WNS Assistance currently contracts a network of over 300 repairers, encompassing motorcycle, car, LGV, HGV and specialist vehicle capability. They are strategically placed across the UK, each with overlapping postcodes to ensure national coverage and capacity flexibility whilst maintaining performance measures that introduce local competition amongst repairers.
WNS Assistance has six dedicated, field-based Network Managers. The Network Managers implement and maintain the relationships with the repairers, continually removing unsatisfactory performers and increasing the volume channelled to top scoring bodyshops. WNS Assistance prides itself in the ability to identify and channel work to the top performing repairers in the UK.
All repairers are performance evaluated and, in turn, work is distributed to the highest performing repairers. WNS Assistance operates a monthly performance-based supplier assessment programme with rolling 12 month averages. The performance evaluation criteria reflect the values of the customer base and will often include;
Each repairer is awarded a Gold, Silver or Bronze accreditation in line with their score. ‘Gold’ repairers receive work up to their defined WNS capacity, ‘Silver’ are channelled work on a secondary basis. ‘Bronze repairers are visited by their Network Manager to identify reasons for the low score and agree an improvement plan. If improvement is not forthcoming – the repairer is withdrawn from receiving additional repairs. All performance results are published to the entire network which invokes local competition for volume and the associated ‘Gold’ status.
Using this approach, WNS Assistance has managed to increase the number of repairs going to its repairer network by more than 7% since inception. Moreover, with a disproportionate number of repairs going to Gold repairers, overall standards have risen, while costs and customer complaints have fallen.