Silverstone Leasing Unites Brands to Elevate Customer Experience
Leading vehicle leasing provider Silverstone Leasing has unified its two subsidiary brands to deliver a more seamless and customer-focused experience.
Previously, the award-winning Silverstone Leasing, based in Preston Deanery, Northampton, specialised in corporate leasing, while its sister brand, Embrace Leasing, handled personal and retail leasing. As of early 2024, the two have officially merged into a single entity, combining strengths to enhance service delivery across the board.
Following a soft launch in December, the fully integrated team reintroduced itself under the Silverstone Leasing banner last month. The move aims to harness best practices from both operations and establish the most efficient systems and processes to better serve customers.
One of the most significant changes is the introduction of seven-day support. After conducting mystery shopping exercises, Silverstone Leasing found that no competitors offered human customer service over the weekend—a gap the business was eager to close.
Managing Director Scott Norville explained:
“Bringing everything under one roof and adopting shared processes has already shown real benefits. Every aspect of our operation has been reviewed with one question in mind—how can we make this better? The result is an elevated level of customer service, right from the first enquiry through to vehicle delivery.”
“In the past, the separation between our teams sometimes led to a disjointed customer journey. We also recognised that being unavailable at weekends meant missed opportunities and delays in response. That wasn’t good enough.”
Now, the team offers Saturday support from 9am to 1pm on a rotating schedule, ensuring that enquiries are handled quickly and efficiently.
“Since launching weekend cover on 6th January, we’ve already seen a positive shift,” Scott added. “Our responsiveness has improved, and we're engaging with customers while they’re actively looking. It’s helped us build rapport sooner and move through the leasing process faster.”
In addition to extended availability, Silverstone Leasing has implemented process improvements and smart automation to streamline customer journeys and continuously generate ideas for improvement.
“Customer confidence is gradually picking up again, and we’re determined to meet that momentum with our own enhancements,” said Scott. “Weekends are a peak time for enquiries, and by being available, we can qualify leads faster and offer a more tailored service.”
“I’m incredibly proud of the team for embracing these changes. Their commitment has been key to our successful transition. With this new approach, I believe we’re on track to achieve our goal of 20 percent growth this year.”
For more information about leasing a vehicle for personal or business use, contact Silverstone Leasing on 01604 978480 or visit www.silverstoneleasing.com.
