A customer-centric approach in the development of its digital platform helped Zenith win Leasing Company of the Year for more than 20,000 vehicles. The culmination of several years’ work, its dedicated customer service platform enables it to provide a common and consistent approach no matter which office or department interacts with drivers.
It also allows workflow analysis so customer service levels can be quickly analysed and it can show where drivers raise the most queries, enabling recommendations around policy or service delivery.
Zenith operates a fleet of more than 85,000 vehicles and focuses on serving blue-chip customers, principally as sole supplier. It is ranked 7th in the FN50’s list of the UK’s top 50 contract hire companies, with a risk fleet of 58,392 vehicles.
Its key focus is to deliver best-in-class service to its customers.
A dedicated account executive and customer relationship manager are on hand to provide advice, while bespoke real-time information about fleet performance and service levels is available to customers at any time.
This is backed-up with quarterly review meetings with every customer.
In the past year, its consultancy team has completed 10 projects achieving a total annual saving of £8.5 million or £1,330 per unit.
Service level agreements are also constantly monitored, with feedback provided to key fleet decision-makers on how well it is performing.
Picture caption: Jaguar Land Rover fleet and business general manager Jon Wackett (left) presents the trophy to Zenith chief executive officer Tim Buchan
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Zenith’s approach to innovation sees it work with fleets of all sizes to develop products and services. Its new customer service platform, Accelerate, has boosted query resolution and helped Zenith identify areas for improvement. It is trialling weekend and evening working to meet the needs of different drivers.