What To Expect from Your Fleet's Customer Success Manager

When shopping for a telematics software provider (TSP) – or making the switch to a new one – there is a long list of questions a smart buyer should be asking. From the latest technologies to good driver experience and quality customer service, specific key factors and careabouts make some TSPs stand out above the crowd. 

An important component to also consider is the type of customer success management included in your purchase. This small but vital after-purchase service can be a make-or-break element of your decision making process and your experience after your new system is in place. 

Related Reading: Customer Support Must-Haves in Fleet Management Platforms

What is Customer Success Management?

In many industries — commercial trucking included — software providers often include an ongoing support service aimed at helping the customer make the most of their tools and offerings. The customer success manager (CSM) concept is sound: a trained professional works hand-in-hand with you to ensure you’re getting your questions answered, optimizing all your tools, building a solid relationship, and tweaking your solution as needed to meet your goals.

Unfortunately, the CSM role at times can be undervalued or even abused, as some TSP companies use the relationship to simply upsell customers on more products or services, paying little attention to the fleet’s actual performance metrics and goals. Rather than truly understanding the client’s needs and helping them find the right solutions, a CSM may feel pressure to simply look for ways to push new and more expensive offerings on a fleet.

How a good CSM makes a difference

Conversely, a well-trained and trustworthy CSM can make a world of difference for a fleet, partnering with fleet leadership to navigate numerous roadblocks and challenges. They can help save you time by leveraging product and industry knowledge, troubleshooting problems and answering usage questions. They can work closely with you to understand your goals and conduct regular check-ins to ensure performance is on-track. 

Done correctly, a CSM ensures a fleet gets a satisfactory return on its investment in the TSP solution. The CSM should act as a strategic partner who understands your business inside and out, and proactively helps you overcome obstacles. 

Key attributes of an effective CSM include:

• Understands goals and pain points: A great CSM takes the time to understand your specific needs, challenges, and operational goals. They should work closely with you to ensure the TSP solution is tailored to meet these requirements.
• Problem-solves proactively: Instead of waiting for issues to arise, a proactive CSM identifies potential problems early and offers solutions before they impact fleet operations.
• Works with a partnership mentality: A CSM should act as an extension of your team, committed to your success and always looking for ways to add value.

4 Services Your CSM Should Be Providing

Once you’ve decided that a TSP has a strong approach to customer success management, you’ll want to ensure these regular services are included in their plan for your fleet.

1. Business Reviews: Critical for Performance & Goal Setting 

Business reviews are essential for maintaining a clear line of sight on your performance metrics and future goals. These reviews provide a structured opportunity to evaluate how well the TSP software is meeting your needs and to identify areas for improvement.

Why Business Reviews Matter for Your Fleet: 

• Performance Assessment: Regular reviews help you measure the impact of the telematics solutions on your fleet operations, identifying successes and areas for improvement.
• Goal Alignment: Reviews ensure that your current and future business objectives align with the capabilities of your TSP software, fostering a collaborative approach to achieving your goals.
• Strategic Planning: These sessions can help you forecast and plan for upcoming challenges, ensuring you’re always one step ahead.

2. Communication of New Features & Updates 

Good TSP software is ever-evolving, and staying updated with the latest features and enhancements is crucial for leveraging your TSP software’s full potential. CSMs play a vital role in this by ensuring you’re always in the loop. 

Why Feature & Update Communication Matters for Your Fleet: 

• Feature Awareness: Knowing about new features can help you make informed decisions on utilizing the software more effectively.
• Training and Implementation: CSMs should offer training sessions and resources to help your team understand and seamlessly integrate new updates into your daily operations.
• Maximizing Value: Regular updates often come with improved functionalities that can streamline operations and improve efficiency. A well-informed team can make the most of these enhancements.

3. Continuous Training & Support

A one-time setup isn’t enough to keep your team adept at using telematics software. Continuous training and support ensure that your team remains proficient and can fully exploit the software’s capabilities. Your CSM should help identify training sessions that can be useful to your team. 

Why Continuous Training and Support Matters for Your Fleet:

• Adaptability: As your business evolves, so do your needs. Continuous training ensures your team can adapt quickly to any changes in the software or your operational requirements.
• Operational Efficiency: A well-trained team can operate the software more efficiently, reducing downtime and improving overall productivity.

4. Configurability & Flexibility 

Every trucking fleet has unique needs; your TSP software should reflect that. Great CSMs ensure your software can be adapted and remain flexible to your specific operational requirements. 

Why Configurability & Flexibility Matter for Your Fleet:

• Tailored Solutions: Configurable software solutions ensure that you’re not using a one-size-fits-all approach but rather a system that fits your unique needs.
• Scalability: As your business grows, your software needs to scale accordingly. CSMs ensure that your telematics solution can grow with you, providing ongoing support and customization.
• Enhanced Functionality: Your software's flexibility allows you to integrate additional tools and features to further enhance operational efficiency.

By offering ongoing success support for its customers, TSPs not only ensure they are meeting customer expectations and maintaining a positive relationship, they increase the chance of fleets recommending their products to their peers. Fleets benefit by keeping their software in top shape, evolving with their company’s needs and ensuring operations are always on track. Expect more from your TSP customer success management program and tap into new efficiencies and longevity.

‍Platform Science is a fleet solutions provider that is committed to giving its customers the services and solutions they need to keep their business moving forward. Our customer success teams help track your experience, resolve issues, review progress on a quarterly basis, and much more. Learn more about our customer support and success services.