reputation for high levels of customer service and retention
culture instead of the boom-and-bust mentality that has
traditionally been associated with the industry.
Network, a UK funding provider to fleet brokers, has commented that
there are signs that a shift may be on the horizon. Small fleet
customers may also benefit from a range of extra services normally
reserved for bigger lessees.
Jo Elms, brand director of Network, said the company has witnessed
a change of tone from many of its leading brokers. “There are major
players in the industry that are turning their eye away from piling
on masses of new business, focussing instead on retaining
contracts.”
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The shift has been attributed to a mix of big-fleet thinking in
smaller businesses and the rise of more professional brokers with
their eye on longer term relationships with customers.
Green fleet consultancy and accident management are among the
services that may be offered to customers with a fleet smaller than
ten vehicles.
Elms commented: “Cost will of course always be important, but the
best brokers are now properly laying out the benefits of extra
services to their clients. This enables them to generate real
value, not just the cheapest short-term solutions”
Nikki Cann, associate director of the NACFB said that although many
of their members have been in the habit of building relationships
with clients for some time, there is still a need for a shift to a
‘retention culture’. “There is definitely a push from both
inside and outside the industry for a bit of a ‘clean up’
operation,” she said.
Elms said that although a revolution was not imminent, the
situation looked promising. “The classic ‘bedroom broker’ still
exists and there are still major challenges ahead, but there are
pockets of the marketplace where the tide is beginning to turn,”
she concluded.
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