The Independent Repair Group (IRG) was created to offer a simple, cost effective solution to claims management throughout the East Anglia region. Five independent bodyshops make up IRG: Hammond Accident Repair Centre in Halesworth, Suffolk, M G Kerry Accident Repair Centre in Ipswich, Suffolk and the three East Bilney Coachworks shops: Dereham, Norwich North and Norwich South.

All five shops are well established and respected family businesses.

‘IRG is all about the promotion of a regional group with regional knowledge, expertise and customer base,’ said Mark Baldwin, Managing Director at East Bilney Coachworks. ‘We can do all of this, whilst maintaining our own businesses’ identity and individuality.’

IRG has shown its commitment to PAS 125 (all five shops are Kitemark accredited) with East Bilney Coachworks being the first independent shop in the UK to gain the Kitemark in all categories including aluminium.

IRG’s approach to getting the whole group through the Kitemark was sensible: follow the successful processes that worked at the already Kitemarked sites to pass subsequent PAS 125 audits in an efficient and cost effective manner.

For IRG shops, the Kitemark is not just about ‘doing repairs right’, it also demonstrates investment in the business. ‘The market continues to change, repairing a car is just a small part of what we do,’ said Mark. ‘We repair cars to a high standard, that’s a given. If you can’t get that right or if that’s your only USP, then you’re really in trouble.’

IRG has the facilities and resource to repair any type of vehicle (in fact, anything on the road) from cars to LCVs and HGVs to trailers.
‘Need repairs to a Vespa or a motorhome?’ asked Glen Hammond, Director of the Hammond Group. ‘Our customers insure both, so guess what? We’ve got the capability to do both, and everything in between. Plus commercial vehicles, heavy plant machinery and agricultural vehicles. How many other groups can say that?’

In terms of work provision secured by IRG, so far so good. The group will soon announce its second major contract (CIS signed up shortly after the formation of IRG).

What’s in it for insurers?
‘First and foremost IRG was set up to reduce touch points,’ said Kevin Vokes, Bodyshop Manager, Hammond Accident Repair Centre. ‘It’s simple. We manage expectations from FNOL to completion of repairs: we do what we say we’ll do.’

Initial notification is handled by a centralised call centre and each claim is carefully managed centrally thereafter. ‘By doing this, we can save money and reduce costs,’ said Kevin. ‘There’s no additional resource required for a work provider. We are also working with claims handlers to find out how we can increase our business. We try to understand the claims handlers’ role: what makes their job easier? How can we increase work to IRG?

‘As a result, we’ve been approached by eight insurers who are interested in working with us.’

IRG is a professional business, employing around 200 people and generating a £10m turnover. ‘We’re a significant player in the market and intend to grow the business in a sustainable manner,’ said Mark.

For work providers, IRG claims to offer ‘financial stability and security’ as well as a streamlined approach to better customer service. ‘We’ve worked out our drive time mapping so we can provide a ‘just around the corner – within an hour’ service to our customers’ customers,’ said Kevin.

The big 20
Collectively, IRG has a huge pool of vehicle manufacturer approvals (20, in fact) ranging from mainstream to prestige marques. Add these to the following – Category A aluminium repairs, full HGV, LCV and trailers repair facilities including specialist chassis repair work to all commercial vehicles, courtesy vans, 24/7 recovery for the region, centralised invoicing, Smart repairs, MOT and servicing and tyres facilities – and it’s an attractive proposition.

Buying power
Rather than clubbing together and demanding discounts, IRG is ‘utilising buying power’ by working with suppliers to negotiate better terms based on the group’s ‘sustainable and safe business’.

For example, IRG members all use Concorde’s management system as the ‘common platform’ approach improves management information sharing. ‘To switch was a big decision for us but a necessary one to ensure we were on a level,’ said Hammond’s Roy Stringer, ‘and it also showed IRG’s support for the chosen management system supplier.’

Morelli is also the chosen supplier to IRG.

‘Key to the continued success of IRG is trust within the group’s members,’ said Mike Meadows, owner of M G Kerry. ‘We are and will remain to operate with an open book policy. As a group of independent repairers, we’re in the enviable position of actually being able to sit all the decision makers around a table; we’re competitive and fast reacting – that drives our individual business and IRG as a whole.’

Pulling together five independent shops is no mean feat. ‘The workload involved in bringing our businesses together is massive, varied and equally shared,’ said Glen. ‘In return, we’re learning from one another and driving our individual shops forward due to our competitive nature. There’s nothing like benchmarking sites against one another to get really good KPI data to boost our performance.’

So what will 2010 bring for IRG? The members are carefully managing the group’s growth, ring fencing their region as IRG. ‘After all, that’s why we formed IRG,’ said Mark. ‘In 2009, we were busily working away on background stuff. It worked, it was worth it and it has paid off.

‘New opportunities? There are plenty. It’s 2010 and we’re ready to promote the IRG offering, so come and talk to us.’