If you have a fleet that makes service calls or deliveries, you really need to know where they are and what they’re doing at all times. Current data collection options make these goals quite simple to achieve, with GPS, Internet of Things devices, and a central hub for organizing information.
The problem is that too many startups don’t use this technology, fearing it will be too expensive or complicated to integrate. When customers expect to know as much as you do, investing in fleet visibility is an effective investment. Here’s how.
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Impact of poor fleet visibility on customer experience
Consider what happens when you lack visibility into your fleet, even for a local business that only operates in neighboring communities. When a client asks for an update on the schedule, you can only make an educated guess. If your driver takes an unusually long time to arrive at your destination, you will have no idea what caused the delay. You cannot know whether the drivers in your fleet are using efficient means to get from one place to another. You cannot obtain critical data on the performance and condition of fleet vehicles, leading to a higher rate of equipment failures and missed appointments.
Benefits of increasing fleet visibility
Assess the fleet environment
Fleet startup owners need to know what’s happening with each vehicle: its location, the time it takes to get to its destination, and the optimal route for safety and fuel efficiency. With GPS tracking and real-time data processing, you can get up-to-date information on traffic and other conditions. For cold chain logistics companiesEnsuring that equipment continues to function during transit and delivery is an essential part of cargo safety and viability.
Enable faster response
Let’s say your driver encounters unexpected traffic or you get a new job that requires driver redirection. If you have the right system, you will be able to pivot easily. Response times are a key part of the customer experience, especially because they expect to receive delivery or service on time. Better fleet visibility means you know where the vehicle is and can customize the route to get the driver there faster. If your driver encounters problems along the way, you have the information you need to change course or have another driver provide the service.
Ensuring fleet security
Fleet safety is not just a business or human relations issue. Your customer experience also depends on driver safety. You may have laws that you must follow regarding fleet driver speeds and other behaviors. Visibility allows you to monitor driver behavior and identify issues before they turn into an accident or delayed delivery. When you know how your drivers are performing, you can tailor training to help them provide better service when they arrive at a customer’s location.
Make operational improvements
Better fleet visibility can contribute to operational improvements across the organization. When you create an optimal route for your driver to follow, they spend less time in traffic and can use less fuel to get there. These benefits allow the fleet to perform more services or deliveries in the same amount of time, which can streamline your fleet or lower the minimum threshold of active vehicles you need. It can even reduce your operating costs, improving everyone’s bottom line.
Provide accurate ETAs
Real-time data is a boon for customer service, especially if your CS rep is spending too many calls answering regarding driver locations. With real-time fleet visibility, you know the location of each vehicle and the estimated time to arrive at its destination. Automated text messages to alert customers of a pending delivery reduces the time you spend answering questions, leaving you free to provide more frequent and better service.
Visibility of your fleet can improve your startup as well as your customer experience. By leveraging real-time data processing, GPS and sensors, you increase driver safety and help your customers get faster service.
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