The correct use of CRM (Customer Relationship Management) software can help leasing and other suppliers improve relationships with customers, boost margins and identify other business opportunities amongst the existing customer base.
That’s the view of Andrew Leech, business manager at Mycompanyfleet, the automotive division of global HR solutions provider NorthgateArinso, who says that CRM software can play a key role in boosting supplier profitability across a host of asset classes.
Leech cites as evidence for his argument the case of KLM Equipment Services (KES), an independent subsidiary of KLM Royal Dutch Airlines, which uses Mycompanyfleet YourAcumen CRM software to manage a fleet of 2,500 vehicles and other assets at Amsterdam’s Schiphol Airport and provide a wide range of fleet management services to fleet and corporate customers.
These services include contract hire and leasing, TCO (total cost of ownership) reporting, fixed price maintenance, maintenance management, equipment reconditioning, and workshop and depot management, and all are managed online through a bespoke suite of Mycompanyfleet software solutions.
To meet customer requirements, KES provides a variety of assets of up to €1m in value, ranging from small ground vehicles such as light vans, coaches and mini-buses, to specialised power units, pallet loaders, aircraft tractors and lifting platforms.
Managing such a wide diversity of assets requires a sophisticated, flexible and scalable software solution, and the company utilises the functionality of the YourAcumen CRM system to provide a customer-facing fleet management portal to manage assets on behalf of its business customers.
Through this facility, fleet customers can request vehicle hire and leasing, identify and log defects, handle airport emergency calls and generally receive an all-embracing, first- rate customer service.
The YourAcumen system is exceptionally easy to use from a management viewpoint. It uses exception reporting methodology within a highly visual dashboard environment to highlight areas of the business that require management attention, and avoids the overload of information that characterises many other current systems by identifying when key events become due and providing alerts to ensure action is taken.
Ad Demmers, KES contract manager, said:”We felt that the Mycompanyfleet CRM software solutions made the perfect fit with our requirements, and provided the ideal solutions to help provide more efficient fleet management services to our major corporate customers.”
Andrew Leech commented: “KES operates a wide array of motorised assets and provides an extensive range of fleet management services to a diverse customer base.
“To manage what is a very complex business scenario required a system that was capable of handling that complexity but was customer-centric and easy to use and operate.
“The whole range of fleet management services available are managed through a completely automated process and to a set of specified work flows that provide real added value to KES’s customer base.
“Providing enhanced customer services through a series of value-adds in this way undoubtedly aids customer retention as well as providing extended business opportunities for increasing revenue from the existing customer base,” he said.
KLM is not the only leading company to benefit from the use of CRM software from Mycompanyfleet. Leading corporate fast-fit supplier, Kwik-Fit Fleet, selected a bespoke version of the YourAcumen system to deliver enhanced driver support services to UK leasing companies through its Service24 proposition.
Kwik-Fit Fleet provides call centre-backed driver support services to the overwhelming majority of the UK’s leading contract hire and leasing companies as defined by the FN50 league table of leading companies.
And it selected YourAcumen to handle and co-ordinate driver bookings through Service24 for vehicle servicing, glass replacement, breakdown assistance and vehicle recovery for all its key leasing customers.
YourAcumen delivers streamlined processes and provide greater reporting capabilities than the legacy system it replaced, as well as providing mapping facilities for the entire Kwik-Fit Fleet centre network.
Simon Lucas, Kwik-Fit Fleet operations director, said:”We felt that the Mycompanyfleet solution was the perfect fit for us and the ideal solution to help provide enhanced driver support services to our major corporate customers.”
Mycompanyfleet provided an extensive demonstration of the capabilities of its YourAcumen system, involving a bespoke, personalised and fully operational version of the system that completely met Kwik-Fit Fleet’s exacting and demanding specification and requirements.
“By being able to demonstrate the full capabilities of our solution, we were able to convince Kwik-Fit Fleet that it was the correct one to meet their customer service requirements,” explained Andrew Leech.
