ALD Automotive is a global leader in corporate mobility solutions, providing company cars and a wide range of services to over 100,000 clients. Through its online driver satisfaction survey platform, ALD Proactive, the company directly collects feedback from drivers on the quality of services delivered. This focus on end users allows ALD to measure and improve service quality, strengthening partnerships with clients. The program has led to an 85% customer recommendation rate.

1. HOW TO PUT FOCUS ON END USER
OF SERVICE IN B2B OUTSOURCING
ALD AUTOMOTIVE
ALD AUTOMOTIVE

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ALD AUTOMOTIVE
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Leader in Corporate Mobility Solutions
Providing company cars to our Clients
Offering wide range of Services
Global reference in quality

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ALD AUTOMOTIVE WORLDWIDE
26 October 2015 3
5,000 Employees
Management of
1,150,000
vehicles/drivers
75% Full Service Leasing
25% Fleet Management
Subsidiaries in 39countries
ALD bluefleet
for sustainable development
Part of
100,000
Clients
2nd largest leasing company in Europe
3rd largest leasing company worldwide

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FULL SERVICE LEASING
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Road Assistance
Replacement Vehicle
Insurance
Reporting &
Cost optimization
Accident Management Technical Service
Fuel Card Service
Tyre Service
Operating
Leasing
Consultancy
Vehicle Return
Services delivered
directly to drivers

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ALD PROACTIVE
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 Online DRIVER satisfaction survey platform
 Based on operations front office process channeled through Call-center
 All events related to vehicle/driver are logged as Case in CRM
 6 different service categories
 4 short and simple questions related to performed service
 Scores from 1 -10
 Automated internal escalation for all ratings below 6,1
 Driver can block survey individually

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CLIENT – DRIVERS INTERACTIONS
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ALD
Automotive Drivers
CLIENT
Management /
Decision makersStrategic focus
Contracting
Service presentation
Yearly satisfaction surveys
PROACTIVE SURVEY
DRIVER FEEDBACK ON SERVICE QUALITY

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ALD PROACTIVE
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 Client benefits
 Direct feedback on contracted service quality from their employees
 Measurable KPI-s
 Highest personal information's security standards
 Access to company scoring for fleet managers
 ALD benefits
 Focus on actual service consumer - driver
 Transparency as a basis for long-term partnership
 Complaints follow up and action plan
 Commitment to continuous service quality improvement
 Supplier performance overview
 Differentiating from competitors
 Unique sales tool

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ALD PROACTIVE
CUSTOMER RECOMENDATION RATE 85%
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9. LET’S DRIVE TOGETHER!