Enterprise Fleet Services Named Finalist for Awards for Customer Service
ST. LOUIS, MO – Enterprise Fleet Services announced on May 5 that it was selected as a finalist for the 2005 American Business Awards in categories for “Best Customer Service Team” and “Best Customer Service Organization.”The third annual awards program, nicknamed “The Stevies,” is a national, all-encompassing business awards program honoring great performances in the workplace in several categories. In the Best Customer Service Team category, Enterprise’s 65-member National Service Department was recognized for achieving several important milestones in 2004. These included setting a new company record, saving customers more than $3.8 million on maintenance and repair costs; expanding bilingual services in response to customers’ growing demand for Spanish language capabilities; and increasing customer Web site usage 120 percent by introducing highly interactive “push technology” with expanded functionality. Enterprise Fleet Services’ ongoing program for measuring satisfaction was responsible for it being named a finalist for Best Customer Service Organization. Called ESQi, the Enterprise Service Quality index, measures customer satisfaction branch-by-branch, surveying thousands of customers by telephone. Several initiatives introduced in 2004 increased ESQi scores, from updating sales training to increasing face-to-face interactions with customers. In addition to increased ESQi scores, new vehicle deliveries increased by 15 percent over the previous year, fleet size grew by more than 16 percent during the year, and profit growth increased 22 percent, despite a challenging economy.Members of the Awards’ Board of Distinguished Judges & Advisors will announce the winners at a dinner gala in June in New York City.