CUSTOMIZED SERVICES

A flexible offering tailored to
our customers' needs​

From vehicle maintenance to support for corporate customers, RCI Bank and Services provides packages adapted to the needs of all its customers – individuals and corporate alike. Designed to address the public’s expectations in terms of customized offers, this positions RCI Bank and Services as a leading player in mobility in Europe. ​

A focus by

Raphaële Carreau, Head of Insurance and Services

Strategy

Building customer loyalty through personalized services

Automobility_services
5,1
MILLION SERVICES SOLD IN 2019
Car_key
1,5
SERVICES SOLD PER REGISTRATION

In order to implement a customer-centric strategy, it is necessary to understand the specific needs of each individual.

RCI Bank and Services has always been guided by the optimal satisfaction of its customers’ needs. Today, it is developing connected services that take into account the actual use made of its services. At the heart of this system: the customer data collected, which enables us to refine our offers and adjust them to customer needs.

This approach is reflected in the development of a new range of offers. For professional customers, we are facilitating and optimizing fleet management with the roll-out of the Iris and Iris Live platforms in France. For retail customers, our customer-centric approach has led to the launch of offers such as Door to Door in Spain. These scalable offers enable customers to respectively centralize all costs related to their vehicle, and to benefit from all the services offered by the Alliance’s network of car makers directly from their home. At the same time, and always with the customer’s comfort in mind, we are developing a range of flexible insurance products (finance insurance, vehicle insurance and insurance in the event of inconvenience related to the use of the vehicle) that enhance the complementarity of our offers.

The result of this approach? Every year, an increasing number of Alliance brand customers subscribe to our services. This is testament to the attractiveness of these new offers and proves their relevance. Today, data enables us to anticipate our customers’ future needs, to better satisfy them, but also to build customer loyalty! In this sense, it is a real step forward, for them as well as for us.

Retail Customers

Door to Door, A flexible and customized solution in Spain

Door to Door

A flexible
and customized solution in Spain

THE DOOR-TO-DOOR SOLUTION IN BRIEF

RCI Bank and Services develops new
services that are increasingly personalized
and suited to its customers’ lifestyles.
The “Door-to-Door” service responds perfectly to these requirements
by offering a new type of home service.

WHAT EXACTLY IS THE DOOR-TO-DOOR SOLUTION?

“Door-to-Door” allows Renault’s after-sales service department to make an appointment with the customer to collect their vehicle directly from their home and carry out the necessary maintenance services.

THE AIMS?

WHAT ARE THE BENEFITS FOR THE CUSTOMER?

Once the repairs have been completed, the teams return the vehicle to the customer’s home! The customer chooses when, how and where he gets his car back. This is a real time-saver and provides optimum convenience for RCI Bank and Services customers.

WHY DO YOU OFFER THIS?

This flexible service meets new customer expectations and helps to develop after-sales activities.

AND HOW SUCCESSFUL IS IT?

The service was launched in one year and is already enjoying considerable success.

Corporate Customers
Prospective

Personalization and satisfaction at your fingertips with connected services

Connectivity is more than just economic optimization; it encourages the development of a new relationship with services. Today, connected services already make it possible to propose personalized, loyalty-building offers adapted to the needs of each individual, whether professional or private. But what about tomorrow?

Soon, for fleet managers and their employees, connectivity will make it possible to monitor all relevant indicators in real time: consumption, geolocation, parts status, and even the overall profitability of a given vehicle. Corporate customers will thus experience an improvement in their productivity and the service provided to retail customers will become even better.

But connectivity does not stop there. For retail customers, it will soon make it possible to benefit from a complete range of mobility services: taxis, private hire vehicles with drivers, car-sharing, tolls, parking, etc. All of the above will be tracked and data available at any time. Moreover, the increased understanding of a customer’s situation will make it possible to offer tailor-made insurance products that are increasingly adapted to their needs.

These advances do more than simply provide economic benefits to customers. They also contribute to user safety and satisfaction. Carmakers will be able to offer vehicles that include the most relevant options according to each individual’s needs. Equally, the generalization of connected services will also ensure better safety on the roads, for example by detecting the first signs of rain, fatigue, etc. These technologies already exist, but their use among the general public remains partial and there is still a need for transparency and proof of the usefulness of these technologies in everyday life. For example, and for obvious reasons, not everyone is yet comfortable with the idea of being filmed behind the wheel.

Prospective

RCI Pay: a connected services app