HOW TO PUT FOCUS ON END USER OF SERVICE IN B2B OUTSOURCING ALD AUTOMOTIVE

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

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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!