Understanding Fleet Management Best Practices
Part 3: Using Metrics to Measure Success
Our final look at this report from the Aberdeen Group will examine which key service-related metrics fleet industry leaders are using to measure success. The efficiency and productivity of a service fleet is best represented using key metrics associated with service resolution, overall customer experience, and profitability. The below graph is based on July 2014 research conducted by the Aberdeen Group, and shows the year-over-year improvements in fleet performance that industry leaders (top 30% of fleet management industry) have experienced.
Of all the margins depicted, the most substantial differences lie in customer satisfaction, revenue, and productivity. While the other KPIs offer their own unique value, fleet managers and customers are more interested in these three service-related parameters that highlight the longer-term benefits of technological implementation.
However, even the top fleet industry performers still rely on best practices to achieve these favorable performance metrics. For instance, integrating fleet data with data associated with other departments can allow your organization to streamline its operations; in other words, a shift from autonomous work flows to end-to-end cooperation. Top industry performers integrate data with customer service history data, field service systems, and other systems to find links and patterns and pinpoint areas of improvement accordingly.
Likewise, linking a fleet to field service delivery allows technicians to easily reach customers in the event that remote resolution is not possible. By allocating fleet solutions to aid in the delivery of field service, technicians are able to respond to each individual troubleshooting issue as quickly as possible.
As discussed before, implementing analytics to promote improved driver behavior allows fleet managers to identify the technicians dipping below set customer resolution standards. Ensuring that an organization's technicians are responding to customers' service needs in an efficient and timely manner can help sustain long-term customer relationships.
Sustainability through Redistribution Infographic
To learn more about how Colleges and Universities across the country are supporting sustainability goals through the redistribution and reuse of surplus property, check out our infographic.
Leave a comment below to share what your institution is doing. We love celebrating accomplishments, unique ideas and big…Read More
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