HomeResourcesBlog3 ways GPS technology can help improve fleet customer service
5 mins to read

3 ways GPS technology can help improve fleet customer service

By Julie White October 16, 2023

In today’s competitive business landscape, providing exceptional customer service is key to success. Fleet managers are under increasing pressure to meet customer demands while managing costs and operational challenges. Fortunately, technology solutions such as GPS fleet management software offer innovative solutions that can improve fleet customer service. According to the 2024 Fleet Technology Trends Report, 70% of fleets using GPS fleet tracking software found it “very beneficial” or “extremely beneficial,” demonstrating the significant impact this technology can have on operations and customer satisfaction.

Boost productivity and service by streamlining your operations

One important way GPS technology can boost fleet customer service is by streamlining operations and boosting overall productivity. Efficiently planning routes, managing maintenance and adopting digital transformation strategies can significantly enhance service quality and responsiveness. With 41% of fleet managers reporting a positive ROI in less than a year after installing telematics,1 fleets can achieve these productivity and service goals via:

Route planning and smart dispatching

Route planning and dispatching in real-time can reduce unnecessary miles, improve fuel efficiency and support timely arrivals—helping to keep both fuel and labor costs under control. With GPS technology as part of their job management system, fleet managers can monitor vehicle locations and traffic conditions, allowing them to make on-the-fly adjustments and provide accurate arrival times to customers. 

Maintenance management

Effective fleet maintenance is crucial for mitigating vehicle downtime and prioritizing reliability. GPS tracking enables proactive maintenance scheduling based on actual usage and performance data, addressing the risk of breakdowns and service disruptions. By staying ahead of maintenance needs, fleets can uphold their service commitments and keep their vehicles in good condition even in a time of ongoing parts-supply issues.

Digital transformation

Digitalization is reshaping industries across the board and fleet management is no exception. By integrating GPS tracking technology with other digital tools such as electronic logging devices (ELDs) and telematics, fleets can automate tasks, streamline processes and simplify communication between drivers, dispatchers and customers. This digital transformation not only enhances customer service but also increases operational efficiency.

Plan routes and enhance scheduling to service more customers every day

GPS technology empowers fleet managers to plan routes and schedules, enabling them to work with more customers daily while maintaining high service levels. In a 2023 fleet management survey, 44% of fleet managers reported achieving their routing goals using GPS tracking, highlighting its impact on efficient service delivery.1 Meeting customer needs, arriving on time and responding promptly are critical aspects of delivering exceptional customer service.

Meeting customer needs

Different customers have different needs, from arrival time windows to specific routing requirements. GPS technology enables fleets to tailor routes and schedules to accommodate these diverse demands, leading to customer satisfaction and loyalty.

Arriving on time 

Late arrivals can damage customer relationships and tarnish a fleet’s reputation. With GPS tracking software, fleets can choose the most efficient routes, avoid traffic congestion and make real-time adjustments for timely deliveries. This reliability enhances customer trust and satisfaction.

Responding quickly to changing situations

Unexpected events, such as traffic accidents or road closures, can disrupt schedules and cause delays. GPS technology provides near real-time visibility into fleet movements, enabling fleet managers to proactively address these situations and reroute vehicles as needed. Swift responses to unexpected challenges can combat disruptions and customer dissatisfaction.

To find out more about the four key areas of implementing telematics, download the 10 steps for implementing the best GPS fleet tracking system eBook. 

Improve fleet visibility and customer communication

Transparency and effective communication are fundamental to providing exceptional customer service. GPS fleet tracking solutions offer valuable tools for enhancing visibility, communicating accurate arrival times and managing unforeseen situations to avoid a bad customer experience:

More accurate ETAs

GPS fleet tracking solutions provide fleet managers with a more accurate ETA. This information can be relayed to customers promptly, setting clear expectations and mitigating uncertainty. 

Proactive customer communication

When unexpected delays or issues arise, GPS fleet tracking technologies enable fleet managers to proactively contact customers and provide revised ETAs. This level of transparency builds trust and demonstrates a commitment to keeping customers informed, even in challenging situations.

Problem-solving and mitigating negative impacts

Unforeseen challenges, such as traffic jams or vehicle breakdowns, can disrupt service schedules. With GPS tracking data, fleet managers can quickly identify such issues, coordinate solutions and mitigate their impact on customers. This proactive approach to problem-solving is a hallmark of customer service excellence. The 2024 Fleet Technology Trends Report shows that 45% of respondents using GPS tracking technology noted customer service as their top area of improvement for the third year in a row.

Learn more about how GPS tracking can impact fleet customer service

By embracing GPS tracking technology, fleet managers can significantly support their customer service strategies. The integration of GPS solutions empowers fleets to streamline operations, enhance route planning, simplify communication and elevate the customer experience. To further explore how GPS tracking can impact fleet customer service, visit our pages on improving fleet customer experience and GPS fleet tracking software for in-depth insights and resources. Contact us for a demo and discover how you can transform your fleet's customer service performance.

1 https://www.verizonconnect.com/resources/ebook/fleet-technology-trends-report/

Julie White

Julie is an experienced product management professional with a demonstrated history of working in the computer software industry in a variety of customer-facing and technical roles. She is skilled in product management, business analysis, product ownership, enabling sales and customer support management.

Tags: Customer retention rates, Data & Analytics, Field management, Productivity & Efficiency, Service level compliance, Team Management

Related blogs
How a GPS truck tracking system benefits fleets Fleet management software benefits for the entire public works organization Verizon Connect Wins Prestigious Big Intelligence Award for Exceptional Customer Service Innovation

Schedule a demo

Find out how our platform gives you the visibility you need to get more done.

You might also like

View all