HOW TO PUT FOCUS ON END USER OF SERVICE IN B2B OUTSOURCING ALD AUTOMOTIVE
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ALD Automotive is a global leader in corporate mobility solutions, providing company cars and a wide range of services to over 100,000 clients. Through its online driver satisfaction survey platform, ALD Proactive, the company directly collects feedback from drivers on the quality of services delivered. This focus on end users allows ALD to measure and improve service quality, strengthening partnerships with clients. The program has led to an 85% customer recommendation rate.
HOW TO PUT FOCUS ON END USER OF SERVICE IN B2B OUTSOURCING ALD AUTOMOTIVE
- 1. HOW TO PUT FOCUS ON END USER OF SERVICE IN B2B OUTSOURCING ALD AUTOMOTIVE ALD AUTOMOTIVE
- 2. | P ALD AUTOMOTIVE 2 Leader in Corporate Mobility Solutions Providing company cars to our Clients Offering wide range of Services Global reference in quality
- 3. | P ALD AUTOMOTIVE WORLDWIDE 26 October 2015 3 5,000 Employees Management of 1,150,000 vehicles/drivers 75% Full Service Leasing 25% Fleet Management Subsidiaries in 39countries ALD bluefleet for sustainable development Part of 100,000 Clients 2nd largest leasing company in Europe 3rd largest leasing company worldwide
- 4. | P FULL SERVICE LEASING 4 Road Assistance Replacement Vehicle Insurance Reporting & Cost optimization Accident Management Technical Service Fuel Card Service Tyre Service Operating Leasing Consultancy Vehicle Return Services delivered directly to drivers
- 5. | P ALD PROACTIVE 5 Online DRIVER satisfaction survey platform Based on operations front office process channeled through Call-center All events related to vehicle/driver are logged as Case in CRM 6 different service categories 4 short and simple questions related to performed service Scores from 1 -10 Automated internal escalation for all ratings below 6,1 Driver can block survey individually
- 6. | P CLIENT – DRIVERS INTERACTIONS 6 ALD Automotive Drivers CLIENT Management / Decision makersStrategic focus Contracting Service presentation Yearly satisfaction surveys PROACTIVE SURVEY DRIVER FEEDBACK ON SERVICE QUALITY
- 7. | P ALD PROACTIVE 7 Client benefits Direct feedback on contracted service quality from their employees Measurable KPI-s Highest personal information's security standards Access to company scoring for fleet managers ALD benefits Focus on actual service consumer - driver Transparency as a basis for long-term partnership Complaints follow up and action plan Commitment to continuous service quality improvement Supplier performance overview Differentiating from competitors Unique sales tool
- 8. | P ALD PROACTIVE CUSTOMER RECOMENDATION RATE 85% 8