a new era in vehicle maintenance assurance

the trouble with garages today

In today's fragmented industry of manufacturer's dealerships, specialist outlets, general independents and fast-fits, the company fleet manager will encounter varying standards of workmanship, professionalism and customer care. How can consistency of quality and pricing be ensured in such an environment?

In 1991 Fleet Support Group identified the need to bring together like-minded suppliers to share a vision of service consistency and a goal of increased customer satisfaction. The result has been a partnership network of suppliers that retains individual thinking yet introduces national standards of compliance that delivers the same job at the same price anywhere in the UK. Now, however, there is an even greater need to improve the supplier network.

the Masterserve concept

Even before the Office of Fair Trading's announcement to introduce a programme of garage monitoring, Fleet Support Group had been implementing ways in which to overcome the image of the independent garage as a potentially unreliable supplier to the motorist and the fleet manager. Although all suppliers are monitored as a matter of course, it was felt that the time was right to demand an even stricter level of service from the network - and to let customers know about it.

Strict membership processes are applied and, once approved, garages are allowed to display the Masterserve identity.

Masterserve is a brand that is synonymous with quality assurance, reliability and professionalism both inside and outside the industry. It gives the independent garage a new credibility by providing a professional image as well as incorporating new management processes such as the Masterview remote visual verification system. All Masterserve outlets are continuously monitored thereby ensuring a reliable service to the consumer, whether they be private or fleet.

a new standard for maintenance assurance

To become Masterserve approved repairer, a supplier must have traded with Fleet Support Group for at least 2 years. It must show commitment to a 'partnership' relationship with both Fleet Support Group and its customers. It must also meet new standards of equipment, facilities and communications, such as electronic trading, internet access and remote visual verification systems like Masterview. And it must also adhere to the Masterserve Fair Trade Charter.

All Masterserve outlets receive, in addition to monitoring, support in all areas of their business. Fleet Support Group's goal is to build long-term supplier relationships that can satisfy increasing demand.

MasterServe is the future for reliable suppliers.