In the summer of 2023, launched a new customer care department, driven by a commitment to enhancing customer satisfaction. The initiative began with , who took on the challenge of managing an increasing number of diverse and complex requests single-handedly. The added value of such a service soon became clear, leading to the expansion of the team with the arrivals of Aurélie Gengler, Géraldine Dubuy, Alice Jeumont and Mathilde Zimer.

They bring a wealth of experience, versatility and strong interpersonal skills – key qualities for successfully handling this type of mission. The team excels at accurately identifying issues, delivering tailored solutions and guiding customers through each step of the process. This new department is dedicated to ensuring an optimal customer experience by providing responsive, efficient and personalised support.

Initially, customer care was tasked with managing order delays and changes due to semiconductor shortages. However, it also provided support for customers navigating new processes related to electrification and digitalisation.

With the team’s expansion, all stages between the order and the contract initiation are now managed more seamlessly. The department also handles administrative and accounting requests, along with ad hoc reporting needs. Furthermore, in the event of an incident or breakdown, customer care ensures the mobilisation of all available resources through its network of partners.

Customer care plays a central, strategic role in fostering customer loyalty, backed by a team of experienced and adaptable experts. The service provides prompt, tailored responses to both fleet managers and end-users, ensuring the expected level of responsiveness and consistency. The ultimate goal is to deliver the peace of mind and efficiency that customers rightfully expect when entering into a contract with KBC Autolease.

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This article was originally published in .