Case Study
Discover How a Vehicle Rental Company Improved PCN Management and Compliance with Fleetworks
Goodwin Lee Investments Ltd operates car rental locations including London Heathrow and London Gatwick. Between 2020 and 2022, Adam Haworth was responsible for fleet PCN management and debt handling within the business and led the implementation of Fleetworks across several back-office processes.
Initially introduced to support claims management, Fleetworks quickly became part of a wider effort to improve operational consistency, reduce administration time, and strengthen compliance across the company’s rental operations.
What Challenges Was the Business Facing?
Historically, PCNs, chargebacks, debts, and accident claims were managed by different members of the customer service team. This created inconsistencies in processes, delays in handling cases, and difficulty maintaining accurate records.
One of the first priorities was improving visibility over claims data and ensuring all claims were followed up consistently. The company also wanted to standardise how costs were presented when liability had been accepted, helping to reduce payment delays caused by unclear or incomplete information being sent to third-party insurers.
Using Fleetworks’ reminders and workflow tools, claims could be followed up in a consistent and timely way, helping staff maintain pressure on insurers and third parties to resolve outstanding claims more efficiently.
Where insurers failed to settle, the business was also able to pursue small claims action more easily using the records stored within Fleetworks. All claims brought against insurers during this period were settled in favour of the company.
Moving PCN management into Fleetworks was a natural next step for the business. Processing hundreds of PCNs each month meant there was a significant risk of errors when relying on manual systems and disconnected processes.
Some of the key issues included:
Reassignment requests not being received
Receive full overview reporting on all your fine payments and reassignments.
Full assurance that all reassignment requests are placed with the issuer.
Case Study
Discover How a Vehicle Rental Company Improved PCN Management and Compliance with Fleetworks
Goodwin Lee Investments Ltd operates car rental locations including London Heathrow and London Gatwick. Between 2020 and 2022, Adam Haworth was responsible for fleet PCN management and debt handling within the business and led the implementation of Fleetworks across several back-office processes.
Initially introduced to support claims management, Fleetworks quickly became part of a wider effort to improve operational consistency, reduce administration time, and strengthen compliance across the company’s rental operations.
What Challenges Was the Business Facing?
Historically, PCNs, chargebacks, debts, and accident claims were managed by different members of the customer service team. This created inconsistencies in processes, delays in handling cases, and difficulty maintaining accurate records.
One of the first priorities was improving visibility over claims data and ensuring all claims were followed up consistently. The company also wanted to standardise how costs were presented when liability had been accepted, helping to reduce payment delays caused by unclear or incomplete information being sent to third-party insurers.
Using Fleetworks’ reminders and workflow tools, claims could be followed up in a consistent and timely way, helping staff maintain pressure on insurers and third parties to resolve outstanding claims more efficiently.
Where insurers failed to settle, the business was also able to pursue small claims action more easily using the records stored within Fleetworks. All claims brought against insurers during this period were settled in favour of the company.
How Did Fleetworks Improve PCN Management?
Moving PCN management into Fleetworks was a natural next step for the business. Processing hundreds of PCNs each month meant there was a significant risk of errors when relying on manual systems and disconnected processes.
Some of the key issues included: Reassignment requests not being received Duplicate reassignment submissions Charge Certificates and Enforcement Notices being issued unnecessarily Missed administration fee recoveries Clients with unpaid fines continuing to rent vehicles By introducing Fleetworks’ PCN management module, the company was able to centralise processes and improve visibility across all notices.
Most actions within Fleetworks are tracked with a date and time stamp, allowing the team to quickly provide evidence that notices had been responded to correctly. Since implementing the platform, the company has significantly reduced the number of Charge Certificates paid and, at the time of writing, had not needed to submit any Statutory Declarations or deal with bailiff visits.
The company also introduced tighter controls around unpaid fines, helping prevent customers with outstanding balances from continuing to rent vehicles until their accounts had been settled.
