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Jordan Howard from Mercedes Benz St. John's – Customer Stories

April 13, 2023

General Manager Jordan Howard from the Mercedes-Benz St. John's store talking about his appreciation of Fleetlane and all that it has allowed him to improve on his loaner car fleet.


Video Transcript


Speaker: Jordan Howard, General Manager, Mercedes-Benz St. John's

What problems were you looking to solve?

Jordan Howard: Hey, my name is Jordan Howard. I'm the general manager at Mercedes Benz Saint John's For the longest time we had issues with damage not being addressed on our loaner fleet. We had problems with customers not bringing vehicles back with gas in them, um, and they wouldn't pay afterwards for that gas. We had damage on our vehicles. We had people keeping vehicles for longer than they should and we were using paper copies for these loaner agreements and there was no accountability on our staff, there was no accountability on the customer and we really needed a solution to move forward. So we came across fleet by being and ever since. Um, they've checked every single box for every issue that we had. Um, they have, it's very easy to use. Our staff enjoys using it. There's accountability. We're recouping our gassing costs, uh, and also even our valued customers are able to sometimes rent our, our vehicles so we're able to recoup some, some cost for our fleet there. Um, it's been a great product thus far and we certainly recommend everybody to you

How did Fleetlane help you solve your problem(s)?

Jordan Howard: So initially when customers would book a service appointment and they would book a loaner with that, we have to rely on somebody making a note and that note was missed, then of course there wasn't necessarily a loaner put aside because of the fleet by being, we're able to actually put these loaner requests into our planner. And once they're in the planner, then we know that they're, they're booked out and we know how long they plan on being booked out for. And also if we run across another issue with the vehicle while it's in for service, were able to extend that within the planner. So we know that those aren't gonna be back as scheduled then it also allows us to manage the expectations of our customers who sometimes when we don't have that loan are available. We know we're not going to and we can just either reschedule them or ask them to avail of our shuttle or make some other arrangements um, when it comes to how the vehicle is captured, it's a great process. Um, the damage is saved per vehicle. So, you know, we don't ever have to, you know, blame a customer for, for damaging a vehicle, they are aware of the damage on the vehicle before they take it. And it also gives us an idea when we go to sell those loaners what kind of damage has been captured on the vehicles and what we need to address. So, you know, it's been great, there's pictures of the damage there and you know, when it comes to integrated charges, well, you know, we have charges for, for fuel, we have charges, um, for the daily loaner rate, even though it's a courtesy loaner. Um, you know, if it goes beyond or the customer has a need to go beyond, they can also, we can implement a charge there. If they flatten a tire, we can implement a charge there if they damage your vehicle. We can also implement that charge. We've even toyed with the idea of implementing a daily insurance charge. So if you are worried about getting a flat tire and don't want to pay the full charge, you can pay a daily rate. Um, you know, as determined by us and then that would allow us to accrue in a pot. And it just, it makes it a no hassle experience for the customer and then you don't have a negative experience or back and forth around such such problems which they do arise. And of course no one really remembers the damage that you did on the vehicle and sometimes they didn't do the damage, it might have happened in a parking lot. So it makes it, um, convenient. Uh, it makes it no hassle. It makes it also, you know, just, it's an all in one solution that we have been seeking desperately for our loaner program

What is your favourite thing about Fleetlane?

Jordan Howard: My favorite thing about fleet by being honestly, is just that it is an all in one solution. Um, we know what vehicles going out, we know who has it, we know where it is, we know how much gas is in it. We know, you know, we're, we're going to recoup any charges that we need to, the customer is aware through the agreement process of everything that they are accountable for. Um, so there really isn't one thing that I would have to say is the best thing. Um, it's just that it is an all in one solution and uh, we don't need to look outside.



Produced with Vocal Video