how to put focus on end user of service in b2b outsourcing ald automotive
TRANSCRIPT
HOW TO PUT FOCUS ON END USER OF SERVICE IN B2B OUTSOURCING
ALD AUTOMOTIVE
ALD AUTOMOTIVE
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ALD AUTOMOTIVE
Leader in Corporate Mobility Solutions
Providing company cars to our Clients
Offering wide range of Services
Global reference in quality
| P May 3, 2023 3
ALD AUTOMOTIVE WORLDWIDE
5,000 Employees
Management of
1,150,000 vehicles/drivers
75% Full Service Leasing 25% Fleet Management
Subsidiaries in 39countries
ALD bluefleet for sustainable development
Part of
100,000
Clients
2nd largest leasing company in Europe3rd largest leasing company worldwide
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FULL SERVICE LEASING
Road Assistance
Replacement Vehicle
Insurance
Reporting & Cost optimization
Accident Management Technical Service
Fuel Card Service
Tyre Service
Operating Leasing
Consultancy
Vehicle Return
Services delivereddirectly to drivers
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ALD PROACTIVE
Online DRIVER satisfaction survey platform Based on operations front office process channeled through Call-center All events related to vehicle/driver are logged as Case in CRM 6 different service categories 4 short and simple questions related to performed service Scores from 1 -10 Automated internal escalation for all ratings below 6,1 Driver can block survey individually
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CLIENT – DRIVERS INTERACTIONS
ALD Automotive Drivers
CLIENTManagement /
Decision makersStrategic focusContracting
Service presentationYearly satisfaction surveys
PROACTIVE SURVEY
DRIVER FEEDBACK ON SERVICE QUALITY
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ALD PROACTIVE
Client benefits Direct feedback on contracted service quality from their employees Measurable KPI-s Highest personal information's security standards Access to company scoring for fleet managers
ALD benefits Focus on actual service consumer - driver Transparency as a basis for long-term partnership Complaints follow up and action plan Commitment to continuous service quality improvement Supplier performance overview Differentiating from competitors Unique sales tool
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ALD PROACTIVE
CUSTOMER RECOMENDATION RATE 85%
LET’S DRIVE TOGETHER!