Mondial Assistance Group 2Righe

Customer satisfaction and long-term partnerships go hand-in-hand

As an automotive market player, you must continually ensure your customers' complete satisfaction, while containing ever increasing costs. Mondial Assistance Italia, with its history of long-term partnerships in this sector, can help you do just this.

Case study: A major automobile leasing company faces tougher customer demands

Mondial Assistance offers successful solution to the Italian subsidiary of one of its well-established, Pan-European automobile clients.

One of Italy's largest automobile leasing companies was faced with a double dilemma - how to improve customer satisfaction when customer demands are increasingly difficult, and simultaneously contain costs? They contacted Mondial Assistance, and requested an appropriate solution which would significantly improve their situation in terms of customer complaints and cost management.
 
In response, we designed a new, global structure by reorganising their existing internal work flow. The results not only met their requirements to cut costs and improve customer satisfaction, but also laid the foundation for developing a fruitful, long-term partnership.

Unique operative organisation

Mondial Assistance Italia centralised the organisation so that this corporate client now has its own operations centre in the same building as Mondial Assistance's operations team. This proximity fosters improved communication and a more rapid exchange of key information.

Quicker, stricter procedures

Management methods were restructured to dramatically accelerate treatment and follow-up, and impose stricter supervision of overall procedures, including cost control for claims and maintenance. The result is fewer customer complaints, and therefore greater satisfaction, and a significant cut in costs across-the-board.

Mondial Assistance can provide innovative solutions by redesigning processes which already exist within the structure of an automotive industry player. And as your automotive company might face similar challenges at a particular stage in its development, why not contact us to discover how we can help you become more effective in your daily operations. Simply send an email by clicking here. Indicate your name, organisation and contact details and an account manager will respond very quickly.

To discover the kinds of solutions we provide to companies in other business sectors, please review the column on your left and select the area which interests you.
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