Understanding Fleet Management Best Practices
This week, taking a look at another fleet management industry best practice highlighted in this report from the Aberdeen Group, we will discuss the ways in which fleet managers are using vehicle tracking technology to improve fleet efficiency and lower operating costs.
Part 2: Tracking Vehicle Information
Historically, according to Aberdeen Group's 2012 research of Field Service 2012: GPS and Fleet Management, the top three reasons for fleet managers to track vehicle information were for real-time location, vehicle speed, and idle time. Just two years later, much more emphasis is now placed on driver behavior, asset performance, and customer transparency.
The cost of poor driver behavior extends beyond potential vehicle repairs and violation costs. Moreover, vehicle downtime puts appointment schedules in doubt and portrays an unsatisfactory service image to the customer. According to the study, fleet industry leaders (top 30%) are 96% more likely than followers (remaining 70%) to implement technology that triggers an alert to both the driver and management when poor driving habits, such as speeding and harsh-braking, occur in the field. This level of transparency promotes a safe and efficient service delivery.
Similarly, the performance of an organization's assets, such as service vehicles, are just as crucial as technicians in providing customer satisfaction. With the right technology, organizations can forecast future service outcomes and archive past track record statistics for benchmarking purposes. At 69%, industry leaders are more than twice as likely to capture historical data of their vehicles in the field. Having this real-time information available helps organizations to get a better feel for optimal efficiency and resolution practices.
With that in mind, it is important to keep the customer informed regarding job statuses so that they have an accurate projection of when service will be delivered. Offering customers a real-time, inside look at this information allows technicians to coordinate with them. Not surprisingly, fleet industry leaders are 95% more likely than followers to provide a solution that enables technicians, dispatchers, and customers to communicate so that issues get resolved as soon as possible, thus offering consistent value to the customer.
Tying these benefits of vehicle data capture together, the below table based on July 2014 Aberdeen Group research shows the top strategies that fleet management industry leaders use to promote fleet intelligence over industry followers.
The Evolution of Property Risk Management
For a few fun facts about the evolution of property risk management, click here to view our infographic.
Dale Fambrough Answers 5 Fleet Questions
This is part of a series of interviews with AssetWorks fleet professionals.
Director of Fleet Services at City of Atlanta, Georgia
What is the one simple change that you have made to your fleet that has had the biggest impact?
We extended our fleet vehicle services, in terms of both mileage and time,…Read More
Understanding Fleet Management Best Practices
Are you interested in learning some of the best practices that have allowed fleet organizations to establish themselves as industry leaders in delivering customer satisfaction, issue resolution, and revenue generation? Over the next couple of weeks, we will take a close look at this report from the Aberdeen Group, as it highlights growing fleet management trends to help improve cost savings as well as the quality of service and support provided to customers.
Part 1: Emphasizing Customer Service and Resolution
One of the many interesting takeaways of the report revealed a shift in the top area of focus among fleet managers. Out of the 70 survey responses, 67% emphasized increased productivity and efficiency to enable resolution as the primary goal of their service organizations. This is a result of organizations needing to facilitate better customer service.
Furthermore, according to Aberdeen Group's March 2014 State of Service Management: Roadmap for a Profitable 2014 report, 51% of the 170 polled respondents listed improved customer satisfaction as the top service objective. This shows a progressive change from the days when effective fleet management simply meant cutting costs and maximizing profitability. In this age of the customer, the bar for providing customer satisfaction has been set higher than ever before and the fleet management department now has an important role to play.
What matters most in a GPS solution?
The industry is buzzing about how GPS and telematics can improve your fleet maintenance and operations, but how are fleet managers using the data a GPS system provides? What functionality is the most important to fleets like yours? We’ve put together a short survey to help understand what matters to organizations that are using GPS or considering GPS. Click here to answer the 3 question survey and learn what other fleet managers are saying. (You’ll be able to see the survey results when you complete it).