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Services and complaint management

Your satisfaction is important to us. That is why we guarantee service tailored to your needs and do regular surveys, to make sure we keep our promise.

With our Service Level Agreement, we draw up guarantees and service standards with you beforehand. Our clients are our best ambassadors and we will always go that extra mile to see that you are happy on a permanent basis.

We set clear processes and service standards so that you know what to expect
We make regular surveys, measure our performance and your level of satisfaction
Every expression of dissatisfaction is a complaint, regardless of the cause
Our commitment means you get what you signed up for



Complaints are an opportunity to improve

We consider every complaint from a client as a gift and an opportunity to improve what we do, and how we do things.

A complaint means that we have not met your expectations and tells us what we have to do better to earn the loyalty of our customers. This is why we keep an open dialogue with you and report complaints KPI to you.
If somebody using our service is dissatisfied, we register the complaint in our dedicated tool and make sure the complaint is acknowledged within 24 hours. Our objective is to solve the issue as immediately as possible, within 3-5 days depending on countries.
However, to us, it does not end here. We regularly consider trends to see where we can do better on all different levels. Your feedback is our most important input and we investigate and amend our process accordingly. Only when you are satisfied and our process ameliorated do we consider the issue resolved.



Connecting you with your fleet 24/7

At Arval we understand that for your business to compete you need easy access to your KPIs at all times. That’s why we’ve created our Arval Smart Experience, which channels all of the information from your fleet into one secure platform.

Arval Smart Experience ensures that you and your drivers will always have everything you need at the touch of a button.

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ARVAL CONNECT
Connecting you with your fleet
Arval Connect

Arval Connect lets you keep track of your fleet at a glance. Optimised for tablet, laptop and desktops, it allows you to access everything you need to know in one intuitive portal. It provides you with an inbox with all your messages from Arval, as well as an archive of documents, including invoices, fines and everything else you might need

. And what’s more, it allows you to search by driver or licence plate.

With Arval Connect you will:

  • Keep in touch directly with account managers
  • Keep up-to-date with the latest industry news
  • Access video reviews of fleet vehicles
  • Access maps of available services and maintenance sites
ARVAL CONNECT
Connecting you with your fleet
Arval Connect

Arval Connect lets you kee track of your fleet at a glance. Optimised for tablet, laptop and desktops, it allows you to access everything you need to know in one intuitive portal. It provides you with an inbox with all your messages from Arval, as well as an archive of documents, including invoices, fines and everything else you might need

. And what’s more, it allows you to search by driver or licence plate.

With Arval Connect you will:

  • Keep in touch directly with account managers
  • Keep up-to-date with the latest industry news
  • Access video reviews of fleet vehicles
  • Access maps of available services and maintenance sites
ARVAL FLEET VIEW
Your entire fleet in a click
Arval Fleet View

Arval Fleet View lets you keep track of information on your entire fleet. With data from all individual drivers on the road, you can easily adjust fleet-wide strategies.

With Arval Fleet View you can:

  • Monitor strategic fleet KPIs
    • Fleet activity and performance
    • Financial overview
    • Driver satisfaction and performance
    • Fuel usage, fuel costs and insurance
    • Contract lapse and mileage coveredCO2 emissions
  • View running costs
  • See which drivers are performing well and which aren’t
ARVAL FLEET VIEW
Your entire fleet in a click
Arval Fleet View

Arval Fleet View lets you keep track of information on your entire fleet. With data from all individual drivers on the road, you can easily adjust fleet-wide strategies.

With Arval Fleet View you can:

  • Monitor strategic fleet KPIs
    • Fleet activity and performance
    • Financial overview
    • Driver satisfaction and performance
    • Fuel usage, fuel costs and insurance
    • Contract lapse and mileage coveredCO2 emissions
  • View running costs
  • See which drivers are performing well and which aren’t
ARVAL MOBILE+
The world in your drivers’ hands
ARVAL MOBILE+

Arval Mobile+ connects your drivers with the data they need to ensure their operations are always effective.

With Arval Mobile+ your drivers can:

  • Access their documents at all times, from car registration certificates to driving licences
  • Connect to Arval’s service suppliers network
  • Manage their car maintenance in an easy and simple way
  • Check on their driving performance
  • Find all contract details
ARVAL MOBILE+
The world in your drivers’ hands
ARVAL MOBILE+

Arval Mobile+ connects your drivers with the data they need to ensure their operations are always effective.

With Arval Mobile+ your drivers can:

  • Access their documents at all times, from car registration certificates to driving licences
  • Connect to Arval’s service suppliers network
  • Manage their car maintenance in an easy and simple way
  • Check on their driving performance
  • Find all contract details
ARVAL DRIVE CHALLENGE
How do your drivers perform?
ARVAL DRIVE CHALLENGE

This app will improve your fleet’s driving performance, one driver at a time. Measuring speed, acceleration and braking on your driver’s phone, the app highlights areas for improvement. We know driver performance is important to you, so we have made it a priority.

With Arval Drive Challenge your drivers can:

  • Measure their performance on every journey
  • Unlock rewards
  • Link directly to social media platforms to share their progress
  • Improve their awareness of their driving performance
  • Check their position in leader boards

Arval Drive Challenge is a serious but fun game that helps score your drivers’ performance and also gives them a chance to win a range of prizes. The app will give the drivers a pass or fail based on how they drive. The more passes – the more points they get.

Share with social media
You and your drivers can join in the discussion on social media by tweeting and following us across our many networks.

From tips about the auto industry on Twitter to discussions about the best 4x4s on Facebook, we want to find out more about what you like – and what you don’t. Arval’s social platforms, such as LinkedIn, connect you with likeminded people who care about the auto industry and its news. So no matter if you’re just tuning in to the YouTube channel to see industry experts discussing important issues such as the state of the market, or if you like a photo of the latest Audi A4, we want to hear from you.

Share with social media
You and your drivers can join in the discussion on social media by tweeting and following us across our many networks.

From tips about the auto industry on Twitter to discussions about the best 4x4s on Facebook, we want to find out more about what you like – and what you don’t. Arval’s social platforms, such as LinkedIn, connect you with likeminded people who care about the auto industry and its news. So no matter if you’re just tuning in to the YouTube channel to see industry experts discussing important issues such as the state of the market, or if you like a photo of the latest Audi A4, we want to hear from you.