Supporting and structuring the ramp-up of a turnkey customer service department

Context

CEO Car Caring is a 100% independent French company that creates personalised car concierge services on a national scale. Founded in 2004, the company has become a national benchmark for all mobility players. It offers its customers - companies, rental companies, fleet managers, distribution networks, etc. - its expertise in fleet management and driver relations. Boosted by its expertise in the entire automotive ecosystem, CEO Car Caring also relies on its strong cultural heritage and values to raise its profile.

A key player in automotive customer relations, CEO Car Caring is now the market leader in France and is expanding rapidly. Against a backdrop of very strong growth, the company is facing the challenge of increasing the strength of its customer relations team. In the interests of customer satisfaction, it has chosen to rely on BlueLink's expertise in premium customer service management in order to :

Improving operational robustness
Maintaining the promise and quality delivered to customers
Preserving the company's DNA and building employee loyalty

BlueLink's approach to meeting these challenges?

Personalised, pragmatic support aimed at giving CEO Car Caring the fundamentals it needs to consolidate its customer relationships. Essential support, applicable to 4 key areas: human resources (recruitment, training), tools and operations.

A structured roadmap

Immersion days and observations in the field, contributions from qualified experts (from sizing to tools, including employer branding and career paths), the provision of a dedicated contact person, etc.

All these factors helped us to understand the needs and map out a roadmap for structuring the expansion of CEO Car Caring's customer service in all its dimensions.

Recruitment

Passing on our best practices in terms of the recruitment process in order to identify and attract the most suitable profiles

Proposal of a variable remuneration model, a real motivational lever

Structuring an incentive model to build employee loyalty Training

Setting up appropriate training programmes to support, retain and professionalise caretaker teams

Tools

Audit and recommendation of tools to ensure they have all the functions required for premium customer relations

Operations

Passing on the fundamentals of how to give meaning in order to better manage and engage operational teams (examples of communication tools) and to promote the achievement of objectives (definition of KPIs).