When a fleet vehicle is involved in an incident, identifying the scale of the damage quickly is critical for controlling driver downtime and repair & claims costs.

The sooner operators can identify a vehicle’s repair requirements post-incident, the quicker they can act to source the right parts, locate a capable repairer, and secure a replacement for the time the vehicle is off the road.

Any delay in this process means vehicles remain out of service for longer, and repair & parts sourcing become reactive - amounting to both lost revenue and additional expenses for the fleet.

sopp+sopp have partnered with some of the UK’s best-known fleets for over 20 years - helping them minimise the occurrence, severity, and commercial impact of road incidents. In this time, we’ve seen the real impact that delays in incident reporting and damage assessment can have on a fleet’s bottom-line performance.

Here, we unveil our solution to this pressing issue for fleet operators: First Call Resolution - video-assisted damage detection conducted in real-time from the roadside…

Introducing First Call Resolution from sopp+sopp

sopp+sopp’s First Call Resolution process connects fleet drivers with our skilled claims handlers via video link from the roadside - enabling us to assess vehicle damage in real-time, and act quickly to identify repair & recovery requirements.

During the initial FNOL phone call, the driver is sent a link to connect with our team via their smartphone camera. Our skilled handlers guide them through a quick inspection of the vehicle, and capture repair requirements in-system for swift assessment and deployment.

This enables us to capture everything required to progress the repair & claim in one single call, from incident and third-party details, to a comprehensive vehicle damage assessment.

How does it work?

Here’s how our First Call Resolution process speeds up vehicle damage detection post-incident, and informs right-first-time repair deployment decisions…

1 - The fleet driver calls our 24/7 FNOL team

When an incident occurs, the fleet driver calls sopp+sopps 24/7/365 incident support service to submit an FNOL report. Our skilled, UK-based call handlers guide them through a standardised question set to capture incident details quickly, accurately, and to the fleet’s exact requirement.

2 - sopp+sopp connects them to a real-time video link

Once the initial FNOL questions have been answered, our team will send the driver a link via SMS - allowing them to connect to our team via their smartphone camera. This process is completely device-agnostic, and requires no dedicated app - the video connection loads instantly in their mobile browser.

3 - Our specialists handlers assess the damage in real-time

Our trained claims handlers guide the driver through a step-by-step damage inspection, assessing all four corners, front, rear, and sides of the vehicle for any damage present. When damage is spotted, the handler will take an instant snapshot of the video link to inform repair & recovery requirements.

4 - Repair & recovery requirements are validated immediately

As soon as the damage is identified via video link, our team gets to work identifying the best recovery & repair solution for the vehicle - based on its damage status and driver requirements. We use real-time repair capacity data, proactive parts sourcing, and account for all repair methodologies - including SMART, mobile, and roadside solutions.

The vehicle is then recovered immediately, with full tracking provided to the driver via a web-based portal, and deployed to the most capable repairer for the job.

What are the benefits of video-assisted damage detection?

Driver-led damage inspection processes can be subjective, and inconsistent - especially after the stress of a road incident.

Assessing damage via video link ensures damage is captured quickly and accurately the first time around, enabling our handlers to conduct a comprehensive, industry-standard assessment remotely.

A ‘one call’ solution for fleet drivers

We call this process ‘First Call Resolution’ for a reason - it enables us to capture all incident and damage details in one swift phone call, assisted by video link - providing speed and convenience for both fleets and their drivers.

Less subjectivity in damage reports

Our handlers are expertly trained in vehicle triage & repairability assessments. Their input helps to remove the subjectivity and inaccuracy often found with driver-led assessments, ensuring a right-first-time recovery & repair deployment.

Quicker triage & deployment decisions

Having first-hand visibility of vehicle damage enables our team to make data-driven deployment decisions, empowering them to deploy recovery and repair solutions quicker and more precisely than ever.

sopp+sopp: Keeping Fleets Moving for 20+ Years

Delivering smarter, data-driven claims solutions

We’re embracing technologies like AI and automation to enhance the speed and accuracy of claims handling, enable predictive repair models, and further streamline our in-house tech solutions. We’re focusing on providing our customers with real-time, data-driven technologies that enable proactive risk prevention, more efficient repair & maintenance management, and robust cost and turnaround controls.

Maximising cost & operational efficiency

Claims inflation continues to be a pressing challenge for fleets, and we’re focused on providing solutions to mitigate and drive down costs. We’re focusing on further strengthening our cost control measures, data sharing, and repair strategies to prioritise both efficiency and transparency. Predictive analytics will also play a critical role in helping our customers make data-informed decisions, ensuring they can manage costs while maintaining operational integrity.

Helping industry professionals adapt to advancing technology

As vehicle technologies advance, equipping experts across our industry with the right skills and support is critical. We’re focused on workforce evolution, with training programmes designed to prepare our people for the demands of advanced vehicle technologies. Wellbeing support also remains a priority, ensuring our teams are ready to deliver the consistently high standard of service our customers expect.

Supporting fleets in sustainability & ESG objectives

Sustainability is a growing priority for fleets, and we’re committed to supporting our customers in delivering on their environmental targets. From using alternative and recycled parts to promoting green repair practices, we’re working towards solutions that not only reduce environmental impact, but also align with increasingly demanding ESG standards. As the adoption of EVs accelerates, our enhanced repair capabilities, and access to detailed automotive market data, are helping fleets adapt to the more complex requirements of zero-emission vehicles.

Fostering collaboration throughout the fleet ecosystem

We recognise that partnership is key to creating a more resilient and integrated fleet ecosystem. By working closely with insurers, repair networks, and technology providers, we’re focused on improving operational efficiencies and fostering a collaborative approach. Strengthening these connections will allow us to deliver faster, more transparent repair solutions that help fleets stay ahead in an ever-changing industry.

Learn more about sopp+sopp’s range of technology-driven, efficiency-focused fleet management solutions: