Mark Madgwick started out as a heavy recovery driver. Today his role is to support Apex’s current clients and introduce new businesses to the benefits of Apex RMS and ANS.
Explaining the product
Mark Madgwick’s official title is Customer Success Manager. Whilst he might not have chosen it himself, it does sum up his job very well. Part of his role involves demonstrating to recovery clients of all sizes how RMS can organise, streamline and connect everything in their business. From invoicing and workshop to employee data and tax, it’s all in one place and linked where appropriate. This makes running a busy recovery firm much easier and avoids time consuming errors.
RMS and ANS
Mark enjoys working with the huge variety of firms in the recovery sector. One detail he is often asked is ‘who needs ANS?’ – and he keeps his answer as straightforward as possible: “If your business is solely workshop, then RMS works brilliantly as management software and is all you need. However, to link to and receive work directly from providers such as AA, Green Flag and the RAC, you will also need ANS to function and be part of the network.”
What’s a typical customer?
“There isn’t one,” Mark says emphatically. “But it’s always a pleasure to meet them.” Mark liaises with businesses across the whole of the UK and the Republic of Ireland – and meets with executive boards and directors, sole owners of small recovery firms and also the one man bands who want to join the system. Perhaps because he’s done the job himself, he 100% respects the men and women out in all weathers rescuing those who have broken down. “The term ‘driver’ doesn’t hack it for rescue work” he says. “Drivers do deliveries. Recovery workers want to make things better. They never know when they’ll get home and could spend all night on the motorway hard shoulder in the rain.”
What’s a typical day?
Mark covers the country meeting clients. He could be demonstrating to a current customer how to use the compliance modules, or showing a keen business how to successfully move data to RMS from another product. He also meets small business owners who are expanding. Often they’ve done everything on paper, but now need software that will keep accurate records and stop them being trapped at their desks. “They don’t have the desire or capacity to spend all day managing payments and answering the phone,” Mark explains. “Having RMS becomes a necessity. It frees them from office chores and they can keep an eye on what’s going on.”
Nothing beats face to face
Covering the UK takes time. But Apex as a company knows that nothing beats face-to- face, and that’s also how they prefer to do business. The result is that Mark can better understand each client’s needs, and have a more personal relationship where any questions can be asked and answered. “There’s a place for teams and Zoom,” he says. “But in the recovery sector it’s always best to be able to look one another in the eye.”
Free Customer Training
here’s many reasons a business might need a spot of extra RMS training: new staff, refresher on a specific module or simply checking you’re getting the most of what RMS can do. That’s why each month Apex offers a FREE RMS Training Day to those in the network. To check when Mark is travelling in your region, sign up via the website or by contacting our team.
