Allstar fuel card customers are becoming increasingly frustrated with accessing online information and contacting call centre staff.
Fleet managers have reported having to wait more than 30 minutes to have calls answered, while not being able to access information via the company’s website.
FleetCor Technologies bought the Allstar fuel card business from BNP Paribas at the end of 2011. Jakes de Kock, marketing manager at Allstar, said: “As part of the acquisition agreement, we have had to migrate all Allstar customers from the Arval BNP Paribas legacy system, to the FleetCor propriety processing platform, by the end of this month.
“We have been migrating customers on to the FleetCor platform since the last week in December. This has proven to be a very complicated process as we have had to extract the Allstar customers from a technical environment embedded for 20-plus years.
“The new system will give us the flexibility to now rapidly enhance our services to customers, including improved reporting, enhanced security via chip and pin, improved online account management and more accurate business versus private fuel monitoring during 2013.”
However, de Kock admitted that the traffic to its call centre has increased significantly as customers get to grip with the new online accounting system.
“Resolving the inevitable teething problems associated with such a large customer migration is the top priority for the company and we have added additional resource within our customer call centre to cope with the additional traffic” he said.
“Normal service to customers will resume as soon as possible.”
See the next edition of Fleet News, out on February 7, for a full update on the Allstar situation and the company’s plans for the future.