GPS Fleet Tracking Improves Customer Service
For many years, fleet tracking has been a reliable, cost-effective option for companies of all sizes. Whether your fleet features long-haul trucking or local cab services, GPS systems can be used to reduce fuel costs, extend vehicle life spans, and improve efficiency among drivers. One of the little-known benefits of fleet tracking, however, is an improvement in customer service, satisfaction, and retention.
Understanding the Value of a Well-Informed Customer Service Team
Before GPS vehicle tracking became a commonplace thing, dispatchers generally relied upon the word of their drivers. The transmission of location data was slow or nonexistent, and there was no way to know for sure where a driver was, where they'd been, or where they were going. More importantly, since this vital information was difficult for dispatchers to discern, customer service representatives were unable to relay "estimated time of arrival" information to customers. This often would understandably lead to dissatisfaction and complaints.
Now, however, with the establishment of a GPS system, countless fleet managers are able to better coordinate their drivers, as well as share vehicle managers, are able to better coordinate their drivers as well as share vehicle information to their customers. Well-informed representatives now have access to a wide range of details, including shareable online maps and data.
Here's an example. In the large cities, Chicago and New York, accumulations of snow are just part of the winter season, but every storm brings with it a flood of phone calls from concerned residents wondering when their streets will be plowed. These calls from citizens take up valuable time, and the agencies that manage snow plow fleets have learned that there's a faster and better way to provide answers to their customer base. By using the GPS fleet tracking devices already installed in their snow removal vehicles, both cities have been able to provide more detailed and honest information to their callers. Fleet managers and customer service representatives can now log on to a computer system and pull up the position of every snow plow operating in the neighborhood, enabling them to offer the customer accurate information about when a plow can be reasonably expected in their area.
Reduced Delivery Times Result in an Increase in Customer Satisfaction
Cutting delivery times is the goal of any fleet manager who's been tasked with moving mass quantities of units from place to place. Implementing a GPS fleet management system within those delivery vehicles allows dispatchers and managers to monitor routes and plan the most efficient paths for drivers. By knowing exactly where every package is and when it's arriving, a company can virtually guarantee deliveries, and in turn, satisfied customers. Allowing a customer service representative to provide accurate and detailed information to a customer is essential when it comes to building and establishing trust for your company.
Data Gathering Helps Identify Patterns and Create Better Customer Service
Another benefit of GPS fleet tracking is the implicit gathering of data that comes with monitoring vehicles. Here's another example. In the days and weeks following Hurrican Sandy, the city of New York experienced flooding that left its entire transportation system a mess. Train systems had been knocked out by the flooding in tunnels and a massive burden was placed on the city's taxis. Due to the data the city gained from fleet trackers, transportation specialists were able to identify a number of macro-sale patterns, take note of commonly used routes, and offer rerouting options for getting taxis and buses around delays. This data was able to give fresh insight into traffic patterns, allowing the city's transporation services to provide better customer care across the board.
Providing Assurance of Valuable Cargo Through Customer Service
Fleet tracking allows for managers to not only know where vehicles are, but also how they are. Advanced diagnostic screening, emissions monitoring, and tracking scheduled maintenance allow managers to reduce accidents caused by faulty vehicles. When parents entrust their children to a school bus driver, for example, they expect a certain level of assurance that the vehicles are up to code and safe for use.
Additionally, the technology allows school bus fleet managers to improve the overall quality of their service by reducing waste from inefficient and slow routes. When there's a traffic jam or construction on a route, for example, they can also refer to the tracker in order to allow parents and the school district to know that a bus might be running behind schedule. GPS fleet tracking can reduce safety concerns and stress, ultimately leading to a better experience for everyone who relies upon the bus company.
The Importance of GPS in Fleet Tracking
It is becoming an increasingly critical part of operations for fleet managers to know where every vehicle is at any given moment in the work day, but there are even more benefits beyond simple awareness. Businesses should look beyond the cost benefits that come with improving efficiency and look also at the benefits to the customer. Whether it's a smartphone app that shows where the nearest vehicle is or the ability to give a customer a straight answer about a delay, GPS vehicle tracking delivers a range of benefits that everyone involved can enjoy. Offering your customers a clearer picture of how their needs are being met means improved customer service and greater trust in your company.