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News, trends and experiences within IT and transports from Vehco

Trend 3: Higher expectations of customer service imply requirements for FMS

Transport strategy

Today's digital landscape has given the customer a more important role towards its suppliers. Both the companies and their customers are aware of this increased power and the trend suggests that businesses need to work harder to meet the requirements from their customers. Companies that use a well-adapted FMS in their business can therefore use the system to increase customer satisfaction.

 Through the use of FMS, transportation managers can really impact the customer service experience. There is, among other things, the opportunity to see in real time where the vehicles are located and whether they are available for new assignments. In this way, a dispatcher can quickly see if a transport can be carried out or not. Customers can also directly be informed where their delivery is, which customers today often expect. The office team can also easily forward messages (e.g. e- mail) to any driver.

FMS through the BYOD model has additional opportunities to increase customer satisfaction. The fact that the driver can take advantage of the existing features of the hardware is an important aspect. For example, customers can easily sign executed assignments on a the mobile touch screen (proof of delivery), which both customers and drivers are used to manage. Furthermore, the driver can easily scan goods when loading and unloading, saving time, increasing quality and reducing errors. Additionally, as a driver, you can use the camera of the device to handle damaged goods or report queues when loading/unloading.

 " We have not yet quantified the customer satisfaction, but we have clearly identified our customers' requirements to know where their delivery is through real-time positioning. " - Vehco customer in Sweden

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