At PHH, customer service is a top priority and a constant focus. Our investments in customer service pay off in greater productivity for our clients and their drivers, as well as reduced costs for fleets.
Focusing on what matters to you and your drivers
PHH’s Driver Response Team responds to fleet driver calls and requests. PHH asked The Fraser Group, a renowned management consulting firm focused on helping companies measure and improve call center performance, to assess our performance.
The results: the Driver Response Team achieved an outstanding level of 90-94% performance achievement each quarter for four straight quarters. PHH is the first and only company among those scored by Fraser to attain this tough benchmark, and was the first recipient of the Fraser Group’s “Outstanding Customer Support Performance” award in 2010.
The true value of measuring, monitoring and assessing each call is increasing the productivity of the drivers who contact our Call Centers – getting driver questions answered and requests resolved quickly and completely.
Process improvements save clients time and money
PHH’s Rally to ResultsSM unique process improvement methodology continuously finds ways to increase productivity and reduce costs for our clients. In 2009, this program received the Equipment Finance and Leasing Association’s prestigious Operations & Technology Excellence Award for its combination of Six Sigma methodology, service-oriented process improvement techniques, and advanced technology to deliver measurable results to PHH’s fleet clients. It also won the Global Six Sigma & Business Improvement Award for 2009.
Among Rally to Results achievements last year:
- Driver Response raised driver productivity by eliminating of 12,500 inbound calls
- Vehicle Maintenance Assistance saved our clients money by improving savings per transaction by 3.3%
- Accident Management improved cash flow to clients by reducing average subrogation cycle time by 39 days
- Registration Renewal reduced risk to drivers by converting 92,000 letters to e-mails
These are just a few of the many situations where we've helped our clients achieve exceptional results. Contact us to hear more.