Jam packed update
We have an awful lot of news to share with you this month. Not only do we have an update on the integration of our two Revival entities, but we also have news on staff recruitment and changes, details of the completion of the Virtus automation project and the quarterly supplier awards for June.
As always, there won’t be a newsletter in August as we take a break for the summer, but the newsletter will be back in September.
Revival – Volume and Quality
MA Group is delighted to announce that it has completed the integration of Revival Blue (formerly Chem-Dry UK acquired November 2022) and Revival UK (acquired February 2019) to create a truly nationwide 24/7 disaster recovery network. Revival now delivers a high-quality service with scale through 35 locations across the UK and Northern Ireland with 120+ qualified technicians. Revival‘s high net worth service remains market leading and will continue to deliver outstanding customer service.
Revival has been operating in fire and flood disaster restoration in the UK for over 30 years. In that time it has built up an unparalleled and enviable reputation for technical excellence and for delivering world class customer service.
Revival uses digital solutions such as TREVOR and Scoper (data, algorithms and mobile technology that support trained technicians to deliver certainty around drying times) and equipment and storage management systems. These ensure that Revival can measure and maximise available capacity across the network in real time, minimise claim durations and save insurers money. No other restoration network can predict drying times and maximise capacity like Revival.
Virtus automation
The Virtus Validations service puts the customer at the heart of the claims process using smart technology and technical experts. So we are delighted to announce that our project to automate our claims management processes for Virtus is now complete.
We have maximised the efficiency of our expert surveyors for many years with our bespoke Scoper surveying and validation app they use on site. Now we have done the same for our staff by removing the unnecessary administration and processing, allowing them more time to concentrate on the value-added services and the complicated claims that need the human touch. This also puts us in a great position for the next surge.
Overall our project has been a fantastic success, reducing Virtus claim durations by ONE THIRD! To find out more please get in touch.
MA Assist Supplier of the Quarter
Redbrick Property Solutions are the winners this quarter for MA Assist. They are a new supplier to MA Assist and have been fully embracing the #abetterway of doing things. They’ve been quick to pick up our way of working and consistently show us that they are prioritising our customers. They consistently achieve 4-stars which is brilliant for such a new supplier. And the icing on the cake is zero complaints since joining the network in November 2022.
Congratulations to everyone at Redbrick.
Virtus Surveyor of the Quarter
Ian Lancaster is our latest surveyor of the quarter. Ian has quite literally gone the extra mile during the last quarter to support Virtus in areas we needed most. Ian has been proactive in offering his services and has communicated really well with the team to make things run as smoothly as possible. In addition, he’s taken on some tricky claims and has managed customer expectations exceptionally, resulting in overall positive feedback.
Thank you, Ian, for everything you do for Virtus.
Revival UK Branch of the Quarter
Revival Halifax is our branch of the quarter winner this time around. Andrew and his team have battled to get within capacity after a huge amount of volume received in the earlier part of the year, and they have managed these high volumes without compromising on quality. One particular example was a high net worth customer who didn’t want to go into alternative accommodation so Andrew and his team built a fully functioning kitchen for the customers in their garage – fantastic stuff. During this time they have also been engaged in some Technical, Large and Complex claims.
From next quarter there will be one Revival award covering all branches.
Revival Blue licensee of the Quarter
The winners of the quarterly award are Revival Sunderland. The staff in Sunderland have been consistent performers both on site and with the administration. They have been 5-star performers consistently over the quarter with incredible NPS results. Not only are they performing brilliantly, but the can-do attitude of Paul and his team in dealing with head office requests has not gone unnoticed! In addition, they’ve embraced Trevor and are currently, the top performing branch in the Trevor process
From next quarter there will be one Revival award covering all branches.
Staff news
We are delighted to welcome Mike Burrows to our sales and account management team.
He has 30 years of experience in the restoration and claims industries, mainly in sales and account management, so he is very well-known and respected. A great addition to our team.
Sam Gill has also joined MA Group. She has joined our supply chain management team as Supplier Performance Manager.
She is well qualified, having both Cert CILA and Cert CII and almost a decade of experience in our industry.
We have had some internal staff transfers too. Tom Brooks has moved from client account management to supply chain management and is now a Supplier Performace Manager. Ryan Stevens has been promoted to Account Manager and Flora Kurucz has been promoted to Account Executive. Congratulations to all three.
MA Group MAD Awards
The winner of June’s MAD award was Simon Kaye from the Innovation team.
Simon was recognised for successfully project managing the Virtus automation project with its wide-ranging scope and varied stakeholders. Simon pulled together the business needs and tested and deployed the design and implementation in Pulse.
As a result of his efforts we now have the potential to automate over 50% of the Virtus claims, driving significant savings and benefits for clients, customers and Virtus, especially in times of surge.
Simon continues to ‘aftercare’ the automation project whilst we tidy up the loose ends but in principle the project is completed. A huge thank you to Simon for all his hard work that has led to the successful implementation of this project.
