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Future Freight Networks : Yearbook 2016
46 COMPANY PROFILE X COMPANY PROFILE NRMABusiness Motoring is setting new benchmarks in heavy-vehicle roadside assistance, reducing costs and risks for business, and helping keep freight moving. By leveraging its world-class expertise in car assistance, NRMA Business Motoring has innovated heavy-vehicle breakdown support across Australia. In doing so, it has given companies better options to protect their fleet, workforce and delivery deadlines. Leading companies are using Heavy Vehicle Assist – NRMA Business Motoring’s unique commercial-vehicle protection for trucks (12 tonnes and over) – to ensure that there are clear policies and procedures if a breakdown occurs. ‘We are pioneering roadside assistance for heavy vehicles,’ says Matthew Beattie, head of NRMA Business Motoring. ‘Some companies may not have considered NRMA for heavy-vehicle roadside assistance, simply because we are known mostly for helping out with passenger vehicles. But we are delivering outstanding results and changing how companies view heavy-vehicle support across their fleet.’ A customer-led innovation Beattie says NRMA Business Motoring’s rapid-response national solution was developed in response to customer requests. ‘Some of our customers came to us asking if we could extend the roadside assistance we provided to their company cars to their light trucks, vans and heavy vehicles. They were either managing it in-house or Googling a provider – not a robust or safe solution. They wanted a service that was fast, comprehensive and cost- effective, and gave them peace of mind with heavy-vehicle breakdowns. We listened and responded.’ NRMA Business Motoring launched a pilot program for heavy-vehicle support in 2010. It spent the next two years developing an Australia-wide network of commercial-vehicle mechanics and other experts. Then, it provided training and equipment to upskill its renowned roadside patrol team, to ensure that they could support commercial vehicles. After three years of testing and refinement, a full service was launched in 2013. The result: an unparalleled network of more than 5000 mechanics on standby who can assist commercial- vehicle breakdowns nationwide. Beattie says NRMA is the only credible supplier that provides an end-to-end solution of breakdown assistance for any business vehicle. ‘No other supplier comes close to the breadth or depth of NRMA’s network or expertise in this area. Logistics is all about scale, and the same applies to roadside assistance for heavy vehicles.’ NRMA’s scale means that it can respond to all types of heavy-vehicle breakdowns – anywhere and at any time – in 40 minutes or less (on average). By drawing on the right expert for the right job, NRMA mobilises an average of 93 per cent of heavy vehicles on the spot, meaning less lost freight time for companies and fewer costly towing bills. Solving a serious logistics problem Through its industry discussions, NRMA Business Motoring recognised that many companies had an ad hoc approach to heavy-vehicle roadside assistance. They reacted to vehicle breakdowns, rather than proactively planning for such an event. Although heavy vehicles are more reliable these days, they are still prone to battery failure, punctures, driver lock- outs, fuel problems and other mechanical issues. And they are too valuable to be left unnecessarily idle due to a breakdown. NRMA Business Motoring found that some companies did not have clear policies for heavy-vehicle breakdowns, but relied on a network of small suppliers or their own workshops, or searched online for mechanics when breakdowns occurred. Others relied on roadside-assistance services provided by heavy-vehicle manufacturers. But that usually required vehicles to come from the one manufacturer, and the approach did not suit fleets with different makes and models. NRMA Business Motoring takes heavy- vehicle roadside assistance to a new level National solution provides quick response times and mobilises most trucks on the spot. 500539E_NRMA I 2242.indd 24 9/05/2016 2:22 PM