Customer service isn’t always something that people associate with fleet managers, but fleet managers can have an enormous impact on customer service nonetheless. A well-managed, well-maintained vehicle fleet can help make the day-to-day operations of a business run smoother, faster, and more efficiently.
Likewise, fleet telematics solutions such as GPS vehicle tracking typically aren't the first thing most people think of when considering a customer service solution. However, vehicle telematics can actually have a surprising effect on your company’s ability to deliver top-notch customer service.
“How so,” you ask?
Here’s how you can use GPS fleet tracking devices and other vehicle telematics solutions to provide awesome customer service:
Improving Fleet Efficiency
Whether your business is a B2B or a B2C, the efficiency of your vehicle fleet can have a direct impact on your company’s overall customer service experience. Think of it this way: if your fleet vehicles are delayed by traffic jams, breakdowns, or less than optimal route planning, are your customers more likely to be satisfied or dissatisfied?
Vehicle telematics help you provide awesome customer service by keeping your vehicle fleet moving on schedule.
For example, GPS tracking solutions allow you to remotely track the position of your fleet vehicles so that, if one gets stuck in traffic, you can quickly give that vehicle a detour to follow to minimize the delay.
Additionally, remote vehicle diagnostics systems can give you key engine performance data and help you track total vehicle mileage. This allows you to identify which of your fleet vehicles are most in need of preventative maintenance, which helps reduce the risk of a costly breakdown on the road.
Verifying That Vehicles Arrived at the Right Location
You might be surprised at how often a delivery or service vehicle might arrive at the wrong destination. In a best-case scenario, the driver may only be temporarily lost as they search for the correct address.
In a worst-case scenario, the driver and crew might start offloading cargo or trying to fulfill a work order at the wrong location. Not only does this waste money and time, your customer is left waiting for service.
Using vehicle telematics, you can track where your service vehicles are when they check in for the start of a work order or delivery, allowing you to make sure that they’re at the right address.
Additionally, if a dispute does arise later, you can use the GPS tracking data from the vehicle to check if the vehicle was at the work site at the appointed time. This helps to quickly resolve disputes one way or the other so you can focus on moving your business forward.
Providing Customers with Estimated Arrival Times
Sometimes, delays are unavoidable, and many of your customers will understand this. When a vehicle is delayed, GPS tracking will allow you to reach out to your customer and let them know of the delay and how long it will probably take for your vehicle to arrive.
This can be helpful for controlling customer expectations, as well as allowing your customer an opportunity to reschedule if the new arrival time isn’t convenient to their needs. This can be helpful in preventing customer dissatisfaction caused by delays.
Vehicle telematics might not be the first thing that comes to mind when you think about solutions for improving your customer service. However, by improving your vehicle fleet’s efficiency and productivity, fleet vehicle telematics solutions can prove to be an invaluable resource for creating a better customer service experience for your business.