Fleet Customer Satisfaction through Transparency

This is a big number: 1,000,000.

It seems even bigger when you consider that’s the number of customer interactions we have tracked since we launched CARE™, our proprietary CRM system, seven years ago. By designing and developing our own CRM system, Donlen’s Customer Activity Request Engine (CARE) brought unrivaled transparency to our customer relationships. Through CARE, every interaction with a Donlen customer service representative is recorded – whether it is via phone, fax, or email.

But what makes CARE unlike any other CRM in the industry is that customers are able to access CARE (via FleetWeb®) just like we do. What does that mean? Complete account transparency: they see the exact same information that we do.

As the first point of contact with every Donlen customer, the customer service team is critically important to every interaction we have, including the development of projects designed to add new functions and improve the customer experience. And to help us continuously improve both quality of service and responsiveness, Donlen’s management team monitors and reviews CARE daily.

We take customer satisfaction seriously. Whether it’s capturing information in CARE, the careful way we structure our account teams to match customers’ needs, or the robust internal metrics we implement to measure our service delivery, “exceeding expectations” is more than just a buzz phrase here at Donlen.

We’re very proud that we’ve been named as finalists in this year’s Stevie Awards for Sales & Customer Service for the following:

  • Category: Front-Line Customer Service Team of the Year: Donlen’s Front Line Customer Service Team Helps Streamline Customer Processes
  • Category: Business Intelligence Solution: Donlen’s DriverPoint™ Telematics Helps Fleet Cut Costs, Increase Safety

Both of these case studies illustrate the ways our service delivery model helps customers achieve real and significant results. Later this month, we find out whether we receive gold, silver, or bronze for each of these finalists, but in reality, the color of the award doesn’t matter as much as the satisfaction we get partnering with customers on new opportunities and challenges – and yes, to exceed their expectations.

Industry News

2012 is well underway, and sales and projections look good. A few noteworthy items we found as we close out the first month of the year:

Could 2012 be the best year for the auto industry since 2007? If January sales are any indication, it could very well turn out that way. New products and lower interest rates are considered to be factors in the accelerated industry growth.

Recent research indicates the worldwide market for hybrids and plug-ins will grow more than 90%, with sales of hybrid medium and heavy duty trucks doubling in 2012.

January’s top 10 selling cars include the Ford F-series, Toyota Camry, and Chevy Silverado. > Check out the full list here

Going to the NTEA Work Truck Show? This year’s show, held in Indianapolis on March 6-8, 2012, promises to be the best and most informative yet. And we’ll be there! Use the new Work Truck Show 2012 app on your smartphone to locate Donlen’s Booth #5647. Talk to our industry experts and pick up some fun stuff. While you’re there you can enter to win an iPad!

Be our special guest! > FREE registration for the Work Truck Show 2012

Driver’s Corner

We know to pull over for ambulances and extreme weather when it becomes unsafe. But there are a few other instances where you think you can remain in control behind the wheel, but really, it’s better to pull over. Feeling ill? Anything from a toothache to a migraine headache can impair driving, and anything more serious such as chest pains or shortness of breath need to be taken care of immediately. While talking on the phone is unsafe, and in most states now illegal, having emotional conversations make this much, much worse. Don’t do it. Changes in the way your car is handling and extreme fatigue are two more instances. Take these tips seriously, and pull over for safety.

And Finally…

And finally, if you love design as much as we do, you will really like these classic car logo designs. Many are iconic and ingrained in our collective memories: the VW badge, the Ford F-100 arrow, or the Porsche shield. But how about the Hudson Hornet? The Hupmobile 20 Roadster? Maybe one of these was attached to your (or your father’s) first car. > Check out all 50 classic logos here

Have a nice weekend. Safe travels.

Originally appeared in FridayFleet on February 3, 2012

About Donlen
A wholly owned subsidiary of The Hertz Corporation (NYSE:HTZ), Donlen (www.donlen.com), 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.”