Bannockburn, Ill., April 20, 2021 – Today Donlen announced it has been named a winner in the 2021 Excellence in Customer Service Award presented by Business Intelligence Group. Donlen is a fleet management leader that develops innovative solutions for customers in various industries across the U.S. and Canada employing a proactive, hands-on approach to customer service.
Based on years of feedback from customers, Donlen uses a company-wide customer service methodology called AREPA which stands for availability, responsiveness, expertise, proactivity and accuracy. The AREPA process represents the key attributes necessary to provide best-in-class customer service to the various fleets Donlen manages. Donlen’s goal is to empower customers to focus on their core business capabilities while at the same time driving continuous improvement in their fleet’s operational and financial performance.
Jim Wohlever, Senior Vice President of Customer Experience for Donlen explains, “Customer service is one of our key pillars; we are dedicated to making our customers’ lives easier and we are honored to receive this award.”
“On the frontline of our uncertain times are customer service professionals and suppliers without whom we wouldn’t be able to live as comfortably as we have for the last year,” said Maria Jimenez, chief operating officer of the Business Intelligence Group. “It is our honor to recognize Donlen as they are leading by example and making real progress on improving the daily lives of so many.”
Organizations from across the globe submitted their recent innovations for consideration in the BIG Innovation Awards. Nominations were then judged by a select group of business leaders and executives who volunteer their time and expertise to score submissions.
