One of the UK’s largest motor retailers, Lookers, has selected AX to offer its customers a seamless accident aftercare solution. The partnership, which has been integrated at 129 Lookers dealership sites and seven bodyshops, will boost bodyshop revenue and increase customer retention through improved service levels.
Established in 1908, Lookers is among the top three car dealer groups in the UK and represents 32 brand partners. The company’s accident aftercare solution, developed and managed by AX, will provide its customers with timely assistance in the event of them being involved in a collision to ensure they receive rapid repair deployment and mobility as quickly as possible.
The partnership has commenced with AX’s account management team delivering dedicated support for its ‘in-house developed’ technology which enhances the onboarding process of Lookers staff. This has included comprehensive in-person and virtual training for Lookers employees, focussed on a unique hot-key customer transfer service. Lookers’ employees will also be provided access to Beacon, a live portal offering a digital window to all customers utilising the service.
Duncan McPhee, Chief Operating Officer at Lookers, said: “We are delighted with the appointment of AX as our accident management partner and we look forward to working closely with them to further enhance our customers’ ownership experience through exceptional customer service and support during what can be a complex and stressful time following a motor vehicle accident.”
As well as new and used vehicles from volume and premium brands, Lookers is increasingly focused on its electric car offering as demand for zero emissions, plug-in vehicles surges. Under the terms of the agreement, Lookers will also benefit from AX’s comprehensive service for electric car drivers. The accident aftercare expert, which also provides technology-based fleet management and vehicle protection services, launched AX Electric earlier this year, a new service that guarantees electric replacement vehicles for EV owners following an accident.
Duncan McPhee added, “It is also brilliant to see the inclusion of electric cars in AX’s offering, as it ensures that the rapidly growing volume of electric car owners will be cared for. We forecast that the adoption of electric cars will be exponential over the next few years, which makes it even more important that customers who have made the transition to these incredible vehicles do not have to take a retrograde step.”
Scott Hamilton-Cooper, Director of Sales and Operations for AX, said: “Lookers has been at the forefront of motor retailing for a very long time and the company’s customer-service focused approach is very much a core value at AX. Through this significant partnership, we expect to help enhance the brand even further by ensuring that Lookers customers experience the absolute minimum of disruption following an accident.”
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