Simon Hunt, commercial and services director at National Windscreens, recently spoke with Modern Insurance Magazine about the importance of fostering relationships with insurance partners, establishing a competitive edge and how best to communicate our offering:
- How are you building stronger and better customer relationships at National Windscreens?
Our strategy is to be flexible and ready to adapt to an ever-changing landscape, whether its challenges regarding technology, global conflicts, consumer duty, climate change, or meeting the evolving expectations of the customer.
We work closely with each of our customers to understand their unique situation. This collaborative approach allows us to build a bespoke arrangement to suit their demands and priorities, supporting in achieving their internal KPIs by setting goals, identifying gaps and measuring the progress. This approach is crucial to becoming aligned with the customer and building long-term relationships.
The sales teams share performance and industry insights, adding significant value for the customer. This proactive method fosters alignment and nurtures long-term relationships. Our focus is on enhancing our proposition by building trust and providing sustainable solutions for our customers, reinforcing why National Windscreens is the supplier of choice for fleet and insurance.
Staying ahead of the competition
- How are you helping the sales team to nurture the competitive edge needed to win new business?
To nurture the competitive edge needed to win new business, our sales team leverages extensive industry experience, and the recent alignment of our business, to deliver significant benefits to customers.
The sales team can utilise the wealth of information from across the business, particularly in areas such as sustainability and technology, to inform prospective customers about the achievements and ambitions of National Windscreens. This flow of information is essential and provides a solid foundation for tenders and meetings.
We have recently strengthened our sales team with key appointments, including Sarah Marvell as Key Account Director and Mark MacKenzie as UK Regional Sales Manager. Sarah has over 15 years of industry experience in fleet and rental and Mark has managed fleet accounts with National Windscreens for 14 years. These additions enhance our team’s ability to provide expert service and build strong customer relationships.
Our regional accounts team boasts a collective 136 years of service at National Windscreens alone. This specialist knowledge gives our customers confidence that we can their needs, and that we possess local knowledge with national reach and capability.
- How do you accurately and effectively communicate your value proposition to prospective clients?
We see ourselves as an integral extension of the client’s business. The sales team works closely with ESG manager, Craig Gibson, to showcase our comprehensive approach to sustainability, providing knowledge and expertise. The Sustainability Report clearly demonstrates our commitment to reduce emissions across Scopes 1, 2 and 3, It sets the standard for the industry and provides a roadmap for both National Windscreens and the client.
Data is crucial in conveying our message. For example, the award-winning customer journey on the website has a customer satisfaction rate of over 98% according to the web booking satisfaction score.
The booking process has been streamlined through constant feedback from our partners in fleet and insurance. It boasts market-leading artificial intelligence that provides an instant decision on whether a windscreen can be repaired. This depth of information regarding the customer experience is instrumental in demonstrating the value of partnering with National Windscreens to our insurance customers.