Case Study: FMG Support achieves automated, error-free fleet incident management with Nintex

Delivering an Exceptional Customer Experience at Transportation Company

FMG Support, the UK’s largest fleet incident-management company providing 24/7 vehicle and driver support to fleets, insurers and public agencies, was struggling with manual, error-prone processes. Customer interactions relied on phone calls, emails and staff remembering complex rules, which caused delays, missed steps, inconsistent decisions and dissatisfied customers — especially problematic for time‑critical roadside assistance.

FMG implemented K2 Software to automate workflows: operators enter data into electronic forms and the system routes cases, makes decisions, performs calculations, selects suppliers, generates incident documents and sends notifications. The automation eliminated needless delays and confusion, drove near‑zero process issues, ensured accurate, timely routing and delivered consistently high levels of customer service.

FMG

Gary Cocker

Head of Program Management