Inchcape Fleet Solutions is boosting out of hours customer support with the introduction of a personalised in-house service to deliver an improved experience to company car and van drivers.
Inchcape Fleet Solutionshas introduced a ‘twilight shift’ running from 6pm to 10pm and later this year, the company will extend in-house fleet manager and driver support to include Saturdays and Sundays and by the end of 2010 it will provide a 24/7 service 365 days a year.
Until this change took place last month, 24/7 customer support outside of 8am-6pm Mondays to Fridays saw calls redirected to key service partners who would provide a basic level of support to drivers typically requiring help with vehicle breakdowns and servicing.
David Graham, customer services director at Inchcape Fleet Solutions, said: “In response to client demand we have embarked on the first stage of a three stage programme to enhance the 24/7 support we already provide our clients outside of normal office hours thus delivering an unrivalled level of customer service.
“Feedback from the first shift was very positive with more than 150 calls taken and we will be using the data and information we collect to shape our future plans as we seek to expand the service to include weekend cover and ultimately a full 24/7 solution.”
Introduction of the ‘twilight shift’ has been handled by reallocating staff and some employees offering to work longer hours. However, as customer support is extended 24/7 a number of new job opportunities are expected to be created.
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