Customer Service Award – Mediafleet
Although there is a huge number of companies that design, supply and fit vehicle graphics, Mediafleet, established back in 2002, sets itself above the rest with its high level of customer service, citing this as a ‘critical success factor’. Taking a different approach, the business has developed its support function, something traditionally used for handling customer enquiries and complaints and transformed it into a core element of its business growth strategy. This is the primary reason that the business has experienced 100% growth since 2017.
Often, a business fails to take a customer’s eye view of the process of securing a product or service. When creating the Mediafleet customer support package, the company studied the ‘pain points’ that a customer could encounter when procuring graphics and sought to tackle these at the point of enquiry. This ethos was at the heart of inspiring Mediafleet’s vision: To be the leader in UK vehicle branding creation and management by the generation and implementation of superior processes, communication and customer understanding.
Mediafleet’s customer experience strategy, the key process used from the initial enquiry to any endpoint, includes a number of touch points that are considered throughout. The strategy is behind all marketing communications and content, the feedback mechanisms offered to the customer. It ensures clarity in all proposals, with jargon-free and all service features, advantages and benefits are clearly explained. Prototyping is always offered, ensuring that the customer is confident that the end product will be what was originally required. Customer expectations regarding delivery are clearly managed, with updates provided to the client in the frequency and format preferred. When the work is complete, the ‘sign off’ of the finished job is a personalised event.
The customer experience strategy includes after-sales support, with regular calls or visits carried out to ensure the customer always feels supported even after they have taken delivery and paid their invoice. Often, vans will be seen with part of the livery missing due to an accident repair. Mediafleet recognises the importance of brand continuity, and so offers a 72-hour ‘time to fix’ on all repairs which it claims is unique in the industry.
There is no customer service or sales department at Mediafleet. Instead the account services management team are highly trained in vehicle graphics and all it entails. And since the company only supplies the automotive market, this specialism gives customers confidence that the business and its people are totally competent and they understand their needs. Perhaps unique in this industry, Mediafleet operates a single-tier hierarchy within its organisational structure, allowing for an unrestricted flow of information and communication.
Mediafleet is keen to demonstrate that the customer service strategy can be evidenced, with numerous testimonials from customers of all sizes. Europcar UK fleet procurement analyst, Chris Parrott stated: “Since 2013, Mediafleet has successfully furnished Europcar with the livery we require when we require it. In some cases, the lead time available to Mediafleet can be as short as one week, but they are still able to deliver over 200 kits per week without issue. Mediafleet continues to meet our demanding schedule and has a faultless track record”.
Ryan Long, head of commercial vehicle supply chain for Zenith, states: “We have peace of mind in the fact that we know once the order has been placed, it will be delivered on time and to our specification. Mediafleet is a technically proficient organisation delivering their services in friendly, approachable manner. I wouldn’t hesitate in recommending Mediafleet, especially for those fleet operators looking to develop and launch new vehicle branding designs.”
Highly Commended: The AA
Although a household name, the AA constantly evolves to ensure that its customer service is equipped to cater for the changing demands of its members. Claiming to want to make a real difference to customers’ business, it says this is achieved by having the right team in place and also ensuring solutions, products and services that are offered are what is required.
Recent developments include working with nine electric vehicle chargepoint providers, which handle over 140,000 calls annually from customers. The AA has also created a partnership with Locks4Vans, supporting customers who have either lost a key or are locked out of their van, keeping downtime to a minimum.
With over 12 million B2B customers, including many of the UK’s largest fleets, the AA is recognised as a Which? Recommended Provider for the 5th consecutive year and the roadside NPS score across the B2B sector is in the ‘excellent’ category.