Citroen creates new customer service team for fleets
Citroën has appointed a new customer service team in a bid to improve response times for its fleet customers.
As part of Citroën Fleet’s ‘Business Class’ programme the new team will liaise directly with Citroën dealers and leasing company customers to ensure vehicle downtime is minimised, booking refusals are reduced and service work is scheduled quickly and efficiently.
Citroën UK’s Fleet Director, Andy Wady, said: “A significant consideration for the leasing industry when placing aftersales work is the quality of the interaction with the franchised dealer network. The new Citroën team’s role is to intervene proactively with dealers, ensuring all booking requests are dealt with quickly and effectively, with alternative dates routinely offered to suit the driver’s needs. In the first two weeks of operation, Citroën have been able to make a 30% reduction in the average network response time, from 65 minutes to 43 minutes. The ultimate objective is to be one of the top three manufacturers.”
Citroën Fleet, and the vast majority of the leasing industry, uses the epyx 1link e-commerce system to book work online with a Citroën franchised dealer. The process provides benefits for leasing companies – although delays and refusals can severely impact operator satisfaction levels. Citroën also said that it understands that work can be lost to independent repairers if its dealers are slow to respond or if they cannot book a time suitable for the driver.
Wady added: “As a manufacturer we will be introducing a series of fleet aftersales initiatives this year, working with our dealer network to deliver ‘Business Class’ levels of service for our fleet customers. I am clear that further improvements in our aftersales performance is key to winning more sales business in the future. We’ve already successfully appointed 90 Citroën Business Centres, Jason King has joined us to work on reducing Whole Life Costs and now our epyx 1link programme adds even more value for our fleet customers.”
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