EUROPCAR is rolling out an enhanced customer service programme to meet the changing requirements of the delivery and collection services provided to business drivers.
With more than 1 million deliveries and collections set to be carried out this year, the service provides a vital time-saving benefit. It is, therefore, crucial that workers – and their employers – can rely on a high quality and transparent customer service experience.
Gary Smith, Managing Director, Europcar Mobility Group UK, said: “Customer expectations are changing fast. “That’s why we have introduced the new DeliverRight initiative.
“It’s 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.