ILC ARTICLE

e2e sets customer service standard


e2e Total Loss Vehicle Management [e2e] has become the first and only organisation in the salvage and automotive recycling industry to achieve the BSI Customer Service Kitemark.

Accreditation followed a three-day audit of all aspects of customer service including strategy, culture, resources, people, technology, customer feedback and complaints handling, and enhances the company’s reputation for delivering an exceptional customer experience. 

A client survey in December 2021 found that 100% of respondents said they were satisfied or very satisfied with the service, while 100% said they found e2e very or extremely responsive when dealing with queries and requests for information.  

Jim Loughran, CEO, said, “We are absolutely thrilled to be the first in the salvage industry to achieve the BSI Customer Service Kitemark. We believe our focus on customer service is what sets us apart from our competition.  

“Our network recovers 500,000-plus vehicles per annum and customer service excellence is evidenced by a justified complaints ratio of <0.1%.  We know that we represent our insurer clients’ brands when dealing with their policyholders and that their reputation is in our hands. We take that responsibility very seriously and as a network we are committed to customer care and removing friction from the total loss claims experience.”

Natasha Bambridge, global consumer promise practice director at BSI, said, “Externally, achieving certification to the Kitemar will prove the organisation’s commitment to service excellence and internally it will help to embed a customer first culture. We look forward to working with e2e again in the future so that the organisation can continually improve on the service it provides to its customers.”

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