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Benefits of combining technology and human interaction underscored in pandemic

Automation and personal communication proved a perfect combination to keep drivers safe and compliant during the pandemic, according to Fleet Service GB’s (FSGB) recent customer partner survey.

Customers said they valued the app’s data and driver contact functions but also appreciated being able to speak to the FSGB team by phone around the clock

When asked about the firm’s ‘Achieve’ driver app, which launched four years ago and has been continually updated since, customers said they valued the app’s real-time data collection as more of their colleagues were working remotely.

But customers also said they valued being able to speak to the FSGB team by phone around the clock to discuss a driving or vehicle related issue. The feedback was that it contributed to drivers feeling less isolated and it contributed positively to their wellbeing.

FSGB also proactively contacted drivers about getting vehicles booked in for servicing and MOTs via the app. This included arranging for garages to open in the first lockdown to carry out urgent servicing and repairs to keep customer vehicles on the road.

The app also proved invaluable for businesses to share important news and updates with drivers during the pandemic. And it enabled companies to record the condition of vehicles, either as they were being mothballed or kept on the roads.

“In our experience we know driver and vehicle well-being is inextricably linked which is why we saw technology and human interaction work in harmony during the pandemic,” added Fleet Service GB’s chairman Geoffrey Bray.

FSGB is also continuing its programme of improvements for the app, supported by its User Group. The latest version of the Driver App will make it easier for drivers to access, check and complete declarations, provide speedier access to company documents and help view and manage their daily to-do list.

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Natalie Middleton

Natalie has worked as a fleet journalist for nearly 20 years, previously as assistant editor on the former Company Car magazine before joining Fleet World in 2006. Prior to this, she worked on a range of B2B titles, including Insurance Age and Insurance Day.