By Suresh Rajapakse, Vice-President of Client Management, Wheels
The new Wheels is now comprised of three legacy fleet and mobility management leading organizations. The merging of three distinct corporate cultures is not simple, but it has been made much easier because of one significant common denominator. We all operated with a single-minded passion for client success. Now we do it together. And, we don’t just say we do it in marketing materials and social media posts. We work hard every day in partnership with our clients to help our clients meet their goals.
Maya Angelou, an American poet and civil rights activist, famously said, “People will forget what you said. They will forget what you did. But they will never forget how you made them feel.” Her words here encompass the Wheels customer ethos. By proactively and consistently understanding and fulfilling our customers’ needs, expectations and desires, we build strong relationships based on trust so they can feel confident in our partnerships. Their success is our success.
So how do we do it?
At Wheels, we consider customer success to be the most important ingredient in leading client service. But success doesn’t just happen. It requires discipline, rigor and accountability. We employ a multi-tiered, data-driven methodology with our clients called the ‘Results+ Fleet Performance Program’.
It starts with understanding our clients’ businesses and fleet operations at a deep level and then collaborating with them to discover new ways to achieve their goals and overcome challenges. The result is a clear understanding of our clients’ objectives, along with alignment on how each client defines success. Through a range of measurement criteria and KPIs, our clients always know where they stand against their goals.
It doesn’t just stop with the plan. Once we have achieved the goals we have set for our clients in that initial period, we may improve or exceed that same target, or we might focus on a different area. It is a continuous cycle in the pursuit of optimal fleet performance.
And then we celebrate
Every year we celebrate the success of the clients we partner with through our ‘Results+ Fleet Performance Summit’. This is a time when our clients come together with our account teams to share the successes we’ve all had in meeting or exceeding those different goals we set at the start of the year.
Client success stories include how a new sourcing model saved one company millions in out-of-stock expenses, how geofencing with telematics greatly improved productivity for another and how our ability to help a company electrify their fleet drastically reduced their carbon emission. These are just a few examples of the exceptional successes our clients have achieved in past years. And the Performance Summit is also a wonderful opportunity for our clients to network and share best practices with their peers in the industry.
Our clients do important work that powers our economy and many critical components of our daily lives from healthcare, energy and food production to community protection, construction, and pest control. Partnering with our clients to optimize their fleets is what gets us out of bed every morning. Our mission – to partner with clients to help them run their fleets more safely, effectively, productively, and compliantly – is unwavering.
We are passionate about helping our clients run an optimal fleet program and feel a sense of pride in achieving great results!
Together Let’s Go Far.