Service - Impac - March22

Impac’s Customer Service: How to Run an Efficient Customer Service Department

00Articles, Company NewsTags: , , , , , ,

Customer service is the simplest form of risk management. However, running an efficient customer service department becomes difficult without the right tools and vision. Done right, a customer service department benefits the company by keeping customers satisfied, collecting valuable data and encouraging repeat business.

Why an Efficient Customer Service Department Matters

According to data collected by BusinessWire, 54% of U.S. adults said quality customer service would encourage customers to spend more. In saturated markets, customers are looking for more than a quality product or service. Providing a memorable and positive experience helps exceed expectations and win over competition.

Determine the Purpose

First, a company should create structure by determining the role of the the department. Once the role is identified, management can implement structure. By knowing the purpose of a company’s service department, management can implement strategies that set the company up for success.

Get the Right Tools

Access to technology makes it easier for departments to respond to customers. There are a variety of ways for customers to seek help. Impac customers can reach support by filling out the contact form on the website or calling the support line. Other methods of communication for assistance include email, online chat systems and social media. Management should choose methods to best fit the structure of the company’s service department. Once the tools are implemented, management should designate employees to monitor those systems for increased efficiency and shorter response times. 

Analyze and Adapt

Another way to increase efficiency is to analyze feedback. Impac helps its customers by offering account and risk management. Representatives monitor transactions on a company’s fuel cards and notifies management about unauthorized purchases. Impac’s customer service representatives are equipped to train and inform automotive fleet companies about fuel card implementation. As Impac representatives update fleets in real-time, companies can handle issues in a timely manner. 

In the next article of our series, “Impac’s Customer Service: Tracking Relationships”, you can discover how Impac tracks and maintains relationships with customer service.

How Limits - Impac - March14

Mitigating Fleet Risk: How to Set Fuel Card Limits

00Articles, Company NewsTags: , , , , , ,

Setting fuel card limits can increase business productivity and help mitigate fleet risk. The automotive fleet industry benefits from implementing company regulations on driver purchases. Below are steps to choosing and setting up fuel card limits to best fit a company’s needs.

Determine How to Assign the Fuel Cards

A company can either assign the fleet card to an individual driver or to a vehicle. If employees drive different vehicles each day or a company has high turnover rates, it might be best to assign fuel cards to a vehicle. To do this effectively, the company should assign each employee a unique pin number usable on every company card. This identifies what driver fueled the vehicle registered to the card.

If an employee drives the same vehicle daily, it is best to assign the fuel card to the driver. Assigning the fuel card to a driver allows management to easily monitor spending habits of employees.

Setting Up Fuel Card Controls

Making sure a fuel card has limits set in place keeps drivers from making unnecessary purchases and expenditures. A company can enforce limits to restrict suspicious activity but still allow drivers to travel efficiently.

First, ensure the fuel card is only able to purchase fuel. This keeps employees from purchasing convenience store items with company money. 

Other basic fueling controls include gallon or dollar limits per transaction, time of day or day of week, limits number of transactions per day and fuel type. Controls should reflect the needs of a company, giving management to impose stricter or relaxed limits based on employee spending habits.

It is important to note the controls are tied to the driver, regardless of if the card is attached to the driver or vehicle. Management is responsible for enrolling all drivers in the program with correct controls to mitigate risk.  

Get Access to Purchase Information

How is the Fleet Industry Changing in the New Year?-Impac

Purchase alerts allow a company to stay updated with a driver’s spending. These alerts send notifications if a driver attempts to make an unauthorized purchase. For example, if a driver tries to purchase more gallons than assigned, Impac’s customer service team notifies management with text and email alerts.

Being able to monitor all purchases online is also crucial. This allows a company to check spending in real time, taking action to increase productivity and cut unnecessary costs. 

The Bottom Line

Fuels cards are an easy and effective way to mitigate risks associated with money. At Impac, our comprehensive fuel card program offers customizable limits for fleet companies and notifies managers of unauthorized behavior. Impac’s customer service team helps determine ideal limits of individual companies and customizes restrictions based on need. 

