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Fleet Management Resources for a Positive impac on your Organization.

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A locally-operated delivery company, a mid-sized drill rig operation or a large nationally operated trucking company or somewhere in-between are all considered fleets, and the type and size will determine how you proceed with the establishment of your fleet management program.

In this article we want to walk you through a few of the basics of fleet management, some of the duties of a fleet manager and provide you with some resources to help you build or improve your fleet management program.

The Role of the Modern Fleet Manager

Fleet managers are becoming more strategic and utilizing data from connected vehicles to predict and solve problems before they happen. Their role may also include: scheduling vehicle maintenance, route planning, record keeping, compliance and adherence to all rules and regulations. 

Fleet Managers are also responsible for registering, licensing and keeping inspections up to date; and working with management to meet all organizational budgets while developing procedures to maximize productivity and minimize expenses and waste.

Overwhelmed by Data?

data overload - telephone pole with hundreds of wires everywhere
data overload


Fleet Managers that are feeling overwhelmed by the data-overload can reduce stress by focusing on what matters most to them. If efficiency and environmental impact is a priority, focus on miles per gallon and emissions.

If fleet safety takes front seat, then focus more on accident and maintenance data. Learning how to analyze data to make key decisions is crucial to a well managed fleet.

Connectivity – a Trend to Watch

As we move towards year-end, some of the top trends for 2019 will continue to move forward into the new year. Fleet telematics will bring more data for fleets to manage, making connectivity the future of fleet management. 

To prepare for the future and drive excitement of connectivity it’s important to understand how new technologies will benefit your fleet. Connectivity is changing the way companies track inventory, reduce cost and drive fleet productivity. 

To keep up with trends and changes shaping fleet as we move into the new year – Join the discussion on Twitter @ImpacFleet or contact an impac expert today

Fleet Management Best Practices

Managing a fleet can be expensive and time consuming, following best practices will help you control your fleet, save money and ensure that you are properly maintaining your fleet.

Maintaining your vehicles may be the most important aspect of running your fleet. Staying on schedule with your maintenance program will save money and ensure that all of your vehicles will meet the highest safety standards.

Understanding and staying up to date with industry regulations is essential to staying compliant. Some of the current rules include emission laws, driver monitoring laws, licensing and reporting laws and fuel consumptions laws

Keeping up to date and tracking everything your fleet needs can be extremely difficult. A single fleet software system can provide you with the tools for real-time tracking, fuel monitoring and the necessary data to keep your fleet running as smoothly as possible.


To help you answer additional questions, we would be happy to schedule time to meet with you and discuss the available fleet management tools specific to your company needs.

Resource – NAFA Fleet Management Association

NAFA is the world’s largest not-for-profit membership association for individuals who manage the vehicular fleet and mobility responsibilities for their employers. NAFA propels the fleet and mobility profession through it’s world class certification, education, advocacy, and peer networking programs, and is an essential element of success for individuals involved in the profession.

The undeniable traits for which NAFA is know for are:

Integrity: Demonstrated by uncompromised dedication to being trusted, unbiased and credible source of information and expertise.

Leadership: Demonstrated by professional and personal pride in shaping the future of fleet and mobility management through education and advocacy.

Community: Demonstrated by professional and personal pride in being part of a collegial alliance of individuals with a common passion for excellence, mutual respect, shared experience and collective action.


FREE WHITE PAPER: To receive your FREE copy you will be required to sign up for their free membership. CLICK HERE to sign up and receive your FREE white paper – “Fleet Management and the Connected Vehicle” from NAFA Fleet Management Association.

NOTE: NAFA also offers a PAID MEMBERSHIPS and CHARGES for FLEET Solutions Publications, PAID GUIDES and Educational Material.

Impac Fleet is NOT affiliated with or offers any endorsements for NAFA Fleet Management Association. Impac Fleet is simply providing quality resources for Fleet Management and Fleet Managers.


If you enjoyed our article please subscribe to get the latest articles, ebooks, research and impac fleet happenings delivered to your inbox each week.

Please check out our blog page for additional real time tracking, fleet fuel card, and fleet fuel management solutions, along with other industry related articles.

Truck and Car on Highway how to manage a Fleet Program.

Understanding Fleet Management and Fuel Programs

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An organization that owns, leases or relies on some form of commercial transportation for their business is engaged in some form of fleet management. The purpose of fleet management is to improve efficiency by reducing the overall costs of transportation and staying in compliance by keeping up-to-date with legislation changes and new regulations.

The responsibilities of the Fleet Manager can include vehicle maintenance, driver management and route planning. Managing a fleet can be a real challenge and can include implementation of a fleet management software or vehicle telematics.

To help fleets streamline customer service they can implement telematics with navigation and transport management systems to track real-time deliveries and report an accurate ETA – Estimated time of arrival to the customer. Click Here to schedule a time to see what impac can offer for your specific industry.

