Europcar has introduced an enhanced delivery and collection service for business drivers, designed to provide a high-quality and transparent customer service experience.
Responding to customer feedback, the business – which is on track to carry out more than one million vehicle deliveries and collections in the UK this year – is giving advance notice of delivery and collection time slots under the new DeliverRight initiative. This provides a text messaging service so that the customer is notified within a two-hour window of when their vehicle will be delivered or collected, giving them valuable information while also reducing the chance of missed deliveries and collections having a knock-on impact on Europcar’s services.
The DeliverRight initiative is also piloting the use of the latest handheld technology to geo-stamp vehicle checks at the start and end of rentals. Set for full roll-out in early 2020, the new technology will provide customers with greater transparency into all charges associated with their hire, including mileage, fuel and damage.
Internal processes have also been streamlined to further improve the customer experience, with new workflow management tools for the service agents to carry out deliveries and collections. Other developments include a new training video which focuses on best practice and a new online tool which supports fleet controllers and service agents.
And to ensure the DeliverRight programme delivers continuous improvement, Europcar service agents – in essence all client-facing Europcar employees – will also ask customers to complete a short survey on the service they have received, which will then directly feed back into the DeliverRight programme.
“Customer expectations are changing fast,” said Gary Smith, managing director, Europcar Mobility Group UK. “That’s why we have introduced the new DeliverRight initiative. 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.”
