Stevie Award-winner Fleetio provides an alternative to spreadsheets and outdated fleet software, designed to help automate fleet operations and keep vehicles running smoothly. The company builds simple, collaborative software that helps fleets of all sizes track, analyze and improve operations. With a focus on automating the fleet operations process through telematics devices, maintenance shops and fuel cards, Fleetio’s web and mobile based technology gives access to fleet data in real-time.
Fleetio’s Customer Experience Team serves a worldwide customer base and is always looking to improve, while aiming to reach goals that are beyond the industry standard. The customer is considered first priority and their Customer Experience Team works to ensure customers get the most out of their product. Fleetio’s team has a high sense of ownership of their offerings and they have contributed heavily to the product roadmap, strategy, and customer journey. This has resulted in creating an incredible fleet management tool that keeps customers happy and returning.
During the pandemic, their Customer Experience team has rallied to customers' side and created unique strategies on a case-by-case basis. The Fleetio Customer Experience Team understands the importance of continually learning and growing to improve oneself under difficult circumstances. While other SaaS companies operate with large Customer Experience Teams, Fleetio believes in quality over quantity. The team historically runs very lean, with 4 main specialists for 3,000 accounts, equating to 35,000+ users. Even with a smaller team, they consistently hit service goals and continue to receive positive reviews across various platforms.
To provide customers with another outlet for problem solving, they offer an online Help Center, which includes over 360 in-depth articles that can all be found with a quick search. For those that prefer to speak to a Support Specialist, or need additional assistance, the Customer Experience Team consistently surpasses goals, with response times under the 30-minute industry average.
Since winning the Silver Stevie Award for Customer Service Department of the Year - Computer Software, Fleetio has continued to provide excellent customer service to their clients. The Customer Support Team has successfully transitioned over to Salesforce Service Cloud, hired and trained a new team of 6 new Support Specialists, and maintained an extremely low missed call percent average. Fleetio’s customer service team continues to receive constant praise, in contrast to many other fleet management providers.
Fleetio won the Silver Stevie Award for Customer Service Department of the Year - Computer Software in the 2022 Stevie® Awards for Sales and Customer Service.
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