WNS Repairer Network

WNS Assistance currently contracts a network of over 300 repairers, to service all types of vehicle. 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.

Our team of field-based Network Mangers are responsible for implementing and maintaining relationships with repairers, using our comprehensive scorecard model to monitor performance. This continuous assessment programme offers evaluation based on criteria set to meet the values of the customer base, such as compliance with service levels, adherence to client agreed parts policies, customer satisfaction score, average off-road times and the safe disposal of waste materials.

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, while “Silver” are channelled work on a secondary basis. “Bronze” repairers are visited by their Network Manager to identify reasons for their score and agree an improvement plan. 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.