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Does your organization have a fleet of vans or trucks? Are these vehicles connected? Is it a challenge to track idling, fuel usage, and driving behavior?

Fleet management is a topic that is driving interest from many organizations as service leaders explore every avenue to drive efficiencies within the service operation. In Aberdeen’s Smarter Machines Lead to Smarter Service: Remote Intelligence Signals Profitable Resolution report (August 2013), 17% of sampled organizations indicated that they remotely monitor or track service vehicles using sensors, tags, or other M2M (machine-to-machine) technology. The number of connected resources continues to rise with the advent of newer technology capabilities, however the challenge is what to do with all of this new insight. Top performing organizations are moving beyond tracking assets and vehicles to leverage this increased intelligence to make decisions to improve service, operational efficiency, and the customer relationship with the organization. Historically, fleet management has been viewed as a function which can help drive down costs and drive efficiencies, but I would like to explore the link between the vehicle and field service resolution. Without a truck or a van, can firms actually get a technician out to a customer site?

My current survey on Fleet Management Trends will explore the best practices in regard to managing a fleet of vehicles to deliver service and support for customers. This project will not only highlight the cost savings from improved fleet management, but also show how top performing organizations see results in customer satisfaction, issue resolution, and revenue generation. I will also further explore topics tied to sustainability which will accompany a report I published in May (Sustainability Initiatives in Service: Find the Green).

I look forward to hearing how your organization manages its fleet of vehicles. Please take some time to participate in my latest study on fleet management.

Aly Pinder Jr
Senior Research Analyst
Service Management
aly.pinder@aberdeen.com or @pinderjr

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