SPARKS, MD – The power of partnership was illustrated at PHH’s Second Annual Alliance Conference held June 26-27. The conference brought together approximately 60 supplier representatives to discuss strategies for enhancing the customer experience and strengthening collaboration between premier partners and PHH.
Attendees at this year’s conference represented a full spectrum of supplier channels, including automotive manufacturers, upfitters, alternative fuel solutions and payment solutions providers.
“The best service delivery no longer lies in a series of discrete events, but rather in the experience as a whole,” said Steve DiBiagio PHH Senior Vice President, Strategic Alliances. “By working together with our partners, we can provide an outstanding service experience to our clients and their drivers.”
Across the PHH supply chain, creating a flawless customer experience is a priority for PHH. As such, a team from PHH’s Customer Experience Center researched when and how customer interactions occur and identified nearly 200 ‘touch points’.
In an effort to ensure each touch point is a positive experience, PHH shared with attendees that it focuses on objectives such as:
- Advocating for the customer;
- Designing solutions that address client needs;
- Implementing an operational excellence program across the Alliance Networks.
While customer experience is a top priority for PHH, conference attendees also discussed industry trends such as driver behavior. By using technology and real-time information and enforcing client-specific policies, PHH can help fleets operate more efficiently, reduce costs and improve driver productivity by changing behaviors such as speeding, excessive idling and utilization of out-of-network shops.
The conference concluded with a number of award announcements by PHH. Donn Botzum, an Account Executive in National Account Sales at Firestone, received a Lifetime Contribution Award for his 52 years of service, including his contribution to the establishment of PHH’s national account program, which provides standardized pricing whether a driver needs assistance in New York or Topeka.
Additionally, in recognition of their excellence in customer service, use of mobile technology, and training and education, PHH presented a 2012 Alliance Partner Award to:
- Road America
- The Knapheide Manufacturing Company
- Compact Power Service
“We at Safelite are proud to be a PHH Alliance Partner and look forward to achieving our shared goal of delighting customers through fast, reliable service,” said Mark Klein, Safelite® Strategic Account Manager. “We strive to be an innovator in the vehicle glass repair and replacement industry by continually improving our products and our customer experience, and we appreciate PHH recognizing our efforts through this award.”
For additional information on the strides PHH has made in customer experience, see a recent press release, “PHH Arval Wins Two Awards for Customer Experience.”