Key Telematics and TMS Integration:

  • Safety and compliance reporting
  • (HOS)  Hours of Service 
  • (DVIR) Driver Vehicle Inspection Reporting 
  • Route optimization
  • Real-time navigation
  • IFTA tax reporting
  • Vehicle diagnostics
  • Driver behaviors

Why Should You Use Fleet Management System?

A well designed and implemented fleet management system can:

  • Save on fuel consumption
  • Reduce road accidents
  • Improve driving habits
  • Track and recover lost vehicles
  • Reduce cost of insurance
  • Prevent unauthorized use of vehicles
  • Improve on-time deliveries

Where Do I Start if I Want to Implement a Fleet Management System?

Start by getting organized. Get every piece of information you can – invoices, VIN, purchase records, etc. Do your homework, research, research, research. Meet with the drivers, discuss the importance of gathering accurate and timely data. Encourage feedback and participation, be clear on everyone’s specific responsibilities and the expected outcomes that come with them.

To help you answer additional questions and make sure you are on the right track, we would be happy to schedule time to meet with you and discuss the available fleet management tools specific to your company needs.

Fleet Management Challenges

As your fleet grows in size fleet managers will face more and more new and complex challenges. The modern day manager is tech savvy, business-minded and has to have an insight into fuel efficiency, federal and state regulations, driver safety and vehicle maintenance.

Some of the more complex concerns can be simply trying to cope with information overload. The selection and use of fleet software, tracking, integration of fleet data and making sure all assets are being fully utilized. 

Another challenge is solving problems on the fly while effectively directing assets and keeping drivers safe on the road. Time management, safety education programs, driver productivity, proper use of technology and finding and hiring experienced drivers with clean records, are just a few of the challenges of the fleet manager. 

TIP: Keep-up-to-date. Communicate and share your experiences and challenges with fellow fleet managers – utilize blogs and industry groups on social media sites like LinkedIN & Facebook. Sign-up for industry news.

LinkedIN Tip: in the search field at the top of the LinkedIN page type #fleetmanagement, this will bring up article posts from fellow fleet managers and fleet companies.

Fuel Programs

One of the quickest ways to minimize fuel spend is to integrate fuel cards with your fleet management program. With the right fuel card system you can compare actual fuel consumption to the amount of fuel a vehicle can hold and see exactly how much each driver spends on fuel. Check out our article “How Do Fleet Managers Reduce Fuel Spend?” for more fuel saving tips and to compare our fleet fuel cards.

To ensure a true customized solution, it is important to set the restrictions and controls of the fleet fuel cards that are ideal for the drivers and vehicles that make up a specific fleet. Check out our article “4 Purchase Controls Fleet Fuel Cards Offer“.

If you enjoyed our article please subscribe to get the latest articles, ebooks, research and impac fleet happenings delivered to your inbox each week.

Please check out our blog page for additional real time tracking, fleet fuel card, and fleet fuel management solutions, along with other industry related articles.

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How Great Customer Service Skills impac Fleet Managers: Part 1

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“89% of companies now expect to compete mostly on the basis of customer experience” – GARTNER RESEARCH

Good customer service can have a big impact on your bottom line.

There are plenty of fleet management and fleet fuel card companies, but only a few that offer top notch customer service.
You often hear it said that it’s cheaper to keep an existing customer than it is to find a new one. And it’s true: The U.S. Small Business Administration reports that 68% of customers leave because they are upset with the treatment they’ve received. Over the next six weeks we are going to cover 18 of the top customer service skills in a 6 part blog series.

Part 1.1 AUTHENTIC CUSTOMER SERVICE – SKILLS

Skills required for operational and technical actions are called hard skills or skill sets. Typically, you learn hard skills in the classroom with training material or on the job experience. By contrast, soft skills are the traits that make you a good employee, such as etiquette, listening, communication and getting along with other people.

Soft skills have to do with the personal side of customer service and may affect a customers emotional side of the brain. Research shows the right side of the brain is home to emotions, intuition, creativity, art and music, whereas the left side of the brain affects language, reasoning, analysis, logic and math.

Customers can be affected by how you greet and listen to them, including the warmth and sincerity in your voice over the phone or in person. Soft skills can have positive, negative or indifferent reactions and at the end of the day, customers will definitely remember how you made them feel. The difference between a good customer service employee and a remarkable customer service employee is the ability to get raving reviews about the help and service the customer received from your company.

Part 1.2 EMPATHY

What exactly is empathy?

According to Study.com empathy is the ability to understand and connect with someone’s feelings. In customer service, empathy is the ability to affirm a customer’s feelings and indicate that you can understand their pain or frustration, even if you cannot fix it.

Our account manager here at impacfleet.com told me a story about the frustration a professional fleet driver had when their fleet fuel card was not working properly after several failed attempts to activate the fuel pump. I definitely feel the frustration thinking about the situation.

