Fleet Van: What strategy changes have you implemented since taking on the role and what changes do you intend to make in the near future?

Scott Michael: As part of our “Citroën Vans – Business Class” programme, we are adapting our strategy to place even greater emphasis on the two larger vans in our range – the Dispatch and the Relay – as well as specialist converted vehicles.

This move is complementary to our long-standing success with smaller commercial vehicles, like the current Nemo and Berlingo.

This subtle change in strategy is illustrated by the introduction of the Dispatch Tradesman and expansion of the Ready to Run range.

Over the next few months, it will also see the Dispatch and Relay ranges expanded and improved as part of the company’s introduction of Euro V engines and the introduction of an automatic transmission.

In addition, our business centres will have an even wider choice of Ready to Run conversions available from stock.

FV: We reported in a recent issue about Citroën’s new Business Class strategy. Tell us a little about what this entails?

Martin Hamill: “Citroën Vans - Business Class” is a comprehensive programme involving Citroën people, products and services.

As such, it is focused on delivering an outstanding level of customer service as well as state-of-the-art LCV products. This will include providing customers with:-

  • Even greater levels of professional attention, through the business centre network
  • Environmentally-respectful, fuel -efficient vehicles, utilising our Euro V engines
  • A better equipped range of LCVs, with Enterprise top of the range models and other range-enhancing models
  • The unique Citroën Trafficmaster LCV Smartnav package enabling lower running costs and higher levels of operational efficiency.

At the heart of the business class strategy is our network of some 200 dealers.

Citroën continues to work closely with its dealer network to ensure that sales and aftersales service standards are in line with customers’ expectations.

A key part of the strategy is to enhance the customer experience in sales and aftersales, through a strategically positioned 90-plus strong network of business centres.

These new centres offer an expanded range of customer services, com- plementing those already offered by the existing Citroën dealer network.

These dealers are now adopting Citroën’s new corporate identity. To date, some 35 business centres have completed the corporate identity re-branding programme – the remainder will have the work finalised before the end of the year.

The centres offer:

  • Specially trained, dedicated pro- fessional LCV and car fleet sales staff
  • Additional, specially trained pro- fessional LCV technical support staff
  • A wide range of new Citroën LCVs in stock and on display
  • Displays of Relay specialist and Ready to Run vehicles
  • A wide range of LCV demonstrator vehicles available
  • A large choice of Citroën-approved used LCVs
  • A wide range of while-you-wait service operations
  • Extended opening hours for both sales and service
  • A variety of LCV courtesy vehicles, including Dispatch and Relay models.

Another key element of the pro- gramme is Citroën’s Trafficmaster Smartnav and Trackstar telematics package.

Citroën has long recognised that advanced telematics plays an important role in improving vehicle and driver productivity, as well as providing financial, safety and environmental gains.

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