Personal fuel cards service
The reason for using fuel cards in the first place is to cut costs and save time. This is why you look for the ease of refuelling given by a pump locator app, the significant time savings offered by eliminating paperwork and administration and the efficiency boost of having 24/7 access to customised management reports.
Taken together, these save countless hours for drivers, office staff and fleet managers, who can all use the time for more productive tasks.
Equally countless hours are wasted, however, by the industry-standard attitude to customer service. A number of fuel card companies take the view that its customers need no more personal interaction than they would receive from a bank. If a fleet manager has a request or a query, they are expected to ring a central ‘customer services’ number and join the queue for the call centre. Eventually, they will be connected with a random operator who knows nothing about their business, their fleet or their needs.
The alternative is to allocate each customer their own dedicated account manager who soon comes to understand their business and requirements. According to The FuelCard People, it not only means fast, reliable answers, it enables proactivity in alerting the customer to useful information, without waiting to be asked.
