5 Ways Customer Success Managers Drive ROI for Fleets

Quick Summary:

• Good customer support from your fleet enterprise software provider can make a big difference in how quickly you see the benefits of a new tool.
• A Customer Success Manager’s (CSM) primary focus is helping fleets flatten the learning curve, speed and ease deployment, and getting the greatest return on their investment in new tools. 
• Looking for specific Customer Success services in a potential software provider can help ensure your fleet gets to profitability faster, with as little downtime as possible. 

Most companies rolling out a new enterprise-wide software can expect a learning curve of a few weeks up to several months, depending on the complexity of the new tools. For commercial fleets, this can cause a direct hit to profitability, as estimates show downtime costs an average of $448–$760 a day per vehicle. 

It’s in a fleet’s best interest to utilize every tool available to help deploy and master new fleet software as quickly as possible, and a strong customer success team can make a huge difference.

What is a Customer Success team?

A customer success team offered by a software services provider – such as those delivering fleet management and telematics tools – is a group of experts focused solely on helping their customers master their new software tools as efficiently as possible. They are often assigned to a specific fleet and serve as a single point of contact for any questions and needs that emerge after the purchase of the software. Not only are they experts in their software tools, they become an expert in the needs and operations of their customer fleet. 

How Do Customer Success Managers Help Fleets?

 A Customer Success Manager (CSM) should combine customer service best practices with a personalized knowledge of the fleet. This helps a fleet in a variety of ways, including:

1. Personalized recommendations: A deeper understanding of a fleet’s demographics, strengths, challenges, and goals help the Customer Success rep to offer more effective advice and guidance.
2. Deep Expertise on Product and Tools: CSMs are highly trained in product knowledge, including new features and ways to customize tools to meet a fleet’s needs and goals.
3. Faster Response Times: CSMs prioritize communication with their fleets, and ensure there is always someone ready to help when needed. Always ask a potential provider what their average wait time is for customers calling in for support.
4. Proactive Problem-solving: Instead of waiting for issues to arise, a proactive CSM identifies potential problems early and offers solutions before they impact fleet operations.
5. Partnership Mentality: A CSM should act as an extension of your team, committed to your success and always looking for ways to add value.

Related Reading: “Customer Service: The Secret Weapon of Fleet Management Software”

What services should a Customer Success Manager be providing?

If you are in the selection process for a fleet management software provider, you’ll want to take a close look at potential vendor’s customer support. Their customer success program should include the following ongoing services:

• Regular business reviews: Includes performance assessments, goal alignment, and strategic planning.
• Communication of new features and updates: Ensures feature awareness, supports training and implementation, and maximizes value.
• Continuous training and support: Ensures adaptability and operational efficiency.
• Guidance in Configurability: Creates tailored solutions, supports scalability, and enhances functionality.

Related Reading: “What To Expect from Your Fleet's Customer Success Manager”

Fleets that have invested time and effort into selecting a fleet management solution should pursue every tool available to get their entire team up to speed as quickly as possible to reduce downtime and return to – or surpass – previous efficiency levels. A customer success manager can be instrumental in helping a fleet do just that by working hand in hand as a partner, ensuring the fleet is fully utilizing every feature and option. 

Customer Support and Success at Platform Science

The Customer Support and Success teams at Platform Science are dedicated to ensuring that clients effectively utilize its innovative fleet management platform. These teams provide technical support, address customer inquiries, and foster long-term relationships through proactive success initiatives. By offering tailored solutions and expert guidance, they enhance customer satisfaction and drive the overall success of enterprise accounts in the transportation and logistics industry.

‍Learn more about Platform Science’s approach to customer support now, or review the full suite of tools and services designed to help drivers thrive and fleets succeed.