Press Release
December, 2011
Volkswagen Fleet Services in MoDel trial aimed at improving customer service
Volkswagen Fleet Services has embarked on a three month trial of Ebbon-Dacs’ MoDel electronic vehicle delivery and collection solution with 17 of its 65 fleet business partner dealerships and the fleet customers of four separate leasing companies, with the aim of improving customer satisfaction.
This is the first manufacturer-sponsored trial of its kind in the UK and runs until the end of March, involving leasing companies Hitachi Capital Vehicle Solutions, GE Capital Fleet Services, ING Car Lease and Volkswagen Group Leasing. If it successful, Volkswagen Fleet Services plans to roll the system out to its entire fleet retailer network.
MoDel is a new online solution which has been developed as a joint venture between Oxford-based online solutions Ebbon-Dacs and motor accessories supplier, VGroup International. It fully automates the new vehicle delivery handover and collection process and allows customer satisfaction information to be fed back instantly into Ebbon-Dacs’ market-leading Leaselink e-procurement platform, which is used by the majority of UK leasing companies.
This reduces the time taken to record delivery and handover information, verify the condition of vehicles and collect and analyse customer feedback, as well as speeding up the invoicing and payment process.
Iker Lazzari, National Contract Hire and Leasing Manager at Volkswagen Fleet Services, said that the trial was expected to deliver around 500 new vehicles over the next three months to end-user fleet customers of the leasing companies involved.
“We are really committed to improving levels of customer service to both leasing companies and end user fleets and see MoDel as the ideal software solution to help us achieve this objective,” he said.
“We are working with a mix of small, medium and large sized dealers within our fleet business partners’ network to test the quality of the service and collect customer feedback information at the point of handover.
“At that point, we will ask the customer five service questions to rate the overall experience and capture their responses. This anonymously gathered information will allow us to make any necessary improvements, and will help achieve our objective to be in the top five manufacturers in terms of customer service by the end of 2013.
“We are confident of a successful outcome to the project as we have employed a stringent and rigorous assessment of the system, its security, its compliance with data protection and its overall capabilities before embarking on the trial,” he added.
A series of review meetings will be held over the next three months between the various stakeholders to review progress of the trial before a final decision in March.
Every year, leasing companies deliver up to 500,000 vehicles to fleet customers via networks of preferred dealers, utilising a variety of methods, usually paper-based, of capturing vital feedback on vehicle condition, handover completion and customer experience.
By automating and standardising this process, MoDel allows CRM processes to be carried out far more quickly and efficiently, including capturing important customer satisfaction information, vehicle condition reporting, delivery confirmation and helping identify and remove errors from the delivery procedure.
Customer information is uploaded by PDA directly into Leaselink, which is used by dealers and leasing companies around the UK to electronically source and manage more than 100,000 new vehicles per annum.
“We are delighted that Volkswagen Fleet Services has embarked on this pioneering trial with its fleet business partners and a selection of leasing companies to fully evaluate the MoDel system, said Robert Pilkington, managing director of the Leaselink International division of Ebbon-Dacs.
“Making the MoDel system the solution of choice for all their vehicle delivery and collection requirements will bring huge benefits in capturing customer feedback, eradicating errors and speeding up the vehicle delivery and invoicing process,” he said.
Iker Lazzari – Volkswagen Fleet Services
Ends
Notes to Editors
About Leaselink
Following seven years’ development, Leaselink is Europe's market leading web based e-procurement solution, linking franchised dealers and motor manufacturers to major fleet management, leasing and rental companies.
An established online community, Leaselink is accessed by over 700 franchised dealers and dealer groups every day to respond to tenders and optimise the supply of fleet vehicles. In 2009 the trading platform was responsible for in excess of €3.15bn worth of fleet orders in the UK and Europe.
About Ebbon-Dacs
Ebbon-Dacs is an online solutions company based near Oxford and specialises in delivering hosted, web technology solutions. The company has a presence in France and the Netherlands and, through partners, in Italy, Germany, Australia and Portugal.
Ebbon-Dacs, which is owned by a private equity group, provides business process automation solutions to a wide range of automotive business enterprises through a number of different business tools and solutions and is a leader in hosted solutions for the automotive industry.
About VGroup International
Launched in 1992, VGroup International is a full process supplier of vehicle accessories to all sectors of the new car market, including motor manufacturers, accessory departments, the fleet and leasing industry, dealers and dealer groups and major retail outlets.
VGroup International operates in UK, China and the United States of America and is opening an outlet in Australia. It is looking further to establish itself in the Middle East and South Africa.
One in three new cars sold in the UK have a VGroup International product in them, and the company also has programmes for light commercial vehicles, from graphic design and manufacture to ply lining manufacturing and fitment.
Contact information:
Andrew Wilson
Sales director
Ebbon-Dacs
Tel: 01865 866810
Mob: 07976 337637
Email: andy.wilson@ebbon-dacs.com
Press enquiries:
Mike Gunnell
MGMedia Services
Tel: 01832 275060
Mob: 07786 971 544
Email: mike@mgmediaservices.com