How Business Vehicle Tracking Can Improve Customer Service And Efficiency For Organisations With Commercial Fleets
In industries such as tourism and retail, customer service is valued extremely highly. In some cases, the customer service received can generate further business and long-term customers for the company. In comparison, some industries may view customer service as less important than other areas of their business, such as their manufacturing process.
For a company with a commercial fleet, it can be easy to forget that it is vital to ensure a high level of customer service. When a customer places an order with your company, which needs to be delivered or requires someone to conduct work at a customer’s location, providing an estimated arrival time is the foundation of good customer service.
One of the key ways in which arrival times can be predicted, and communicated to the customer, is through business vehicle tracking. By installing telematics systems within all commercial vehicles operated by a business, detailed information can be gathered regarding their exact location at any point during the day.
With access to individual vehicles live locations, more accurate arrival times can be communicated to customers. In situations where a driver is delayed due to traffic, being able to have access to their location and calculate a new arrival time for the customer is a great way to provide good customer service. Communicating this to a customer is also vital. If you were to put yourself in the customer’s shoes and had been told a delivery would arrive between two and three pm but had been left waiting until five for the driver to arrive, without any information from the business, that could be extremely irritating. Providing the customer with an update to say that the driver is running behind schedule can at least allow the customer to make arrangements if necessary and lets them know they have not simply been forgotten about.
Another benefit of installing vehicle tracking devices is that it enables organisations to service customers faster in an emergency. For example, should an office suddenly lose power due to an electrical fault in the middle of the day, vehicle tracking could be used to identify and dispatch the closest available electricians.
Improving the efficiency of a commercial fleet can also improve customer service as higher numbers of customers can be served in a day. Vehicle tracking can improve the efficiency of a commercial fleet in several ways. Firstly, through the installation of in-cab driver feedback telematics systems, the amount of fuel used can be significantly reduced. This is beneficial in several ways. To the customer, a driver who does not need to stop as regularly to refuel their vehicle can complete more tasks and reach more customers each day. For the business, reduced fuel consumption results in lower fuel costs and therefore, more money available to utilise in other areas of the business. From an environmental perspective, it is also advantageous as lower fuel usage means lower CO2 emissions.
How lower fuel usage is achieved is by the in-cab systems providing drivers with feedback based on their driving behaviour. Actions which contribute to higher fuel usage such as harsh acceleration and braking, as well as engine idling are all detected, and the driver is alerted. By reducing these action, the fuel usage savings can be significant, and the above benefits can start to be redeemed by the business.
Driver feedback can also have significant benefits in improving driver safety, which again can make a considerable difference to customer service and efficiency. By alerting drivers to unsafe driving actions such as harsh cornering and speeding, the overall safety of all road users is improved. Even if only one accident a year is avoided due to reduced speed or more sensible driving behaviour by your businesses commercial drivers, this is a positive. Along with potentially being fatal in worst-case scenarios, road accidents can have wide-ranging impacts of a commercial fleet and customers.
Following an accident, not only will insurance costs likely rise, but vehicles may have to undergo major repairs. This can take vehicles off the road for significant periods of time or, if they are beyond fixing, a vehicle may be unable to return to the road and ultimately needs to be replaced. Having a shortage of vehicles for any period can drastically reduce the efficiency of a commercial fleet, and therefore reduce the number of customers who can be served, therefore increasing the time they have to wait for a delivery or service.
Overall, by installing vehicle tracking across a commercial fleet, the benefits to both customers and the business can be significant. The standard of service customers received can improve along with the efficiency the commercial fleet and business operates at. Both of these can have long-term benefits for the business.
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