Quick Transport Solutions Inc.

Trucking Companies: Using Technology To Improve Customer Service

When it comes to today’s game of hide-and-seek with finding the right freight carrier, consumers can be very finicky. Gone are the days when fleets can rely on customer loyalty alone. Consider a survey completed by American Express in 2014 which said that over a third of people who have just one bad experience with a company they will switch to a competitor.

Over half reported that they will tolerate no more than two or three negative incidents before taking their business elsewhere. So you can see why it is so important for your business to keep customer service at the very top of your priority list.

More Than One Touchpoint

The fact is, customer service involves more than just one interaction or touchpoint. One example could be making sure you let a customer know when you are going to make good on a delivery or service. Another could be the condition of the employee, vehicle or cargo once it reaches its destination.

Each different interaction gives you an opportunity to showcase your fleet’s customer service chops. You have many opportunities to end up with a satisfied customer. Remember that American Express survey? Well it reported a full 60 percent of Americans as citing they walked away from a sale because of poor service at least once.

With multiple touchpoints, the potential for a bad experience goes up. We now live in an environment where social media, reviews and word-of-mouth marketing can make or break a business. When you deliver on the promise of outstanding customer service you put yourself at a competitive advantage over your peers.

That being said, we get that when you operate a fleet, there are certain things that are outside of your control. Both your vehicles and your truck drivers are an extension of your operation. When a vehicle breaks down, it could cause a situation where your delivery is late. That kind of experience could damage your reputation with that customer, and possibly more. So what’s a fleet manager to do?

Fleet Management Solutions and GPS

If you haven’t heard of fleet management solutions, you might not be operating on the cutting edge of the trucking industry.  Fleet management solutions offer unique ways to get rid of troublesome time-wasting tasks, which lets you focus on more important things. There are several specific ways a fleet management system can work for your business.

Depending on the type of fleet you are operating, you likely need accurate location data for each of your operators. You need to be able to provide timely billing information to your customers, and be accurate every time.

By providing transparency over how long a truck driver is on a run, what their timecards say, what you’re billing and what the GPS reports, your customers know they can trust you. Should there be a dispute, you will have hard data to use when you respond to customer concerns. Getting to the bottom quickly helps you keep that customer satisfied.

You can also use geofencing, which allows you to set customizable, virtual boundaries for your truck drivers. When you ensure your people aren’t wasting their time, you won’t have to worry about any over-the-top bills.

Utilizing GPS tracking also lets you provide a quick and more accurate response to on-the-spot questions. You can also gain a good historical perspective on how long certain jobs might take. Finally, GPS allows you to shape your truck operator’s feedback and training with actionable data.

To exceed your customer’s expectation each and every time takes hard work, but it is very worth it. When one customer speaks highly of your service, you may suddenly end up with more. When you promptly resolve all of their concerns, maintaining their satisfaction and loyalty becomes much easier.

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About QuickTSI

QuickTSI is your one-stop-shop for everything you need to run your transportation and freight logistics business. Our website allows you to post loads or find trucks, post trucks or find loads, look up carrier profiles, view trucking companies, find truck driving jobs, and DOT medical examiners.

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11501 Dublin Blvd. Suite 200
Dublin, CA 94568

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