Judges comments: When it comes to setting the standard for customer service, Lightfoot is a worthy winner of the best van fleet management award. Their customer service and account management team are the key reason behind their high customer renewal rate and level of customer satisfaction. Their customer support comes from in-house technical specialists and they are committed to supporting customers looking to transit to electric vans.
LIGHTFOOT offers a personalised service for van operators, ensuring every customer has a dedicated point of contact they can always reach if and when they need support, as well as the backing of an entire in-house team of experts.
This includes an in-house customer service team, contactable by both phone and email with absolutely no automation – everything is dealt with by a real person at all times.
Touchpoints include:
- Onboarding team – working closely with the van operator at the start of their journey to ensure they get the full benefit of Lightfoot’s technology from the outset.
- Account management team – developing the customer relationship further through a dedicated account manager for ongoing updates, advice, and any queries or support, including regular customer webinars with step-by-step explanations of any new product features or upgrades.
- Customer service team – escalating any issues to the relevant account manager or upwards to the Client Services Director if required.
To give them a true picture of customer relationships, Lightfoot relies on external customer analysis for an unbiased assessment. Using CIL, it recently surveyed its top customers and received very high ratings.
Customers are encouraged to feed back on all areas of service, and this feedback is also used to determine new features and functionality for products.
Based on this feedback, Lightfoot has been helping customers to transition as seamlessly as possible by providing bespoke reports identifying which vehicles and drivers are most suitable for EV adoption in their fleets.
To measure a successful customer partnership, it also looks at renewal rates. A standard contract term is 3 years, with 88% of customers going on to renew at the end of their contract. Many of their customers – including Virgin Media, South West Water, and Public Sewers – have formed long-term relationships and are already on their third contract.
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