Page 18 - Australian Paint & Panel Nov-Dec 2020

OEM Focus
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PAINT&PANEL NOVEMBER / DECEMBER 2020
FROM TOP:
Wayne Phipps Smash Repairs in WA was an early addition to the network. Dealerships such as Altos are beginning to follow the European model of building bodyshops. Right: Brand new Volkswagen approved repairer sign.
ALL SYSTEMS GO AT VOLKSWAGEN
IT WOULD BE HARD TO FIND SOMEONE WITH MORE RELEVANT EXPERIENCE TO RUN THE VOLKSWAGEN GROUP AUSTRALIA (VGA) APPROVED REPAIRER NETWORK THAN NATALIE ARMSTRONG, THE GROUP PARTS PROGRAM AND PRODUCT MANAGER.
STARTING OUT AS A SPRAY PAINTER SHE
has spent the last 30 years becoming steeped in aftersales roles at car dealer- ships and in parts and paint distribu- tion. She’s run large sales teams and overseen group aftersales departments before hopping the fence into the nation- al sales company sphere.
After six years of relatively slow growth, VGA’s Approved Repairer net- work is poised to take off. Despite the difficulties of carrying out site inspec- tions during COVID-19 restrictions, the network has this year grown from 20 re- pairers to 29. Armstrong is aiming to ex- pand that to at least 40 repairers within the next three years.
While her department receives many applications, Approved Repairer status is hard won. Volkswagen conducts a comprehensive mapping exercise to identify the locations that best serve its customer base then determines the best quality repairer are in that area. Arm- strong’s first consultations are with lo- cal dealerships.
Armstrong says “customer experi- ence,” is the most significant factor in becoming an Approved Repairer. A successful applicant’s premises will be well-presented with a modern front- age, attractive customer facilities and ample parking.
Next Armstrong looks at capability and culture. Her check-list is compre- hensive.
How qualified are the technicians and how long have they been with the company? What is the management’s business vision for the next five years