Customer Service

Why is it important?

Every business knows the challenge that fleet operations can bring, especially when monitoring fleet vehicles and vehicle locations. 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.

The negative impact of poor customer service

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.

Biggest challenge

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.

 

FAST 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 quickly log into our vehicle tracking service and monitor the vehicle location, giving an accurate ETA.

 

QUICKER 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.

 

PROOF OF WORK

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 your team can double check the claim against accurate records.

"We can tell the customer exactly how far away their technician is"

RAM helps us to do our jobs better by locating any vehicle at any given time. Mark Omsby | Alternative Windows

 

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