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Volkswagen has begun using a new electronic handover system designed to improve and monitor its customer service, launching initially with four leasing firms as VW seeks to enhance its relationship with end user fleet customers.
Known as MoDel (pronounced mow-del), the system has been developed by e-procurement specialist Ebbon-Dacs and operates via a handheld Motorola device that allows retailers and business car users to electronically sign for a vehicle delivery without the need for a traditional paper document.
However, the new system will also enable VW to ask business car drivers a series of customer service questions via the device when their vehicle is collected. Iker Lazzari, national contract hire and leasing manager at VW UK, told BusinessCar: "At the moment we've got no contact with the end user - the leasing company is the face of the customer.
"We need a measurement of the end user and this is the first way of doing that. There's no data protection issue - it's just a case of 'tell me five things about VW that you think we do or don't do well.'"
The integration of the new technology comes as VW is delving further into improving service to its fleet customers with a survey conducted by benchmarking specialist Experteye. A total of 34 leasing firms were asked how VW ranks against six competitors in nine core areas.
Lazzari said: "We've now got responses from all 34 companies. We've got 29 MD's views as well as operational ones and we're processing the results to understand where we rank."
He said the preliminary results showed that VW ranked around third within the industry but the full report has not yet been completed.
He continued: "We are recognising the importance of customer service. We need to be aligned in a partnership capacity with leasing companies and this will be an ongoing view that will improve our service to the end user over time."
Meanwhile, as well as improving customer service, the MoDel system will improve efficiency and eliminate paperwork with fleet collections and deliveries.
Lazzari said: "There's a huge amount of paper processing involved for both leasing companies and VW delivery agents in that it can take up to two weeks for a leasing company to receive and process the delivery document. This new process means it's transmitted immediately while recording condition and mileage."
VW began using MoDel in November 2011 and will see in the region of 500 units delivered by the end of its pilot scheme later this month. Four leasing firms - GE, ING, Volkswagen Group Leasing and Hitachi Capital - are using the system.
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