Fleet Tracking And Customer Service: How Real-Time Tracking Improves Delivery And Service Times

Real-time GPS fleet tracking solutions are transformative for firms that rely on the efficient flow of people and goods. Real-time tracking allows fleet managers to constantly monitor their car’s location, speed, and condition by utilizing cutting-edge technological tools such as GPS and telematics devices. 

There is another benefit of accurate–time tracking, i.e., improving delivery and service time. This is useful for customer service that can make or break a business in today’s highly competitive business world. 

Learn more about fleet tracking and customer service and how real-time tracking improves delivery and services.

What Is Fleet Tracking?

A fleet tracking system, also known as a GPS fleet tracking system, is a form of technology that assists organizations in tracking and managing commercial vehicles, equipment, and assets in real time. Most fleet management systems employ GPS to track vehicle whereabouts.

Fleet tracking systems provide extra benefits to organizations in addition to tracking vehicle whereabouts. They may assist organizations in reducing operating expenses, monitoring fuel levels, preventing maintenance and technical difficulties, improving driver safety, optimizing routes, and more.

What Is Real-Time Tracking?

Real-time tracking entails using cutting-edge technological tools such as GPS (Global Positioning System) and telematics devices to keep track of a vehicle, person, or asset in real-time or near real-time. This technology assists fleet managers in monitoring speed, fuel economy, driving behaviors, and overall fleet performance.

What Is the Importance of Customer Experience in a Fleet Business?

Every successful business places a premium on providing a great customer experience. Customers that feel appreciated and like their whole experience with your brand are more inclined to return for more. People will not only flock to your competitors if you get it wrong, but they will also most likely not give you a second opportunity.

Your brand’s reputation is just as important, if not more important, than your products or services. Providing an exceptional customer experience is not only good business practice; it is also the key to producing long-term business development. 

However, in recent years, the idea of customer experience has developed dramatically. It is now all about making every aspect of the customer journey as transparent, simple, and frictionless as possible. It is also about using intelligent technology, such as customer self-service solutions, to give a wonderful experience, such as assistance, to your customers at every single touchpoint they have with your company.

How to Measure Customer Service in Fleet Businesses?

Listed below are a few customer service KPIs that is necessary for the fleet industry:

  • Customer satisfaction- Conduct client satisfaction surveys regularly to discover how well your customers appreciate your service. The survey might be relatively brief, comprising questions on satisfaction or service ranking.
  • Customer retention- Keep track of how many customers return to you for further services or goods. Compare this amount to the number of customers you lost. This allows you to focus on how to keep current customers.
  • Customer complaints- Do you get a lot of them? If they are all about the same subject, isolate the cause of your dissatisfaction to determine what isn’t working.
  • Customer conversions- Keep track of the number of times you convert prospects into paying clients. Discover why your competitors are migrating to a different client.

What Are the Various Challenges Fleet Businesses Face Due to Lack of Real-time Tracking?

  • For Business Owners 

Without real-time tracking capability, businesses struggle to get comprehensive visibility with a lack of supply chain planning, integration, and execution of processes. Furthermore, it leads to inefficiencies in fleet management, which leads to time and resource waste, resulting in reduced ROI and business growth.

  • For Customers 

Customers cannot see the whole supply chain process without real-time tracking. Traditional delivery companies only give lengthy tracking numbers that might take many days to activate. The approach also fails to reveal the item’s location and offers a tentative arrival date, which is frequently incorrect. As a result, customers are dissatisfied, and brand loyalty suffers.

How Real-Time Tracking Improves Delivery and Service Times?

  • Real-time tracking improves delivery visibility.

To begin with, real-time shipment tracking enhances delivery visibility for both the company and the client. Businesses may use real-time monitoring to see where their items are, allowing them to make better-informed decisions regarding their delivery operations.

For example, if a delivery is running late, a company can take measures to get it back on track. Thanks to real-time tracking, customers can know precisely where their product is and when they can expect it to arrive.

This can assist in minimizing the frequency of “Where’s my package” questions and offer the consumer peace of mind.

  • Real-time tracking improves service time.

Real-time tracking allows fleet managers to improve service time effectively. This is thanks to efficient route optimization and timed vehicle maintenance. 

Route optimization is used by the real-time fleet tracking software to minimize time-consuming manual route planning. It also saves money by assisting dispatchers in determining the quickest trip to a place while considering variables such as road closures, traffic jams, weather conditions, etc. This will lead to an increase in service time. 

With real-time tracking, fleet managers can know when a vehicle needs maintenance in time. This will lead to improved service time as any vehicle problems will be fixed before time, and no time will be wasted if a vehicle breaks down during delivery.

Customer service can also benefit from a real-time tracking tool. Customer service representatives may deliver correct and up-to-date information to customers using real-time data, which can assist in minimizing the number of questions and boost customer satisfaction.


Businesses of all sizes that rely on efficient logistics and transportation systems require real-time fleet tracking data. With features like GPS tracking, telematics devices, and an easy-to-use interface, users may optimize routes, cut fuel expenses, increase driver safety, and ultimately lower prices, significantly improving delivery and service time in the long run.

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Steve has entrepreneurship in his DNA. Starting in the early 2000s, Steve achieved eBay Power Seller status which propelled him to become a founding partner of VisionPros.com, a contact lens and eyewear retailer. Four years later through a successful exit from that startup, he embarked on his next journey into digital strategy for direct-to-consumer brands.

Currently, Steve is a Senior Merchant Success Manager at Shopify, where he helps brands to identify, navigate and accelerate growth online and in-store.

To maintain his competitive edge, Steve also hosts the top-rated twice-weekly podcast eCommerce Fastlane. He interviews Shopify Partners and subject matter experts who share the latest marketing strategy, tactics, platforms, and must-have apps, that assist Shopify-powered brands to improve efficiencies, profitably grow revenue and to build lifetime customer loyalty.

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