As the fleet driver holds up the line at the gas station, he is thinking about how he still needs to make the final delivery for the day and how pressed for time he is. Again, after several more failed attempts he decides to call our customer service department and in doing so he immediately receives a friendly greeting.

As the driver explains the problem with the fleet credit card our customer service representative immediately shows empathy, sensitivity and understanding and continues to listen, taking an active interest in his concerns while building rapport with the driver. Now that the fleet driver is feeling more at ease the process to gather the necessary data can begin and the problem can be quickly resolved, professionally and without incident.

“Your customer doesn’t care how much you know until you show him how much you care.” -Damon Richards

Part 1.3 GETTING TO KNOW YOUR CUSTOMERS

Here at impacfleet.com we really take the time to get to know our customers and learn all the details of their account and nine times out of ten we know who is calling as soon as we hear their voice on the other end of the line.

“Good, Old Fashioned Customer Service.”

Do you recall the “good old days” when the corner diner welcomed all their customers by name, doctors actually made house calls and everyone greeted you with a friendly hello? Blending old fashioned expectations with the modern customer is as simple as that. Friendly greetings, genuine interest in your customer’s well being and a true appreciation for their time and money spent with your company can go a long way.

Stay focused and present, listen to what your customers are talking about and most importantly take time to learn about their business and the services you provide. Any barista worth his stock knows his everyday customers’ preferences – from their special flavor to how much froth they prefer.

For those of you that really want to stick out from the crowd, always add a little emotional element to every interaction – a calm voice, friendly smile and of course fast, efficient and knowledgeable service.

“Old School Values Still Rule.”

Old school communication skills is good practice and good business and don’t worry about showing your appreciation. Have you ever heard anyone complain about feeling over-appreciated? And always address your customers by name, this makes them feel valued and acknowledged. If you have a hard time remembering names try using repetition. When your customer calls in or you’re introduced for the first time be sure to use their name and again during your meeting or conversation and again when you finish up your call. If you have forgotten someone’s name, instead of not using their name at all, ask him or her to remind you, and then repeat the repetition process again.

“Old School Meets Technology.”

Impac Fleet Customer ServiceIf you cannot meet in person, use technology to improve the customer experience and create that personal touch. Meeting face-to-face using platforms like Skype, Facetime, ZOOM and GoToMeeting is a great way to add that old school touch without the time and expense of travel.

You can also record live sessions with your colleagues or customers and create engaging and informative training content or review your conversation later instead of taking notes.

If you plan on using the recording for training, make sure you get permission from everyone involved in the recording. For regular face-to-face meetings simply let everyone in attendance know that you will be recording the meeting and always offer to make it available to anyone that would like a copy.

“Conclusion”

This concludes part one of our six part series on “How Great Customer Service Skills Impact Fleet Managers. If you enjoyed our article please share and subscribe to get email updates from this discussion as well as future articles. Please check out our blog page for real time fleet tracking solutions and other industry related articles.

How Limits - Impac - March14

Mitigating Fleet Risk: How to Set Fuel Card Limits

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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. 

Safety Programs for a Better Fleet - Impac

Safety Programs for a Better Fleet

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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. 

Fleet Management Explained-Impac

Fleet Management Explained

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Fleet Management Explained-ImpacFor a fleet manager new to the industry or looking to expand their current services, understanding the ins and outs of fleet management is the first step in optimizing costs, risks and efficiency within fleet operations.

Many fleet organizations rely on fleet management tactics–typically serviced by the fleet manager–to control company costs, maximize profitability, and mitigate risks of their fleet vehicles. Here a few ways effective fleet management can influence the overall success rate of the fleet:

Vehicle Safety – To reduce distracted driving and decrease the amount of injury claims within a fleet, implementing a reliable GPS system tool can provide safe road routing and signs of needed vehicle maintenance.

Operational Efficiency – When it comes to vehicle and asset utilization, GPS tracking systems as an effective management tool. Fleet businesses are able then to know when a truck arrives at its destination.

Driver Regulation – Implementing a GPS tracking and report system into daily operations can detect unauthorized driver behavior like vehicle idling. Fleet Management Explained-Impac

Fuel Management – Fleet managers can help eliminate drivers from abusing company fuel spend through fuel fleet cards. These cards can be integrated with GPS systems to match fuel purchases with real-time vehicle locations–verifying fuel usage.

Impac offers both a comprehensive fleet fuel card program and a cost-effective GPS tracking solution to allow improved fleet management within companies of any size in the industry.

At Impac, our fleet cards provide online system access and purchase controls to prevent criminal behaviors like fuel theft. In addition, these cards will save time wasted on rummaging through purchase receipts–ultimately allowing a shift of focus to company profitability. Our GPS systems are convenient through its web-based software that offers real-time tracking for both in-vehicle hardware as well as handheld devices of all kinds.

Call us today to learn more about how we can improve your fleet management.