Customer Service

Every business knows the challenge that fleet operations can bring. Delayed transportation of goods or staff can reduce productivity can create an unwanted reputation of unreliability. Constantly having to ring drivers and chase up on their location and progress can also take precious time away from other business tasks as well as creating an unorganised or unprofessional perception.

Poor customer service can have a major impact on a business in a number of ways:

  • Negative customer service is likely to lose the business of the customer in the future.
  • Poor customer experiences are increasingly being recorded and found via platforms such as review sites or social media. Negative brand reviews may put prospective customers off before they’ve even visited your website or spoke to your team.
  • Delays or late arrivals can sometimes be subject to fines or unplanned discounts in order to compensate the customer. This eats into your profits and harms your financial health.
  • Dealing with customers to try and improve the relationship takes a lot of time and effort. This time could’ve been spent on other business activities had the initial customer service not been a negative experience.

How can vehicle tracking make life easier?

One of the biggest challenges that many of our new customers talk about is managing a large fleet of vehicles and drivers. Businesses that don’t have vehicle tracking often have to rely on ringing their driver to find out where they are and what their estimated time of arrival is. Not only does this take more valuable time but can also distract the driver from the road, thereby increasing the risk of a penalty or accident.

Faster reaction times

Our GPS vehicle trackers and system mean that a fleet manager, operations team or customer service employee can monitor the exact location of the driver in a matter of seconds. In many instances this means that they can closely monitor driver’s progress and pre-empt any potential delays by communicating with the customer in advance.

Better communication

If a customer wants an update on the location of their driver, the customer service team can very quickly log into our system and provide them with an exact current location and accurate ETA. This might help the customer better plan their operators, or merely help reassure them that everything is going to plan.

Quicker dispatch

Another way that vehicle tracking can help businesses is via job dispatch. RAM Tracking customers can see exactly where all their drivers are, so if they receive a last minute or emergency job, they can quickly find the nearest driver or vehicle and dispatch them with ease. For the customer, this reactivity and quicker dispatch is likely to be more convenient.

Proof of work/Dispute resolution

Sometimes businesses face the challenge of having their team’s performance contested. RAM Tracking records every movement and vehicle location to the second, meaning that there’s a whole history of vehicle data readily available. In instances where the customer may be unhappy about a late arrival or departure, or even proof of work, your team can double check the claim against the records to get the full story.