Between sharing ideal and everyday reality – what good customer service must deliver
Car sharing sounds like an app, e-car and the future. But who at Sponti-Car takes care of the kümmert, what happens after the booking, weiß: The mobility transition needs more than technology. Andrea Iseppi, Head of Customer Service, provides insight into her daily work – between parking concerns, charging problems and the question of what users really expect.
What makes customer service in car sharing particularly challenging?
Andrea Iseppi:
Unlike a traditional car rental company, we deal with very different users to deal with ‑ from the retiree who books via the app for the first time to the corporate client who expects efficiency at the touch of a button. Expectations are high, and nevertheless everything should be as affordable as possible, sustainable and uncomplicated. This requires a delicate touch.
What do customers want most?
Andrea:
At the top is Reliability: Is the vehicle there? Does the booking work? Is it charged? Our users are very direct – if something doesn't work, they report immediately. That's good. Therefore we rely on transparent communication, digital booking and fixed prices. Anyone who has booked with us once should know what to expect.
What are typical everyday problems – and how do you solve them?
Andrea:
Most often we hear: „I can’t open the vehicle.“ In 90 % of cases this is due to Bluetooth problems – for example because the smartphone does not establish a stable connection. Then it becomes ’s hectic. Therefore we offer alternatives: for example the SwissPass as a physical key or – if necessary – a remote access via our customer service. Important: We don’t leave anyone behind.
How do you handle late returns or blocked vehicles?
Andrea:
That happens more often than you think – especially with new users. If a vehicle does not return on time, we call the driving person, ask for the location and actively communicate with the next customer. Often that is enough to defuse the situation. A conversation often works better than any app function.
And when it’s really going badly – that is, in accidents or breakdowns?
Andrea:
That also happens. Especially with e-vehicles it is not always clear whether it is a technical defect or a user error. When the car is no longer drivable, our European-wide roadside assistance, who is available 24/7. In such Fällen we send a Patrouilleur, who solves the problem on site. The customers do not have to worry about anything.
What about invoices? Are there many follow‑up questions?
Andrea:
Yes, that's a recurring issue – and honestly quite understandable. Car-sharing invoices often seem complicated: loading fee here, late surcharge there. But: The vast majority of concerns can be resolved very quickly, if you take the time. We gladly explain every item – over the phone, by email or in person. Many are then positively surprised by how openly we handle it.
Conclusion – Customer service is the invisible engine of shared mobility
Digitalization, electromobility, climate goals – all important. But without functioning customer service remains only theory. What Andrea Iseppi and her team at Sponti-Car daily accomplish, shows: The future of mobility is not just a question of technology, but also of human closeness and understanding for real needs. And sometimes a sincere conversation is enough to solve a problem.
Are you planning car sharing for your municipality, company or residential complex?Sponti-Car offers holistic mobility solutions – with personal customer service, which takes care of you. Simply inquire and get non-binding advice.
