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.
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:
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.
Before implementing Fleetworks, the company estimated that each PCN took around eight minutes to process manually.
Following implementation, average handling time dropped to under two minutes per PCN. Where repeat customers incurred additional fines, reassignment time could be as low as 30 seconds.
This reduction in administration time allowed the business to handle higher PCN volumes more efficiently while reducing the risk of human error.
Chargebacks are a common challenge within the car rental industry, with more than half of the company’s chargebacks linked to PCN-related charges.
The business wanted to reduce the amount of time spent preparing chargeback defences while still maintaining strong outcomes.
Because Fleetworks removes duplicate data entry, much of the information needed to defend a chargeback was already available within the PCN record. Staff could create a chargeback case in seconds, attach supporting evidence such as customer email exchanges, and prepare a defence submission within minutes.
As a result, chargeback preparation became significantly faster and the responsibility for processing chargeback defences was consolidated into the same role managing PCNs.
The final stage of the project focused on improving debt recovery processes across the business.
Outstanding PCN fees, failed chargebacks, late returns, fuel charges, vehicle damage, and unpaid rental extensions were previously managed differently between sites depending on who handled the case.
Fleetworks helped the company introduce a more structured and consistent debt recovery process. Unpaid items were centralised under one point of responsibility, improving visibility, accountability, and follow-up procedures across the business.
Fleetworks provides vehicle rental companies with a structured framework for managing PCNs, chargebacks, claims, and unpaid debts more consistently and efficiently.
Whether your back-office operation is managed by one person or spread across multiple locations, Fleetworks helps reduce manual administration, improve compliance, and create more consistent workflows across your business.
You can sign up for a free Fleetworks account or request a demo by completing the enquiry form to see how the platform could support your rental operation.
7 Things That A (Good) Fine Handling System Should Do
5 Common Mistakes When Fine Handling
