The move, which follows the launch of the latest version of its mileage management system, will mean that calls to a dedicated help desk number and emails will generate tickets that are passed by help desk co-ordinators to the most suitable and experienced account handlers to deal with that particular query or enquiry.

Fleet clients will have their own dedicated email address to help Vertivia identify certain client emails at key times of the month, such as last day before close. 

This way driver queries are handled in the fastest and most efficient manner possible, with the objective to achieve a speedy a resolution of the issue. Responses based around FAQs also allow requests to be dealt with in as speedy a fashion as possible. 

Each query or request is recorded by driver so that Vertivia can easily track down all previous support requests a driver has made to help identify whether the problem is an ongoing or recurring one. 

The system also produces reports by fleet client to show the most common type of query or issue that has been dealt with and identifies any trends that may be developing across their fleets or with their drivers. 

Common or frequently occurring issues can be identified and resolved more effectively and efficiently, as well as being communicated to both fleet clients and their drivers. 

The performance of the driver support desk can be measured against pre-determined service level agreements per fleet client to gauge any under or over performance and to ensure fleet client objectives are being met. 

‘We are confident that the latest enhancements we have made to our driver help and support function will be of major benefit, not just to company car drivers but to fleet operators in a wider sense, as they will help identify recurring issues of concern that might have been missed otherwise,’ said Vertivia sales director Paul Chater.