According to the Bundesverband Betriebliche Mobilität, employees in fleet management spend around a third of their time processing damage and maintenance. With digital sharing software such as MOQO, you have a tool in hand that allows you to record damage clearly and process it quickly.
In addition, it's necessary to tailor your damage management to your operation in order to make use of your resources efficiently.
We have compiled tips from conversations with sharing providers on the MOQO platform to start right now within this article.
What is a damage?
Before we start, it makes sense to set a common definition for the term damage. The term describes damage to the vehicle that is more than wear and tear. Damage manifests itself in both visual and mechanical defects and requires repair to eliminate. At this point, damage differs from soiling, where cleaning is sufficient.
On the MOQO platform for example, drivers document the conditions of their own or a previous booking via the "Report damage" or "Evaluate vehicle cleanliness" functions.
We have arranged the following best practices according to problems and their solutions. For this purpose, we have compiled feedback on the most common challenges in claims management and the solutions offered by sharing providers.
Reduce manual effort
Claims management involves a great deal of effort and takes up time and resources. As mentioned at the beginning, it can take up to one third of working time.
The high effort is mainly caused by the fact that many parties have to cooperate within the claims process. Claims processing becomes inefficient as soon as responsibilities are not clear and processes cannot be handled smoothly as a result.
Identify patterns to reduce damages
If your claims management identifies recurring patterns of the same type, it pays to look more closely at the causes.
Sharing providers mostly solve new claims reactively, but not preventively. New claims are handled along existing processes, but the processes as a whole are too rarely analyzed. As a result, important insights are left untapped, which could help to significantly reduce costs.
Who caused a damage?
The person at fault is not always clearly evident in the case of new damage. However, this is precisely what is relevant in order to clarify the question of costs with the insurance company.
There are two reasons for this problem. First, if damage is not reported immediately after it occurs, it cannot be clearly attributed. Secondly, there are often no witnesses who can provide information about the perpetrators.
Uncover invisible damage
Mechanical damage, for example to the engine, transmission or brakes, which does not directly lead to vehicle failure, more often goes undetected. Undetected, this damage impairs road safety. If this results in an accident, not only the costs increase.
Such damage cannot be checked during the damage reconciliation process prior to booking, as the users do not have the time, equipment and know-how.
Avoid false damage reports
Due to missing or incorrect information in the damage recording, the processing of the damage sometimes turns out to be more time-consuming than necessary.
Users are often in a hurry before starting their journey and want to start as quickly as possible. The damage reconciliation should therefore be documented as intuitively and clearly as possible.
Deal with temporary vehicle failure
Vehicles are unavailable to users during maintenance. A lack of communication about this situation results in unnecessary queries and resentment, which lower your image in the long term and takes up your capacities.
A lack of communication between sharing providers and their users prevents the necessary flow of information. Especially when users have already booked a vehicle for the maintenance period and the booking is now canceled by you, clear communication is important to keep the annoyance on the user side as low as possible.