In the next article of our series, “How to Run an Efficient Customer Service Department”, you can discover how to implement strategies within the customer service department to increase efficiency. 

Limits - Impac - March8

Mitigating Fleet Risk: What Fuel Card Limits Are Available?

00Articles, Company NewsTags: , , , , ,

Fuel cards incorporate security features designed to protect fleet companies against unauthorized activity: purchase controls or limits. 

Mitigating Fleet Risk: What Fuel Card Limits Are Available? - Impac

Once a fleet company has determined if the implementation of fuel card limits would be beneficial to their business, they are able to choose the limits that best suit their daily operations.

Setting limits that are satisfactory for the drivers and vehicles that make up a fleet can be a challenging task; if controls are too restrictive, drivers may face delays with lost time and company money as a result. However, if they are too relaxed, vulnerability to internal suspicious activity increases.

Most fuel card programs have various helpful limits available: gallons or dollars allowed per transaction or day, number of transactions per day, authorized fueling times and days, fueling location, fuel only or fuel and maintenance usage, and driver PIN numbers. 

Some cards can restrict the fuel or product type that cards can purchase. Product type limits have the ability to prevent unauthorized behavior, as well as to prevent drivers from inadvertently filling the tank with the wrong type of fuel–reducing the risk of maintenance issues down the road. 

While utilizing a fuel card can bring significant savings to a fleet company effortlessly, those companies who implemented the limit of restricting the number of gallons or dollars allowed per transaction per day saw an annual savings of at least 6 percent.

When fleet owners begin applying these limits to their cards, they must consider the nature of their business. If all drivers and vehicles have similar needs, one card limit template is acceptable to use for all cards. However, customization by driver or vehicle may be key to defeating unauthorized usage. 

Mitigating Fleet Risk: What Fuel Card Limits Are Available? - Impac

At Impac, our comprehensive fuel card program offers customizable limits for fleet companies, including time of day, day of week, purchase amount and fuel type. 

In addition, our attentive customer service team notifies fleet managers of unauthorized behavior with real-time text and email alerts, as well as detailed account management. 

Whether a business prefers more restrictive or relaxed limits, the purchase limits that are established on fuel cards should fit the unique needs of the fleet. Although there are a number of diverse limits on the market, fleet companies must know how to choose their ideal limits. 

In the next article of our series, “How to Set Fuel Card Limits”, you can learn how to effectively choose and implement fuel cards limits that can increase business productivity and help mitigate fleet risk. 

Mitigating Fleet Risk: Why Set Fuel Card Limits? - Impac

Mitigating Fleet Risk: Why Set Fuel Card Limits?

00Articles, Company NewsTags: , , , , , ,

According to data recorded by Automotive Fleet, unauthorized purchasing is the third most challenging issue faced within the fleet industry, after maintenance and raw fuel costs.

In strong efforts to minimize unauthorized personal and fuel spend, many fleet card companies offer purchase controls, or limits, that allow fleet managers to restrict location, time of day and other specifications for card use.

Some cards can restrict the fuel or product type that cards can purchase. Product type limits have the ability to prevent unauthorized behavior, as well as to prevent drivers from inadvertently filling the tank with the wrong type of fuel–reducing the risk of maintenance issues down the road.

Consequently, 71 percent of fleets allow personal use of both vehicles and fuel cards at all times.

Although limits are optional features on fuel cards, fleet managers are advised to implement them. Limits become necessary tools to run a successful fleet business, as unauthorized spend is a recurring issue throughout the industry.

95 percent of fleet managers believe their drivers are involved in suspicious activity, while only 18 percent are reported or caught. Therefore, unauthorized personal and fuel spending are underreported in the industry but persist to continue, causing an average loss of $130 a month per company.

