Mileage capture firm Vertivia is upgrading the support and back-up it provides to company car drivers to help identify recurring fleet trends and issues, following the launch of the latest version of its mileage management system.
Vertivia launched version 3.0 recently with a series of enhancements and additional functionality which included greater reporting facilities, enhanced duty of care capabilities and extra vehicle features for drivers.
The company is now set to go live with an enhanced driver support and help desk, aimed at providing company car drivers with continual support, help and advice, while on the move or in the office, as well as identifying common fleet trends or recurring issues.
Calls to a dedicated help desk number and emails will generate tickets which are passed by help desk co-ordinators to the most suitable and experienced account handlers within the business to deal with that particular query or enquiry.
Fleet clients will have their own dedicated email address rather than the more commonplace ‘support@’ to help Vertivia identify certain client emails at key times of the month, such as last day before close.
This way driver queries are handled in the fastest and most efficient manner possible, with the objective to achieve a speedy a resolution of the issue. Responses based around FAQs also allow requests to be dealt with in as speedy a fashion as possible.
Each query or request is recorded by driver so that Vertivia can easily track down all previous support requests a driver has made to help identify whether the problem is an ongoing or recurring one.
The system also produces reports by fleet client to show the most common type of query or issue that has been dealt with and identifies any trends that may be developing across their fleets or with their drivers.
Common or frequently occurring issues can be identified and resolved more effectively and efficiently, as well as being communicated to both fleet clients and their drivers.
The performance of the driver support desk can be measured against pre-determined service level agreements per fleet client to gauge any under or over performance and to ensure fleet client objectives are being met.
Paul Chater, sales director, said: “The latest upgrades to our driver support function are part of a number of planned enhancements under the version 3.0 development and will reinforce the support and back-up we provide to company car drivers.”
“They will also allow the identification of any common issues or fleet trends – potentially vital information that can then be relayed to other fleet decision-makers.
“The system has been developed internally as an enhancement to 3.0 and offers extreme flexibility and the ability for further upgrades at any time,” he added.
The recent launch of Vertivia’s 3.0 system included extra reporting functionality which allowed driver and fleet trends in expenditure, mileage and carbon output to be identified, with increased ease of access on a self-service basis at any time.
The new system also provided enhanced duty of care capabilities. Drivers now verify the condition of their vehicles and confirm that they have been serviced regularly when they submit mileage returns. They must also acknowledge they have not received any penalty points on their driving licence since the last check and that they are in good health.
“We are confident that the latest enhancements we have made to our driver help and support function will be of major benefit, not just to company car drivers but to fleet operators in a wider sense, as they will help identify recurring issues of concern that might have been missed otherwise.”