Investment in technology

Keeping pace with technology is fundamental to our business. If you visit a Mondial Assistance office, you can see this technology at work. Modern Call Centre technology provides the backbone of our Assistance Centre, making it easy for us to manage calls and communicate simultaneously with customer via voice, AMA, or email. GPRS vehicle tracking allows us to monitor the location and status of our tow trucks and motorcycles, increasing productivity and improving our ability to respond to customer problems quickly. Highly developed specialized Assistance software provides our Assistance Coordinators with the perfect tool to manage service requests and digital mapping allows then to quickly pinpoint customer locations. The various technologies working cohesively to streamline service delivery for the benefit of our customers.

Investment in our business partners

A good exampke of this is our nationwide Roadside Assistance network. The Mondial Service Fleet covers many of the services in and around Bangkok, but is supported  by a nationwide network of sub-contracted service providers. The agreements that we have with these towing companies, garages and locksmiths is just the starting point. For us to be sure that all of our service providers are capable of delivering a consistently good standard of services, we must invest time and money. Each providers is provided with Mondial uniforms and service forms. They are visited regularly and receive training and advice from Mondial's Technical Supervisors. They receive regular correspondence from us, keeping them up to date with developments at Mondial and the issues that affect their work. In short, we invest in our business partners, so that they can perform to the required standard.

Investment in people

Despite whatever processes and advanced technology that we have in place, still the most fundamental aspect of delivering service quality is people. Our work involves human contact and we have to be able to ensure that our customers are satisfied wth the 'human' response that we provide.

The people process starts with recruitment, selecting suitable candidates with the ability, positive attitude and the temperament to succeed in a service role. It continues in the induction process, allowing time for new staff to familiarize themselves with the organization and understand what we are trying to achieve. Training is the next vital ingredient. This includes initial training for when staff first join the organization, plus on-going training to help staff keep pace with new developments and changes to existing processes.

The other important aspect in investing in people is to create a work environment where people are happy. We spend an awful of our time in the workplace and for our service to be consistently good, our staff must first  be glad to be here.

The financial investment in developing our business will always be an important part of how we improve our services, but as these examples demonstrate, other types of investment are equally important.