From transition to transformation in Accident Services
At Lex Autolease, we know that moments of crises - especially those involving vehicle accidents - demand more than just process efficiency. They demand empathy, speed and absolute clarity.
That’s why, in September 2023, we agreed to one of the most significant operational transitions in our history: moving our accident management services to FMG, a specialist provider with a robust national network and cutting-edge repair and claims infrastructure.
The team didn’t make the decision to outsource lightly. For many years, Lex Autolease delivered its accident management services in-house. Our customers were familiar with our people, our processes and our hands-on approach. But as our fleet grew - reaching over 103,000 vehicles - and the complexity of services increased, we saw the opportunity to scale and evolve through partnership.
“We were proud of the in-house service we’d built,” says Sarah Harper, Customer Relationship Manager at Lex Autolease. “So naturally, customers had some apprehension. Our job was to make sure they understood not just what was changing, but why it would ultimately benefit them. That spans a broader range of garage networks to an improvement on vehicle off-road times.”
A complex transition at scale
The scale of the migration was unprecedented. By 7th September 2023, we moved more than 750 corporate customers and more than 100,000 vehicles. As David Healey, Senior Supplier Manager at Lex Autolease recalls: “It was emblazoned in my brain. This wasn’t just another supplier handover. It was a full-scale transformation of how we supported customers at one of their most critical moments - when things go wrong.”
Early challenges were inevitable. FMG could deliver volume, but they needed to learn and adapt quickly. They had to provide the bespoke, customer-centric service that Lex Autolease customers expected. “We quickly realised FMG had set up a more standardised service – which works well for many, but didn’t fully reflect the needs of our diverse and often complex customer base,” David explains. “We needed a more tailored approach.”
Embedding a customer-first mindset
Lex Autolease wanted to make sure service quality met expectations. They set up a structured "path to green" system. This system is a targeted improvement program that aligns with KPIs and customer feedback.
Amy Preston, Customer Journey Manager at Lex Autolease, played a central role: “We needed to be clear on priorities - what mattered most to our drivers and fleet managers. We broke down each part of the journey, from the first notification of loss to repair completion and ensured every action was driven by tangible outcomes.”
Early on, we engaged customers directly in the improvement process. From operational instruction reviews to regular face-to-face meetings with FMG’s account teams, Lex Autolease made sure the customer voice was front and centre. “That transparency built trust,” says Sarah. “It wasn’t always easy, but we were honest about the challenges and proactive in showing how we were tackling them.”
Turning a corner
By October 2024, just over a year after the transition, the hard work began to pay off. “Early October stands out,” recalls Amy. “It was the first time where we could really see the green shoots - higher NPS scores, improved vehicle off-road performance and stronger stakeholder confidence.”
Data told the same story. Average repair costs dropped by around 6% compared to the market average. Vehicle off-road times fell significantly - sometimes to best-in-class levels. Customer complaints reduced. Relationship surveys showed stronger sentiment. FMG, for their part, responded with flexibility, adjusting internal structures and dedicating trained teams to manage Lex Autolease cases.
Smarter tools, better communication
One of the key gains from the partnership has been the technology uplift. FMG introduced a Driver Portal that provides real-time visibility for drivers throughout the repair journey - from logging an incident to tracking vehicle status. “That kind of transparency is a game-changer,” says Sarah. “It reduces anxiety, cuts down on phone calls and empowers drivers with the information they need.”
Customers also now benefit from an enhanced fleet portal, allowing for better data visibility, invoice access and operational oversight, all in one place.
Lessons learned
Reflecting on the transition, all involved agreed the experience was a learning curve – not just for the business, but personally.
“It was probably the most challenging 12 months of my career,” Sarah admits. “We learned a great deal, especially about the importance of being transparent about the scale of change and its impact on our customers. On a personal level, it helped me grow and adapt, and it reinforced the need to be realistic in our commitments, especially when handling such major changes."
Partnership, not just procurement
While the transition may have started as a supplier change, it quickly evolved into something more. “FMG became a true partner,” says Amy. “They listened, they adapted and they were willing to be challenged, all in the name of delivering for our customers. That’s rare and valuable.”
With the dust settled, the service has now stabilised. Lex Autolease and FMG are focusing on what’s next: proactive cost management, even faster repair cycles and continuous customer engagement. “We’ve laid the foundation,” says David. “Now we build on it.”
Sarah sums it up perfectly: “We’re here, we’ve made it through and most importantly our customers are starting to see the benefits we promised.”