Fleets emerged from the pandemic with a good understanding that automation and personal communication had proved to be a perfect combination to keep drivers safe and compliant during the pandemic according to Fleet Service GB’s recent customer partner survey.
Fleets said they valued the App’s real time data collection as more of their colleagues were working remotely, while drivers appreciated having access to human interaction with Fleet Service GB’s customer service team 24-hours a day, seven days a week, especially when trying to resolve a vehicle problem.
Fleet Service GB proactively contacted drivers about getting vehicles booked in for servicing and MOTs via the App. During the first lockdown, Fleet Service GB had to arrange, in a number of instances, for garages to open to carry out urgent servicing and repairs to keep customer vehicles on the road.
The Fleet Service GB’s Driver App also proved invaluable for businesses to share important news and updates with drivers during the pandemic. It also enabled companies to record the condition of vehicles as they were being mothballed as they responded to ever-changing business conditions, while thousands of vehicle check sheets were being filled in by drivers and processed via the App so fleets could keep a close eye on the condition of their vehicles.
“The App removes waste by exposing and transferring information directly between the driver, supporting supply chain, Stannah and Fleet Service GB. We have enjoyed playing a role in its ongoing development,” explained Martin Carter Group Information Systems Director, Stannah.
Carter as part of a unique Fleet Service GB Achieve User Group contributing to the latest version of the Driver App upgrade 3.1 which includes making it easier for drivers to access, check and complete declarations, providing speedier access to company documents and to view and manage their daily to-do list.
While the App proved a vital digital connection with drivers, employees valued being able to speak to the Fleet Service GB team by phone around the clock to discuss a driving or vehicle related issue. The feedback was that it contributed to drivers feeling less isolated and it contributed positively to their well-being.
“I was reassured that if any of my drivers rang the Fleet Service GB number out of hours they would be greeted by a friendly voice – who understands how to deal with their issue. The fact Fleet Service GB never closed its customer service operation was very important,” said James Ford Operations Director, VPS UK Ltd.
Rino Agozzino, Dynniq’s head of procurement (UK & Ireland) said: “I am reassured my drivers always receive a human response and an immediate reaction to a problem.”
“In our experience we know driver and vehicle well-being is inextricably linked which is why we saw technology and human interaction work in harmony during the pandemic,” explained Fleet Service GB’s chairman Geoffrey Bray.
“While many businesses furloughed their customer service teams or reduced working hours, our call centre never shut. There was always someone at the end of a phone for customers and drivers to talk to around the clock.
“Our in-house team has a process of continual improvement for our App. We know from customer feedback it’s often some of the smallest updates that make the biggest difference,” he added.