Supporting FMG Roadside Repair and Recovery Management

The Client

FMG, founded in 1986 in Huddersfield, is one of the UK’s leading experts in the field of Incident Management and Roadside Repair & Recovery Management services. The company provides 24/7 vehicle and driver support to a wide range of clients, including large national fleets, motor insurers, insurance brokers, National Highways, and many UK police forces.

The Solution

As part of their Roadside Repair and Recovery Management solution, FMG works with carefully selected partners to provide the onward transportation of drivers and passengers as their vehicles are being recovered from the roadside. As a chosen partner, CMAC provides FMG with 24/7 nationwide support, providing taxis and wheelchair-adapted vehicles, facilitating safe and comprehensive onward travel solutions.

Since partnering with CMAC in 2019, FMG has consolidated their taxi services under one trusted provider, streamlining operations and ensuring the consistent, high-quality service their customers rely on. Our end-to-end support guarantees that even in the most urgent or challenging circumstances, passengers receive the safe and timely assistance they need - whenever or wherever they need it.

Challenging Weather Conditions

In November 2024, during a period of heavy snow and severe transport disruption, CMAC was called upon to assist FMG with a passenger who required urgent transportation following the successful recovery of their vehicle.

Upon receiving the call from FMG, CMAC took immediate ownership of the situation, swiftly arranging a taxi for the passenger during the busy rush hour period.

Despite the challenging weather conditions causing delays, CMAC’s integrated system allowed us to track the taxi’s progress in real-time, keeping FMG fully informed and ensuring the passengers’ welfare was continuously prioritised.

A Successful Partnership

Leveraging CMAC's innovative technology, customised support, and proactive partnership management, the union between FMG and CMAC achieved significant milestones in 2024:

• An impressive 99.83% annual client satisfaction rate among FMG passengers where CMAC’s services were utilised, highlighting our shared commitment to providing exceptional service.
• FMG leveraged CMAC's advanced booking portal to efficiently self-manage bookings, with 85% of taxi suppliers seamlessly integrated into the system. This enabled real-time journey tracking and streamlined operations.
• The partnership ensured the safe and reliable transport of approximately 600 passengers in 2024, completing 578 journeys in total. These journeys included both standard taxi services and wheelchair-adapted vehicles.