Case study
Claim intake for a credit hire specialist
A public-facing intake and presentation layer for a credit hire operation supplying prestige and taxi replacement vehicles after non-fault accidents.
Elite Auto Hire
The challenge
Credit hire is an administrative business wearing an automotive coat. When a driver has an accident that was not their fault, a credit hire firm supplies a like-for-like replacement vehicle and then recovers the cost from the at-fault party. Nobody pays up front, which means the whole operation runs on the quality of its paperwork.
That puts unusual weight on the first contact. Details captured badly at intake surface weeks later as a recovery that is harder to argue, and the enquiry itself arrives from someone who has just had an accident and is in no mood for a long form. A taxi driver off the road is losing income every day, so the same intake has to serve both an unhurried prestige hire and an urgent trade replacement.
The solution
A public site that treats the enquiry as the product. It explains what credit hire is to someone meeting the idea for the first time, states plainly that there is nothing to pay, and routes the enquiry to a claims handler with the details worth capturing at the moment of first contact.
The fleet is presented along the two lines the business actually sells: prestige replacements and taxi replacements. Those are different customers with different urgency, and keeping the split explicit means neither has to work out whether the service is meant for them.
What we delivered
- from brief to launch
- 4 weeks
- prestige hire and taxi replacement
- Two intake routes
- claim details taken at first contact
- Structured capture
What this kind of build typically achieves
In any business where the enquiry is the product, the deciding factor is how fast somebody answers it, and the gap between what works and what is normal is enormous.
Research analysing hundreds of thousands of enquiries has found that responding within five minutes qualifies dramatically more leads than waiting even half an hour, while the average response time across industries runs to roughly 42 hours, with only a fraction of a per cent answered inside five minutes. Most customers buy from whoever replies first.
For credit hire the pressure is sharper still. A taxi driver off the road is losing income daily and will call the next firm on the list. That is why the intake captures what a claims handler needs at the first contact rather than deferring it to a callback.
Figures above describe the sector, not this client. We publish a client’s own numbers only when they have measured and shared them.
What this involved
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