Inchape: Recession Means Investment In Products, Staff & Customers
Inchcape Fleet Solutions feel delivering outstanding customer service, together with continuing investment in new product development and staff is the key to business survival and expansion in the current financial downturn. At a recent Institute of Customer Service forum hosted by Portsmouth-based Inchcape Fleet Solutions , David Graham, Customer Services Director told the 26 delegates, which included representatives of Honda UK, Lloyds Banking Group, Ordnance Survey, Skandia and Zurich Financial Services, that too many organisations, including many in the fleet industry, are cutting jobs, research and development programmes and dropping funding programmes deemed ‘non-essential’.
Britain has been in the depths of recession since mid-2008 but in the intervening months Inchcape Fleet Solutions had, said Mr Graham: Retained a high level of customer service; Launched a number of new products; Won a number of new accounts that has seen the company’s fleet expand to more than 53,000 cars and vans on lease and under fleet management with more than 1,000 customers; Continued to invest in staff through training programmes
In discussing handling and exceeding customer service in the recession at the forum, he said: “In an economic downturn companies cannot afford to standstill. We have continued to maximise opportunities in the recession by developing new products and making sure our frontline staff are working hand-in-hand with clients and identifying opportunities to enable them to drive efficiencies and reduce cost. Inchcape Fleet Solutions was highly reactive to the downturn.
“We are committed to putting our customers first and have restructured in some areas to ensure that we have the right people in the right roles, that they are hugely knowledgeable and have the ability to deliver solutions.
“As a result we have brought new talent to the fore and have continued to focus on strategic developments that have strengthened our business systems, processes and policies.
“In an industry not famed for trust, customers choose us for our clarity, honesty and realism. We believe in a straight-talking, human approach and while we continue to develop online solutions to aid fleet management reporting and business efficiencies we do not hide our staff in call centres. We want them conducting direct dialogue with fleet decision-makers and company car drivers.”
As the hallmark of Inchcape Fleet Solution’s customer focused strategy , Mr Graham points to the longevity of many of its customer partnerships including American Express being a client for 19 years, Proctor and Gamble for 11 years and Virgin Media for seven years.
Mr Graham said: “These customers, and indeed of all our customers, during the downturn have demanded cost reductions, increased requirements, faster response times and more detailed management information in a time when costs for vehicle service and maintenance were increasing.
“But amid the uncertainty around the global recession and the volatile financial environment Inchcape Fleet Solutions has stood firm. As a result we believe that the company offers an industry-leading portfolio of products delivered with first-class customer service.
“Inchcape Fleet Solutions will continue with this philosophy and make a difference to the fleet operations of our customers. The question for fleet decision-makers to answer is why would they turn to any other fleet provider?”
New accounts won during the recession include the 800-strong fleet runs by the Molson Coors Brewing Company (UK) and the 500-strong Guide Dogs fleet as well as an extension on the 1,000-strong British Waterways contract. New products developed by Inchcape Fleet Solutions include a risk management programme targeted at employees who drive their own cars on business called ‘Grey Matters’; the launch of a new car ordering tool for company car drivers called eQuotes; and the roll out of a new generation of one-stop shop extranet sites for all major fleet customers.
The Institute of Customer Service is the professional body for customer service. Its main purpose is to lead customer service performance and professionalism. Its membership includes more than 350 organisational members – from across the private, public and third sectors – and around 7,000 individual members.
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