In an effort to improve vehicle delivery and collection for business drivers, Europcar has announced the rollout of an enhanced customer service programme called DeliverRight.
With more than one million deliveries and collections set to be carried out this year, the service provides a vital time-saving benefit, says Europcar. It is therefore crucial that workers – and their employers – can rely on a high quality and transparent customer service experience.
“Customer expectations are changing fast," explained Gary Smith, managing director of Europcar Mobility Group UK. “That’s why we have introduced the new DeliverRight initiative. Designed to meet - and exceed - our customers’ expectations, it is ensuring our operations teams are well equipped to offer exceptional customer service when delivering and collecting vehicles.
“We analysed hundreds of customer comments to help us understand where enhancements to our service could be made.
“Something that many business users asked for was advance notice from the service agent of their delivery and collection time slot – much like consumers now receive for other deliveries.
“We have, therefore, introduced a text messaging service so that the driver receives a text within a two hour window of when their vehicle will be delivered or collected. This not only ensures the customer knows we’re on our way, but also reduces the chance of missed deliveries and collections having a knock-on impact on the service we provide to all our customers.”
The use of the latest hand-held technology to geo-stamp vehicle checks at the start and end of rentals is also currently being piloted as part of the DeliverRight initiative.
Set for full roll-out in early 2020, the investment in this new technology will provide customers with greater transparency into all charges associated with their hire, including mileage, fuel and damage.
Internal processes have also been streamlined to further improve the customer experience, with new workflow management tools for the service agents to carry out deliveries and collections.
A new training video which focuses on best practice and a new online tool which supports fleet controllers and service agents have also been developed to ensure a consistent, smart and smooth delivery and collection.
Service agents, all Europcar employees who wear branded uniforms, will also ask customers to complete a short survey on the service they received, which will then directly feedback into the DeliverRight programme for continuous improvement.