Q. What questions should I ask to get an idea of the level of customer service I will receive from my telematics vendor?

A. Customer service is an important aspect of selecting the right telematics vendor. You should feel that you have a partner on the other end of the phone who is working diligently to help solve any issues you may come across during the life of your contract. Below are just a few of the many questions to consider asking any provider you are thinking of doing business with.

What percentage of calls are answered upon the first ring?
How quickly do they respond to other methods of contact such as email and online chats?
If I have an open support case, how often is the status communicated to me?
Do you provide live training at no cost?
Do you offer an extensive library of training materials (guides and videos) that I can access quickly, easily and at my convenience?
Do you offer a warranty for the life of the contract?
What is your support plan throughout the length of the contract?

Answered by : Sherry Calkins

Associate Vice President, Strategic Partners

Sherry Calkins has been involved in the Fleet and Automotive industry for the last 21 years, working both nationally and globally. The first 10 years of her career began as a Fleet Administrator working in both government and corporate fleets, overseeing the entire fleet operations, ranging from acquisition, leasing, remarketing, maintenance facility's, fueling, alternative fuels, safety, and partnering with various vendors. Over the last 11 years, her career has been in SaaS based solutions offering software and data for fleets, OEM's and Tier 1 suppliers. Sherry has been involved in various Fleet committees and advisory boards, offering a range of knowledge and insight, training and speaking at national conferences. Her passion for the fleet industry is endless, along with her desire is to bring her energy, knowledge and experience to the industry and continue advancing corporate fleets worldwide. Sherry is currently an AFLA Board member and is the Vice-Chair for Fuels & Technology Committee with NAFA, and serves on the Board of Directors for GAVDA.

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