Automotive Fleet, January 2021

recommendations that are based on whats best for the vehicle but we have to understand what the client is trying to achieve with their business so we can make recommendations that are best for them Were continually trying to make sure the measurements of our account managers align with the objectives of our clients We survey our clients a couple of times a year to get a feel of their satisfaction levels with us And we hold our people accountable to make sure they are maintaining high levels of satisfaction with our clients Our client advisory board CAB tell us that we do a pretty good job Ultimately what matters most is how were performing in the eyes of our clients AF WHAT SPECIFIC METRICS DO YOU USE IS IT CLIENT SATISFACTION OR DOES IT GO BEYOND THAT ADAMSON Once we understand exactly what the business objectives are for clients we apply that to their fleets Maybe the client is trying to grow or maybe their business is contracting for whatever reason We make recommendations to the client that are best for that situation Besides the ultimate measure of asking the client how satisfied they are with the service received from Enterprise Fleet Management we take the recommendations made for the business and measure the account manager on how effective they are in implementing those recommendations Once we know a clients business objectives then we know what is best for the fleet To help you visualize that a bit Enterprise Rent A Car has huge peaks and valleys in our business in normal years This year weve had bigger valleys than we wouldve liked but that side of the business is recovering at an amazing pace Were taking the cycles of the business and buying or de fleeting vehicles at the right time so we can meet the objectives of the business We make sure weve got rental vehicles to meet the needs of our clients while minimizing the holding cost of vehicles overall Many of our clients go through the same cycle The recommendation might not be just to lease vehicles The recommendation might be to rent vehicles during peak times Weve found that before coming to us many clients buy vehicles for their peak business only to have them sit for months when their business isnt at peak Overall we want to understand our clients their businesses and opportunities in order to help them to maximize their operations Then were able to develop a fleet plan which in some cases might include leasing and renting that will meet a clients business objectives and maximize the opportunities for their business AF AUTOMOTIVE FLEET I JANUARY 2021 18 tial for us to grow our business there Weve recently opened a third office for Enterprise Fleet Management in Vancouver to expand our footprint in Canada In addition to Vancouver we also have offices in Calgary and Toronto Our business in Canada is robust and healthy and we see continued growth and opportunities there AF ENTERPRISE EMPLOYS METRICS TO MEASURE ITS ACCOUNT MANAGERS TO ASSESS THE VALUE OF THE SERVICE THEYRE PROVIDING TO THEIR CLIENTS COULD YOU EXPLAIN HOW THIS WORKS ADAMSON Im really glad you asked this question Its probably one of the most important things we do and something we continue to try to improve as a business First and foremost its critical we have a great relationship with our clients so we can really understand their business objectives We really put a lot of emphasis on being a friend with our clients not a vendor We want to understand whats important to them and their businesses We also want to make recommendations that meet their business objectives Its easy for us to make Weve been surveying our employees to learn more about what they like and what they need What weve learned is that our employees want to continue to work from home when the pandemic is over and were going to embrace that Moving forward some positions may work at home exclusively full time while other positions will work at home only part time said Brice Adamson executive vice president of Enterprise Fleet Management FMC UPDATE AT A GLANCE Enterprise Fleet Management is an affiliate of Enterprise Holdings and owned by the Taylor family of St Louis The company was founded by Jack Taylor as Executive Leasing in 1957 with a fleet of seven cars In 1969 Taylor renamed the company Enterprise after the aircraft carrier USS Enterprise on which he served during World War II