LEASING companies with a strong online presence and high level of visitors usually ensure that prices are kept keen – this is because if the prices are too high when the visitor first reaches the site, they will probably navigate away just as quickly.
Many leasing companies who gain a lot of their business through their website often rely on high volume, but not all practice the same high levels of customer service that you would expect from a more specialised small fleet leasing company, where the prices may be higher but the quality of service is something that their clients are willing to pay for.
Service with a competitive edge
Harrogate based Synergy Automotive deal with high unit volumes, that are largely driven through their website. However, their motivated team are trained to provide an excellent level of service and quality to all clients.
At the initial stage, each client is assigned a dedicated account manager who works with them while the deal is agreed.
At this point, the admin team take over and deal with everything from proposal to vehicle order, progress updates and finally delivery.
Paul Parkinson, director of Synergy Automotive said of the company: “Our ‘service and quality’ ethic is something we are passionate about. Our team work to manage client expectations and requirements from order to delivery and beyond.
“An example of this is our dedicated sales logistics co-ordinator, who is responsible for regular communication between our suppliers and customers, planning deliveries, collections and ensuring any delays or deliveries issues are dealt with promptly.
“We survey all our clients and regular feedback tells us they like this process. Even when the news is not so great, we work hard to find the best solution for all concerned.”
Dealing with delays
Paul continued:“It could be said we’re a sales organisation, we say we’re in the happy customer business and it just happens there are vehicles and finance involved.
“We recognise quality communication is at the heart of a great business relationship and are always looking at ways to improve what we do in a relevant way for individual clients.
“Front line staff have the confidence that the business supports them and is working with the best intention for their customers, this happens daily and strengthens their relationships.
“A growing percentage of repeat and referral business reassures us we are getting it right. When it does go wrong our solutions offer an acceptable outcome in sometimes difficult circumstances.”
In a world where unit numbers are everything and after sales care is often forgotten, Synergy Automotive have a dedicated member of their team to make sure that all clients receive an after sales courtesy call. There is also regular contact throughout their contract term.
Paul concluded: “Synergy Automotive’s processes and systems are built around our customers’ needs today and when they change so do we.
“Recently, we worked with a well-known Yorkshire and Lancashire based retailer, helping them move from a business mileage based ‘grey fleet’ programme to a company car scheme reducing their cost by over 50 per cent, whilst addressing duty of care and a number of HR issues.”
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