Baker Hughes Streamlines Process; Customer Service Team of the Year Finalist

Successful businesses know that high customer satisfaction and retention is necessary in order to achieve long-term growth. This month, GM announced they were tying a portion of employee bonuses to customer loyalty* — the first time GM is rewarding employees based on customer retention.

Donlen adheres to this practice as well. For many years, customer satisfaction has been a key component of our yearly strategy and performance metrics. And yes, management bonuses are tied in part to achieving established goals.

Recently, our customer service team was approached by Baker Hughes to streamline their ordering and tracking process. This was no small request: Baker Hughes is one of the world’s largest oilfield services companies, and their order volume is high.

“We wanted to go paperless, and I wanted my team to concentrate on being more proactive with our customers,” said Brenda Davis, Commodity Manager for Baker Hughes. Davis wanted a customized ordering solution within FleetWeb® that would meet Baker’s goals of paperless routing and greater efficiency.

What resulted was an increase in efficiency and decrease in costs associated with the previous process.

> Read the full case study here

Customer Service Team of the Year Finalist

This month, Donlen’s customer service team was named as a finalist for Customer Service Department of the Year in the 2012 American Business Awards. We’re very proud of this achievement. More than 3,000 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration in a wide range of categories. The final placements of Gold, Silver, and Bronze Awards will be announced at an awards banquet on Monday, June 18, in New York.

Denise Semcken, VP of Customer Service & Client Integrations, provides leadership and overall direction for Donlen’s customer service organization. She’ll be heading to New York on Monday when the ABA customer service awards will be handed out.

“I’m so proud of my team for this nomination,” said Denise. “Of course it would be wonderful to win a medal from ABA in this category, but that’s not why we do our absolute best to support our customers every day. Our customers are facing some challenges, and we know how important it is to be responsive and understand how much they are depending on us in this competitive climate. Winning would just be a little icing on the cake, so I’m very excited to head to New York. Fingers crossed!”

Denise’s team was recognized earlier this year with a Silver Medal as Front Line Customer Service Team of the Year. Good luck!

There’s still time to register for the upcoming NAFA webinar:

Using Data to Green Your Fleet
Featuring Amy Blaine, Donlen’s Director of Strategic Consulting and Sustainability
June 20, 2012
1:00PM – 2:00PM EST

Register here >

Driver’s Corner

Some of us do some of these. Some do all of these. And those good drivers among us do none. We’re talking about the top ten worst driving habits. We know habits are hard to break, but breaking these can truly save your life. Look at this list (from Yahoo!® Voices), and then ask yourself how many you’re guilty of. Hopefully, the answer is none!

10. Not using your turn signal
9. Talking on the phone while driving
8. No courtesy, aggressive driving
7. Ignoring traffic signs
6. Not paying attention to your surroundings
5. Disrespect of weather and road conditions
4. Tailgating
3. Not wearing your seatbelt
2. Drinking and driving
1. Speeding

And Finally…

And finally, we’ve seen the future…of the gas station, that is. The first-of-its-kind station – opened recently in California –has something for just about everyone: drivers can pump gas, ethanol, and biodiesel; cyclists can get tune-ups on their bikes; and commuters can find public transit schedules. Is this a true shift in the way we think about transportation needs in our country? Now, just add CNG and electricity to that mix and it’s well on the way. What do you think?

Have a nice weekend. Safe travels.

Originally appeared in FridayFleet on June 15, 2012

About Donlen
A wholly owned subsidiary of The Hertz Corporation (NYSE:HTZ), Donlen (, with headquarters in Northbrook, IL, is the fleet industry’s most comprehensive and integrated provider of financing and asset management solutions. Since 1965, Donlen has offered its clients highly personalized and responsive customer service, and their workplace excellence has been recognized as one of Crain’s Chicago Business “List of 20 Best Places to Work in Chicago” each year from 2009-2011, a Leader on “The Global Outsourcing 100®” list by the International Association of Outsourcing Professionals (IAOP) for six of the last seven years, and a National Association for Business Resources “101 Best and Brightest Places to Work For in Chicago” each year from 2007-2012. Donlen’s innovation has been awarded with the Computerworld “2012 Honors Laureate for Economic Opportunity,” named to “2012 InformationWeek 500” for innovative technology; the Stevie® “2012 Gold Award for Business Intelligence Solution,” the Silver Award for “2012 Front Line Customer Service Team of the Year,” and the “2011 Corporate Environmental Responsibility Program of the Year.”