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HOW TO PUT FOCUS ON END USER OF SERVICE IN B2B OUTSOURCING
ALD AUTOMOTIVE
ALD AUTOMOTIVE
| P 2
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
| P 4
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
| P 5
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
| P 6
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
| P 8
ALD PROACTIVE
CUSTOMER RECOMENDATION RATE 85%
LET’S DRIVE TOGETHER!