Ayvens powers renting efficiency with digital solutions and Bdeo Visual Intelligence

In the highly competitive and constantly evolving environment of fleet management and renting, technological innovation has become a key factor in improving the user experience and optimizing operational processes. Fernando Cisneros Alejandro, Head of Claims at Ayvens, shares his vision on how digital transformation is redefining the industry, from task automation to the integration of advanced technologies such as Visual Intelligence. In this context, Bdeo has established itself as a strategic ally, enabling the company to manage claims and repairs more efficiently and effectively and improving the customer experience.

Innovation to transform the user experience

Thinking about the latest technological innovation projects you have underway, with what objective have they been initiated? What do you expect to obtain from them? If you wish, you can give some examples of such projects

Innovation is a constant at Ayvens. From Operations we usually approach innovation from two prisms:

• the creative initiative itself in processes of continuous improvement

• and another more receptive part of the innovations of the environment of our business and operational model.

Every innovation project arises from the need to find a proposal to satisfy customer demand or to provide a more effective and efficient solution to operational processes. We try to return a better user experience and have a stronger position in the product portfolio.

Projects such as the robotization of tasks to bring the procedure to a decision making moment without bureaucratic burdens on the part of the operators is an example.

The demand for digitization and immediacy in leasing

In the case of renting, what kind of experience are users/customers demanding from you? Are you seeing an increase in demand for more digital and immediate processes?

In the area of claims and repair management, which is my area of intervention, we are asked for operational solutions that eliminate bureaucracy and offer the most immediate information possible, and to be able to manage the expectations of workshop times, which cannot always be determined a priori.

Also digital communication channels to interact at any time. It is true that we have to maintain the traditional telephone channel since the traffic accident report includes information and advice that is not always easy to contemplate in a digitalized procedure given the casuistry that may be involved.

Technology applied to the management of leasing processes

How are you integrating new technologies to improve renting/leasing processes and management? Which processes are being transformed the most?

Always accompanied by our IT team, we propose solutions, sometimes born from internal working groups, sometimes as a result of proposals from our partners.

The most transformed processes within the damage repair service are:

• Cataloging of damages

• Digitization of images and documentation

• Data capture at first contact and data analytics

• Process approvals with suppliers and adjusters

The technology is integrated with robust systems that our IT team provides for intercommunication with suppliers and customers, taking into account the digital solutions proposed by the different parties.

Innovation as a key to stand out in a competitive market

Is the market very competitive in terms of innovation, and what projects have you launched that differentiate you?

In the most operative part we have the evaluation/triage of damages, not appraisal, in order to be able to place the repair service in a typology more suitable to the efficiency of the processes of face-to-face appraisal, photo-periagnosis or direct approvals with the workshop.

Also for the management of franchises and the application of vehicle use policies agreed for specific groups.

Strategies for the smooth adoption of digital transformation

Digital transformation often requires significant change management within organizations. What strategies are you using to ensure a smooth adoption of new technologies among your teams?

Every digital transformation is a transformation of corporate culture. There is nothing new in terms of what is required for the transformation process. What is important is how the organization's talent adapts to technological developments, which, with very specific exceptions, are not strange as they are part of the use of technologies that we make as individuals.

The training and contribution of value to the people of the organization consists of an accompaniment to interpret the function of the technology in the efficiency and security of the procedures, allowing to generate an added value for the people there where processes and automatisms are not able to arrive, especially in the treatment to the client or in the analysis of the information, although in this last part we are before a boom of those that the algorithms are helping us.

Keys to identify a good fleet management technology partner

Sometimes when technology companies propose a project to a fleet management company, they lack realism and a good fit with their processes. For you, what are the clues that a technology company is going to be a good partner to count on?

When you are not offered the standard product and solution. You have to be flexible enough to adapt to the peculiarities of a product with complex, varied and interconnected services, as in my case is the management of the claim within the framework of a renting and fleet management contract.

“The more they ask and the less they offer upfront, the better the sign".

Fleet management of the future: solutions with Visual Intelligence.

What does the fleet management of the future look like, how do you want to transform it, and what friction points can technologies such as Visual Intelligence solve?

As I often say, we are not here to transform fleet management, but rather to adapt to the transformations that technology offers us in a market demanding agile and quality solutions.

Although we think directly in the economic valuation of a damage, in our operational model there are many other opportunities offered by Visual Intelligence, from data capture to give efficiency and effectiveness to the process of taking the damage report to the use of structured data that allow us to have the traceability of the damage and make the proposal of greater value to the customer.

For the time being, the repair estimate is a matter for technicians, experts and workshops, which can effectively use Visual Intelligence, as well as the fleet manager, to make decisions on what to repair, when to repair and where to repair.

Trust in Bdeo as a technology partner

Why did you decide to count on Bdeo as a technology partner?

We had the opportunity to learn about your proposal and to be able to work together on the project from an early stage in a project connected to a LEAN process improvement initiative. Therefore, we were able to test not only the positive solution for our operating model and customer experience, but we are also able to have continuity with different proposals and variables as opportunities for improvement arise.

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