- 21 September 2004 09:08
Fleetcare reports 96% growth following the introduction of its integrated customer service portal: my.fleetcare
Perth, Australia. 21 September 2004. Australian owned fleet management company, Fleetcare, has reported significant cost savings following the deployment of a new web-based portal designed to address information requests that would otherwise require a call-centre response.
Fleetcare Managing Director, Nigel Malcolm, said managed vehicles have increased by 8,200 representing a growth of 96%, over four years, while the demand on staff resources has reduced by 12%.
“This positive return can be directly attributed to our portal, my.fleetcare, which gives our clients direct and instant access to the information they require and reduces the number of times they need to contact Fleetcare,” said Mr Malcolm.
my.fleetcare was developed by Elk Consultants, an IBM business partner, using IBM DB2 Universal Database and running on an IBM xSeries server. Earlier this year my.fleetcare was upgraded to use IBMWebSphere Application Server Express.
Elk Consultants Managing Director, Richard Bone, said my.fleetcare was built using sophisticated and scalable technology that was also cost-effective.
“For an organisation with a 40-strong national workforce, it was important that we delivered an affordable solution that did not require an expensive infrastructure,” said Mr Bone.
The IBM WebSphere Application Server Express and IBM DB2 Universal Database provides a foundation upon which the my.fleetcare system is constructed. This enterprise-standard technology platform provides a secure, robust, high-performance, scalable infrastructure for the my.fleetcare system.
Since the portal underwent a software upgrade earlier this year, Fleetcare has seen a marked decrease in the number of enquiries to the call centre as customers log into the information-rich portal, which is connected to Fleetcare’s back-end systems.
Previously, Fleetcare ran an earlier version of my.fleetcare deployed on Microsoft technology and supported by a call centre that customers could phone or fax specific enquiries.
”Customers were generally only minimally satisfied with this approach because the flow of relevant information was limited,” said Nigel Malcolm.
“While Fleetcare provided, and continues to provide, a comprehensive suite of monthly reports, the quality and depth of information does not match the speed and flexibility of my.fleetcare,” he said.
The my.fleetcare system was introduced as part of a business development initiative following extensive consultation with clients.
“Customers expected much more than just fleet management,” said Mr Malcolm. “There was clear pressure to provide fleet information ‘on demand’ to our customer base”.
IBM Software Group SMB Executive, Max McLaren, said Fleetcare’s integrated portal, which is supported by affordable enterprise-level software, has clearly enhanced its service offering to customers.
“IBM’s Express web application software, combined with an established database product, has significantly contributed to the robustness of the solution as well as its affordability for this business,” said Max McLaren.
Fleetcare was founded by Nigel Malcolm in 1989 as a fleet management company independent of any manufacturer, supplier or financier. The business aims to simplify fleet management for clients so they have more time to devote to running their businesses. Fleetcare identifies client’s needs and works on solutions that are flexible and effective using new technology to deliver effective administrative systems that work.
Fleetcare’s services include: Full-service fleet management; Motor vehicle management from acquisition through to disposal; Fuel supply and management; Maintenance control and authorisation; Accident management; Fringe Benefit Tax Management; Registration; Consolidated (single) invoicing; Fuel supply, via fuel cards; Finance; Vehicle supply (sales); Hire vehicles; Risk management; Insurance; Driver training; 24-hour roadside assistance; Registration; Asset management. For more information about Fleetcare, visit www.fleetcare.com.au
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About Elk Consultants
Elk Consultants are IBM Business Partners, specialising in development and deployment of Internet-based solutions. For more information about Elk Consultants visit www.elk.com.au
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