GPS fleet tracking services are becoming a standard tool for many fleets, especially those used by small- and medium-sized service businesses, such as electricians, plumbers, and heating, ventilation, and air conditioner service firms. They’re sometimes called telemetrics, and are usually provided as software as a service. This means a third-party makes a software program available to you over the internet, provisions and maintains it, and helps you when you need.
Yes, It’s All About Service
But there’s a key to Software as a Service, and some people forget that. It’s not just about the software, it’s about the services you get with it.
When you purchase GPS fleet tracking services, you’re not just buying a piece of software with a warranty — you’re buying the company’s services that — at a minimum — should include reliable uptime, an easy-to-use interface, storage of your data, assistance in installing devices, and a support service if you have any issues when using the system.
The post-sales service — both with the software provided and the technical and user support — determines the amount of value you get from your GPS fleet tracking service. When you work with the right company, you’ll benefit from all the operational efficiencies and cost savings that GPS fleet tracking services provide.
What to Look for in a Provider of GPS Fleet Tracking Services
Companies committed to a high level of service typically include those that have:
- A high level of service throughout their operation — they always answer the phone. The call doesn’t go to voice mail, with a subsequent poorer response time and response rate. And they answer service calls with the same speed as they do sales calls.
- A strong balance sheet, so they can ride out any temporary business ups and downs, and keep a constant and committed support staff available.
- Been around for a while. If they’ve been around a decade or more, they must be doing a great job of keeping customers and keeping them satisfied.
And, it’s not too difficult to find this information. Do a Google search for reviews of the company. Give the companies a call and ask some questions. Ask about their incidence response time and what hours their support staff is available. Look at the “About Us” page on their website to see how long they’ve been in business.
GPS Fleet Tracking Services Are Tools; They Should Work
Ultimately, GPS fleet tracking services are tools you can use to enhance the efficiency of your fleet’s operations. But a tool is only as effective as the people who use it and the infrastructure that supports it.
If the users of your tracking system can’t access customer support to help them navigate the online platform or answer their questions, the tool can’t be used and is just costing you money. If they have to wait excessive amounts of time to have hardware and wiring issues resolved, then the overall efficiency of the system is seriously compromised and the tool isn’t effective.
No matter what business you use your fleet for, your suppliers and partners play a role in how your products and services are perceived. If your drivers aren’t getting the optimized routes they need, or the GPS seems to have forgotten a street, the tool isn’t doing what it needs.
A top-notch provider of GPS fleet tracking services knows this and will ensure the stuff on its end works as it should. After all, they need your business and can’t afford mess ups, at least not if they want to stay in business.
Vice President and General Manager, Telematics