The AFP recently reported that fleets were complaining of a fall in delivery standards, yet Engineius is seeing increased customer satisfaction on deliveries. Chris Clibbery, founder and CEO of the vehicle movement specialist, explains more.
In late March this year, the Association of Fleet Professionals (AFP) reported fleet dissatisfaction with vehicle deliveries using the agency model.
Fleets warned that EVs were arriving with little charge and internal combustion engine (ICE) cars with only a small amount of fuel when manufacturers had switched to the agency model.
Yet our own data reports a far more positive picture in customer satisfaction on delivery – something, as a new member of the AFP, we’re engaging with the fleet sector to share our experiences on.
Although fleets are disappointed in their service levels through the agency model, operators are actually experiencing an upturn in customer service levels rather than a downturn, when outsourcing with ourselves.
Using a vehicle movement specialist such as Engineius for deliveries allows clients to maintain and often improve on the end customer handover experience and satisfy their own bespoke requirements.
Founded in 2018 with the belief that it should be as easy to book and manage vehicle movements as it is to buy from Amazon or ride with Uber, our bespoke technology enhances the end-user experience.
This allows customers to track deliveries to their door across the UK via a network of over 600 fully trained drivers and agents managed fully inhouse.
Engineius services leading clients across all automotive sectors, including corporate fleets, SMR, rental, leasing, dealerships, remarketing, and breakdown services.
Our aim is to provide a consistent level of customer service to meet standards across all brands, and importantly the proven service level is identical whether the vehicle being delivered was £20,000 or £80,000.
Through the Engineius enhanced checklist completed by the driver, clients can achieve the level of service they want to deliver to their customers and stipulate, for example, whether a vehicle must be washed just before delivery and what minimum charge or fuel level was required. Typically, the minimum charge requested for an EV delivery is 50% and a quarter tank of fuel for an ICE vehicle.
This service is further enhanced because a client can add bespoke requests, such as ensuring that the end customer downloads an app from a QR code, delivered by the driver via branded merchandise.
Engineius can take care of the whole booking service, giving customers a choice of delivery slots and liaising with vehicle suppliers to ensure vehicles were prepared and ready for delivery on the designated dates.
Our network of more than 600 drivers and transport agents has the capacity to deliver the vehicles quickly, and to the required service levels.
With the impact of vehicle shortages, many customers had waited a long time for their new vehicles, and it is important not to make them wait longer than necessary but also whilst ensuring that all end customers receive a polished delivery experience with a professional handover and familiarisation.
Our drivers are trained and tiered so that the right driver is allocated to the right delivery. They collect from a dealership or a prep centre and are knowledgeable about the vehicle in order to perform a thorough handover.
Using the enhanced check list provided by Engineius allows customers to differentiate. The driver ensures that the vehicles arrive clean, meet the minimum charge/fuel requirements and conduct a thorough handover of the vehicle in a manner that would be expected. This has resulted in higher overall levels of customer satisfaction on delivery for our fleet clients.
It’s testament to Engineius and our proven service levels that several clients supply chain partners have decided to work directly with us for their wider movement requirements.
Taking delivery of a new vehicle is an exciting moment, so the importance placed on the delivery experience makes a real difference – both for us and our clients.
