Integrated customer service offering
We enable customers to best manage their
changing mobility needs.
Our mobility platform allows us to provide the most responsive and tailored service to customers, fleet drivers and policy holders.
Focus
Our focus on integrated customer service, combined with nationwide coverage and tailored and responsive solutions, is a key differentiator.
Solutions
We seek to provide meaningful insights and exceptional customer service from a single vehicle to whole fleets.
These are increasingly technology-enabled solutions which allow customers to manage their mobility needs through the most convenient and efficient routes which minimise operational friction.
Case studies: our integrated mobility in action
Customer First is Northgate’s commitment to delivering an exceptional experience for every customer, every time. It’s a business-wide approach that places the customer at the heart of everything we do.
We introduced 5 touchpoint surveys at key stages of the customer journey. These focused surveys – delivered by text, email or QR code – enable customers to share their feedback in real time.
This helps us act quickly to improve their experience and celebrate what’s going well. The cornerstone is the Customer First Charter, setting out the behaviours we all commit to, in order to build stronger relationships and deliver meaningful outcomes.
It is also about empowering our colleagues and we introduced Customer Champions across the business. These colleagues are passionate about customers, helping to share ideas, raise issues, and drive local improvements. Our Customer First Awards recognise and celebrate the impact our people are making, honouring those who go above and beyond to deliver for our customers. Our Annual Conference is an opportunity to reflect on progress, share best practice, and build momentum around what matters most: our customers.
With a 46-point increase in NPS, we have made meaningful progress in our customer experience strategy, but it is a continuous process to enhance service quality, listen to feedback, and proactively address customer issues.
Working with our insurance partners to enhance out-of-hours support to policyholders.
Hear how we have expanded our support to help ensure 24/7 contact centre support to policyholders of a broad range of partners’ normal working hours.
Across the UK&I Northgate rental businesses, customers are now able to access a broader range of mainstream and specialist vehicles and advice through a single account platform.
The ‘One Road’ initiative was introduced to give group customers access to all products and services from all our brands through one route, dealing with one account manager and receiving one invoice.
This was achieved though introducing new and more consistent processes to allow customers better access to all products and services. We introduced new T&C’s, designed consistent vehicle specification sheets and refreshed all websites to reflect the full product and service offering.
Sales engagement sessions helped share knowledge across brands, provide specific product training and to ensure all colleagues were empowered to supply the whole service offering with confidence and deliver exceptional customer service. The initiative sought to leverage the combined expertise within the brands and encouraged initiatives such as introducing new fleet products such as MEWP ‘cherry pickers’, electric traffic safety cars, ARB tippers and HGV refrigerated vehicles.
Customers benefitting from simplified access and broader product range have been from across Northgate’s ‘mainstream’ and specialist vehicle brands, allowing us to supply over 275 additional vehicles to 20 different customers in FY2025 and successfully participate in a number of RFPs seeking broader capabilities.
Broadening our service channels for claims and repair customers.
We are providing greater options for customers as to how they communicate with us, as we embrace one of the key structural trends driven by increased digitalisation.
While at the time of an incident, most prefer to talk to our contact centre colleagues, there is an increasing preference to be able to manage engagement online as the claim process progresses. FMG ‘Connect’ is our middleware application focused on developing a digital platform providing a unified communication solution – allowing customers the ability to manage their claims both online and through voice with the same information and high level of customer service.
This platform provides a more convenient and efficient way for customers to interact with FMG, improving response times and overall satisfaction. Features include providing updates on vehicle repairs, direct message, provide images, allowing customers to book or terminate hire vehicles, and including an FAQ section tailored to specific brands and other relevant information without having to call. Current usage statistics suggest that around 40% of customers post incident occurrence use the FMG Connect platform, with high usage rates across customer solutions groups of fleet, commercial and personal line insurance claimants.
Our focus on enhancing customer service experience.
Hear how we look to use our feedback surveys to improve the customer journey and develop new features.
