Building Customer Satisfaction in a Changed Fleet Environment

This technical report discusses the evolving landscape of customer expectations in the vehicle leasing and financing sector, particularly in the context of fleet management. It outlines the necessity for leasing and financial services providers to transition into full-service mobility solutions to meet the demands of modern customers, who increasingly prefer shared and on-demand mobility options over traditional vehicle ownership. The report details the significant trend of fleet managers adopting alternative mobility solutions, with 92% of surveyed managers indicating they have implemented or are considering such options. The paper emphasizes the importance of integrating fleet management systems with company ERP systems and third-party services to enhance customer experience and operational efficiency. It also highlights the shift towards vehicle-as-a-service and subscription models, which offer greater flexibility and align with consumer preferences for seamless mobility experiences. The findings underscore the critical need for deep integration and automation in fleet services to achieve customer satisfaction in a rapidly changing environment.