Zenith has created a ticketing system to provide data on common fleet issues or complaints in a move it says which create more “transparency” with fleet customers.
The system aggregates information from phone calls or emails to highlight problem areas which might need addressing or to help Zenith better manage its workflow, team size and staff knowledge.
Data includes enquiries about employee leavers, purchasing, orders, fines, MOTs, SMR and cash takers. Zenith will look at its own and the company’s policy and processes for any issues it identifies.
The next step is to expand the data in each area to establish exact themes, for example a purchasing enquiry might be a question about eligibility, prompting a fleet to make its policy clearer.
Zenith calls it a “proactive model” that will help it to better understand the cost model to deliver an improved service to its fleet customers and to structure its business to meet workflows through the month or year.
“It’s about how we plan our resources and address client issues to reduce driver enquiries,” said Zenith chief executive Tim Buchan (pictured). “By advising on policy enhancements, fleets will have happier drivers.
“This system really breaks down what an outsourced relationship is about – it creates transparency.”