Impac's Customer Service: Risk Management

Impac’s Customer Service: Risk Management

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Mitigating risk is a responsibility most employees in a management position will be tasked with handling. Running an automotive fleet company comes with its own risks. Preventative countermeasures protect a company. By enforcing risk management practices, a company can reduce or stop fraudulent behavior.

Impac's Customer Service: Risk Management

Risks Associated with the Automotive Fleet Industry

Unauthorized purchases remain the biggest threat to businesses within the automotive fleet industry. Without limits, employees are more likely to partake in fraudulent behavior, like making unnecessary purchases in the convenient store on snacks or other items. Employees might also use the fleet card to fill up their personal vehicles. These risks can be minimized through fuel card limits and restrictions.

Methods of Risk Management in the Automotive Fleet Industry

The first step to proper management within the industry is determining the limits needed for a company’s fuel cards. Impac offers account management services. This service allows Impac representatives to review current limits in place and provide personalized recommendations for a company. The first thing a representative will help decide is whether the card should be attached to a vehicle or employee. From there, restrictions like date or time limits, spending maximums and limits on types of purchases can be implemented to reduce risk.

Impac's Customer Service: Risk Management

A 24-hour review of all fleet cards also helps manage risk. Each day, Impac searches a company’s fleet cards and reports any fraudulent behavior to management. Impac also tracks every call, email and case as another form of risk management. With any claim, Impac’s personal support representatives can refer to previous conversations to quickly provide information and solutions.  

Contact us for more information on how your automotive fleet company can practice risk management.

Service - Impac - March22

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

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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.