Honda launches new body and paint programme
Honda (UK) has launched the Honda Accident Repair Programme (HARP), which manages the repair of customer cars after an accident. The new programme offers benefits such as a guaranteed replacement car regardless of accident type and significantly raises the industry benchmark for customer service in this area.
HARP benefits for customers
Guaranteed Honda replacement car provided regardless of accident type – unique to Honda
One call to Honda Happiness Accident Assistance and all arrangements are taken care of, ensuring customer care is HARP’s ultimate priority before, during and post repair
Nationwide network of committed approved repairers
Service levels significantly above the industry benchmark
Sally Smith, Head of Aftersales & Parts Operations, Honda (UK), said: “Having appointed first-class industry partners to operate HARP along with Honda, the process is much simpler and better aligned with the rest of Honda’s products and services and reflects its customer-focused approach.”
Honda (UK) is now writing to customers to inform them of the new programme benefits and crucially, what to do if they are involved in an accident. Honda hopes HARP will increase customer retention, provide more repair jobs to the network and improve overall customer service.
Guaranteed replacement car
HARP provides customers with a guaranteed Honda replacement car after an accident, regardless of whether the accident is classed as fault, non-fault, driveable or un-drivable – a service that’s unique to Honda. Because HARP uses a unique mobility insurance policy, it removes the need for additional Credit Hire or Courtesy Car programmes and reduced costs as well as the reliance on Honda dealers or Bodyshops to provide cars. HARP represents the first time two parties (an accident management provider and Insurance company) have worked together to offer such a unique customer experience.
Rationalised network
In support of HARP, the nationwide network of affiliated Bodyshops has been thoroughly audited using new and robust Honda Standards that exceed industry-recognised requirements. These audits guarantee the network is compliant, managed, efficient and well placed to meet all customer requirements.
Partnerships
The new HARP incorporates partners from accident management, insurance, paint, paint distribution and breakdown recovery into one entity that can be easily accessed by the customer with just one call to Honda Happiness Accident Assistance (HHAA).
For example, HHAA is managed by Accident Exchange, who will work with Hondacare Assistance and provide a unified recovery service. Nexa and Sikkens paint brands have been chosen as Honda’s approved paint products. Nexa is aligned to IRIS Coatings and Sikkens with UPD (UK) Limited as their respective, preferred paint distribution partners. Having support from major distribution networks allows affiliated Bodyshops a clear choice of supplier that meets their needs and underpins the whole programme.
By developing key strategic partnerships and working collaboratively, all parties have removed cost from the after-accident supply chain while ensuring the programme delivers exceptional customer service.
Honda’s vision is now focused on developing relationships with key work providers and ensuring the number of Honda’s being repaired in the dealer network increases year on year. Affiliated Bodyshops benefit from increased work and enhanced relationships with dealers.
Training
Honda has introduced an 'Honda Accident Repair Training Programme’ for its entire approved repair network that ensures Honda cars are repaired to exacting build standards and there is a high level of staff competence. The training programme encompasses a structured training path for both technical and commercial staff.