Our CEO, Jim Loughran, discusses how using recycled parts can help insurers address claims inflation and meet ESG objectives in this blog for Insurance Post.
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e2e Total Loss Vehicle Management [e2e], is proud to be the first and only organisation in the salvage and automotive recycling industry to achieve the BSI Customer Service Kitemark™. The process to achieve certification took place over a seven-month period, which concluded with a three day audit and incorporated all aspects of customer service including strategy, culture, resources, people, technology, customer feedback and complaints handling.
The UK’s only nationwide salvage and automotive recycling network, e2e is dedicated to raising industry standards and places customer service at the very heart of its proposition for clients. The company is committed to and audited against customer service standards and performance SLAs, ensuring a consistently exceptional customer experience. In a client survey undertaken in December 2021, when asked to rate their overall satisfaction with the service received from e2e, 100% of respondents stated they were satisfied or very satisfied with the service. In the same survey 100% of clients reported that they found e2e to be very or extremely responsive when dealing with queries and requests for information.
Jim Loughran, CEO at e2e said:
We are absolutely thrilled to be the first in the salvage industry to achieve the BSI Customer Service Kitemark™. We believe our focus on customer service is what sets us apart from our competition. Our network recovers 500,000+ vehicles per annum and customer service excellence is evidenced by a justified complaints ratio of <0.1%. We know that we represent our insurer clients’ brands when dealing with their policyholders and that their reputation is in our hands. We take that responsibility very seriously and as a network we are committed to customer care and removing friction from the total loss claims experience. We regularly seek customer feedback at an insurer and policyholder level, using it to benchmark our performance and achieve continual improvement.
Natasha Bambridge, Global Consumer Promise Practice Director at BSI said:
Congratulations to e2e Total Loss Vehicle Management for demonstrating that it is an organisation that puts customers first – the team should be very proud. Externally, achieving certification to the Kitemark™ will prove the organisation’s commitment to service excellence and internally it will help to embed a customer first culture. We look forward to working with e2e again in the future so that the organisation can continually improve on the service it provides to its customers.
Jim Loughran | CEO | e2e Total Loss Vehicle Management
https://moderninsurancemagazine.co.uk/a-salvage-industry-first/
Our CEO, Jim Loughran talks to I Love Claims about the increasingly volatile motor claims market and e2e's future strategies including digitalisation, ESG and attracting the right talent.
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Our CEO, Jim Loughran, talks to Modern Insurance Magazine about how strategic partnerships facilitate agility beyond the traditional supply chain model and how to ensure a consistent customer experience across all the channels in a partnership.
e2e wishes SYNETIQ well in this new venture and welcomes the clarification that the CMA announcement brings for all parties. The new ownership makes it inappropriate for Synetiq to remain part of the e2e network and the company’s membership status will be withdrawn. Discussions are already underway with the SYNETIQ management team to plan and agree related logistics; ensuring a professional and seamless end to the company’s collection and processing of total loss vehicles on behalf of e2e.
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The last year or so has seen two trends emerge in the motor sector; global car parts supply shortages, plus the rapid acceleration of the Net Zero agenda. Add in a dollop of furlough cash and some bounceback loans and what do you have? Rising demand for clean, low miles, used cars. Brits have been on a used car buying spree since lockdown became a way of life, which has driven secondhand vehicle prices up by 55% in some cases.
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e2e Total Loss Vehicle Management [e2e], the UK’s only nationwide salvage and automotive recycling network, rigorously audited against market leading performance standards, has appointed Martin Stevenson, as Chief Technical Officer [CTO]. The newly created position reflects e2e’s commitment to delivering service innovation to clients and network members, through the adoption of emerging technology and digitalisation…
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Our CEO, Jim Loughran, contributes to the discussion on ‘Intelligence: Getting FNOL right’ in this Insurance Post feature which examines how motor insurers might better ensure early notification of loss, to assist in controlling claims costs and improving customer experience.
Experts from across the insurance industry met late in 2021 to consider the perennial – and one of the most pressing issues facing the sector at the moment – total loss vehicle management. Despite around one fifth of all damaged vehicles ending up as total losses, it’s an often-obtuse area of the motor claims continuum.
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The value of second hand cars has rocketed, inflating settlement costs in total loss claims and making it hard for insurance policyholders to find replacement vehicles. We are delighted to announce that Inspire Claims has renewed and extended its partnership with e2e, to include accessing reclaimed parts, in order to reduce repair costs, help keep policyholders on the road and reduce its carbon footprint.
https://insurance-edge.net/2021/12/07/inspire-claims-extends-its-deal-with-e2e/
#totallossclaims #motorsalvage #reclaimedparts #customerchoice #customerexperience #customersatisfaction
e2e Total Loss Vehicle Management [e2e], the UK’s largest salvage and automotive recycling network, has appointed a new leader following Neil Joslin’s decision to step down after over four successful years with the business. Jim Loughran joins the senior management team bringing with him 30 years’ experience and a strong track record in effecting business transformation and servicing customers within technology-led organisations.
