While I have spent considerable time in the Software as Service “SaaS” arena, I am new to the telematics and fleet management industry. I am just now beginning to understand some of the nuances regarding the overall customer experience.
One of the enlightening insights that team members and prospects have shown me is the willingness of organizations to consume GPS and connected field operations platforms that is either deployed by third party installers or offered by re-sellers. As a regular consumer of B2B software myself, I found this unusual. I will always choose to deploy solutions that are developed, deployed and supported by the provider.
This led me to explore why this is a typical occurrence in this industry. I spoke with both clients and prospects who are in various stages of migrating to us (50% of our new clients are moving to us from legacy systems) and the findings were enlightening; although not unusual for an emerging market:
Not overly complex answers and easily remedied. This exercise also helped me realize where we can improve in helping prospects during their buying journey. In my opinion, working with thousands of clients nationwide while maintaining a negative churn rate can be directly attributed to us maintaining full control of the entire customer experience. Therefore, we are now highlighting the same points denoted above as to why our soon to be clients long term experience will be better with Vehicle Tracking Solutions.
Once you determine the customer experience that is right for your organization the above pitfalls can be easily mitigated. Simply request that your potential vendor/partner commits their structure to you in writing prior to any buying decisions. This will empower you to review the real facts and make a decision that is critical to your operational and fleet productivity
Good luck and please call us if we can be of any help or if you have any questions! Thank you.
Vice President, Sales