1link Service Network helps RAMP meet increasing demand for national warranty repairs

Increasing demand for claims repairs on a national basis has seen motor warranty provider RAMP adopt 1link Service Network to meet the needs of its 135,000 plan holders and access online those repairers who are members of a pre-existing, high quality, nationwide network.

Serkan Obuz, Managing Director at RAMP, explained that more used cars were being bought by motorists who live further away from the supplying garage or from digital entrants to the market who did not have premises, so the need for national coverage was growing.

“In the past, when dealing with warranty claims that created a requirement for a repair, we would normally refer the customer back to the garage from which they bought the vehicle.

“However, in a market where more and more vehicles are bought online – something accelerated by the general process of digitalisation seen during the pandemic – that may mean a journey of hundreds of miles, so there’s a requirement to find suppliers closer to home.

“We needed an answer to this problem that provided us with effective processes for handling repairs nationally and in 1link Service Network, we have found an excellent solution.”

He explained that using 1link Service Network provided an extensive range of benefits.

“We get immediate national coverage of garages with pre-negotiated rates that are billed to us on a single-invoice basis, making processing payments very easy.

“Motorists who have made a claim can book in their vehicle online, which massively reduces call volumes for us, and has allowed us to digitise a number of key processes. Also, we are able to access extensive reporting through 1link Service Network.

“The launch and implementation was easy and the system integrations that have been put in place are working well – when a new customer is added to our CRM software, they are synced into 1link. We’re looking to integrate authorisations in the future, too.

“Overall, we have accessed significant process and cost savings, while improving our service to both the car retailers with which we work and the motorists covered by our warranties.”

“We are very much using the epyx platform to drive general digitisation of our business and create a change of culture both at our head office and among our dealer and repairer partners,” Serkan added.

Marc Lees, Head of Business Development at epyx, said that 1link Service Network was growing in popularity among warranty companies as a means of meeting their repair needs.

He explained: “1link Service Network was actually designed for fleets to manage their service, maintenance and repair (SMR) needs, and is used on that basis to look after four million cars, vans and trucks.

“However, the claims processes used by most warranty companies closely mirror fleet SMR procedures, so the platform works really well in that context. It is all about starting a repair job, finding the right repairer and managing the process at the right quality, cost and speed.

“The warranty companies that we are now working with very much want to make improvements in this area to enhance customer service, control spending, confirm repair standards, and ensure timeliness. They are looking to technology to make these advances.

“We’re very pleased to be working with RAMP in this way. They are a very forward looking company that has an excellent reputation among dealers and it is a pleasure to welcome them to the 1link Service Network community.”

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