Strategic outsourcing company Mitie has upskilled its fleet team so they each have their own specialist area and can therefore deliver a better service to drivers.
The change from a ‘generalist’ approach to a ‘specialist’ one means that when a driver calls the central fleet team number they can select the best option for their query and speak to the ‘expert’ in the team. For example, if their query relates to fuel cards they will be put through to the person who manages the fuel card provider.
This centralised approach has been taken as part of wider changes to the way the fleet is run, with the number of fleet suppliers reducing from 53 to seven, and the fleet team reducing from 18 to seven.
Daily rental bookings are also now made by calling the central fleet team number, helping to ensure that a vehicle is only booked when necessary and that the right vehicle is chosen. Previously, different businesses within Mitie were able to book daily rental vehicles without questions being asked.
In one instance, head of fleet Simon Gray (pictured) discovered a driver had been upgraded to a BMW 640 as his rental car because that was the only car available within the two hour timeframe that Mitie sets its rental provider.
This was a situation which Gray could “kind of understand” but he felt there was “too much risk”, he told delegates at the Fleet200 Executive Club.
Now if a business wants a hire car for more than seven days they have to prove why and if they want a hire car for a new starter the hire request must come with a new vehicle order.
Gray has also streamlined telematics reporting so that the reports go to the most appropriate manager and can be acted upon.
> To receive a copy of Gray's presentation email Jeremy Bennett.