PHH Arval Focused on Customer Service as Major Snow Storm Hits Maryland Headquarters
SPARKS, MD - As historic blizzards caused many businesses in the northeast United States to shut down for several days last week, PHH Arval demonstrated its dedication to customer service by implementing its business continuity plans to maintain "business as usual" service to its clients.
"Despite blizzards and record-setting snowfall in our region, PHH did what it took to stay 100 percent open for business," said Tom Keilty, SVP and COO of PHH Arval. "As a world class service company, we don't take breaks from providing superior customer service."
Prior to the storm, PHH Arval's Business Continuity team, made up of employees from all departments, implemented PHH's strategy that would enable employees to work from home if they could not physically come to the office. The company's IT department provided access to PHH's internal systems to additional employees, increasing remote connectivity by more than 35 percent just prior to the storm. During the emergency, 56 percent of PHH Arval's employees in the Sparks, Maryland, office worked remotely from home, answering phones, and providing service to drivers and clients. This included all of PHH's Call Centers, account management teams, and numerous operations departments. The Business Continuity team met regularly by teleconference to discuss updates from each business unit and monitor work volumes, connectivity capabilities, key events and challenges.
"This historic snowfall was so dangerous that our physical building was closed," continued Tom Keilty. "Despite these major challenges, we maintained our statistics for time to answer across all the call centers, maintained normal communications with our clients and their drivers, and worked together to deliver the consistent, quality customer service our clients expect. Many clients contacted us to let us know how much they appreciated our ability to respond seamlessly to this storm."
About PHH Arval
PHH Arval, a subsidiary of PHH Corporation, is a fleet management services provider in the United States and Canada. PHH Arval provides outsourced fleet management solutions to corporate clients, including nearly one-third of the Fortune 500 companies. Through consultative expertise, flexible customer service, and award-winning Internet technology, PHH Arval helps clients reduce costs and increase productivity. For more information, visit www.phharval.com or call 800 ONLY PHH.
About PHH Corporation
Headquartered in Mount Laurel, New Jersey, PHH Corporation is an outsource provider of mortgage and vehicle fleet management services. Its subsidiary, PHH Mortgage, is one of the top five retail originators of residential mortgages in the United States1, and its subsidiary, PHH Arval, is a fleet management services provider in the United States and Canada. For additional information about the company and its subsidiaries, please visit our Web site at www.phh.com.