Tower investing in motor repairer partnerships across New Zealand

Tower has today announced that it will reassess its motor repairer relationships across the country to evolve to a model that prioritises strong partnerships, innovation and streamlined experiences for customers.

On Monday, 20 June, Tower will issue a Request for Proposal (RFP) as an opportunity for motor repairers to showcase the best the industry has to offer Tower and its customers. The RFP is open to the motor repair industry until 18 July 2022, for suppliers in Auckland, Hamilton, Tauranga, Wellington, Christchurch and Dunedin. Tower will commence an RFP for the rest of New Zealand by the end of 2022.

Tower Chief Claims Officer, Steve Wilson says the RFP is one of the many ways Tower is investing in partnerships with small to medium sized businesses to deliver a stronger quality and more localised and personal service to our Tower customers.

“When we partner with a motor repairer, we’re essentially welcoming them into the Tower family and want to ensure they feel this partnership is much more than just transactional. Our motor repairers are ultimately the face of Tower from a customer perspective, so we know how important it is to invest in these relationships and get them right. 

“We want to engage with motor repairers who are investing in the sustainability and scalability of their own business, looking to innovate, and are keen to grow alongside us.

“New Zealand is currently experiencing some challenging economic and environmental factors, particularly in the motor repair industry, and our ambition is for these partnerships to be a win-win for all,” says Mr Wilson.

Tower will offer customers a range of benefits by transitioning to this new model, including:

• Enhancing straight through claim processing, meaning repairers are empowered to start repairs on the spot and customers have a faster, more streamlined experience
• Going to a panel beater who has a strong understanding of Tower’s policies and products, enabling them to provide the best quality and service
• Using technology to elevate the experience, ensuring all parties are kept up-to-date on the status of the repair.
• Assisting customers in getting to and from the repairer
• Providing a lifetime guarantee on all authorised repairs.

Tower currently works with around 80 repairers across the six regions. As part of this remodel, the business will instead focus on stronger partnerships with a scalable group of suppliers. 

“Going to market allows us to work closely with new suppliers, so we can build strong relationships and send a higher volume of work their way. This gives our partners a commitment they can rely on for investing in staff, tools and the facilities required for repairing modern and future technology in vehicles.

“We’re excited to get out there and meet with a range of motor repairers. We want to understand how the industry is innovating, what practices exist, particularly from a sustainability perspective; what we can learn and how we can continue to best support our customers,” says Mr Wilson.

Tower last undertook an RFP for its motor repairer relationships in 2016.

The RFP will be live on Tenderlink on Monday, 20 June, by 3pm, and will close 12pm, Monday 18 July.