Car hire brand Europcar has announced the roll-out of enhancements to its delivery and collection services following strong demand from its corporate customers.
According to Gary Smith, MD of Europcar Mobility Group UK, the company’s new DeliverRight initiative has been designed to “meet – and exceed” customers’ expectations. It ensures its operations teams have the tools needed to provide an improved service.
Smith said: “We analysed hundreds of customer comments to help us understand where enhancements to our service could be made. Something that many business users asked for was advance notice from the service agent of their delivery and collection time slot – much like consumers now receive for other deliveries.”
As a result, Europcar has introduced a text-messaging service to inform drivers within a two-hour window of when their vehicle will be delivered or collected.
“This not only ensures the customer knows we’re on our way, but also reduces the chance of missed deliveries and collections having a knock-on impact on the service we provide to all our customers,” added Smith.
In addition, the company is piloting the use of hand-held technology to ‘geo-stamp’ vehicle checks at the start and end of rentals as part of the DeliverRight initiative. Set for an early 2020 roll-out, Europcar said the technology provides customers with greater transparency into all charges associated with their hire, including mileage, fuel and damage.
Service agents also have access to new workflow management tools to carry out deliveries and collections, while all employees will ask customers to fill out a short survey on their experience, which will feed directly into the DeliverRight programme for continuous improvement.