CAP-HPI Members Update

Apologies for the slightly delayed response

Great to catch up as I’ve had conversations with Chris on the below (IMDA Members points/concerns I passed on)

Firstly, as we don’t know each other, I’ve been part of the business for 17 ½ years. I was a Key Account Manager at HPI before we (Solera) purchased CAP and became cap-hpi.

I then led the field based Retail Team for several years as National Sales Manager before the latter part of last year stepping up to Head of Sales for Retail and Inside Sales. So, I am responsible for customers from the smallest independent trader to the largest of AM100 dealer groups.

I report in to our UK Sales Director and have a Sales Manager in Inside Sales, who you may already have had some engagement with in the past?

I’m personally very passionate about great customer service and account management and having walked in the shoes and also for many years worked in dealerships prior I want our team to deliver those high standards I prided myself in.

We have had our challenges as many organisations did post Covid with staffing and recruiting and there has been an element of rebuilding areas of the team, building experience and managing new ways of working.

I’m sorry to read the below comments and I also do receive any complaints we receive to cap-hpi to review and respond. There aren’t actually very many thankfully amongst a huge customer base and its declining as the team has regrown and we have some more experience, that said any is too many.

Without the specific customer detail but on the below IMDA members issues you are I’m sure aware that for CAP we sell annual licences. In the main part paid up front for 12 months, with some smaller dealers on monthly DD. The renewal process of re quoting for the next period is delivered by the Account Manager from our CRM with preloaded annual pricing in the quote (discounting available with sign off levels) we try and maintain that a customer gets at least one call and also e-mails for normally 4 x pre expiry communications to make them aware and quote for continuation of service or the data will expire if not renewed (as this is how the licence product fulfilment works it’s not a sales line that it will expire, it stops on the last day of the last month automatically)

Sometimes of course regrettably on an instance we could fail to make the appropriate contact, with sickness or alike also in some cases the customers keep meaning to respond or review and its only on the 1st of the next month when they can’t access for example VA (Valuation Anywhere) they realise and contact us. This then can be frustrating for them as the capacity in both our helpdesk and sales line can be higher on the first of the month, so slower and also the feeling ‘we cut them off’ isn’t a great customer experience.

Of course, it’s never intentionally done or a sales person switching them off. We would never want to cause operational challenges for our customers or sour the relationship as that would be counter-productive and unfair of course.

I have chosen a member of our Inside Sales Team to be the team representative, of course supported myself. Our IMDA representative is fairly new still, but came from working in car sales and has an excellent attitude, manner and good understanding of the customers challenges and needs (which is why I chose him to join the team)

Other than the last week of August I’m available to get something in the diary to have a catch up in the first instance and then can happily shape this and bring the IMDA representative in.

I probably need a few days to get back to normal service so if you want to let me know anything you have next week?

Very best regards