business?

Louise Baker: A collection of important factors, but primarily bringing teams together – sales, admin and aftersales – in the same facility makes a massive difference in terms of our efficiency. It has also allowed us to meet the growing demands for electric vehicles (EVs) among our customer base with the access to more than 40 EV charging units. It also gives us the capacity to process a number of vehicles beyond the record numbers we have achieved in the past year.

FN: Have you been affected by the lack of vehicle supply caused by the global semiconductor shortage?

LB: To a degree. The supply of vehicles hasn’t negatively impacted orders. But supply in this quarter has significantly reduced, meaning our order bank is much higher than it would normally be. We now talk to customers a lot earlier than we would normally about their vehicle change. But this issue hit in July/August and now it’s a recognised issue in the public and in fleet, customers acknowledge they will have to wait longer when they put in their order. It just means the excitement of a new car lasts longer!

FN: Has EV growth in popularity been tangible?

LB: It’s growing quite significantly as the proportion of EVs in the market increases. Our provision of charge points is an acknowledgement of this. Johnsons has also completed an acquisition of a Midlands’ group, Autosales, which will add Suzuki to our franchise mix and its electric product should suit the public sector.

FN: Have you seen an increase in salary sacrifice customers, as the low CO2 levels of EVs make them more attractive to drivers by limiting BIK?

LB: Not at this stage. The constant uncertainty around the possible changes to tax legislation means people remain reluctant to move out of a company car, which is a fully managed product, with the convenience that entails.

Baker preferred not to talk about latest developments in the business (saving these for her 2022 Fleet News Awards entry), but, when asked if the business had been transformed by the past two years’ upheaval, she said no, adding: “It’s evolved and yet evolution is constant in the business in an industry that has to. From one year to the next our business is never the same.”

Market forces and new laws are constant factors in this, but Johnsons remains recognisable to the people that work there, the company ethos and the determination to maintain a business that “can afford to support really high levels of customer service”, Baker said.

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Johnsons offers a fleet service akin to a retail buyer in terms of customer care and aftersales support. It remained open during all three lockdowns to support its customers and is continuing to improve its services by investing in a new fleet support centre. Judges also praised its offer of free electric charging for NHS workers during Covid.