Copart’s Total Loss Seminar 2019
In November we welcomed our partners to our annual Total Loss Seminar. This event provides a valuable forum for discussion around the current challenges and trends our partners are facing in relation to total loss, and an opportunity for Copart to shape and demonstrate our ongoing investment in our capabilities and services.
This year we focused on our operational excellence in our morning session, presenting new developments such as the integration of e-collections service notifications, through to the continued expansion of our fully owned and branded transporter fleet. The session concluded with an overview of our performance and quality management process demonstrate to our partners that we are as committed as ever to delivering the highest levels of service to them and their customers.
We also took the opportunity to look at the challenges ahead including the increasing number of electric vehicles on UK roads, specifically looking at what this means in terms of safe handling and the buyer market for these vehicles. Alongside EV’s we addressed the impact of extended claims such as private plates and finance cases and how to overcome these to reduce claim costs, amongst the solutions and processes we have in place to support our customers in controlling and reducing their spend.
Copart Global and UK Update
Paula Varley, Sales Director
Copart has had a year of growth and success, which has enabled a large investment back into our technology and operations. Some global highlights are:
- Copart now has 244 locations in 11 countries
- An auction member base in over 170 countries
- 30+ major improvements to our technology in the last year
- Appointment of Stephen Fisher to the board, former CTO of eBay and com
Our UK team continues to show how valuable our partners and teams are to the overall global Copart success story. The big news for the UK over the past year is:
- Appointment of Jane Pocock as Managing Director of Copart
- This year we sold our 3 millionth car in the UK
- 13 contract renewals as partners show their continued confidence in our market leading capabilities and services
- 11 new partners moved to Copart, driven by the overall value and service that we deliver
- 21 new services taken up by 13 customers, as we continue to adapt to meet your evolving needs.
A service partner you can rely on now & in the future
Simon Sheldon-Wilson, Director of Performance and Planning
Steph Barnard, Head of Performance Management, Quality and Audit
As we look ahead to the future, we always challenge ourselves to ensure that we are providing the best service. This includes constantly developing, evolving and updating new and existing products and services that ultimately add-value to our partners.
Our developments in 2019 include:
- Introducing SMS to arrange collection of vehicles: focusing on the policy holder’s needs, this allows the owner to manage their documents and keys, and schedule collection at their convenience. This has proven to reduce cycle time by 2 days.
- Our Transporter App: Fully integrated with our seller site, this app allows drivers to request work and provides real-time collection information to our drivers to make sure collection opportunities are maximised. Also providing the ability to capture and download images at collection, which are then readily available to our customers.
- Expansion of our transporter fleet: from March 2020, we are taking delivery of 6 new, Euro6 ULEZ compliant, specialist multi-car transporters per month, with a total of 79 new vehicles to be added to our existing fleet of 215 branded and owned transporters.
- Personally Identifiable Information (PII) cleansing: We have invested in the training and development of our staff, to effectively handle both physical and digital forms of PII, ensuring both are removed from each vehicle and stored securely, safeguarding your customers personal data.
- 415 acres of operational, owned land and counting: Our growth plans mean we are continually looking at more land to enable us to increase our network.
While these developments offer additional value to our services, we make sure all existing services are properly audited to maintain the highest standards. Our independent Performance Management, Quality and Audit Team ensure our existing services meet the high levels of compliance and quality expected by our customers.
This focus on quality in one of the reasons we achieved the Customer Contract Association Global Standard accreditation, which is only held by around 50 organisations. This is an incredible achievement for us which highlights the level of commitment we have in delivering the highest standards of customer service.
A deeper focus on key industry challenges and developments
In the afternoon the three, shorter sessions focused on:
- How Copart insulates against macroeconomic changes to ensure a stable marketplace for our partner’s vehicles, presented by David House, UK Head of Marketing
- The developments and trends we are seeing as the number of electric vehicles on the roads increases, and how we are servicing this area, presented by Rich Giaramita, National Account Manager
- Solutions we have developed to address challenges within the total loss process, and how decision making is key in gaining the maximum value, presented by Chris Hanks, Mark Szefer, David Simmonite and Sam Oldfield, National Account Managers.
Throughout the day we had a fantastic level of engagement from all who attended, and some excellent feedback.
Rewarding feedback from our Partners that attended the day:
“Really good seminar, always good to catch up with the innovations and solutions Copart are bringing into the Salvage area. Good and positive day. A real benefit.” – LV
“It was also very useful to see the way that Copart are working towards the future.” – AIG
“I like how they put a lot of importance on the electric/hybrid vehicles as it shows they are thinking about the future with us in mind.” – AIG