Arval has launched a new programme of driver care initiatives in the UK designed to bring it closer to drivers and provide improved communications channels for this important audience.
New content for driver packs, winter driving tools, simple feedback mechanisms, online and SMS text functionality for drivers are just some of the initiatives being supported by a face of driver services.
Named Sarah Walker, she is designed to humanise the communications that Arval provides to drivers, and represents the service commitment that they make to driver service.
Arval is keen to not only provide useful tools to drivers but also be seen by drivers as a friendly, approachable and supportive business to deal with whether that’s over the phone, via email, or through the web tools that Arval provides.
This is one of a number of initiatives from Arval designed to change the relationship with customers and their drivers; enhancing their experience, improving service quality, introducing innovation and encouraging interaction.
Arval proactively tracks driver satisfaction, reporting on it through a monthly dashboard. The latest figures show 98% satisfaction with the way that Arval handles driver calls and 97% satisfaction with communications but the Arval business is still pushing to improve.
Robert Pieczka, business development and marketing director at Arval, said: “We are clear that our focus on service goes beyond our customers to ensure that we also provide a great experience for their drivers.
“That’s why we have enhanced the solutions that we provide to drivers, and will continue to do so into the future, all supported by our face of driver services; an innovative approach designed to support driver engagement, interaction and further improve the experience.”
Arval initiatives to support drivers include:
- New and improved packs for drivers
- Enhanced winter driving packs
- SMS alerts for servicing and MOT
- Simple feedback mechanisms to rate the Arval teams and the service provided
- Automated pre and post vehicle delivery email communications
- Preferred service, maintenance and repair network for drivers
- Face of driver care - Sarah Walker
The face of driver services is a component of One Arval, a programme designed to take the very best practices from within the 25 Arval subsidiaries and make them common practice across the group.
It was originally implemented in Arval Spain and worked so well that it has since been rolled out in India and Brazil. The UK launch won’t be the last and will be followed by several other countries across the Arval group.