Our Next-Generation Digital Architecture (NGDA) underpins
LeasePlan’s vision to become the world’s first fully digital
Car-as-a-Service business, delivering digital services at
digital cost levels.
NextGen OmniChannel, a new NGDA module launched in 2021,
is a prime example of how LeasePlan is using digital to reinvent
the customer experience and achieve digital cost levels. With
OmniChannel, LeasePlan is unifying all its customer contact
systems across the business into one seamless platform.
“It began in 2018,” explains Michel Alsemgeest, Chief Digital &
Information Officer. “Although we were using multiple platforms,
they weren’t integrated with each other. Now, we’re upgrading
from a multichannel to an omnichannel approach, which means
connecting all the possible touchpoints between us and the
Today, customers benefit from a seamless experience, no matter
which journey they take or how many platforms they use. For
example, LeasePlan’s new global solution means there is no
need for customers to start from scratch when moving from
self-service to a customer care agent.
“It saves everybody time, avoids confusion or frustration and
ensures we can assign the most appropriate agent to the task,”
says Michel . “But as well as helping build stronger relationships
between us and our customers, NextGen OmniChannel also
gathers valuable data on customer behaviours in each channel.
This allows us to analyse the most and least successful steps of
the journey and make improvements accordingly.”
In May, LeasePlan customers in France were the first to benefit
from the roll-out of the OmniChannel solution, joined by those
in Finland, Norway, the UK and Austria later in the year. Task
routing and chat solutions will follow, with all LeasePlan countries
set to be onboarded by 2024.