Enserve case study

Northgate serves up aquality solution for Enserve

Enserve operates a portfolio of utility brands, including Freedom Group, Metro Rod, H2O Water and Meter U. The company runs in excess of 1,000 vehicles across the UK, and currently sources 450 vehicles from Northgate on a long term fl exible rental basis. The vehicles range from Peugeot Partners, Crew Vans and Tippers to highly specifi ed Mercedes-Benz Sprinters with bespoke heavy duty racking systems.

Before working with Northgate, Enserve’s fl eet was mainly comprised of contract hire and lease vehicles, in part due to a perception of rental being a short term vehicle solution. This meant Northgate had never been considered as a viable option for long term vehicle acquisition. However this changed as Enserve was forced to consider their operations. The company felt restricted by having the majority of their fl eet on long term contractual agreements, which caused problems when needing to respond to changes in contracts or when winning new business. For this reason, Enserve was keen to add fl exibility to its fl eet. Enserve’s Group Fleet Manager, Paul Brown had previous experience of dealing with Northgate and was a real advocate of the benefi ts of long term rental.

“For me, the benefi ts of using long term fl exible rental were clear. The critical point was that Northgate could offer the same

vehicles, at the same price and with the same equipment as contract hire or lease, but with the added benefi t of fl exibility,” said Paul.

“I was confi dent that Northgate could deliver signifi cant cost savings for Enserve, especially as the existing vehicle acquisition strategy was outdated. Contract hire was too constricting for the nature of our business.”

Flexibility

For Enserve, winning new contracts requires adding to its fl eet by large numbers of vans very quickly. In some instances, in a matter of days. It was found that Northgate could provide the logistical support to source a

Enserve Group, a leading provider of infrastructure support services to the utility sector, has made signifi cant operational improvements and fi nancial savings through partnering with Northgate.

“”You can have the best engineers on the job and the best tools for the job, but if you can’t get the engineer to the job it is pointless.

Paul Brown, Group Fleet Manager,

Enserve Group

Enserve’s fl eet was mainly comprised Paul Brown Group Fleet Manager, Enserve Group with Rebecca Sutherland, Northgate National Strategic Account Manager

high volume of additional vehicles to a bespoke specification with a shorter notice period. Something that other suppliers struggled to deliver. Having these vehicles ready on time to mobilise contracts was a crucial element for Enserve.

“The vans are as much a tool to get the job done as the toolbox. You can have the best engineers on the job and the best tools for the job, but if you can’t get the engineer to the job it is pointless.” said Paul.

The unpredictability of some contracts could also lead to expensive termination penalties for Enserve under contract hire and lease arrangements previously in place. “Our client contracts often last three to four years, so it was thought that leasing was a suitable solution for this. However, the requirements of a contract can often change partway through – meaning a completely new set of vehicles being needed to finish the job, or the contract being terminated early.

“With no room for manoeuvre with contract hire or leasing, we were stung on early termination fees to get the freedom we needed to adjust the fleet to changing business needs. Under Northgate’s flexible rental agreement, vehicles can be handed back without penalty, making it a perfect solution to the flexible element of contract work.” Paul continued.

Northgate’s flexibility and reactiveness around vehicle supply

reflects well on Enserve, with clients impressed that Enserve can adapt its fleet quickly. One contract win in particular for Thames Water meant Enserve had to mobilise 60 vehicles within a one month turnaround time, complete with semi cap and livery. Northgate provided the logistical support to deliver the fleet requirement in time for Enserve to begin this lucrative contract.

The personal touch

Front end service delivery from its vehicle supplier was an important factor for Enserve, something that was lacking from past partners. From hire desk staff in the branches to the dedicated Customer Support Centre team, technical staff and Account Managers, all Northgate employees are focused on delivering to customers’ needs and expectations.

With one main point of contact and a focus on face to face meetings, service levels are unrivalled. The customer experience was much more personal than Enserve had been used to, where they would be passed to a ‘faceless’ dealer.

“You get a personal touch and a point of contact at Northgate. It makes a world of difference.” Paul commented.

