If you are following our articles of How To Choose a Fleet Management System. we almost discuss about every important feature when choosing the systems. Today we will explain the vital role of support services.
If you still haven’t read the previous articles : How To Choose a Fleet Management System – Work Exprience ( Part 4 )
However, there are an assumption that only technical issues matter when buying a GPS tracking device, Customer service of a fleet management company is surprisingly heart of the business which tends to deliver an excellent service that Helps the customer feeling valued and respected. Even though providing an exceptional service can contain extra resource, time and money, when you get it right it will enable you to stand out from your competition, maintain a constructive reputation among future customers and reassure existing customers to purchase from your products again.
if you want to start working with a fleet management service provider and you are thinking of what kind of support do you need, you should control whether the company provide theoi supports between several categories of Customer Relationships, which may co-exist in a company’s relationship with a particular Customer Segment:
A fleet management service provider, could offer their service to individuals which means This relationship is based on human interaction. The customer can communicate with a real customer representative and support to get help during the whole process of purchasing, installation and learning to work with gps trackers or fleet management systems. This may happen onsite at the point of sale or after support through call centers, by e-mail, ticketing systems or through other means.
In this regard, the relationship involves dedicating a customer representative or support services precisely to a specific client it could be a legal person or natural person. It represents the deepest and most intimate type of relationship and normally develops over a long period of time. In services, for example, dedicated Fleet management support serve customers the best 24/7 supports. Similar relationships can be found for other businesses in the form of key account managers who maintain personal relationships with important customers.
In this type of relationship, a fleet management company maintains no direct relationship with customers. It provides all the necessary means for customers to help themselves which will be explained here in below
This type of relationship mixes a more sophisticated form of customer self-service with automated processes. For example, a fleet management company should help customers to create a personal online profile which give them access to services such as ticketing system, Emails. These automated services can recognize individual customers and their characteristics, and information related to orders or transactions, Problems, issues they have been through and all the support they received. Surely if a fleet management service provider could offer these services at its best, automated services can simulate a great personal relationship between both Fleet management client with the service provider.
Gradually, companies are utilizing user communities to become more involved with customers to facilitate connections between community members. Many fleet management companies maintain online communities that allow users who bought the products exchange knowledge and solve each other’s problems. Communities can also help companies better understand their customers.
Now most of the companies especially fleet management wanted to increase its understanding of the challenges faced by overweight adults, and thereby learn to better manage customer expectations.
The other ways of communicating and teaching customers which should be considered when choosing a fleet management company is webinars, tutorials, enough support documents and manuals.
More companies are going beyond the traditional customer-vendor relationship to co-create value with customers. Fleet management service providers invite customers to write reviews and thus create value for other potential customers this is one of the great ways to know about another customers opinion. Some of the companies engage customers to assist with the design of new and innovative products.
Finally, supporting all kinds of customers is a hard work since the fleet management companies should encounter with each person whether legal one or natural persons. This means many fleet managers have significant health and safety responsibilities which includes ensuring the fleet is roadworthy and safe as well as providing driver safety training. Fleet managers must also take action to mitigate the risk of the most common causes of accidents including speeding, fatigue, and the use of mobile phones.
In addition, driver and business training in the world of the modern fleet manager often goes further than health and safety issues. Other training topics include how to use the fleet management system, working with gps tracker devices and most important one support services etc.
There Are two functional expressions in any companies using ITIL that are warranty and utility For the fleet management customer who uses support services of the GPS trackers manufacturer it is about utility (fitness for purpose) and warranty (fitness for use) and how the service provider can make these two elements come together to understand the desired results and which the customer uses for the bases of their perception of the service and its value.
Read More: Difference Between Service and Product