How our Customer First approach delivers.
As the country faced the reality of Covid-19’s impact on businesses across the board, JCT600 Vehicle Leasing Solutions (JCT600 VLS) seized the moment to accelerate enhancements to its customer proposition through its internal continual improvement processes. It included the rollout of new technology platforms, highly experienced additions to its customer teams and several new or enhanced third party supplier contracts, all designed to improve service delivery at every touchpoint.
The programme delivered. JCT600 VLS departed 2020 with 100% customer retention and they enter 2021 with a strong new client list. More than 10 prospective customers who were looking to find a new vehicle leasing and management partner in 2020, selected JCT600 VLS, taking advantage of their enhanced service delivery.
“At Digraph, we are constantly developing and making investments to ensure that our service offering goes above and beyond the industry expectations. As we began to discuss our requirements with JCT600 VLS, it became very clear that we could trust them to help us deliver our fleet objectives and keep our passion for customer delivery at the heart of the process. So far, they have demonstrated their passion for their customers with a seamless onboarding process and we are excited to embark on the next stage of the journey ” Gavin Gilbert, Director of Operations, Digraph Transport Supplies Ltd.
JCT600 VLS saw multiple schemes going live in 2020 and have many more in implementation, including an FTSE250 business with revenue close to 7bn a year and are predicted to see further growth throughout 2021 and the customer implementations have seen JCT600 VLS further develop its Origo platform. Phase 1 of Origo launched in 2019, delivering intelligent multiple funding comparisons between traditional Business Contract Hire and structured Personal Contract Hire. The new enhancements incorporate Employee Car Ownership and Salary Sacrifice for electric vehicles into the Origo comparison engine, providing instant individual driver results across all the core vehicle funding solutions. “For us, ensuring we can offer the lowest cost-highest value solutions to fleets of varying sizes and requirements is key to everything we do. We have always prided ourselves on being able to offer solutions that are unique and tailored to each of our customers, so now, to be able to offer a single system that can present any fleet policy regardless of its complexities, with a seamless user experience is very exciting.” Christopher Caddick, Head of Business Development, JCT600 VLS
Further investment in customer support has been made in the shape of numerous new team members. “It has been wonderful to be able to attract such dedicated and highly experienced new faces to the business, particularly in our account management team. The new team members have been working closely with our existing dedicated account managers to provide enhanced service support and consultancy to existing customers. This is in addition to VLS’s commitment to promoting from within, with no fewer than 5 long-serving employees moving upwards into new roles” Lindsay Francis, Customer Experience Director, JCT600 VLS. As JCT600 VLS growth continues it will be this team, alongside all of the supporting staff, that ensure the meticulous service standards JCT600 VLS are known for, are maintained. Claire Day, who has worked for VLS for over 19 years and was one of those recently promoted said “The management team at JCT600 VLS take a genuine interest in ongoing development, not everyone can say they have been developed and promoted across differing roles within the same great place to work.”
In addition to their customer-facing solutions, 2020 saw JCT600 VLS complete a material overhaul of its operating processes and procedures, data security and protection systems and supply partner commercial and service propositions. Raj Kohli of DCR Partners said “The management team at JCT600 VLS recognise that technology, data and information security are central to their customer proposition. The business has taken steps to introduce a new information security policy framework, aligned with the principles of the ISO 27001 standard. This should provide the foundations for greater governance and control whilst also supporting future innovation of the VLS services”. VLS has sought to find the right balance between contractual legislative and regulatory compliance and its ability to remain agile and innovative. The message from JCT600 VLS is “All the investment, development and growth of our business is fantastic, but it is certainly not the most important metric. The most important metric for us is customer retention. It makes me extremely proud to have achieved the retention of all our customers in 2020 and I thank them for continuing to support our business.” Ben Creswick, Managing Director.