All the Way – Bilia’s new customer promise. In order to live up to our customer promise we have formulated three core values: Interest, Accessibility and Attractive Car Ownership. These values should permeate all processes in our operation.
To fulfil the customer promise we have formulated three core values as strategic building blocks, closely interlinked with each other. Our employees’ dedication and professional competence are crucial in fulfilling the customer promise. Bilia measures how satisfied the employees are in their job situation. The training unit, Bilia Academy, tailors trainings to the needs of the employees.
Interest
Interest is fundamental for achieving the company’s vision of being the best service company in the business. To ensure that we achieve our ambitious goal we measure customer satisfaction every day. This gives us direct and vital feedback in our endeavour to constantly improve.
Accessibility
It should always be possible to get in touch with Bilia. We should be accessible and be located near the customers. The company is represented at many locations in three countries and we have Scandinavia’s densest network of authorised service workshops.
Bilia prioritises Internet and Web services, which is appreciated by the customers. Our website has more than 14,000 visitors per day, and the range of services is under constant development. It is possible to make an appointment for service, tyre changes and test drives directly on the website. The customers can also chat with customer receptionists and salesmen online.
The telephone continues to be an important tool, and accessibility by telephone is measured regularly. Operators, platforms and all functions surrounding telephony are constantly monitored and reviewed so that Bilia can maintain high accessibility.
Attractive car ownership
It should be attractive for Bilia’s customers to own their car. We offer a comprehensive solution that includes good products and provides added value. Bilia has a wide range of products and services, ranging from financing and insurance to service subscriptions.
Bilia offers everything a car owner needs, for example: professional service and repairs, glazing jobs, tyres and tyre hotel as well as fuels and accessories. We are responsive to the increasing demands of the customers.