Collaboration, a desire to listen and an in-depth understanding of their customers’ needs are just three of the factors which elevate Fleet Service GB’s customer service.

The fleet management provider’s aim is always to manage and reduce fleet operating costs, but it says to do this, it – and its employees - must completely understand its clients, their businesses and requirements.

It does this through a combination of personal relationships, a detailed knowledge of the fleet industry and technology.

Fleet Service GB is supported by an advisory group of experienced industry individuals, as well as by customer fleet decision-makers.

It also has a ‘New Dawn Group’ made up of fleet managers and this meets with the Fleet Service GB support team, notably the IT department, to challenge what the future looks like, identify potential solutions and determine how best to develop and implement.

Another factor key to its customer service success was the decision taken when the business was formed in 2016 that it would be a co-ownership company.

This means members of the senior management team are all shareholders and all staff have the opportunity to acquire shares to give them a stake in the organisation.

As a result of this ‘individual ownership’, employees take responsibility and have a commitment to deliver what customers require.

Fleet Service GB does not use traditional matrices to monitor customer satisfaction.

Instead it has in-depth relationships at both senior management and employee levels. 

It believes that without those relationships and the ability to analyse and exchange ideas, a business has no knowledge as to whether it is successful and delivering on the aims and objectives of clients.

Fleet Service GB provides 24/7 service support via a single telephone number.

Every call is answered within 20 seconds with a human response – there is no automated answering technology.

This level of service has resulted in 100% customer retention, with the company having never ‘lost’ a customer.

Judges’ comments: Fleet Service GB takes the time to understand how your fleet works and what it needs – everything the company does reflects that. It works in an open and transparent way to build a partner relationship, not simply a client relationship.

 

Finalists: Activa Contracts, Arval UK, Fleet Service GB, Hitachi Capital Vehicle Solutions, Ogilvie Fleet, Reflex Vehicle Hire, The AA

Highly commended: Ogilvie Fleet

Award sponsored by: Copart UK

 

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