easyDriving, the customer service of ALD Automotive Luxembourg

What is the role of easyDriving at ALD Automotive?

ALD Automotive has been providing the easyDriving customer care service for more than 10 years now, giving customers easy access to a service entirely dedicated to the operational questions that HR managers, fleet managers and drivers may ask at any time during a leasing contract. Sophie Vonner has been at the head of the team since February 2016. The team has five members and provides a valuable after-sales service to fleet managers and drivers, supporting them for the entire duration of their operational leasing contracts.

ALD Automotive pioneered this type of customer service when it created easyDriving in 2005. Since then, it has continually improved the service by making customers and drivers its focus and adopting the recommendations obtained through its process improvement approach and satisfaction surveys.

More specifically, what does easyDriving do on a daily basis?

Everyone knows how frustrating it is to have their call transferred from one department to another without ever getting a solution to their problem or an answer to their question.

easyDriving is the sole point of contact for fleet managers or drivers after the delivery of their vehicle(s) under a leasing contract. The aim is for easyDriving to be like a co-driver – and a one-stop shop for any question that may come up during the contract.

For example? What would be a specific reason for contacting your team?

We handle between 9,500 and 10,000 requests a month for a fleet of more than 11,500 vehicles in Luxembourg, and we are in regular contact with 2,000 fleet managers. Nowadays, in more than 85% of cases we can find an immediate solution for issues encountered by our customers, and any remaining problems are generally resolved within four hours.

The subjects are broad and varied: for example, when a driver has just had an accident or a breakdown, or has lost a vehicle document. Or it could be a tyre that needs changing or a shattered windscreen…

What resources do you have to ensure a quality service?

Every stage in the life of a leasing contract may pose issues for a user; the possibilities are endless. We make every effort to assist our customers, which is why our team has a large degree of autonomy to offer a flexible and efficient service.

• Broad decision-making powers: our team members have the flexibility to be able to react quickly in an emergency.
• The service is multilingual: four languages are spoken fluently (French, English, German and Portuguese).
• A local service based in Luxembourg and more than 10 years of expertise.
• Appropriate management tools: we just need the vehicle’s registration number to trace its history and any work done on it during the contract.
• Our new fleet management tool – MyALD – will facilitate discussions between drivers and fleet managers in a more dynamic way.

An important quality that undoubtedly makes the difference is our human capital: our team members our highly empathetic and patient, and always in a good mood, which ensures that we provide a quality service.

Why do you describe yourself as superheroes?

Because our team is there to save the day for our drivers and our clients when their vehicles let them down! Whatever the problem, we want easyDriving customers to come straight to us – we are their spare wheel! But in the longer term, we aim to become the go-to support for fleet managers, by making the operational management of leasing contracts much easier.

ALD Automotive’s ambition is to be the number one provider of mobility solutions and an innovative partner that places its customers and drivers at the heart of everything it does.