Why Direct Communication Matters During Breakdowns
Unscheduled repairs are one of the most challenging times for commercial fleet maintenance leaders. Clear, direct communication at the start of a breakdown can significantly minimize downtime. During the initial call, the service center specialist gathers crucial details to dispatch the right maintenance provider with the appropriate parts to the correct location.
Typically, fleet managers, operations managers, and dispatchers mediate between the driver and the fleet maintenance service. While well-intentioned, this can lead to miscommunication. Direct communication between the driver and the service center specialist is more efficient, speeding up recovery, maximizing productivity, and saving time and money. Ensuring drivers know what details to provide helps get them back on the road quickly.
Driver and Fleet Maintenance Call Center Interaction
Effective communication between the driver and the maintenance service center is essential. When done well, it prevents extended downtime, financial disruptions, and service provider inaccuracies, which can impact delivery, pickup, and driver hours of service. Here’s what drivers should do during a breakdown:
- Find a Safe Place to Pull Over: Safety first.
- Call the Maintenance Provider: Directly connect with the service center specialist.
Information Drivers Should Provide
When calling in, drivers should give as many details as possible. The service center specialist will ask questions to determine the right maintenance provider. Drivers should provide:
- Tractor and trailer number
- City and state of location
- Exact location (highway and mile marker number)
- Valid call-back number
- Full explanation of the breakdown event
Accurate details are crucial. For example, if a truck slides off the road causing multiple flat tires, the driver must report both the tire issue and the need for a wrecker. This prevents delays and additional costs.
How FleetNet America Simplifies Communication
FleetNet’s service center specialists are trained to gather all necessary information quickly and efficiently. The process includes:
- Driver Reports Breakdown: The driver connects with a service center specialist who asks questions to dispatch the proper service provider.
- Coordinator Diagnoses and Dispatches: A FleetNet coordinator diagnoses the issue and dispatches a qualified service provider. If more information or approval is needed, they contact the driver’s management team.
- Service Center Specialist Follows Up: Regular follow-ups with the service provider, driver, and fleet manager via text messages, in-cab communication systems, emails, and our Interactive Voice Response (IVR) system, Caroline, ensure everyone stays informed.
FleetNet Can Help When Breakdowns Occur
FleetNet’s service center specialists are dedicated to getting your truck up and running faster than anyone else in America. Contact us at fleetnetamerica.com to set up a program that minimizes the impact of breakdowns.
