What the Future Looks Like for Businesses Running Fleet

Operations

What are we going to Cover

• We are going to take a look back 11 years or so. I will show you an application from the 2002 Olympics and how we addressed the problems then.

• We will briefly look a couple of examples of a fleet management dashboard.

• I will then show you some statistics • Then what one company is doing to

address the challenges of today’s fleet managers

Introduction Today’s consumer has a higher

expectation of customer service than ever before. The quality of this

service is what distinguishes a successful business from a business

that is struggling in what has become a very competitive

marketplace

What were the challenges the 2002 Winter Olympics faced

• 9/11 was just a few months before the Olympics

• Security – how to manage such a large area.

• Communication

2002

2002 Olympics

2002 Olympics

2002 Olympics

2002 Olympics

2002 Olympics

Dispatch / Manager Desktop Today

In 2012 Trimble Navigation commissioned Proteus Research to conduct an independent study

of managers and directors operating large, field-based

workforces in the US. The study identified some key

areas that exemplify how organizations are adapting to the

new service imperatives.

Poor customer service can result in

churn and lost revenue. Good customer service increases customer satisfaction and

retention, resulting in higher profits.

Customer satisfaction is ranked as the number one priority.

90% say that increasing workforce productivity is a prime

objective. 76% say they plan to update

their scheduling and dispatch solutions.

90% see worker safety as a higher priority than five years

ago.

81% says their field service teams will grow in the next five years.

96% regard the field-based workforce to be the company face.

86% say the customer is more demanding than five years ago.

58% believe that green initiatives are crucial to their business plans.

77% said senior management is fully committed to improving field

operations.

This trend is heightened by a growing “review culture” — consumers who are sharing their

experiences with companies — both good and bad — via social networks and online rating systems

and placing company image and reputation into the increasingly powerful hands of

consumers..

The Strategic Importance of Customer Satisfaction

The Study found that organizations are

increasingly aware that field service operations can drive customer

satisfaction, reputation and competitive advantage

Achieving Service Excellence

The findings indicate that they are investing in a number of initiatives to achieve

excellence, including technology upgrades; customer feedback programs; safe driving initiatives

and social media monitoring.

The Role of Technology in Delivering Service Excellence

The

Study also suggests that integrating incompatible legacy

systems is preventing many organizations from

realizing the full potential of technology to increase

workforce efficiency, a crucial factor in achieving

service excellence.

Managing the Mobile Workforce

One of the obstacles managers and directors of field based

operations face is finding the right staff, with

the right skills. This obstacle can be overshadowed by

others, including increasing fuel prices, an uncertain

economy, competitor activity and restrictive legislation,

when it comes to meeting field service objectives.

Mitigating Risk

All organizations placed a high priority on managing risk,

with a significant minority (42%) realizing the

benefits of telematics systems in terms of reduced collisions, lower insurance

costs and more efficient fuel consumption.

25% Reduction in fuel consumption.

22% Reduction in idle times. 31% Reduction in daily mileage.

Companies who use Fleet Management tools

receive far-reaching benefits:

65.9%

According to the Energy Information

Administration, fuel prices have increased

in the past eight years, .

Optimize routing

Slow down

Maintain vehicles

Real Time and Historical Data Flow GPS Cadence: Lat.; Long.; Speed; Heading; Altitude

Status Messages – Time & Location Stamp

Lights & Siren On/Off Broom Up/Down

PTO On/Off

Plow Up/Down Spreader On/Off

•Avg. Material Rates* •Total Material Used* •Avg. Liquid-Pre Wet •Total Liquid-Pre Wet •Road Temperature* •Air Temperature* *dependant on spreader controller

Driver Behavior When your drivers are on the road,

it's difficult to know how they are driving. They may be ignoring traffic laws or discourteous to other drivers. Their vehicles may require more maintenance or repair work due to harsh brake use or excessive turn speeds. You may even have unusually high accident rates.

Driver Safety Benefits

Lower accidents and liability by improving driver safety

Improve public image by promoting a safe and courteous driver culture

Increase fuel savings with fewer speeding incidents and fast acceleration starts

Improve productivity with less vehicle down time and fewer driver injuries

Reduce operational costs by lowering fuel use and repair bills

Improve driver compliance using instant, in-vehicle feedback

IF YOU CAN MEASURE IT, YOU CAN MANAGE IT

Data for coaching drivers

Improve your overall productivity

Provides dispatchers and managers visibility into work schedules and

mobile worker activities.

Disprove invalid claims and reduce payout costs

Review

• 2002 Olympics • Dashboards • The “study” • Addressing the challenges

Summary

For any organization with field service technicians, scheduling their work, tracking their progress throughout the day and

meeting service commitments is an ongoing challenge. Are you assigning the best technician for each job?

Which jobs will be affected if changes happen during the day? Is anything stopping us from performing more jobs per day?

Which jobs take the longest to complete? Getting information about your field service team’s

performance can be complicated. You can end up with incomplete and inaccurate information leaving you unable to

truly identify where the opportunities and challenges lie within your mobile workforce.

Good Fleet Management, using today’s technology, can solve problems and create opportunities for today and tomorrow.