Here at EDAM Group, we have put in place a plan for our team to adapt the way they work for a prioritised, co-ordinated and aligned approach. The new ‘2020 Vision’ aims to enhance our culture, deliver a more efficient service, and to improve the business partner and customer experience.

As part of our continued goal to become the market-leading provider in credit hire and post-accident services, the 2020 Vision allows for us to fine-tune company-wide operations, supporting the continued growth of the business as we expand and adapt. The 2020 Vision is made up of several elements that encourage a smarter way of working, with the aim of identifying and implementing improvements where required.

As the first part of the 2020 Vision, we have initiated internal projects for the team to uphold the importance of ongoing partnerships. Driving Partnership Value is central to delivering an outstanding customer experience, allowing us here at EDAM Group to optimise its service scope for current customers while also seeking to secure new business opportunities.

The introduction of the 2020 Vision will encourage the uptake of effective and efficient processes within the business. By seeking smarter ways to deploy resources across our business, it will be possible to enable the team to deliver the best possible customer service and business partner experience.

To support and facilitate the decision making processes within EDAM Group, we recognise that the team need to work with insightful data. As a result, this will remove any doubt of the source or integrity of the information. With this analysis, we will review and redefine key data items, focusing on key reports to come from a single source that will allow for smarter and more efficient ways of working.

As our team is central to the development to the 2020 Vision, we are making sure that our staff and their own learning and progression is key to the structure of the initiative. By developing, supporting, retaining and growing the team, we aim to enrich and enhance an existing environment based on the business’s values, promoting a culture in which the team can work together to deliver outstanding service to customers. This positive culture can, in turn, reward members of staff – our team are encouraged to live by the values of the business in their daily interactions in the workplace.

Internal processes have also been evaluated as we aim to improve cash flow within the business, in turn making for greater efficiency between departments. In particular, improvements to insurer protocols can add to this, making for better visibility of revenue coming into the business. The protocol plan ensures frictionless transactions and improved recoverability.

Marc Lafferty, Chief Revenue Officer here at EDAM Group, said: “We are introducing the 2020 Vision to effect a gradual transformation of our activities, rather than bringing in drastic change. The phasing in of these strategic changes will continue to position our business as the market-leading credit hire and post-accident service provider over the next couple of years. Customer service is key, and our goals as part of the 2020 Vision are geared towards delivering this, and upholding our already excellent standards.”