However, fleet managers who have set limits on their fuel cards claim it has helped reduce overall fuel spend by as low as 5 percent, providing significant end-of-year savings.

It is important to keep in mind that setting the strictest limits can have an adverse effect on reducing company fuel card abuse. While they might be helpful in stopping personal spending, overly strict limits can deter drivers and slow business production down.

In these cases, relaxed limits are still acceptable, as email alerts can be set to help alert and detect suspicious behavior.

Mitigating Fleet Risk: Why Set Fuel Card Limits? - Impac

When it comes to setting limits on fuel cards and the benefits they may coherently present, Impac offers a customer service experience that is aimed to educate and inform.

At Impac, our fleet card program offers the most comprehensive tracking and reporting system in the industry today. Our flexible point of sale prompting, card level exception reporting and purchase control parameters allow fleet managers to manage their fuel programs with ease, within an industry that silently demands enhanced security.

As fleets in the industry require varying demands, based on sector, size and other factors, managers must recognize which limits are right for their business. In the next article of our series, “What Fuel Card Limits Are Available?”, you can learn what fuel cards limits and controls are available for implementation to help mitigate fleet risk.

5 Ways to Minimize Distracted Driving - Impac

5 Ways to Minimize Distracted Driving

00Articles, Company NewsTags: , , , , , , ,

According to the National Highway Traffic Safety Administration (NHTSA), approximately nine people die each day as a result of distracted driving.

5 Ways to Minimize Distracted Driving - Impac

As safety is an ongoing effort within the fleet industry for both large trucks and small, it is important for fleet managers to have their drivers practice safe driving.

Here are five ways to help fleet drivers eliminate unnecessary driver distractions:

1. Don’t Multi-Task. When on the road, many drivers can be tempted to do other things and multi-task. However, drivers should only be focused on the road to avoid an accident.

2. Don’t Eat. Eating or drinking while driving can be a huge distraction. Therefore, drivers should eat before or after their trips on the road. If necessary, they can pull to the side of the road to eat in a safe place.

3. No Phones. If a driver must make a phone call, they should pull over to make the call. Although hand-free talking is available within many vehicles, it can still result in an accident. In addition, drivers should never text. To accomplish this, keep all electronics out of reach.

4. Get Organized. Driving with unnecessary clutter all over a vehicle can result in distracted driving. Drivers should organize all paperwork, baggage and gear prior to heading out on the road.  

5. Adjust Before. To avoid distracted driving, drivers should set GPS systems, climate control, mirrors and seats before getting on the road.

5 Ways to Minimize Distracted Driving - Impac

With safety in mind, Impac offers reliable fleet fuel card programs and innovative GPS tracking and reporting systems. With access to specialized telematics data provided by these technologies, driver behavior can be properly reported, monitored and handled accordingly.

To take a step towards reduced distracted driving within your fleet, contact Impac.

The Effects of Late Implementation of Fleet Fuel Cards - Impac

The Effects of Late Implementation of Fleet Fuel Cards

10Articles, Company NewsTags: , , ,

It is no secret that fleet fuel cards have transformed the fleet industry in many ways. However, to this day, a number of fleet companies fail to implement the technology that is available on the market–like fleet fuel cards and others. 

The Effects of Late Implementation of Fleet Fuel Cards - Impac

Fleet owners do not realize the negative effects that late implementation of fleet fuel cards can have on their business.

If a company is late to the connected-vehicle game, here are three downfalls of late adoption that may persuade a switch:

#1: Wasted Fuel. Fleet companies constantly strive to lower overall fuel costs within their operation. Whether a manager has tried economically-powered vehicles, optimized routes and a strict drier policy, an electronic record is key to accurately track and determine fuel spending. 

Fleet fuel cards provide detailed reports, analyses and real-time alerts when unauthorized behavior may be a possibility. 

#2: Insurance Claims and Rates. When fleet drivers are involved in an accident due to a behavior such as distracted driving, there may be a long-term cost. 

