Fleet News

Fleet News Award winner: Customer Service Award - Ogilvie

Gordon Stephen (left) receives his Fleet News Award in 2012

To describe Ogilvie as a diverse business would be a serious understatement. Construction, property and communications are all well established and successful arms of the Stirling-based company.

And this gave Gordon Stephen a major headache. The managing director of Ogilvie Fleet initially struggled to raise the profile of the contract hire and leasing division.

“We have always had a good story to tell but nobody really knew,” says Stephen.

“Even in Scotland we weren’t very well known. We have been working really hard over the past couple of years to raise our profile, and winning awards really helps to do this.”

This year’s Fleet News Awards customer service winner, Ogilvie Fleet has introduced a range of initiatives to enhance its overall customer experience.

It has also earned recognition for its customer service in the annual Fleeteye CSI survey, demonstrating that a personal touch and commitment to customer satisfaction is key to not only winning new business, but keeping it too.

Fleet News: You launched a number of new IT initiatives throughout 2011. How do you plan to stay ahead as technology continues to develop at such a fast pace?

Gordon Stephen: It’s an evolution. Technology is constantly moving forwards and if you get yourselves near the front, as we believe we have done, it becomes about continually evolving and keeping pace.

We speak to customers all the time and ask them what technology they would like to see.

We have invested heavily in IT and online services, but most importantly we are a bespoke service. We tailor our offering for what a customer wants and needs.

If they don’t want any reporting and they want a one-on-one conversation with an area manager, they can have that too. We don’t force technology down people’s throats.

FN: Leasing companies generally offer very similar services to each other. What do you think makes Ogilvie Fleet stand out?

GS: Everyone at Ogilvie Fleet is very customer focused and winning the Fleet News Award proves this. No other company won this award this year and it has probably opened the door to some new customers.

Leasing companies do offer similar services and it’s getting harder and harder to stand out. Once someone gets a good idea, the other leasing companies follow suit.

The one thing we have always excelled at is our service and that helps differentiate us.

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