Kwik-Fit to launch fleet specialists to grow SMR

Kwik-Fit Fleet is stepping up its bid to win more service, maintenance and repair business by launching a fleet specialist network.

Likely to be launched in the first quarter of next year, the operation will comprise of 250-300 outlets from Kwik-Fit’s 670-strong network, according to new Kwik-Fit Fleet managing director Peter Lambert.

He describes the move as “the start of a new era” for Kwik-Fit Fleet. SMR will supplement its lower margin tyre business and replace the gap left by exhaust sales that are falling by 15% a year.

“These fleet specialist centres will have a culture where the staff understand the requirements of company car drivers,” Lambert told Fleet News.

That means meeting and greeting drivers, ensuring parts are available and delivering a high level of service.

Cars will be overseen by Kwik-Fit Master Technicians, while drivers will be able to wait in wi-fi enabled reception areas with TVs and refreshments.

The concept is intended to replicate the service offered by franchised dealers and the trend for manufacturers to appoint fleet specialists.

Kwik-Fit will invest in its MOT and servicing facilities, adding more ramps, and in its IT system.

It has recently revamped its invoicing system which means centres can now carry out servicing to manufacturer standards for the first time.

“This will be rolled out towards the end of this year and next year – it will be a big growth area for us,” Lambert said.

Online tyre booking and ordering, already available to private motorists, will be rolled out to fleets while online service booking will also be introduced shortly.

“Customers want their car repaired correctly, quickly and at a price that gives value for money. If we can do this, we will get their business,” Lambert said.

“They know that we provide value for money. Now it’s about our ability to delivery an excellent service.”

Lambert also anticipates growing the MOT business. Kwik-Fit will carry out more than 800,000 MOTs this year, just over 3% of the market, but has capacity for two million a year.