81 per cent of fleet operators deal with false customer complaints

Over 80 per cent of businesses operating a vehicle fleet are regularly forced to deal with false or mistaken customer complaints, according to a recent study from TomTom. Of the entire list of complaints faced by fleet operators, 40 per cent of respondents claimed these related to late deliveries or arrivals at jobs. Meanwhile invoice queries (31 per cent) and altogether missed appointments (15 per cent) were additional common gripes. An additional 42 per cent of fleet operators encountered false complaints, such as fake motor insurance claims against their drivers whilst out on the motorways. Subsequently experts have called on technological advancements to be implemented to provide evidence to combat against bogus calls. Giles Margerison, director for UK & Ireland TomTom Business Solutions, said: "Clearly, the efficient handling of customer complaints is a key concern for any business but it is concerning to see such a high proportion of fleet operators are being forced to regularly deal with erroneous disputes. "In such situations the onus of proof often falls on the business and the visibility gained from a fleet management system allows companies to check the validity of these claims and provide customers with the necessary evidence. "Fleet management technology allows firms to prove exactly when their employees arrived and departed a job, automatically generate accurate invoices and better manage workflow and job dispatch. "By monitoring driver behaviour and logging specific driving events, such as speeding or harsh steering and braking, fleet management technology can provide crucial evidence in the case of incidents on the road." Fortunately at IT Fleet Automotive we have developed our very own software solution designed to manage the diverse needs of the modern fleet operator, managing their needs in-house efficiently and effectively. FleetPlus is ideal for tracking and managing costs throughout the entire vehicle lifecycle. To find out more about this unique solution see our storage, refurbishment, transport and offsite estimates pages or simply give our friendly team a call today on 01473 313057.