Consumers can be finicky in today’s online game of search and comparison. It’s easy for customers to bail on loyalty and test out your competitors. In the 2014 American Express customer service survey, 37% of respondents said that after one bad experience they will switch to a competitor. Another 58% said they will go through two to three negative incidents before switching. As a business owner or fleet manager, it’s clear that customer service must stand as one of your top priorities.
Customer service usually involves multiple touch points. For example, contact with customers could include providing an update on when a delivery is expected to arrive. With multiple touch points for just one transaction, there’s multiple opportunities to safeguard customer satisfaction. This is important when, according to the American Express survey, 60% cited walking away because of poor service.
The potential for one bad experience to hurt business doesn’t end there. According to this same study, 95% of customers will discuss a bad customer service experience with friends or family. Only 46% will discuss a good one. With word-of-mouth marketing, social media and review sites, delivering great customer service can give you a competitive advantage.
When you operate a fleet, vehicles and drivers are extensions of your business. A vehicle breakdown, for example, could equate to a late arrival for a service call, a lost customer and even reputation damage if that customer shares their experience.
But what can help improve customer service and strengthen business practices?
1. Improve Billing and Communication with the Help of GPS Tracking
Depending on business type, accurate location data can be an important step in providing customers with correct information. Visibility over how long a driver is at a job with actual GPS data helps provide complete transparency to customers.
Exceeding customer expectations not only satisfies each customer, but can also attract new business if that customer speaks highly of the service. Promptly resolving customers’ concerns is one way to maintain satisfaction.
All in all, GPS tracking on vehicles and assets allows you to:
- Provide quick and more precise responses to customer
- Gain a historical look at how much time jobs typically take
- Shape specific employee feedback and training so that services are consistent
2. Streamline Workflows by Reducing Manual Processes
The less time spent tracking down drivers or trucks, the more the focus on supporting key operations.
As technology develops, a fleet’s success can have a direct impact on the accomplishments of every other department in the company.
One good step in rolling out a fleet management solution is to identify other areas of the business to improve workflow efficiencies. An integrated fleet management solution can help eliminate unnecessary paperwork and manual processes. It can also help provide support to non-fleet departments and identify potential cost savings.
For example, a maintenance program or fuel card program integrated with GPS tracking, allows businesses to monitor spending. The accounting department will spend less time tracking down this information. Drivers will also spend less time keeping track of receipts and filling out reimbursement forms, and more time serving customer needs.
3. Support Operations Through Better Routing
With the help of accurate data and quality logistics, dispatching the appropriate vehicles for the right routes is easy. More efficient routes mean drivers can take on more customers in any given day.
Asset tracking beyond regular vehicles, such as trailers or other equipment, can also help improve efficiencies:
- Help improve response times by pinpointing asset
- Schedule automatic alerts to notify when assets are moving
- Help prevent theft by notifying of unplanned movement
- Drivers spend less time trying to locate equipment