WEB-BASED TECHNOLOGY CLOSING THE GAP BETWEEN COMPANIES AND CLIENTS

With the provision and collation of web-based vehicle and driver data becoming the norm in the fleet sector, contract hire, fleet management and other service providers are closing in on far more sophisticated techniques to engage with customers and their drivers.

This is the opinion of Scott Elliott at Experteye, who believes the fleet sector is not far off the point whereby the service companies know not only their ‘customers’ but also the drivers so intimately they will be able to provide highly pro-active, tailored solutions to them using more automated processes.

“Companies using web-based technology, such as our Touchpoint system, are now gathering such detailed and accurate client and driver data that their ability to provide real-time bespoke solutions is dramatically improving,” said Scott.

“If you look at the model used by the Supermarkets, they’ve been tracking our buying behaviours as consumers, both online and through in-store loyalty cards, for many years now. Consequently they've built extensive profiles of us enabling them to target products and services with pinpoint accuracy – knowing in advance whether we need, or are likely to purchase, them.

“Whilst the B2B service model is different, similar principles will apply in fleet once web-based feedback systems, vehicle data, telematics and areas such as licence checks all synchronise.

“Currently, many companies are still reliant on a great deal of human intervention and manpower to organise areas such as vehicle renewals and ordering, reminders regarding risk assessments, notifications to drivers of the need to get their vehicle serviced and the organising of added value services such as driver training.

“However, more intuitive systems utilising detailed driver profiles will result in many of these areas being triggered automatically, freeing up even greater staff time for higher level account management and pro-activity.”