Citroën Fleet has significantly improved response times for customers who use the epyx 1link e-commerce system.
The average response time in June was down 63% to an impressive 24 minutes, having previously been around 65 minutes before the initiative began in January this year. Refusals are down by over 70% to just 26 in the month. Last year over 100 refusals a month were being recorded.
A new customer service team, appointed at the start of the year, liaises 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 Fleet, and the vast majority of the leasing industry, recognise the benefits of the epyx 1link platform to book work online with a Citroën franchised dealer. The process provides real benefits for leasing companies - although delays and refusals can severely impact operator satisfaction levels. Citroën quickly understood the need to enhance its service provision and a significant number of customers are now seeing the benefits.
Citroën UK's fleet director, Andy Wady, commented; "The new Citroën team's role is to intervene proactively with our dealers, ensuring all booking requests are dealt with quickly and effectively. In just five months, we have been able to make significant improvements and I am delighted with how well the Citroën network has responded. This is the first of several major fleet aftersales initiatives that we will launch this year, aimed at improving the quality of service our fleet customers receive. So far this is very encouraging and I'm confident we can do even better."