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Direct access to dedicated client teams essential, says Venson

Fleet firms using automated customer service lines are wasting time and money for fleet managers and drivers.

Simon Staton of Venson Automotive Solutions

Long phone queues to reach fleet management firms can result from suppliers becoming too big, says Venson’s Simon Staton

So says Venson Automotive Solutions as it reveals that over half (57%) of people phoning an automated customer service line wait on average for between 10 to 15 minutes before the call is answered.

According to a new survey by the company, nearly 10% of respondents said they spend over 25 minutes in an automated queuing system.

Venson is also urging fleets to consider when they last spoke to their account manager at their fleet management supplier, adding if it’s now within the last six months, it could be time to call into question the supplier and look around for an alternative provider with a more hands-on approach.

Simon Staton, client management director for Venson Automotive Solutions, said: “A smaller fleet management provider can often remove needless delays from automated systems, as they are better placed to provide fast, direct access to managers and senior staff. By choosing an independent provider, businesses can also be sure that the service is driven by their needs, rather than the demands of a manufacturer or finance house.

“Of course, technology, such as dashboards, Apps and portals all play a vital role in effective fleet management, however, accountability is vital in a successful fleet management relationship. Venson believes that customers should expect management support that will take ownership of issues from the outset through to resolution, which includes regular contact for the fleet manager and the drivers, with their account manager.

“We provide direct access to dedicated client teams, ensuring our clients have the support they want, when they need it most.”

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Natalie Middleton

Natalie has worked as a fleet journalist for 16 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. As Business Editor, Natalie ensures the group websites and newsletters are updated with the latest news.