5 ways telematics can improve customer experience

Telematics improves your customer’s experience

Telematics and customer experience, a guide by Anthony Stafford, Sales Manager, Fleetmaxx Solutions in Motherwell

You need to stand out from the crowd in specific industries, like trucking and delivery fleets. You will need excellent ratings across the board to stand out, including flawless customer experience.

Having an excellent customer experience is essential for businesses. Providing a customer with outstanding service can turn them into a loyal customer who will happily recommend your brand to others (friends & family).

People expect complete transparency and instant communication these days, and they want it 24/7. Service reps aren’t able to provide this level of service. What can you do short of hiring an entire round-the-clock customer service team?

This is where technology investments pay off. If your business relies on making efficient deliveries, telematics should be your first stop in providing best-in-class customer service. It can help you in many ways—from improving communication to cutting costs.

Enhanced visibility

These days, customers want to know exactly where their order is—from the moment it’s purchased until it’s in their hands.

With Fleetloc8’s tracking, drivers can be more visible when they’re on the road, and data can be shared automatically between the driver, fleet manager, and customer. This enhanced communication makes your business look reasonable and transparent—while a higher rate of on-time deliveries means customers are more likely to use your service again.

Accurate ETA’s improce customer experience

Everyone dreads the non-accurate courier text, meaning they have to sit in all day, waiting for their slot. However, with Fleetloc8’s products, you can manage your vehicles from your fingertips. We can provide accurate ETA, which offers valuable transparency.

They’re also handy if a delivery is delayed, as the driver can provide the customer with a new ETA to keep them in the loop. After all, if there’s one thing more annoying than late delivery, it’s expecting something that never arrives.

More accurate billing

Billing is often a time-consuming process. With telematics, fleet managers can hand over much of the admin to the software, which can:

• Generate reports on hours worked and miles driven
• Provide an accurate overview of daily travel time and routes taken
• GPS-stamp location and time upon arrival and departure
• Track metrics – including fuel consumption

This information can also help you better plan for seasonal work. If you see a significant spike in work orders every year in the same month, you can preemptively hire more contractors to help out and keep the business going like a well-oiled machine.

More considerable savings for you (and your customer)

With data in hand, you can keep a tighter grip on things like fuel consumption, unauthorised usage, emission rates, better route planning, and maintenance.

This can help you increase your profit margin, while your customer can benefit through price reductions. It also provides more accurate billing, which can be achieved through automatically recorded driver hours and mileage.

Better relationships with your clients

As a fleet manager, your ultimate goal is to help your customers thrive. Technology plays a vital part in this. As well as helping you manage your fleet, it can help you foster a culture of regular communication between customers and your team. Telematics software can assist with this via some of the functions mentioned above, including:

• Automatic notifications to give customers real-time delivery stats
• Timely alerts and personal calls when there are issues or delays
• Accurate billing that includes driver hours and mileage

Anthony Stafford – Sales Manager

Fleetmaxx Solutions – Motherwell