Peugeot has this week renewed a deal with epyx to provide a specialist 1link Service network helpdesk.
The initiative has dramatically reduced the response time from Peugeot dealers to work requests from fleets through the service and maintenance e-commerce platform, as well as cutting the number of work refusals.
Phil Robson (pictured), director, fleet operations at Peugeot, said: “It is important that when a fleet customer wants to make a service and maintenance booking into our franchise network through 1link Service Network that they receive a fast and affirmative response.
“The 1link Service Network helpdesk has greatly improved our performance in this department. We are ensuring that more work goes into the franchise network, which means better service for fleet customers and more business for our dealers.”
Peugeot has also created a new fleet aftersales standards programme called Performers, which provides a benchmark service to which all Peugeot dealerships now aspire.
Robson explained: “Responding promptly to work requests must be matched by the resultant customer service and Performers is designed to ensure that we meet and exceed expectations.”
Gary Gibson, head of customer services at epyx, the company behind 1link, said: “We discussed the issue of booking times with Peugeot and together came up with the idea of a service helpdesk designed to reinforce dealer performance.
“Getting a quick response to a booking and meeting the fleet’s needs in terms of dates and locations, is vitally important and the service helpdesk has helped Peugeot achieve this aim.”