Customer focus for Volkswagen Fleet Services
Volkswagen Fleet Services (VWFS) will aim to raise its customer satisfaction in the first quarter of 2012 during a trial of Ebbon-Dacs’ MoDel solution.
The electronic vehicle delivery and collection solution will be tried out on leasing companies Hitachi Capital Vehicle Solutions, GE Capital Fleet Services, ING Car Lease and Volkswagen Group Leasing until the end of March and could become uniform across VWFS’ fleet retailer network if considered to be a hit.
MoDel saves time by automating the new vehicle delivery handover and collection process, verifying the condition of vehicles and offering the opportunity for customers to leave feedback. This information is fed back to Ebbon-Dacs’ Leaselink e-procurement platform.
VWFS expects to deliver around 500 new vehicles to end-user fleet customers over the three month trial.
Ideal
Iker Lazzari [pictured], National Contract Hire and Leasing Manager, said MoDel is the ideal software solution to improve its level of customer service.
“[VWFS] is really committed to improving levels of customer service to both leasing companies and end user fleets,” said Lazzari.
“We are working with a mix of small, medium and large sized dealers within our fleet business partners’ network to test the quality of the service and collect customer feedback information at the point of handover.
“At that point, we will ask the customer five service questions to rate the overall experience and capture their responses.”
Mr Lazzari added that the anonymous feedback would help VWFS identify and act upon any possible improvements, and work towards becoming one of the top five manufacturers for customer service by the end of 2013.
Iker continued: “We are confident of a successful outcome to the project as we have employed a stringent and rigorous assessment of the system, its security, its compliance with data protection and its overall capabilities before embarking on the trial.”
Robert Pilkington, MD of the Leaselink International division of Ebbon-Dacs, commented: “Making the MoDel system the solution of choice for all their vehicle delivery and collection requirements will bring huge benefits in capturing customer feedback, eradicating errors and speeding up the vehicle delivery and invoicing process.”
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