At r2c, we believe great technology is only as good as the support behind it. That’s why we’re proud to report record levels of customer service success in the first quarter of 2024 – a testament to our commitment to helping fleet and workshop operators get the most out of their digital systems.
Customer Support That Delivers
Between January and March 2024, we logged 11,861 customer interactions across our platform’s 126,276 users. Whether through online chat, email, phone, or face-to-face support, we ensured that an impressive 99.55% of issues were resolved within just four hours.
From forgotten passwords to more technical queries, our team is dedicated to providing fast, effective, and reliable support to keep workshops running smoothly.
Investing in Excellence
Our continued investment in new software solutions like Finance Integrations, alongside the expansion of our customer service team, is driving this success.
Debbie Fox, Managing Director at r2c, explains:
“We’re seeing more and more fleet workshops move over to digital systems to streamline their operations and ensure vehicles are not off the road for a second longer than necessary.
As this digital transition continues, we know customers need support – and sometimes reassurance – as they adopt new ways of working. We’re more than happy to provide that, and our Q1 performance shows we are delivering outstanding customer service.”
Adapting to Customer Needs
Customer support at r2c is evolving with the industry. As digital adoption increases, so do customer interactions – up 10% in Q1 alone. However, our ability to resolve issues quickly and effectively means businesses can get back to work with minimal disruption.
Marcel Zatko, newly promoted Head of Customer Operations, highlights:
“More customers are using our systems than ever before, and we’re responding faster than ever.
One key shift we’ve noticed is how customers prefer to interact with us. A few years ago, phone and email dominated support queries. Now, online chat has become the most popular way of getting help – offering instant solutions at their fingertips.”
Seamless Onboarding for New Customers
Our commitment to service excellence doesn’t stop with existing customers – we’re also making onboarding new clients quicker and smoother.
In Q1 2024, we welcomed 104 new customers, with 79 successfully implemented and up and running within 36 days – well ahead of our 45-day service level agreement.
“We’re making the transition to r2c as seamless as possible,” Marcel adds. “Getting new customers live and benefiting from the system quickly is a top priority for us.”
Setting the Standard for Customer Support
Our record-breaking customer support results are just the beginning. As more workshops embrace digital transformation, we remain committed to providing best-in-class service, rapid issue resolution, and a seamless user experience.
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