Trucking Technologies Also Help Fleet Managers Eliminate Customer Complaints
August 12, 2021 | Business | No Comments
Managing a fleet of carriers entails more than just dealing with daily logistics challenges; it’s also about making sure customers have no reason to complain. A trucking company software helps fleet managers handle basic concerns in order to avoid delays and ensure the quality of freight being transported. Yet it’s also worthwhile to note that recently, the Federal Motor Carrier Safety Administration (FMCSA) is poised to update regulations in order to protect not only individual shippers but also operators of freight transport services.
BBB Reported Considerable Number of Complaints Vs. Carriers of Household Goods
Apparently, the need to update carrier regulations came to light after the Better Business Bureau (BBB) reported that last year, an average of 13,000 complaints and negative feedback were filed against carriers or movers of household goods. The BBB added that as many as 1,335 providers of moving services garnered an ‘F’ rating. Mainly because they did not take action to resolve or even respond to complaints filed by customers against them.
Further investigations revealed that many of them are rogue companies who held the goods hostage in exchange for additional charges, while some actually did not deliver the household goods at all.
Key Elements of the FMCSA’s Proposed Carrier
The FMCSA conducted its own investigations and studies, and thereafter came up with proposed updates on carrier regulations. Some of the proposed rules were recommended as solutions by the Household Goods Consumer Protection Working Group of the Department of Transportation.
Generally, the updates amed to better educate customers and simplify, as well as reduce the paperwork being required from more than 5,000 interstate household goods carriers.
The key elements include:
1. Transporters of household goods will have to conduct virtual surveys of the goods that will be transported beyond @ 50 mile-radius.
2. In addition, transporters of other types of goods and their customers can also opt to use live video surveys as an alternative to requiring a representative to perform an in-person survey.
3. To reduce, as well as to streamline documentation processes, freight bill will be replaced by invoices containing all pertinent financial information, clarifying and breaking down the details of the outstanding balance that a customer has to pay.
4. Providers of transport and moving services will be required to provide their customer with a “Rights and Responsibilities” handbook prior to contract signing.
How Technology Helps Fleet Managers of Trucking Companies Avoid Customer Complaints
In handling day-to-day operations, fleet managers have to deal with complex routes, driver shortages, poor driving behaviors and/or practices, and unpredictable weather, which is just to mention a few. Some customers on the other hand, raise complaints about delays, dispute charges or make claims for loss or damages.
Trucking companies take such complaints seriously and it’s fortunate that there are now tools and technologies that help reduce if not eliminate such issues.
The most popular technology being utilized by fleet managers is a trucking company software with route optimization capabilities. This tool not only reduces the distance covered by each carrier when transporting or moving freight, but also reduces fuel consumption.
A trucking company software that includes tools for monitoring truck maintenance is a critical solution against vehicle breakdowns that tend to cause delays. As aid in managing vehicle deployment, the tool ensures that all transport equipment have received the repairs and preventive maintenance they need before they are deployed, especially for long distance travels.
Integrating truck electronic logging devices and telematics systems enables fleet managers to monitor drivers with unsafe driving practices and behaviors. This tool can also be used in monitoring and providing virtual surveys to show at any given time, the conditions of the goods being transported.