Serves the Commercial Small Fleet Market of 10 – 50 Vehicles

Enterprise Fleet Services' Call Center Delivers Customer Service

April 7, 2003

Enterprise Fleet Services, a full-service fleet management company that serves businesses with 15-125 vehicles, says it has increased efficiencies and enhanced customer satisfaction by making it faster and easier for customers to reach a service technician or customer service representative in its National Service Department. As a result, the company says the percent of incoming calls that are answered without using voicemail has risen to 95 percent and the average wait time has been reduced from approximately 4.5 minutes to less than one minute for calls on hold.According to the company, improvements made at the National Service Department include updating technology and reorganizing operations. In addition to implementing a new, more efficient phone system, four service technicians and two customer service representatives were added and work schedules were rearranged to ensure increased coverage during the early morning shift and during lunch hour. Other enhancements included adding Spanish language capabilities to make it easier to communicate with automotive service repair shops in predominantly Spanish-speaking communities across the nation. "Enterprise is committed to ensuring customer satisfaction in all areas, and that includes our National Service Center," said Bob Schurwan, assistant vice president of Enterprise Fleet Operations. "Having a service technician available to answer questions quickly enables us to be more efficient, which means better service for our customers."Enterprise Fleet Services has more than 11,000 fleet customers and a network of more than 65,000 affiliated service centers nationwide. Each month, the company says the National Service Center receives an average of 22,000 calls, primarily from maintenance service providers, fleet administrators at customer companies, and drivers needing roadside assistance. National Service Center representatives ensure that customers receive maximum warranty benefits, as well as rebates, price breaks and other opportunities to minimize expenses. The majority of calls involve service center providers that are responsible for routine and emergency maintenance and repairs for Enterprise customers with full-service maintenance agreements. Enterprise says its full maintenance program is the only one in its industry that extends maintenance coverage to virtually all makes of cars, light duty trucks, and service vehicles, as well as many diesel engine vehicles. Full maintenance includes everything up to 100,000 miles, from replacing wiper blades to replacing tires and rebuilding transmissions, all covered in one monthly rate. "Our National Service Department is focused on providing the best personalized service to our fleet customers," said Schurwan. He added that in addition to having recently received the Automotive Service Excellence (ASE) "Blue Seal of Excellence" award for the sixth consecutive year, an industry record, each of Enterprise's more than 30 service technicians are ASE certified.As a full-service fleet management company for businesses with fleets between 15-125 vehicles, Enterprise Fleet Services supplies virtually all makes of cars, light and medium duty trucks and service vehicles to businesses nationwide. Enterprise has 45 fully staffed offices nationwide. For more information, visit its Web site at or call toll free 1-877-23-FLEET.
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