With fleet fuel cards, fleet managers can carefully monitor driver behavior–including speeding and rapid acceleration. This data provided by the cards can help fleet managers reduce the risk of future accidents. 

#3: Maintenance Lag. Proper maintenance is an important component of achieving productive fleet management. With that being said, poorly maintained fleet trucks can drain fleet budgets.

The Effects of Late Implementation of Fleet Fuel Cards - Impac

Fleet fuel cards can help keep all trucks up-to-date through a strict maintenance schedule and alerting fleet managers when diagnostic trouble arise. These cards can also produce comprehensive analyses to eliminate overuse.

Impac offers a fleet fuel card program that are tailored to the unique accounting needs of each fleet company within the industry.

At Impac, our flexible point of sale prompting, card level exception reporting, purchase control parameters and innovative reporting products allow fleet managers to manage their fuel programs with ease.

Contact us today to get started.

Safety Programs for a Better Fleet - Impac

Safety Programs for a Better Fleet

00Articles, Company NewsTags: , , , , ,

Establishing an effective safety program is key to ensuring the protection of all drivers, vehicles and assets within a fleet company.

Because safety is an ongoing effort in the fleet industry, there is always a reason to improve company safety programs to reduce driver accidents while increasing overall fleet productivity and efficiency. 

Safety Programs for a Better Fleet - Impac Fleet

Solidify the Policy

For every safety program, there is a well-established policy put into place that lays the groundwork for enhanced fleet management. Fleet owners must create a clear policy as to what is expected behavior from their fleet drivers. With that being said, manager-to-employee communication is of upmost importance when attempting to improve safety programs. 

Stay Active

When it comes to safety programs, it is important for fleet drivers to consistently review and analyze all company policies and documents pertaining to safety. Fleet policies should never remain static. The fleet policy in place needs to stay up-to-date to address new safety challenges as the years move forward. 

Using Technology 

Safety Programs for a Better Fleet - Impac Fleet

Today, fleet safety programs have been transformed through innovative technology. Technologies can be used to review driver performance, such as fleet fuel cards and GPS tracking and reporting systems. When fleet owners use telematics data to monitor their drivers and provide feedback, improved safety programs become a dual effort.

Unfortunately, accidents will happen in the industry. However, a company can reduce their number of preventable accidents to reduce their largest exposure. 

Impac offers a fleet fuel card program, and GPS tracking and reporting system aimed to all-around improve the safety programs of fleet companies, small or large. 

If you’re looking to take your fleet to the next level of safety, contact Impac today. 

Telematics Solutions: When is it Time to Make the Switch?

Telematics Solutions: When is it Time to Make the Switch?

00Articles, Company NewsTags: , , , , , ,

All fleet industry professionals know that telematics defines the future of all forms of transportation, including their fleets.  

Telematics Solutions: When is it Time to Make the Switch?

If a fleet company has not yet implemented telematics into their daily operations and their current fleet management system isn’t positivity transforming business, they may want to reconsider. 

Here are a few signs that it may be time to switch to telematics solutions:

#1 Lack of integration. To optimize an operation’s integration efforts to be both efficient and competitive, there needs to be a cohesive element of all aspects of daily operations. The right telematics system will integrate seamlessly with existing fleet software and other productive solutions–allowing a business to achieve growth and success.

#2 Limited scalability. If a fleet business is not noticing continuous business growth, it may be time to implement a new data system. This solution will help address current business problems while promoting growth within the industry. To remain competitive in today’s market, fleets of every size can benefit from utilizing the features and options that telematics has to offer. 

Telematics Solutions: When is it Time to Make the Switch?

Choosing a new, innovative fleet solution may be the next step towards success as a digitally involved and competitive operation. These solutions can increase efficiency, productivity and market reputation while cutting costs.

Impac offers a comprehensive fleet fuel card program and GPS tracking and reporting system–creating a true turnkey solution for all types of fleets within the industry. 

When you’re ready to make the switch, choose Impac. Contact our professionals today!