Introducing the European Retailer KINTO One FSL SLA Guideline

To remain competitive in a challenging fleet market, KINTO has taken a bold step forward with the development of the European Retailer KINTO One Fleet Service Level Agreement (SLA) Guideline. Designed to ensure a consistent, high-quality customer experience across all markets, this initiative sets minimum standards and expectations for Toyota and Lexus Retailers while addressing the unique needs of corporate fleet customers.

Why a Fleet SLA Matters

The fleet market is highly cost-competitive, with external providers offering services through third-party workshops. As a Toyota and Lexus company, KINTO differentiates itself by delivering 100% brand-aligned service through official dealer networks, using original parts and maintaining the superior quality of Toyota and Lexus workshops. However, achieving this level of service at a competitive price requires a clear, structured agreement with Retailers.

The SLA Guideline creates a shared framework to ensure service consistency, economic efficiency, and customer satisfaction. It sets clear standards for pricing, lead times, and service quality, ultimately strengthening KINTO’s partnership with Retailers and enhancing the value chain.

The Key Benefits of the SLA

1. Consistency in Service Delivery
By defining expectations, the SLA ensures every customer receives the same high-quality experience across all markets. This consistency is vital for growing Key Accounts, especially in the international arena.

2. Customer Satisfaction and Quality
The SLA establishes response times, service standards, and support procedures that align with corporate fleet customer expectations. These measures build trust and reinforce the reliability of KINTO’s FSL products.

3. Accountability Across the Network
By outlining key performance indicators (KPIs), the SLA holds both Retailers and KINTO companies accountable for maintaining service quality. To support this, KINTO Europe provides training, resources, and guidance to empower Retailers to meet these standards effectively.

The Journey to the SLA

This initiative began in April with workshops involving KINTO’s Value Chain, Legal, and Quality teams, as well as representatives from all KINTO markets. Using insights from successful SLAs in the UK and Portugal, the teams worked collaboratively to design a guideline tailored to Europe’s diverse market needs.

From May to July, the teams defined pricing, lead times, and KPIs, while the Quality team conducted on-site visits to analyze customer feedback and identify improvement areas. By September, the final SLA proposal was ready, developed in close collaboration with NMSCs and aligned with Retailer agreements across markets.

Collaboration Behind the Framework

The SLA is the result of extensive collaboration across KINTO Europe’s teams and markets. Drawing insights from the UK and Portugal, where similar SLAs have been successfully implemented, the Value Chain, Legal, and Quality teams worked together to tailor a solution for Toyota and Lexus Retailers across Europe.

From April to September, these teams engaged with markets, dealers, and NMSCs, analyzing customer feedback and operational data to define KPIs, pricing, and service quality standards. This hands-on approach ensured that the final SLA guideline reflects the diverse needs of both our customers and Retailer networks.

Driving Future Success

The European Retailer KINTO One FSL SLA Guideline sets a new benchmark for customer service and collaboration. It provides the foundation for local SLAs, fostering consistency, efficiency, and trust across our Retailer networks.

This initiative underscores KINTO’s commitment to raising the bar in fleet customer experience, ensuring we remain competitive in a mature and aggressive market while strengthening our partnership with Toyota and Lexus Retailers.

Team Behind the SLA:

Together, we are shaping the future of fleet services with a framework designed to deliver excellence at every touchpoint.

Contact: vicente.cabello@kinto-mobility.eu