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Executive Car Services – A Case Study

executive car service

Today’s case study is one in a series of papers prepared by Kevin Smith Transportation Group.  This weekly series will focus on real-world issues our clients bring to us, how our Project Teams work with those same clients to understand their opportunities and how together we develop and implement a transportation solution. 

Are you responsible for booking executive car service for your company?  Call Kevin Smith Transportation Group today at 610-222-6225 and let one of our Corporate Concierges arrange all of your business travel.  From executive car service to airport transportation to employee shuttle services, KSTG can handle all of your corporate transportation needs. 

Introduction

A large law firm in the Philadelphia, PA area approached us regarding a transportation challenge.  They had law firms in several other major cities across the United States and that resulted in a lot of people flying into Philadelphia for meetings.

They had used multiple companies in the past but never with much success.  They lacked a consistency in vehicles and service.  Plus, at times they almost seemed inconvenienced when last minute travel popped up.

So when they brought us in to meet with them, we spent a fair amount of time listening to their prior experiences.  We understood their volumes and started to ask questions nobody else had ever asked. 

From this, we learned the importance of dedicating the same vehicles for return visits.  We built user profiles for all of their employees who came into town and aligned specific chauffeurs for each of their visits.  This was the kind of customization they were looking for.

We also assigned a dedicated Corporate Concierge to their account, providing an exclusivity of focus that they needed on their business.  They were our client and they needed to be treated that way.  The net result was a 90-day test that turned into a 3-year contract.  A perfect case study on how to win and keep a client. 

Background

When we first met with the client, we learned that they averaged approximately 20 airport transfers a week.  This meant 20 chances to wow the client and deliver on a service they previously had bad experiences with.

From meeting with them, we learned that the inconsistency of service (chauffeur and vehicle) was disruptive to their senior management.  So we outlined a program where a more fixed-schedule would exist.  Whenever a new chauffeur was introduced into the program, they would do two ride-alongs before handling their own transfer.

This provided a level of comfort for both our chauffeurs and the client.  It also addressed the primary concern from their previous program. 

Are you responsible for booking executive car service for your company?  Call Kevin Smith Transportation Group today at 610-222-6225 and let one of our Corporate Concierges arrange all of your business travel.  From executive car service to airport transportation to employee shuttle services, KSTG can handle all of your corporate transportation needs.

Alternatives

There were very few alternatives that didn’t include simply duplicating their prior programs, creating the same results.  Nobody they had spoken to had the ability or the wherewithal to develop a program that could provide the resources necessary for success.

Ultimately, the realized they couldn’t move forward without making a significant change so engaging with a partner who would make a commitment to them would be their best solution.    

Proposed Solution

So we held a kickoff meeting at their offices, bringing in our Project Management Team, our Fleet Manager and our assigned chauffeurs along with 3 backups.  We reviewed their locations to familiarize ourselves with the workflow and got a chance to sit down with some of their key stakeholders.

They allowed us to survey their executives after their first two transfers, securing feedback on what worked and what didn’t for improved services.  In addition, we kept a permanent link open so they could easily submit requests or special instructions in the future.

Recommendations

While this program was certainly more involved than many others that we have on-boarded, it did build a blueprint for more complex opportunities in the future.  It allowed us to build a successful program that could also be scaled.

After 6 months, the client opened another office and incorporated a daily shuttle service between the offices along with service back and forth to the local regional rail.  The investment we made in the early stages had allowed the relationship to thrive.    

Are you responsible for booking executive car service for your company?  Call Kevin Smith Transportation Group today at 610-222-6225 and let one of our Corporate Concierges arrange all of your business travel.  From executive car service to airport transportation to employee shuttle services, KSTG can handle all of your corporate transportation needs

Thank you for reading today’s Case Study on Executive Car Service.  Hopefully, you found this information insightful and you will be able to apply some of these solutions to your specific transportation challenges.  For more case studies on the ground transportation industry, visit our blog page.