CUSTOMER SERVICE SYSTEM
EUROPCAR INTRODUCES NEW INTERNATIONAL CUSTOMER SERVICE SYSTEM
Europcar has boosted its customer service offering with the introduction of a new customer service tool which will enable international logging of customer enquiries onto one system.
The bespoke enhancement to Europcar’s customer reservations system is a first in the car rental industry and will allow both branch and head office employees to record customer feedback which will then be held centrally.
This information can be used to resolve queries on the spot or can be automatically transferred to the Network Support Customer Centre customer relations team for further action.
Because customer feedback can now be logged at the time of the rental, queries can be resolved much faster than before. Customers following up a rental query will no longer have to repeat information to customer service representatives as all the rental details will be automatically accessible through the new system.
This improvement is the first initiative to be launched by Europcar’s international Customer Service Forum, a group formed to collaborate on customer service issues and information across Europcar’s corporate countries.
The aim of the Customer Service Forum is to enable transparency and visibility of information across Europcar, using electronic documentation to improve the process of handling responses to queries and complaints.
Frank Garofalo, Head of Customer Service and Data Management for Europcar UK, said: “The increased capability of the Greenway system will enable consistency of service levels for all our customers no matter where they rent a Europcar vehicle. Recording the output of customer contact in this way gives us a genuine and accurate picture of the transaction which will be invaluable in resolving queries quickly and efficiently.”
Notes to Editors
Europcar, an international organisation founded in Paris in 1949, is the number one car rental company in Europe.
Europcar UK, based in Hertfordshire, carries out over one million rentals every year through its network of 130 locations situated strategically at airports and cities across England, Wales, Scotland and Northern Ireland.
Europcar UK is committed to delivering bespoke rental solutions to business and leisure customers, offering rental options of one hour to one year, with or without a driver, through its own fleet of over 18,000 cars and vans.