“They focus on the end user, so our drivers have their own contacts within their local Northgate branch right across the UK, with no need to go through the Transport Department.

“The benefit of the strong customer/supplier relationship between Enserve and Northgate is felt right across the business.”

One stop solution

The size and scale of Enserve’s fleet meant a holistic fleet management solution was required, something Northgate was able to deliver as part of the package. Northgate provides a range of elements for Enserve’s fleet; from vehicles, trackers and speed limiters to a management information portal to host vehicle data. The end result is a seamless experience for Enserve.

“Dealing with one supplier for any requests or issues saves a lot of hassle. Removing the ‘blame culture’ around having different elements of the fleet sourced from different suppliers, should something go wrong.” Paul commented.

A management information system was identified as a critical requirement for Enserve’s fleet and something that Northgate could offer through the Northgate MI portal. The portal hosts Enserve’s vehicle management information, giving them improved visibility of its fleet whilst keeping costs low, as it was included within the long term rental package. To have outsourced through a third party supplier would have cost Enserve around £10,000 per year.

Like many other major fleet operators, Enserve takes reducing its CO2 emission seriously and uses ancillary Northgate products, such as

“” You get a personal touch and a point of contact at Northgate. It makes a world of difference.

Paul Brown, Group Fleet Manager,

Enserve Group

“” In total, we’ve saved around £20,000 per year since fitting the Northgate Vehicle Monitoring product

Paul Brown, Group Fleet Manager, Enserve Group

No contract. No commitment. No risk.

t: 0844 230 7705northgatevehiclehire.co.uk

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vehicle tracking and speed limiters, to measure and control fuel consumption. Through using these tools to influence driver behaviour, the company has reduced its CO2 emissions as a result.

Northgate’s vehicle tracking system, Northgate Vehicle Monitoring, has allowed Enserve to reduce idling time and speeding incidents by providing reports on which drivers trigger these incidents. Northgate Vehicle Monitoring has also been used to monitor journey times, routes and the use of vehicles for non-work journeys. This has reduced the cost of overtime claims, wear and tear on the vehicles and fuel spend. Through using Northgate Vehicle Monitoring data to advise drivers on smarter techniques to reduce fuel spend, Enserve has been able to channel the cost savings into creating a ‘driving league’ with rewards for the safest drivers.

“Not only does this encourage safer, more environmentally and cost friendly driving techniques within the team, it also boosts employee engagement and morale. We’ve made savings on reducing the frequency of repairs and replacement parts that are due to behaviour like harsh braking.

“In total, we’ve saved around £20,000 per year since fitting the Northgate Vehicle Monitoring product,” said Paul.

The benefits of scale

The use of Northgate’s national network of workshops for servicing, maintenance and non-fault repair means that Enserve can be assured of a high level of service thanks to the in-house technical expertise and FTA technicians.

Enserve also benefits from the free of charge replacement vehicles Northgate provides to drivers when dropping off their vans for servicing and maintenance. This removes the need to source spot hires, meaning

drivers and engineers can continue with their jobs, minimising disruption to the company’s operations. Enserve is also assured that the replacement vehicle will be large enough to transport the team and the tools. With lease suppliers, replacement vehicles were provided from within the dealer network, and drivers would often be handed an unsuitable vehicle, meaning they were unable to get to a job. This could heavily impact on the business’s ability to fulfil customer requirements.

“Northgate can do it all, from being able to provide short term rental when required, mobilising contracts through delivering bespoke vehicles on demand, to a long term rental package that includes any required extras such as Northgate Vehicle Monitoring, speed limiters and specialist equipment.” Commented Paul.

“The way that Northgate has responded to any challenges thrown at Enserve and maintained the cost savings it delivers to the business has given us full confidence in their service.

“For the valuable benefit of flexibility with the same vehicles, the same equipment and the same cost, why wouldn’t anyone choose long term rental?”

“” If the wheels aren’t turning, we’re not earning. The service that Northgate delivers ensures that downtime is minimised; they understand how critical our vans are to our operations. They help keep our operations operational.

Paul Brown, Group Fleet Manager,

Enserve Group