Prenisha Govender

To consult and support customers utilizing Standard Bank’s Fleet Management products and services.

To ensure the effective use of the products through structured consulting.

To interpret management information for customers, supplied through the various reports available to manage their fleets optimally.

Customer service and consulting.

Consults and supports existing customers, utilizing Standard Bank Fleet Management’s products and services.

Provides customers with the tools to interpret the data by running exception reports for customers to discuss irregularities.

Ensures that any areas of concern are discussed in order to provide an effective service to the customer.

Achieves the required minimum customer calls and/or visits per month through a structured consulting program, based on discussions with the customer about how often customers would like to be visited, ranging from monthly to every second month to quarterly visits to customers.

Monitors all customer queries, thus ensuring that an effective and efficient resolution is offered to customers within the agreed timeframes.

Interprets management information supplied to customers through the various reports and software packages available to manage their fleet optimally, providing training assistance, but continuously providing the customer with means to manage by exception. Compiles monthly utilization for customers through consulting.

Highlights any anomalies in fleet expenditure that occurred over a period of 3/6/12 months and compares year-on-year difference in expenditure as well.

Discuss replacement terms and procedures, and advise on the over- and under-utilization of the fleet.

Cross-selling and value-added products penetration.

Identifies cross-selling opportunities within the existing base meeting the set target to sell value-add products to customers, which value-add products will include roadside assistance, accident management, driver training, FleetSaver, Fleet Information Management System, StanFleet and Transaction Authorisation analysis.

Increases profitability contribution per customer by ensuring cross-sell opportunities are identified, main products are subscribed to by the customer and that required volumes are received to increase profitability.

Provides assistance in terms of vehicle replacement and trends in the operational area.

Grows the customer base by completing a needs analysis to ensure that all vehicles in the customer’s fleet are with Fleet Management.

Facility and risk management

Assists in managing the risk on facilities, preventing excesses, and renewing annual facilities by providing the Credit Review Department with assistance in obtaining financials from customers when the facility is due for a review.

Ensures that set administration standards are met in terms of drawing documentation for existing customers when a name change or any other related changes occur.

Key performance measures.

Customer service efficiencies.

Customer Satisfaction Index – internal and external surveys achieving 90%.

Preparation and planning – customer visits, and service.

Structure customer visit call rate. Achieve the required call rate monthly, or as required by the customer base; the entire base should be covered in one year.

Trend line presentation. Meet the required target of presentations per month presented to Fleet Controller or any other senior manager in the organization.

Industry presentation. Meet the target to invite industry experts to present to Fleet Management to ensure that Fleet Management is abreast of any industry requirements and technological advances.

Product and value-add product cross-sell targets.