Mike Albert Fleet Solutions isn’t a new name in the fleet game. They’ve been around for 61 years and remain one of the largest fleet leasing companies in North America, based in Cincinnati. As part of their 2018 technology strategy, Mike Albert is shifting from an internal system improvement focus to providing the “best” overall client experience, where digital and mobile play a major role.
Mike Albert had a growing gap in their customer experience that was only becoming more apparent. They recognized the need to fix it, but weren't clear where to start, nor did they have the capacity internally to dedicate resources to figuring it out.
Mike Albert Fleet Solutions has a brand new mobile app that customers love. But perhaps more importantly, their customer experience is built on new and progressive technology and they’ve adopted company-wide internal processes and perspectives that will have long-reaching impacts. By partnering with Launch Scout, Mike Albert has laid the foundation for ongoing innovation as they continue address every layer of their customer experience.
Launch Scout brought more than great software development to the table; they brought a new level of speed and agility. “They were aggressive in delivering more quickly to our clients than we were even comfortable,” says Brown.
Part of Launch Scout's process also included new perspective: tech projects aren’t just developed, they’re created. That means a designer is fully integrated in the process—critical to customer experience. Without a designer on staff, Mike Albert’s project outcomes often produced effective and efficient tools but lacked a feeling of excitement and creativity. The new mobile app gave Mike Albert early insights about the power of visually managing a technical initiative.
One of the ideas they pushed was not being afraid to fail. We learned by working with [Launch Scout] that every time we move fast and regroup, we learn something, because we’re getting real feedback. Not to mention, we'll get to ROI even faster.
Brian Brown, Vice President of IT