Delivering a high standard of customer experience is a brilliant way of converting one-time jobs into lasting partnerships and enhancing the value of existing contracts. It's probably the main reason a growing number of service companies are investing heavily in the customer service aspect of their operations.

Customer expectations have never been higher. If your business relies on a fleet of vehicles to serve or deliver to customers, this quick guide will provide a valuable resource for building customer loyalty and driving business growth. We’ll be outlining the essential elements of customer experience and why fleet management services matter, whether you're offering purely technical services or managing a large corporate fleet.

Enhance Each Stage of the Customer Journey

Customer experience encompasses multiple interactions with your business, each providing an opportunity to impress and build trust. Focusing on the fleet management element of your customer’s experience can attract new business and foster loyalty. Let’s break down the 4 main stages of the process to help identify areas for improvement.

Awareness

Customers identify a need or problem that your business can address. So they search for information online and contact multiple companies within your industry.

To be one of those companies you’ll need to consider;

• How easy it is to find your business online.

• How easily people can contact you.

• Are you reachable using a customer’s preferred communication channels?

• How to track incoming requests and ensure a prompt response?

  
  

Evaluation and Decision

Potential customers may receive responses from different companies and will need to decide which one to choose. They’ll be influenced by several factors that you can control.

Elements which will guide potential customers to a preferred supplier;

• A prompt reply.

• A personalised rather than automated response.

• How quickly a meeting or appointment can be scheduled.

• Ensuring every potential customer feels valued.

  
  

Service Delivery

Presuming you make it through stages 1 and 2, and your service is booked, a team member will visit the location to deliver the product or service. In an increasingly digital environment, this could be the first time direct contact has been made between the customer and your company.

This offers numerous opportunities to impress and increase the likelihood of repeat business, including:

• Meeting your ETA and ensuring punctuality.

• Maintaining communication with the customer between booking and arrival.

• Communicating any disruption, such as delay or change of time, promptly.

• Informed team members with a thorough understanding of the delivery/service.

• If the service is not resolved in one visit, clear communication of any follow-up.

  
  

Post-Service

After a job is completed there are various steps you can employ as the service provider to maintain customer satisfaction or encourage repeat business in the future.

Consider the following actions and how they could drive new contracts and increase client loyalty;

• Do you use any kind of post-service messaging?

• Do you follow up proactively to gauge customer satisfaction?

• When customers contact you again, do they feel remembered and valued?

• If you host a newsletter or send emails are they on your mailing list?

  
  

  
  

Four Steps to Enhance Fleet Customer Experience

Identifying areas for improving your service is just the beginning. Implementing the following practices effectively will enhance your customer’s experience and help to grow your brand identity.

Humanise Interactions

In an age of increasingly digital transactions, the personal touch matters more than ever. According to Salesforce, 84% of customers value being treated as individuals and they appreciate it when companies remember their preferences and past interactions.

Optimise Communication

Customers expect clear, fast and accurate communication across various channels. However, 76% of businesses report receiving conflicting information from different channels within the same company, while only 22% experience what they describe as seamless communication. As a rule of thumb, aim to respond to emails and messages within a few hours to meet customer expectations.

Promote Good Team Behaviour

Your fleet and field team represent your company in public. Encourage positive behaviour alongside productivity to maintain a favourable company image.

Act Swiftly

Nowadays, quick response times are not just preferred but expected. Delays in responding to inquiries can result in losing potential customers to your competitors. Ensure prompt appointment scheduling and service delivery procedures are in place to meet customer expectations.

How Better Fleet Management Can Help

Once you've evaluated your customer journey, focus on the areas you feel need work. Fleet management services, like those provided by iTracking, offer access to all the necessary vehicle and driver data, providing fleet managers with valuable insights to optimise scheduling, speed up responses, improve communication and prioritise excellent team behaviour—all essential for delighting your customers.

Looking for ways to streamline operations and improve your fleet's customer service?

Here at iTracking we provide companies with a range of fleet management solutions, from vehicle tracking to complete mobile workforce management, including job dispatch, navigation, fuel monitoring and integrated camera solutions.

Get in touch to book in a free, no obligation discovery call to learn how iTracking can help your business optimise its delivery and fleet management services.