Reflecting the evolving market post-pandemic and anticipating future needs, e2e has embarked on a strategic commitment to harness the latest advances in technology and digitalisation to deliver service innovation to clients and network members. Jim’s career has seen him accountable for successfully leading technology-based change programmes, directing business operations and architecting customer experience across a variety of industry sectors for blue-chip brands including BT, Disney, ING Bank, QBE Insurance and Rolls Royce Aerospace. The transformative work begun by the e2e management team over four years ago which saw the company rebrand, expand its proposition, redefine its collecting network, embed infrastructure and processes to set industry-leading standards and increase its client base; firmly positions the business for this next phase of its development.
Martyn Holman, non-Executive Chair at e2e comments:
“The board, management team, staff and network members would like to thank Neil for his hard work and commitment over the last four years. Together with the management team, he has successfully primed the business to respond to numerous opportunities now arising in salvage and automotive recycling to the benefit of our clients and our members. We wish him well with his new ventures. It is extremely exciting to have Jim joining the team at this point in our strategic road map and there is a great fit between our ambitions for the network and his expertise. We have a number of technology-led initiatives to bring to the market in 2022 and Jim will add immense value. We are delighted to welcome him on board.”
Jim Loughran said:
“The salvage and automotive recycling industry is incredibly dynamic. The drive for greater supply chain and motor claims sustainability, the desire to reduce CO2 emissions and the electrification of road transport all present massive opportunity for e2e. As we rise to these challenges we will take advantage of the cost & process efficiencies afforded by new technologies in order to deliver additional benefits to our customers and members. I am really excited by what the future holds and looking forward to working with the Board and management team to build on the successes achieved to date.”
'The green parts market is maturing and further collaboration across the sector will pave the way to improved national access to supplies of green parts.' Our COO Neil Joslin contributing to the Green Parts Forum in the latest issue of Modern Insurance Magazine
We're celebrating National Customer Service Week by publishing the findings of our recent Customer Service Survey. 92% of 350 insurance policyholders contacted rated e2e's service as outstanding. The findings validate the consistent, market leading service standards delivered by our network of salvage and recycling agents and provide insights for additional customer care opportunities for insurers.
#customerservice #customerfeedback #customercare #NCSW2021
https://insurance-edge.net/2021/10/05/e2e-survey-reveals-52-are-happy-with-recycled-parts/
ILC ARTICLE
Rising Star Interview Sophie Trenouth – Data Analyst, e2e Total Loss Vehicle Management
Tell us about your role. What do you do, and what do you find most interesting about it?
I am a data analyst for e2e Total Loss Vehicle Management, a salvage and automotive recycling network which manages total loss vehicles on behalf of its clients, including insurers and fleet operators…..
‘The right to repair’ push presents an opportunity for the motor insurance market, its customers and the planet to win, but, it requires new thinking. Read what our COO, Neil Joslin, suggests as a way forward that reduces claim costs and supports competitive advantage in the Motor Forum running in the latest issue of Modern Insurance Magazine
Delighted to announce our partnership with Action 365 Ltd. Working with Sam White and her dynamic team presents opportunities to innovate and deliver services that can make a difference: boosting reputation and unlocking commercial value. We are excited for how this partnership will develop over time.
#innovation #reputation #customerexperience #salvage #totallossclaims #reclaimedparts
https://atfpro.co.uk/action-365-partners-with-e2e-for-salvage-management/
Our 'live chat' facility gives our clients and network members additional choices for how they want to communicate with us. Flexibility is a key part of our culture making us easy to do business with.
22 April 2021
NEWS RELEASE
Information security and continual improvement at e2e
Following two separate immersive assessments to ascertain the integrity of its information security management system and quality management system, e2e Total Loss Vehicle Management [e2e] has been re-certified to ISO 27001and ISO 9001.
The assessors noted that e2e had effectively maintained both its information security management system [ISO 27001] and quality management system [ISO 9001], demonstrating the ability to support the achievement of statutory, regulatory and contractual requirements and the company’s specified objectives, and during the testing and challenging times presented by the global pandemic. Particular reference was paid to senior management and staff commitment to the importance of information security and of driving continual improvement within the organisation; a strong value which was reflected in the management of e2e network members.
Graeme Beamson, Change & Compliance Manager at e2e said: “We are delighted to have been re-certified to ISO 27001 and ISO 9001. Information security is of the utmost importance for us, our clients and their customers and our information security management system underpins our commitment to maintaining the highest standards. We are delighted to have been commended for the level of information security awareness throughout our organisation. Our quality management system is integral to our delivery of professional products and services and also sits at the heart of our business processes. Again to have received such a positive assessment with no recommendations for areas of improvement is testimony to our quality commitment to our clients and our network members. We are the largest salvage and automotive recycling network in the UK made up of carefully selected and managed progressive and professional members who work to exacting standards. We aim to be the provider of choice for the market.”
Our Client Services Team Manager, Claire Greenall, has been profiled by I Love Claims as a rising star in the claims industry. We feel lucky she chose to work for e2e 24 years ago and she is a highly valued member of our management team today.
#leadershipdevelopment #teamwork #teamplayer #leader #performancemanager #proudofourpeople
