Enhancing our customer experience
Ayvens have encountered plenty of changes within the past few years: the integration of two global leasing companies, which has developed into an entirely new organization, name and brand. Banking regulations have conveyed several new requirements for Ayvens. Simultaneously Ayvens have gone through the VAT-change in Finland, whilst also adapting to a new ERP.
"We have tried to execute these changes with the least possible impact on our customers. Partially we have succeeded in this, however for some parts our changes have resulted in delayed responses and customer care, and for this we are sincerely apologetic" says Riikka Hirvikallio, Ayvens Finland Customer Service and Operations Director.
"Our customers voice is extremely valuable to us. For that reason, we have executed two customer satisfaction questionnaires: one last autumn and another one early this year. We want to thank our customers for taking a part of the questionnaires. The feedback received has highlighted the daily need for an enhanced overall customer experience", Riikka Hirvikallio continues.
Ayvens will continue the journey for an enhanced customer experience, which is why they are renewing their customer service organization. Mission is to create a clearer and efficient customer experience model, which will correspond more effectively to customers' needs. Due to the changes, teams will be able to handle different tasks smoothly and efficiently.
Due to the changes, we will:
- Focus all daily customer related inquiries to one place. Customer service will handle both the purchase of a new car and changes to an existing contract seamlessly by the same person or team.
- More personalized service. Service teams are divided by customer segments and needs. This ensures that customers receive a more knowledgeable and targeted service.
- Improvement of processes. Service processes have been reviewed and all excess delays have been removed to ensure that customer inquiries can be answered more efficiently.
"We are really excited about the changes, and we really believe the changes will enhance the customer experience overall. Thank you for our customers for taking a part of our journey! Let's continue together towards new achievements!" Riikka Hirvikallio concludes.
