Today, we’re living in a world where next-day deliveries are setting a new standard for B2C customers. So much so that delivery delays or issues often result in a bad review of the company being left online for other potential customers to see.
It’s not just the B2C market that is facing increasing demands for quick service and accurate delivery ETAs. B2B customers also want their goods delivered on time and without incident. Unfortunately, for many transportation and logistics companies, this is easier said than done. With staff and supply shortages affecting almost every industry, it’s becoming more challenging to keep to schedules and set accurate ETAs.
The good news is that there is a way to increase customer satisfaction and retention by incorporating fleet management technology into your operations. Fleet management technology uses tracking devices equipped with GPS and IoT sensors to provide a seamless channel of communication, not only between a company and its drivers but also between a company and its customers. Through cloud connectivity, IoT sensors, and predictive analytics, fleet management technology makes it possible to better manage customer expectations and mitigate frustration.
Many fleet tracking technologies use a cloud-based platform to connect the IoT devices that are installed in vehicles to a centralized management portal. With data being continuously transferred from the devices to the cloud to the portal, fleet managers can easily check the real-time status of a delivery and keep the customer informed of any changes to the ETA.
Imagine not only knowing where your fleet vehicles are at all times but also if they are being properly utilized. Fleet tracking technologies can often monitor the volume and position of trailer cargo using IoT cargo sensors, so you will always know if your trailers are driving full, partially full, or empty. With this information, you can better plan routes and stops, and even accommodate additional pick-ups. Engine data will also tell you if a truck has been idling for a long time, which can prompt you to see if there is a hold-up at a pickup or drop-off location that might affect a customer.
With supply chain issues affecting orders for new trucks well into 2023, it’s more important than ever for businesses to keep their existing fleet vehicles working optimally. Many fleet tracking technologies incorporate predictive analytics to help businesses be more proactive when it comes to maintenance checks and responding to potential issues. This includes monitoring engine run times, idling duration, fuel usage, and more. With this data, you can more easily identify driving behaviours that can lead to unnecessary wear and tear and have a vehicle inspected before a breakdown occurs.
In many cases, customer frustration is the result of not them not being aware of what’s happening on the road or to their shipment. When you incorporate fleet tracking technology into your operations, you can monitor the location, utilization, and condition of your fleet vehicles in real-time. This helps you stay one step ahead and keep your customers informed at every point in the delivery – from pick up to drop-off and in between. While you can’t always prevent delays and issues from happening, it is possible to better manage expectations and improve customer satisfaction and retention.