We talk to Paul Probert, Operations Director, about how customers continue to benefit from the personal service, efficient production processes, optimal resource utilisation and cost-effective solutions we provide at Holman.

The relationships we develop with our customers are critical to the Operations function. If you have happy customers and happy employees delivering the right solutions for those customers, you will continue to build loyalty.

Implementing the right operational infrastructure is key to providing a robust and flexible delivery service that is efficient, streamlined and of the same quality and standard every time.

 

Why is the operational function important to help customers achieve their strategic objectives?

For many of our customers, fleet management and all the elements that come with that are not necessarily core to their business – they need a fleet of vehicles to operate, but that is an external add-on to what they do. They rely on our expertise, insight, and problem-solving experience in the industry to lead the way so that they can focus on what they need to focus on, reassured that everything else is in safe hands.

The amount of innovation and digitisation of operations also provides a real opportunity for us – empowering the customers to self-serve so that they can make decisions simply and quickly electronically. If there is a simple systematic process for the customer to request something directly, we can respond to that information immediately, making operations more efficient and the service more consistent.

Having the operational side of our services more digitised means we can spend more time on the high-value piece – that customer-facing, personal, collaborative relationship, creating more opportunities for that dialogue when the customer needs us.

 

What are the typical kinds of challenges that you will be solving for your customers?

Currently, it is challenging to secure that technical and administrative resource capability. Although our network provides a secure and premium service that our customers benefit from, I can see that over the next few years, with the introduction of electric and hybrid vehicles, there is going to be a transition across the board from regulatory standards, growth, vehicle management through to the different tech resource that is going to be required (the skills that car mechanics and technicians are going to have to possess will look very different in the future).

 

Finally, tell us a bit about you.

 As Operations Director, I have responsibility for all the service delivery areas Holman provides for customers.

So that covers everything from planning, scheduling, and maintenance to ensuring all our systems and processes are joined up and talking to each other, KPIs are met, and we are delivering the complete package for the customer.

People come first in this role – whether that be my team being motivated and supported to ensure our service is the best it can be or our customers who require our expertise and support to deliver the right fleet solutions for them.

 

 

Find out more about Holman’s Fleet Management Services.